1. Poncherelly's Avatar
    Well I made the mistake ordering from crackberry without confirming that it was from the CND side. I ended up getting my package with the typical UPS screw you tax bill attached. The bill from UPS made the cost of the package twice what I would have paid in store so I turned the package away. Unfortunately for me now, the package has been stolen by UPS and I'm hoping crackberry can help me out. I've reached out to show crackberry US and showed them this interaction with UPS:

    Initial Question: Why has my order not made it back to the sender
    Juan C.: Hi, this is Juan C.. I'll be happy to assist you.
    Richard: Hey Juan, wondering why the package I refused hasn't made it back to the sender
    Juan C.: Just a moment while I review your tracking information.
    Richard: ok
    Juan C.: I've verified your tracking information and per shipper authorization the package was abandoned .
    Juan C.: I would recommend you to contact the shipper to get more details about it. I'm sorry.
    Richard: not sure what that means
    Richard: they said they're waiting to hear from UPS on the package being returned
    Juan C.: I understand you but we have different information for the package. I would recommend you to contact them back and confirm you talked with UPS and we confirmed you this information.
    Richard: please clarify what you're saying though ... what do you mean by it's abandoned?
    Juan C.: The package was not claim for the shipper and it is under customs possession.
    Richard: it's sitting in customs until the shipper accepts it? and you have confirmation that they've been contacted?
    Juan C.: No, the package has been give to customs property.
    Juan C.: The shipper didn't want the package returned.
    Richard: I'm sorry, I don't understand what that means.
    Richard: oh
    Richard: so they have been contact and they refused to take it back?
    Juan C.: That's correct.
    Richard: Ok, I'll contact the shipper again. I assume the package is still retrievable?
    Juan C.: Unfortunately, it is not possible but I would recommend you to contact your shipper to have further details. I'm sorry about it.
    Richard: too much. thanks

    So I'm assuming that since it says right on the website that all orders are returnable, I'll get a full refund, but I can't get over the PITA it is to deal with UPS.

    Wish me luck that I will be reimbursed.
    04-15-13 08:24 PM
  2. habs_fan's Avatar
    Didn't you see the price when you clicked confirm ect?
    Hopefully UPS and or crackberry can find out what's going on. The agent chat sounded confused lol

    Posted via CB10
    04-15-13 08:32 PM
  3. Poncherelly's Avatar
    I placed my order using the crack Berry Z10 app and clicked on a special deal item. I'll admit I should have looked closer, but there was no indication that I was on the US side. I'll also admit embarrassingly that didn't know there was 2 different stores. I figured shopping on crack Berry was just that, and since I've ordered from them before and it came from Canada, I was good to go.

    As for UPS, I avoid them like the plague for international orders. If I knew it was coming from the US, I would have insisted it be shipped via USPS and not UPS.

    Lesson learned I guess, I just hope I don't get stuck paying for something I didn't get.

    Posted via CB10
    04-16-13 05:47 AM
  4. habs_fan's Avatar
    Oh forsure! I'm sure it will get sorted it, I mean if you have the tracking number saying it was shipped back, then why should you have to pay right

    Posted via CB10
    Poncherelly likes this.
    04-16-13 07:42 AM
  5. Poncherelly's Avatar
    Well I have my answer. No options, no compromise, just a big FU from Crackberry shop USA!

    BIG WARNING FOR ANYONE ORDERING USING THE Z10 APP TO SHOP FROM CANADA.
    watch where you're ordering from and if you're ordering from the US side, you better like what you get because there is no customer service in my opinion. This is not meant to reflect the Canadian side of the shop (Yes it turns out its a different company), they've shown far grater customer service in my case.

    History of communication:
    From: Crackberry Sales [mailto:[email protected]]
    Sent: Wednesday, April 03, 2013 8:40 AM
    To: [Ponch]
    Subject: [#CVT-871384]: Order # 3012333

    Hello,

    You did not order from the Canadian site. You ordered from the US site and therefore it is shipping from the United States. This is the reason for the duty that is requested. If you are refusing delivery then we will have to wait for UPS to contact us with options for return.

    Thank you,

    Fred, Customer Service Specialist
    TreoCentral Store
    TreoCentral - #1 Store for Palm Pre, Treo, Centro Accessories
    Treo Smartphones, Accessories, and Software Toll Free (800) 557-6819
    International +1 (352) 248-0532
    Ticket ID: CVT-871384


    From: [Ponch]
    Sent: Wednesday, April 03, 2013 9:51 AM
    To: '[email protected]'
    Subject: RE: [#CVT-871384]: Order # 3012333

    Hi,
    I understand that you need to wait for UPS to return the package before you can reimburse me, I�m ok with that. I had ordered the product using the new Crackberry app on my Z10 and it didn�t point out that I was ordering from the US side of the business, nor did I realize there was a separation of the Crackberry shop. Lesson certainly learned on this one and will be sure to make a comment on all further order of where I assume the order is being placed as to prevent confusion in the future.

    On a side note, I HATE UPS and will never accept packages from them since I used to work for them and know that the �Broker� fee that they charge is a money grab and isn�t a cost they pass along to the customer but a new charge they force on the end user. As a Driver I frequently �lost� the broker fee tab that get�s added to the box since I knew that the company was doing. I then chose to leave the company that I had little respect for and the way they treated their employees and they�re customer�s customers.

    Ok, I�m done venting, please keep me posted on the package return. 

    [Ponch]


    From: [Ponch]
    Sent: Monday, April 15, 2013 1:50 PM
    To: '[email protected]'
    Subject: RE: [#CVT-871384]: Order # 3012333

    Good afternoon,
    Has the product found its way back to you? Just want to make sure I can get my credit card refunded.

    Thank you,

    [Ponch]

    From: Crackberry Sales [mailto:[email protected]]
    Sent: Monday, April 15, 2013 2:32 PM
    To: [Ponch]
    Subject: [#CVT-871384]: Order # 3012333

    Hello,

    We have not received the package back yet.

    Thank you,

    Fred, Customer Service Specialist
    TreoCentral Store
    TreoCentral - #1 Store for Palm Pre, Treo, Centro Accessories
    Treo Smartphones, Accessories, and Software Toll Free (800) 557-6819
    International +1 (352) 248-0532
    Ticket ID: CVT-871384


    From: [Ponch]
    Sent: Monday, April 15, 2013 9:17 PM
    To: '[email protected]'
    Subject: RE: [#CVT-871384]: Order # 3012333

    Hello. I did a tracking of the package and UPS is telling me that the shipper (YOU) refused to take the package back and now it�s sitting with customs as abandoned. Either you�ve refused the package or UPS stole it (which is what I�m betting on). And now it can�t be retrieved. Can you confirm for me that the package has been taken by someone other than myself and that you�ll be crediting my credit card? I think it�s fair that your shipping company has stolen the package and it should be you that would need to work this out with them. Do you agree?

    Initial Question: Why has my order not made it back to the sender Juan C.: Hi, this is Juan C.. I'll be happy to assist you.
    [Ponch]: Hey Juan, wondering why the package I refused hasn't made it back to the sender
    Juan C.: Just a moment while I review your tracking information.
    [Ponch]: ok
    Juan C.: I've verified your tracking information and per shipper authorization the package was abandoned .
    Juan C.: I would recommend you to contact the shipper to get more details about it. I'm sorry.
    [Ponch]: not sure what that means
    [Ponch]: they said they're waiting to hear from UPS on the package being returned
    Juan C.: I understand you but we have different information for the package. I would recommend you to contact them back and confirm you talked with UPS and we confirmed you this information.
    [Ponch]: please clarify what you're saying though ... what do you mean by its abandoned?
    Juan C.: The package was not claim for the shipper and it is under customs possession.
    [Ponch]: it's sitting in customs until the shipper accepts it? and you have confirmation that they've been contacted?
    Juan C.: No, the package has been give to customs property.
    Juan C.: The shipper didn't want the package returned.
    [Ponch]: I'm sorry, I don't understand what that means.
    [Ponch]: oh
    [Ponch]: so they have been contact and they refused to take it back?
    Juan C.: That's correct.
    [Ponch]: Ok, I'll contact the shipper again. I assume the package is still retrievable?
    Juan C.: Unfortunately, it is not possible but I would recommend you to contact your shipper to have further details. I'm sorry about it.
    [Ponch]: too much. thanks


    From: Crackberry Sales [mailto:[email protected]]
    Sent: Tuesday, April 16, 2013 12:34 PM
    To: [Ponch]
    Subject: [#CVT-871384]: Order # 3012333

    Hello,

    UPS did contact us with the cost to have it returned. Since the cost to return was higher than the refund you would have received we did choose to abandon the package. We will not be getting this package back and therefore we are not going to be issuing you a refund. It is noted during checkout that you are responsible for any Customs, duties, or taxes upon delivery. We apologize for any inconvenience.

    Thank you,

    Fred, Customer Service Specialist
    TreoCentral Store
    TreoCentral - #1 Store for Palm Pre, Treo, Centro Accessories
    Treo Smartphones, Accessories, and Software Toll Free (800) 557-6819
    International +1 (352) 248-0532
    Ticket ID: CVT-871384
    Sent from my BlackBerry 10 smartphone.

    From: [Ponch]
    Sent: Tuesday, April 16, 2013 7:07 PM
    To: [email protected]
    Subject: Re: [#CVT-871384]: Order # 3012333

    This is totally unacceptable and unlike the service I've received from crackberry in th� past. I would have thought that you would have contacted me before you made the choice to not accept the package and still bill me for product that I don't have.

    Please reconsider your position on this and let me know once you've put more thought in to this as a service issue.

    Thank you and I hope to hear back from you soon.
    Sent from my BlackBerry 10 smartphone.

    From: [Ponch]
    Sent: Wednesday, April 17, 2013 8:53 AM
    To: '[email protected]'
    Subject: [#CVT-871384]: Order # 3012333

    Hello, I while I wait for your reply to my last email from last night, I wanted to let you know where I was coming from and provide a history of what I thought was the correct steps to take.

    When I place the order using the new Crackberry Z10 app, I was unaware that there was a difference in where the product would be shipped out of. If I would have known you were shipping from the US, I would have insisted you ship via USPS and I would have gladly paid the applicable taxes and duty associated with cross boarder shopping. However sending your product via UPS carries extra costs that no other shippers (in my experience) inflicts on clients. When I got the notice of �UPS Tax�, I emailed this email address right away and explained that I would refuse the package as per what is described on your website:
    Returns | ShopCrackBerry
    ��To start your return, simply contact our Customer Care team via email or call us at (866) 904-5772 weekdays between 8am - 5.30pm ET�.�

    Maybe I should have read between the lines but I did not get the sense that you would abandon the return and leave me with the cost of non accepted items. Moreover, I would have thought that if this was the route you were going to take, you would have contacted me to explain that the cost of accepting the package back would be too expensive and that you would not be honoring your return policy in this case; leaving me with the option to re accept the package and to pay the �UPS Tax� or lose the package and still be charged for the product.

    Unfortunately this decision and repercussions were made without my input or knowledge and now I�m left with a very bad taste in my mouth about this whole interaction.

    Could I please ask to have this complain escalated to someone in your organization that can rule on this incident and empathize with what a Crackberry customer is experiencing?

    Thank you,

    [Ponch]

    From: Crackberry Sales [mailto:[email protected]]
    Sent: Wednesday, April 17, 2013 9:19 AM
    To: [Ponch]
    Subject: [#CVT-871384]: Order # 3012333

    Unfortunately we are not able to do anything else with this order. Since you refused the order, UPS gives us the option to abandon or send it back. But since we would be paying more for the return than the products are worth it does not allow us to retrieve the package. It is noted on International orders that you are responsible for the dutes, Customs, or taxes upon delivery. We apologize for the inconvenience but options are limited on refusals.

    Thank you,

    Fred, Customer Service Specialist
    TreoCentral Store
    TreoCentral - #1 Store for Palm Pre, Treo, Centro Accessories
    Treo Smartphones, Accessories, and Software Toll Free (800) 557-6819
    International +1 (352) 248-0532
    Ticket ID: CVT-871384



    From: [Ponch]
    Sent: Wednesday, April 17, 2013 9:22 AM
    To: '[email protected]'
    Subject: RE: [#CVT-871384]: Order # 3012333

    This is very disappointing that you�re leaving me hold the bag. I guess it�s a lesson learned on my side but it makes it clear to me how you handle customer service.
    04-17-13 08:36 AM
  6. Poncherelly's Avatar
    To close the thread on this one. CrackBerry store US continued to offer NO options or compromises so I suggested that Since they made the choice to abandon the package at UPS that maybe the don't profit from this mess and simply reimburse me the mark up. I'll take the loss and they stay flush.

    Not surprising, they declined and told me I'm sol.

    Comendable customer service !!!!

    I've since reordered the product from CrackBerry store Canada where they've been nothing but terrific with all my orders.



    Ponch using BlackBerry 10 CraxkBerry App
    05-07-13 05:20 AM
  7. Tornado99's Avatar
    Dude, you should contact your credit card company, explain you want to refuse payment on that charge since item was not accepted by you.
    Most credit card companies will refund your card and follow up with the seller.



    Sent via the awesome Zed10 BABY!
    05-07-13 10:20 AM
  8. Poncherelly's Avatar
    Been there. Because cb'us took so long to get back to me to tell me they abandoned the package (I actually had to track this down because they kept stalling) the cc company already paid them and once payments been made, and due to the situation above, they wouldnt/couldn't do anything.

    Ponch using BlackBerry 10 CraxkBerry App
    05-07-13 08:02 PM
  9. travaz's Avatar
    That is a shame. A good company worth its salt would have eaten the deal in the name of customer service and moved on. I love Amazon because of their easy return policy. I also ordered a charging bundle from BlackBerry directly when CB was back ordered and got it in 5 days.

    Posted via CB10
    05-07-13 08:22 PM
  10. Poncherelly's Avatar
    I agree and was so surprised they weren't willing to loose nothing and just not profit. Nope, they rather screw me over to make their profit on these item and never get another sale from me again. Again, this is only the US side. The Canadian side of the CrackBerry store has been fantastic.

    My warning is only when buying from the US side. Although they have a return policy, they don't stand behind it.

    Ponch using BlackBerry 10 CraxkBerry App
    05-07-13 08:29 PM
LINK TO POST COPIED TO CLIPBOARD