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I have 2 packages delivered in my account and I have made my payment on 18 Jan 2011 with paypal. After 2 business days, the package has no sign of shipping out so I asked the colleague what's going on in their LiveChat session and the first colleague told me that it will be shipped out after 2 business day once the payment was made. So I wait and still there's no any sign that it will be shipped out, so I keep logging in their website and asked another colleague when will it be shipped out and this time, she told me that it will take 5-8 business day for the package to arrive my home country. And just like a fooled I waited...I consulted the third CS, and the response is still the same.
So after 5 business days which I think the package obviously will not arrive my home country within the stated time frame and I consult the fourth CS and this time, they finally told me that there was a fatal systematic error in the payment process and so the package was stuck and cannot be shipped out. She told me to made an additional payment of 17.55USD or else they will not ship out the package. So I was thinking maybe it was the generally poor service standard of their CS staff, so I asked to speak with a supervisor. And so Victoria spoke to me and yet, given the obvious facts that it's their side who made the error and wasted my time and effort in figuring things out, she still refuse to ship out the package and asking me as a customer to take the fall for their mistake.
It was a ridiculous, furious and irresponsible experience delivered by such a established shipping company.
I will not recommend anybody to ship with HopShopGo unless you have the time and effort to go through all the frustration and still willing to pay the high price.
maybe you should explain the whole, i dun quite understand why would a company request for payment if they have already charge the correct amount for your order. providing feedback for services do assist online users with us to choose the correct service however making inaccurate remarks will only reflect on yourself.
Just my thoughts
The exact same thing happened to me. I paid for shipping for my item using paypal. I received a receipt from paypal advising me that my payment had been successful but my hopshopgo account reflected that postage for my item remained unpaid. I immediately contacted their online chat service. I hoped that they would be able to acknowledge that the payment went through successfully and update my account. However, I was advised that:
1. I would need to go through the hopshopgo site and pay for my shipping again; and
2. A refund would be issued for the initial payment.
Upon that advice, and while still in chat, I immediately paid the shipping again as I needed the parcel posted as a gift and did not want to cause any further delay.
When I enquired as to when the refund would be processed, I was advised that they would not issue a monetary refund and that instead I would receive shipping credits. When I advised that this was unacceptable to me and that I needed my money refunded as per their advice, I was advised that I would receive shipping credits in 4-5 days.
I sent an email to their customer service address but have received neither acknowledgement nor response.
I have now lodged a complaint with paypal.
What complicates resolving issues like this is that their only customer service appears to be via online chat (I have waited up to an hour to chat to someone!) and via email (where a response may never be received!).
This is my 6th time using hopshopgo and while I have never encountered this problem before, their customer service has always been dreadful!
I just wanted to update my comment above - I have just received a refund from hopshopgo after lodging a complaint with paypal. I am happy with the outcome but there must be a better/easier way for hopshopgo to work this problem out!
Hi Ann,
Finally I do not have to pay the additional and they have upgraded my shipping to express, yet I agree that their Customer Service is dreadful. I finally escalate the event to their director and complaint site to get it done (I am sorry that I m kind of target oriented).
I'll look out for another shipping company this time as they do not have promo code discount for me this time and my shipping cost went up (I couldn't say unexpectedly...but last time the promo code was automatically applied for me so I thought it will do so this time too...I was just being stupid).
i got problem with hopshop go also.
my package arrived at 25th morning, no info until i complaint at 28th.
i paid immediately at 28th, for express shipping also. it's 31st now, but not yet ship it out, no tracking number also. don't know why i need to pay for express shipping, as they waste much more time...
really not happy with hopshopgo service.