Jay
Not Worth the Price Tag
Very poor customer experience. My order was delayed by a month and I was left with Brexit customs fees of around £160.- Upon raising this in a back-and-forth with customer support, I was given some details and told to chase it up with FedEx by myself. Needless to say, it took up considerable time trying to get in touch with FedEx. There was no response from any channel after trying several numbers and emails. Any concern raised with Fully customer support was met with some sort of “don’t worry, the fees will be waived” and a total lack of action on their side. At first, I thought the fees were waived, as FedEx sent another letter with a partial credit note. Now, a month later, I received another reminder that the fees are overdue, lowered to £140.-. I believe Fully should be reimbursing the customs fees, as their website guarantees there will be no surprise costs shopping with them post-Brexit on their website. Instead, I was left to chase up this issue, that should not have happened in the first place from their logistics setup. The entire experience with Fully and FedEx has been very confusing, time-consuming and not worth the premium price paid. If anything goes wrong with your purchase, rest assured that Fully will be doing the minimum and leaving you to deal with it yourself.
Response from FullyApr 5, 2021
UPDATE: This review addresses valuable concerns raised by an invoice incorrectly sent to this customer. We acknowledge the confusion this invoice caused and can confirm the fee's have been paid by Fully and the customer is not responsible. We're happy to see our Specialists were in steady communication with this customer to resolve their concerns. Since this review was left, we're proud to report that we've ironed out our processes with TNT and all invoices should be sent to Fully directly, and not to our valued customers. If you receive a customs invoice, please contact us directly. We have reduced our internal response time to 1-2 business days and are working towards 1 business day. For customers who need immediate assistance, we have phones and chat available Monday - Friday, from 9:00 am - 12:30 pm and 1:30 pm - 5:00 pm, we've got your back! Original response: We're glad you took the time to engage and share your experience, Jay. We can confirm that you are not responsible for these customs fees, and we're sorry to hear FedEx sent you another invoice. We see you've been in contact with our team and a Specialist will be in touch right away to make sure that those fees are paid and you are reimbursed if you've paid any portion of the fees. We appreciate your patience and understanding with this process, we look forward to making this right, Jay!