I am happy with the tub and the service at your end.
What does not work well however is the transportation. I think that if you could sort out deliveries to Europe you would provide a much better service. I had to deal with customs authorities and a very difficult/unreasonable
transport company (which I assume is the one you used) and wait for weeks when the tub was already in Rotterdam.
There must be a simpler way to offer to the clients, e.g. DHL or another courier that would take care of all the formalities themselves and would then invoice the customer.
Just a friendly suggestion.
Kind regards
K F
Reply:
Thank you for your comment and friendly suggestion.
I am really sorry you had so much trouble with the delivery.
We use two couriers: YUSEN (japanese) and H&Friends (Korean).
Their service and fare vary considerably depending if they have a direct branch in the destination country or not.
We always try to choose taking in consideration this issue.
Both forwarders do not have a branch in Holland and I think that the delay was caused by bad communication between the customs agent and the shipper and between them and the client (you).
Unfortunately we cannot take in consideration DHL because it is too expensive.
In the past we were taking care of the customs formalities as well, but the local costs vary and are quite unpredictable.
We were ending up in overbilling some clients (we were sending a reimbursement) or in losing money (and not being reimbursed).
So we decided to use the formula DDU. (Delivered, duties unpaied).
I know it is an additional issue for the customer to take care of, but could not expect it would be so unconvenient like in your case.
Again we sincerely apologise for the trouble and will continue to look for better options for the shipping.
With Best Regards,
Iacopo Torrini
Kobe Kazamidori chapter
japan@bartokdesign.com
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