Christine
Disappointing First and Last Experience
This was my first time ordering from this company—and definitely my last. The price seemed good, but it ended up costing me time, stress, and peace of mind. My order reached the UK, but UPS refuses to release it because the duties and taxes haven’t been paid—contrary to what the company's website suggests. I reached out to customer service beforehand and was reassured, but once the issue arose, they offered only vague excuses about a team in Spain and time zone differences. Over 24 hours later, and they still haven’t contacted UPS to settle the charges. I even offered to pay the fees myself and be refunded afterward, but they wouldn’t agree to that either. It feels like this is a company in the U.S. with disconnected suppliers in Europe. Startups are fine, but misleading customers and failing to resolve basic issues is not. If you decide to order, make sure to use a credit card or PayPal in case you need to dispute the charge. Personally, I’ll be shopping elsewhere—even if it means spending a bit more to avoid this kind of hassle. Update on my last review They reimbursed the duties and taxes, item is new and no fault at all , I loved it. Hopefully they get the duty sorted out with UPS
Response from LOZURI Inc.May 8, 2025
Dear Christine, We're truly sorry to hear about your experience and appreciate you taking the time to share it. To clarify, LOZURI ships thousands of orders globally, many to the UK, using reliable express carriers like DHL and UPS. We ship all orders with Delivered Duty Paid (DDP), meaning customers should not be asked to pay additional customs fees upon delivery! Unfortunately, in rare instances, UPS has mistakenly requested duties despite proper documentation. We’ve been working closely with them to resolve these cases as quickly as possible, though some delays are out of our hands. We understand how frustrating this can be and regret that your impression of our service was shaped by what appears to be a rare carrier-side error. We will continue to work with UPS to get the package released as soon as possible. Unfortunately, we were unable to locate any support tickets under the name "Christine." If you haven't already, please reach out to us at [email protected] so we can assist you directly, we’re here to help. Once your item is received, we hope you’ll consider updating your review to reflect your full experience, including the quality of the item and our efforts to resolve issues within our control. With love, LOZURI