MyUS.com / Access USA Shipping

I have been a paid member of MyUS for months now. Things went wrong from the first shipment, with the usual practices of disregarding the customer's instructions with a view towards maximising costs per shipment that have so well been documented in this forum.

Time after time MyUS.com apologise to a specific customer and then go back to the office to target the next one. I can also echo the vindictiveness and the staff's capability to lie on an industrial scale. Bullying and patronising have been their best customer service skills. Of note, there are individuals within the team that have treated me like a person. I have always thought it must be difficult for them to be different like this amidst the prevailing standard behaviour that their leadership has allowed.

For months now I have been suffering what can only be described as bullying by MyUS who have helped themselves to funds from my credit card, summarily refused and dismissed my objections, mocked and ridiculed me when trying to complain and recently have decided to confiscate my property instead of sending it on whilst telling me that there are items missing from it.

To summarise the most important ongoing complaints. Ted issues, given the frustrating and wanting response of the more junior agents.

I will try to summarise

Issue 1
For over a month, my property has been unlawfully withheld by MyUS, refusing to prepare it for dispatch, despite the necessary proviso of the commercial invoice. Some staff have a different opinion about how the free market should have priced this specific transaction and have been arbitrarily preventing from accessing my goods in blatant breach of our contract. During this time, I have been told that items have gone missing, that the inventory did not match, and other such statements have increased my suspicion that something is the matter with the safety of the goods. I don't know if staff have vandalised, destroyed, used, or lost or what my property is because I am not allowed access to it. The ongoing bullying also consists of random arbitrary demands for additional documentation, which the unlawful situation persists. I have refused to be part of this blackmail and have demanded immediate access to my property and be immediately prepared for dispatch without further discussion. I will give you personally, as Head of Operations, a chance to put things right here. If that fails, I will pursue other available means to recover my property and the damages caused by this bizarre and criminal behaviour. A moment ago, I was in a chat with them after having waited for an hour to get connected where they told me the US Census {sic} mandates that they withhold my property and prevent me from accessing it before they abruptly terminated the chat with me. I have got no idea what the bigshot who said that meant, but that's MyUS.com.

Issue 2
On October 12th, I commissioned the below-detailed shipment using the up to 10 days budget economy service. The order arrived on November 1st. It took ten days to get from Sarasota to New Jersey. When I reported this to MyUS staff, asking that a complaint be registered, a full explanation was given, and a refund of the shipping fees was made. I was promised an investigation and urgent enquiries with DHL, the shipping partner. Almost two weeks in, the best update by My US is that DHL has not responded to MyUS's questions yet (!) I was also told effectively that my complaint was dismissed as the economy shipping method has suddenly become a 20-day extended shipment to the UK. Crucially, in this case, that there are only nine business days from the 12th to the 1st of the following month, so clearly, my claim was dismissed. I Joke you not. Please, seek out the emails they have sent me and what they write to me in the chats (or I will be happy to provide you with copies). It is surreal!
Please register my complaint, provide me with an explanation and a refund of the shipping costs.

12 Oct 2021 Shipping Shipped 1 Parcel(s) via: Small Pack Saver to: GB 3.40 lbs Tracking# 202110131638194178021361 $68.39 [protected]

Issue 3

19 Aug 2021 Shipping Shipped 1 Parcel(s) via: FDX Econ to: GB 10.05 lbs Tracking# [protected] $145.13 [protected]

I have complained multiple times about this shipment that we incurred inappropriate charges as products were misclassified. The consignment contains items with a specific lithium-ion battery that MyUS have inappropriately classified as dangerous. This is ignorance as the specific closed type of battery part of a consumer device is not included in the particular industry definition of hazardous goods. The items have been thoroughly tested and certified by the manufacturer, and these data are in the public domain. Furthermore, I have discussed whether the specific product would be classified as Dangerous with the manufacturer and the courier. They all said that they do not classify them as such. The manufacturer/retailer does not charge such fees when dispatching the items directly. The shipping partner does not collect such fees to transport the items to the UK simply because this type of good is no more dangerous and does not require any special handling.

I have explained all this and more to MyUS staff repeatedly, only to be dismissed and ridiculed. To give you an example of how ignoring, rude the staff in your team can be and the kind of bullying that I have been subjected to, they finally agreed to register my complaint on this. Still, instead of doing so in good faith, they have so far dealt with it by confirming to me a new case reference number every time I chase. Please see a sample of the case reference numbers MyUS has provided me for this single matter:

• We have assigned you a Case Number: [protected]. Please use this Case Number when referencing your message to us.
• We have assigned you a Case Number: [protected] Please use this Case Number when referencing your message to us.
• We have assigned you a Case Number: [protected] Please use this Case Number when referencing your message to us.
• We have assigned you a Case Number: [protected] Please use this Case Number when referencing your message to us.
• We have assigned you a Case Number: [protected] Please use this Case Number when referencing your message to us.

I want to close this, as I promised to keep it short, by asking why such treatment is acceptable to a customer or anyone at MyUS. I also wanted to reflect on the accumulated waste here. Should half of this resource be invested in supporting customers and the business objectives, perhaps productivity and the end of year accounts would look different.

I look forward to your thoughts and resolution on these issues, please.

MyUS is a package forwarding service. They receive items in the US and resend to Europe.

I contracted their service because I was given a replacement Bluetooth headphone-set from a manufacturer to replace a broken one. Before contracting the service, I used their shipping calculator that gave me an estimate of 33USD for FedEx Economy. See Exhibit #1.

Fact #1 I was led to believe that I would pay 33USD.

Since it was a free replacement and I did not have an invoice to show to myUS, they instructed me on two occasions (communicated through their chat that does not send a transcript) to wait until the shipment arrived to them. And told me that they would contact me to sort out the declared value of the item for import tax calculation by our local authorities. I provided proof that it was a replacement and the real value on the vendors website (72-94USD depending on promotions).

Fact #2 I was led to believe I would get notified and be instructed of the real shipping costs before paying and accepting the service.

When the package arrived, I contacted them to sort out the declared value for the package. But it was too late. They shipped it right away without contacting me. They ignored the information I had given them and declared an incorrect value of 299USD.
I ended up paying 127, 03USD without any warning nor consent from me. They silently setup an automatic Paypal account than can be used to charge any value without explicit consent nor notice to the buyer.

Fact #3 They did not honor their word and shipping without coordinating with me nor asking to consent to the real shipping costs.

It was 33USD for shipping, 2USD for the battery warning label, 9USD for insurance and 83USD for import taxes, as can be observed in Exhibit 2. The battery label and insurance fee were not in their initial estimation. They use the shipping options set in your account.

I am attaching two emails as Exhibit 3 and Exhibit 4. Exhibit 3 proves that I removed the default option to include insurance on the 15/9 at 8:37AM. Exhibit 4 shows that the package was shipped at 15/9 2:27PM, many hours after I removed the insurance option. But they still charged me 8.97USD

Fact #5 I removed the insurance option before shipping, but they ignored it.

Then it was the issue about the inflated declared vale of 299USD vs the real one (85 USD). I contacted them numerous times, they first told me they would notify Fedex, then that they would consider a refund, but when the package arrived, they refused to provide any remediation nor admit wrongdoing.

Fact #6 As seen in Exhibit 5, the import duties paid by FedEx was 17.68USD.

Not 83USD as charged in Exhibit 2. They difference was kept by MyUS.
I believe their practices are dubious because I opted for a one-off shipment. Not a monthly service. When you register they ask you for your PayPal account. Without explaining that they will setup an automatic payment even for one unique shipment, nor that they will issue charges without previous permission nor consent. This means that they were able to charge me any sum without giving me any heads up of the costs nor asking for my consent. And in reality, it was 4 times what I was expecting according to their shipping calculator as in Exhibit 1. And they actually charged an amount for import taxes what was 4 times the real one as demonstrated by Exhibits 2 and 5.

It is clearly abusive. Their shipping calculator gives a cheap value, then they inflate it artificially, charge you without consent and make a huge margin.
I am not the only having such complaings, as can be found on their facebook pages and online forums.

I have been paying for premium subscription for a while with MyUS.com On 1st March 2021, they mischaracterized an item and said it had a loose lithium battery just so that they could charge me an extra $29.99 fee. The item is an empty charger that needs to be connected to electricity prior to being used to charge a battery. The item does NOT ship with a battery inside. I contacted their support several times but they arrogantly refused to correct their mistake and held all my items at ransom until I paid the additional $29.99 on top of 49.31 to secure the release of all the items. I was invoiced a total of $79.3 which I paid. In the correspondence attached, they lie that the charges were cancelled but this is just how they roll.. Lies and more lies. I was already billed and they billed me some more. I was not happy and therefore immediately cancelled my paypal subscription with them and I had pointed this out to them in one of our exchanges with support. I was done with this fraudulent practice. Later that day, they attempted to stealthily bill me an extra $66 for shipping but paypal blocked their attempt and that's when I tried to cancel my subscription with them but they disabled the option and said before I cancel my subscription I must pay them $66 first. I even contacted the seller of the item and he confirmed in an email message that the item wasn't shipped with a battery but myus.com refuse to consider that message. My disappointment with them is that they lied that I had a loose lithium battery which can explode. Why did they have to lie about it? Confronted with facts, why do they arrogantly refuse to acknowledge their mistake?
Unfortunately, this is not the first time they have done this, I have a couple of previous experiences where they did this and when I asked them to ship it to another forwarder, they refused and told me that the only option they have is to return it to the seller. They are very vindictive people. They have a very arrogant customer care service and that is why I tried to cancel my subscription.
But unfortunately, they have even blocked me from cancelling and now they just added another bill for forced subscription.
This company has very questionable business ethics. They have latched onto my funds like a leech. Luckily I did not give them access to my credit card.
My advice is use them at your own risk. Using their service comes with a lot more trouble than it is worth.
DO NOT get their premium subscription. You will be very sorry.

I bought a Mountain Bike on a store named The Pros Closet in Colorado and they don't ship to Puerto Rico. So, I used MyUS services to get it shipped to me. I already pay $94 to ship the bike from Colorado to MyUS Suite in Florida. The problem is that MyUS is using an absurd dimensional method to calculate the weight of the package and inflated it from actual 42 lbs to 152 lbs. The normal cost to ship the bike from Florida to P.R. should be $168 by DHL Express (as MyUS calculator) but they are billing me $739.49 (invoice [protected]). I have shipped bikes from Europe and China for no more than $150 and express service. I have talk with Bike Shops owners and they told me the price is insane! Please help.

My account was put on hold for more than 10 days unabling me from shipping my items that I need desperately

When contacted customer service they said they don't have access to reason for putting my account on hold and they informed that they will escalate the matter and it will take 1-3 days to be resolved

Another 5 days passed and I had to raise a other complaint and now it's the 3rd day and no one have contacted me yet or solved my issue

I have seen the same issue happened to other members which is an indication that MyUs is unable to provide the service they claim to put provide their customers and cannot be trusted

Stay away from them

This place literally disgusts my own self that i paid three months of premium membership fee for nothing and when the third month I actually ordered something from them after directing my two shopping packages shipped in my suite 6714-701 and two orders i did from shopping.myus.com. There isn't no clue of my account now, like literally this place wiped my account of sight i cant find my suite after adding this number into the website, my log details don't work anymore my email address says never existed even though i have their mails and receipts to them then the documented invoices of they withholding my parcel at their warehouse!
I've tried writing so many times to them in chat boxes no replies ever from them, then the live chat version is just a mockery of them making you wait for two hours minimum then the site either crashing or reconnecting to start again. I literally lost over $300 in packages withheld by this company at this ‘personal suite' they gave me with no control and then with the latest update of my two MyUS shopping orders i did through their service of paying them freight and product fee for delivery of the items over see the orders are in such a confusing states but email now clarified they cancelled those paid orders and after a week too now no refund so that's fraud as well they charged me whatever they were eyeing on and as i paid for no reason payment went thru, details were appropriate and products were loud and clearly specified to them. This place literally has left that two orders worth $600 in total cancelling of site with no refund with explanation of product not available. Thats a complete LIE! Thats this company maligning facts at my whole face when i can see all my 8 supplemental items from gnc and a printer of amazon in stock why can't they? Just because they lied of being authentic and ive now paid.
NEVER EVER TRUST MYUS AGAIN!
I literally make everyone aware of the fact this sorcery the company has been consistently making out of my account and PAID orders by withholding, disappearance and lost state all is what MYUS is the culprit of apart from withholding my money of two shopping orders MYUS is responsible for without a single feedback to explain this and why such situation became in a first they are not replying since a whole week after trying to get a response i am writing this now with a Caution for everyone to never trust them with their belongings

Hello ! This is really stressful for my side .. I was communicating with them just well .. They gave me my suite number & even later I had to download the app .. I have their app .. since they received my parcel from USPS . I have been sending them tons of email, Facebook & even calling them .. they are not responding .. please I'll appreciate help here ! Thanks very much