Alessandra C.
Products not delivered in Mexico (but company still reliable and responsive)
The company was reliable and fair along the process. After my complaint regarding products that were not delivered (in Mexico) the company returned all my money including the shipping. Thank you very much! I hope to be able to buy again the same products once I visit the US. Thank you again. Dear Uglyduckling I hope this letter finds you well. I am writing for the third time to express my disappointment and frustration regarding the non-delivery of the product I ordered from your company. I trusted your company, placed the order, paid and was expecting to receive the product. However, despite the considerable time that has passed since then, the products have not been delivered and I was finally informed that they will be returned to the shipper as follows: I regret to inform you that the guide contains restricted merchandise for entry into the country by parcel service. In this case: 11 pieces of skin care products They sent me the law that not allows these kind of products (liquid or cream) to enter Mexico : Merchandise that in accordance with the applicable regulations cannot be imported through courier and parcel companies, as well as difficult-to-identify merchandise that, due to their presentation in the form of powders, liquids or forms, may not be imported in accordance with the provisions of this rule. pharmaceuticals, such as: pills, troches, tablets, granules, tablets, capsules and dragees, which require physical or chemical analysis, or both, to know their composition, nature, origin and other characteristics necessary to determine their tariff classification, regardless of the amount and the consigned value. Law 20-VII (LA: Art. 20), 43 (LA: Art. 43), 59 (LA: Art. 59), 81 (LA: Art. 81), 88 (LA: Art. 88), Federal Rights Law (LFD) 49-IV (LFD: Art. 49), Regulation 240 (RLA: Art. 240), General Rules of Foreign Trade (RGCE) 1.3.1.-XVII (RGCE 2020: Regla 1.3.1), 1.9.18. (RGCE 2020: Regla 1.9.16), 3.1.31. (RGCE 2020: Regla 3.1.31), 3.7.2. (RCE 2020: Regla 3.7.2), 3.7.3. (RGCE 2020: Regla 3.7.3), 3.7.6. (RGCE 2020: Regla 3.7.6), 3.7.36. (RGCE 2020: Regla 3.7.36), Annex 22 (RGCE 2020: Anexo 22), Miscellaneous Fiscal Resolution (RMF) Annex 19 I have made two previous attempts to contact your customer service department to inquire about a refund, but unfortunately, my concerns have not been adequately addressed. The lack of communication, the apparent lack of knowledge about your export markets and failure to provide any updates on the delivery status have left me extremely dissatisfied with your company's service. Considering the circumstances, I kindly request an immediate resolution to this matter. I expect a full refund of the amount I paid for the product and delivery, as I still trust you are a serious and honest company. I believe that it is only fair for your company to reimburse me for the undelivered product, along with any additional expenses incurred as a result of this ordeal (the delivery fee). I urge you to take swift action to rectify this situation and process the refund promptly. Failure to do so may compel me to explore other avenues to protect my consumer rights, including sharing my negative experience through various online platforms and social media. I can send the confirmation of your courier that your products cannot be delivered in Mexico and that they were returned to you. Please contact your courier if appropriate. I would appreciate your acknowledgment of this letter as soon as possible and a confirmation of the refund process. I trust that you will take this matter seriously and handle it honestly. I hope for a prompt resolution that will restore my faith in your company's commitment to customer satisfaction. Thank you for your attention to this matter. I look forward to your prompt response. Yours sincerely, Alessandra Carcheri
Response from uglyducklingcolor.comJul 13, 2023
Dear Alessandra, It is very unfortunate that your order was refused by Mexico customs. This is new to us, as we have previously supplied customers from Mexico. As a precaution, we have "turned Mexico off" as a destination country, and will no longer ship products there. Please don't worry about your product return. We do believe in treating our customers fairly. Our returns team do follow a process. As soon as your goods arrive at the warehouse, customer service will be notified. They will in turn notify you & reimburse your purchase.