Hi STMD/Nduka,

My order just recently arrived to MyWarehouse, but after seeing the stated dimension for one pants which is 11 x 11 x 4 in, I was surprised so I asked for re-weigh/re-measure. After making the payment of $7.99, I was informed that the pants is not allowed to be shipped from US and stated that the $7.99 re-weigh fee will just be refunded and ask me to pick up the item. Hello? Excuse me? Is this STMD
When I asked which rules from US customs Olayinka is referring to? She is simply quite and until now no feedback.

When I insist for the result of the re-weigh/re-measure, finally she provided 11 x 11 x 3.5 in, which I still doubt since it's not even thicker to 2 inches. Any how I am still expecting to my refund of $10.99 since your measurement is not correct initially.

Back to Delivery#172 which Olayinka said that this item cannot be ship from US, can you please provide the supporting document from US Customs?

Paging NDUKA.

Thank you,
Felix
NG48310

I am also using ISOX and it's much cheaper than Shoptomydoor.

Customer service is also always available on phone and email.

NanaF:


Try ISOX shipping.

Used them of recent to ship a new iPhone from Amazon.

Hi Nduka/STMD,

Here's the email I received on Jan 21, 2016 "In response to your mail, please note that your shipment was received in our Lagos sorting centre and dispatched for delivery to you.
We appreciate your patience."

And here's the email I received on Jan 23, 2016 "In response to your mail, please note that we were just informed that this shipment is currently in transit to Nigeria as it was part of those shipments that were later released for onward shipping this week.
Kindly note that part of the shipments were allowed to ship before now while the others were released yesterday.
Further updates on this will be communicated to you next week."

Oh come on? Why you keep lying just to provide feedback??

Please tell the truth!!!! Where's my order #82644

Felix
NG48310

elex3177:
Hi Nduka/STMD,

Where's my order #82644

Tracking shows the following:

01-07-2016 "Booked to depart USA on next cargo flight on the 09th of Januanry 2016. Estimated to arrive Lagos Sorting Center after customs clearance on the 16th of January and will be available for pick up at your selected pickup center or delivered to your door on or before 21st of January, 2016"

Your email yesterday confirmed my order is now in Lagos, so why can't you deliver it now?

It's Jan 22, 2016 now and nothing has been delivered.

Felix
NG48310

Hi Nduka/STMD,

Where's my order #82644

Tracking shows the following:

01-07-2016 "Booked to depart USA on next cargo flight on the 09th of Januanry 2016. Estimated to arrive Lagos Sorting Center after customs clearance on the 16th of January and will be available for pick up at your selected pickup center or delivered to your door on or before 21st of January, 2016"

Your email yesterday confirmed my order is now in Lagos, so why can't you deliver it now?

It's Jan 22, 2016 now and nothing has been delivered.

Felix
NG48310

elex3177:
Hi Nduka/STMD,

I paid my order #82644 for shipment via air since Dec 23, 2015 but until now what I read from you is just stories.

Tracking my order showed the following:

12-23-2015 Booked to depart USA on next cargo flight on the 26th of December 2015. Estimated to arrive Lagos Sorting Center after customs clearance on the 02nd of January and will be available for pick up at your selected pickup center or delivered to your door on or before 07th of January, 2016.

01-07-2016 Booked to depart USA on next cargo flight on the 09th of Januanry 2016. Estimated to arrive Lagos Sorting Center after customs clearance on the 16th of January and will be available for pick up at your selected pickup center or delivered to your door on or before 21st of January, 2016

First you told me it is booked to leave on the 26th of Dec 2015, then informed me about the huge volume of deliveries due to holidays so it was rebooked on the following week (2nd Jan 2016), then again rebooked on the 9th of January 2016.

Then yesterday another message: "We regret to inform you that your shipment is being delayed due to US custom clearing, as they are yet to conclude the mandatory routine checks done on all shipments. As a result of the clearing process, your shipment could not depart the US as scheduled."

So it looks likes even I paid for shipment via air cargo, the delivery time just like shipment via sea.

As I can see, my experience with STMD became worst from bad.

Kindly work on the service I paid you ASAP.

Felix
NG48310

Hi Nduka/STMD,

I paid my order #82644 for shipment via air since Dec 23, 2015 but until now what I read from you is just stories.

Tracking my order showed the following:

12-23-2015 Booked to depart USA on next cargo flight on the 26th of December 2015. Estimated to arrive Lagos Sorting Center after customs clearance on the 02nd of January and will be available for pick up at your selected pickup center or delivered to your door on or before 07th of January, 2016.

01-07-2016 Booked to depart USA on next cargo flight on the 09th of Januanry 2016. Estimated to arrive Lagos Sorting Center after customs clearance on the 16th of January and will be available for pick up at your selected pickup center or delivered to your door on or before 21st of January, 2016

First you told me it is booked to leave on the 26th of Dec 2015, then informed me about the huge volume of deliveries due to holidays so it was rebooked on the following week (2nd Jan 2016), then again rebooked on the 9th of January 2016.

Then yesterday another message: "We regret to inform you that your shipment is being delayed due to US custom clearing, as they are yet to conclude the mandatory routine checks done on all shipments. As a result of the clearing process, your shipment could not depart the US as scheduled."

So it looks likes even I paid for shipment via air cargo, the delivery time just like shipment via sea.

As I can see, my experience with STMD became worst from bad.

Kindly work on the service I paid you ASAP.

Felix
NG48310

HI STMD,

I SENT SEVERAL EMAILS FOR 3 DAYS NOW AND NOBODY REPLIED!!!

I CALLED 0700 800 8000 SEVERAL TIMES AND I GOT ONLY ANSWERING MACHINE. I LEFT MESSAGE SEVERAL TIMES AND NOBODY CALLED BACK !!!!

THERE'S NO OPTION TO PAY AND SHIP ON MY WAREHOUSE AND TODAY IS CUT OFF AND STMD DOESN'T CARE!!!

I'M PISSED.

NG48310

Hi STMD,

For the last 3 shipments, I would say that STMD did a very well service. My shipments arrived earlier than scheduled.

However, my current items in my warehouse has been delayed for another week due to the challenges on the inventories made by STMD. In spite of the additional $0.99 charges for PROPER inventory, STMD still could not confirm the difference between 1 item and 3 items in spite of proof of invoice provided to them. STMD will have to insist to pay $4.99 for each delivery to be recounted before doing any action. And only upon reconfirmation, that's the only time you can contact the vendor where you buy the items for missing or incomplete delivery.

Following the process of STMD, payment for recount has been made since Saturday, but unfortunately up to date NO RECOUNT has been made which might again delay the shipment of my items.

It looks like STMD just keep delaying every action you requested, until such time you are feed-up and just send the items without proper inventory. In fact the same experience I always encountered every time I ask to check for the correct dimension and weight of the item, a reply will be provided when you already shipped the items. I LOOKS LIKE PROVIDING PROPER MEASUREMENT IS A BIG CHALLENGE TO STMD AS THIS IS ALWAYS THE COMPLAINT OF MOST OF THEIR CUSTOMERS, AND STMD JUST KEEP PROMISING FOR BETTER SERVICE.

So please STMD, do proper inventories for the additional $0.99 you are charging which was already a service you provided for FREE initially.

And now, after paying for RECOUNT, PLEASE seriously take immediate action so that my shipment will not be delayed again.

Thank you,
elex3177
NG48310

Hi STMD,

Thank you for listening.

FINALLY, I received the missing D#49.

However,please listen again:

May I suggest that on every parcel you delivered, please include a "checklist" not necessarily the "invoice" ) which is the replica of the receipt we received upon payment except for the prices; then add a column for "confirmed quantity" and "signature" of the packer who count, packed and sealed the parcel.

Thank you and more power.

Felix
NG48310

shoptomydoor:
Hello Felix,

We apologise once again for the inconveiniences this has caused you. But, like we said if you had opted for inventory this would have been a lot easy to deal with from our end. However, we will still assist as much as we can to look into this. Our customer service team will contact you before the close of work today.

Thank you for choosing shoptomydoor for your shopping and shipping needs. We appreciate your business.

Hi STMD,

I don't understand why you are advising me to check with the seller where I bought the items. In the first place, the items was delivered on 9/29/15 at 10:46AM and received by LAWAL (please seriously look at the UPS confirmation I attached previously) which weighs 2 lbs and measured 15in x 10in x4in as shown on MY WAREHOUSE. That is, even you did not open the parcel for inventory, there is "something" delivered for me and its tangible considering you did the weighing and measured the dimension which apparently you charged me for the shipping and tax.

So why you are advising me to check with my seller and ask if they delivered the items I bought where in fact LAWAL had received it, measured it, upload in my warehouse, paid for shipping and tax? So what is that "thing" that I paid under D49?

Really I don't get the logic of your advise.

What I think you should do is to find out where is the "parcel" from the time you sent it out from my warehouse?

Did you "really" packed it together with all my other items, D46, D47, D48, D50 and D51? NOTE that D50 and D51 HAVE NOT BEEN INVENTORIED but did arrived. Please see attached picture where items were packed as per "delivery", inventoried and un-inventoried.

Did your shipper from US cross check these items before shipping to Lagos?

Did your clearing agent in Lagos received all these items and submitted for clearing?

Did your clearing agent in Lagos confirmed that all items submitted for clearing has been cleared or are there still some items left behind at the customs?

Did your logistics check all items what they had received from your clearing agent?

Did your packer check all the "deliveries" against the receipt (attached) before sealing the parcel?

Did your courier confirmed that all parcel received are all sealed?

I am not sure how broad is you process, but maybe the above pointers can help.

As I noticed, there's no list of items inside the parcel when you delivered it.

May I suggest that on every parcel you delivered, please include a "checklist" and not "invoice" which is the replica of the receipt we received upon payment except for the prices; then add a column for "confirmed quantity" and "signature" of the packer who count, packed and sealed the parcel.

With this information, your customer can clearly see what are the items that were packed and sealed from your Lagos Logistic.

And from now on, oh yes I will still use your service until.., I will open the parcel and check all items together with your courier against the checklist inside the parcel.

Anyhow, maybe after you read my recommendations above, you might still have a chance to look into your process rather than giving me an illogical advise.

Thank you and I hope you cleared this issue so your customers, including me, will still continue doing business with you.

Godspeed.

Felix
NG48310

shoptomydoor:
Hello Felix,
Serving your needs remains our greatest priority and listening to your concerns and suggestions have continuously helped in improving our services to you. Although, we have explained why the need to introduce the cost of inventory which of course is based on the rising employee costs in our various warehouses, as such we introduced the inventory/update charge on September 2, 2015 to enable us continue providing this unique service that provides full visibility of your purchase at an affordable cost of $0.99, even though other companies providing similar services charge in the order of $5 for inventory.

As we have already explained and educated you on the implications of uninventoried packages and the benefits of inventoried deliveries as well as why we made it optional to suit request from customers, we believe you know that insurance can not cover for items we have no idea of. Kindly confirm from the store of purchase the allege missing item you are talking about, they are in the best place to confirm the content or number of items that was packaged and sent via UPS to our warehouse, as we did not open to count we can not tell what was in your parcel. Therefore, your package was sent to you just as we got it from UPS.

Once again, we advise that you contact the store of purchase on this. Thank you for your patronage.

Hi STMD,

As I posted in my previous email, the parcel was received by LAWAL. And now I attached the confirmation from UPS.
UPS confirmed that the item was in your hand so you are responsible for that parcel even you did not do any inventory. The parcel was also uploaded on my warehouse confirming that the parcel is within your premises.

There are 5 items on that parcel and none of them was delivered. That is, the whole parcel was gone within your control. If my settings is not set to inventory, does that it mean that it will not be delivered? OR IS THAT SIMPLY MEANS THAT WE SHOULD NOT EXPECT THE ITEM TO BE DELIVERED BECAUSE WE DID NOT PAY THE ADDITIONAL $0.99?

IF YOU CANNOT GUARANTY THE DELIVERY OF OUR PARCEL (BECAUSE WE DID NOT PAY $0.99), WHY SHOULD WE USE YOUR SERVICE?

Note that I paid for the weight and appropriate tax of that parcel to be delivered, YES I paid you for your service, so you should provide me the service I paid for.

Initially, inventory was carried out in US without any charges, and this was my original settings. And I never deselected it. With your new policy "demanding" $0.99 additional cost for the inventory which you are already providing before as part of your service, is actually an additional profit but NOT to provide better service to your customer.

Appreciate on your next call to me, you will inform me the good news AND NOT ANOTHER NEVER ENDING STORIES.

Thank you,
Felix
NG48310

shoptomydoor:
Hello Felix,
We understand how you feel about this experience and our team has been on this issue since you brought it up to our notice.

Having gone through your record regarding the alleged missing item in delivery 49 which was not received, we will like you to know that your delivery was not inventoried because you selected ‘no inventory’ in your warehouse.
An email/newsletter was sent earlier on this to educate all our customers on inventory service, in which was clearly stated that our 100% delivery guarantee or money will not apply for deliveries that were not inventoried as with that option, it means you have not permitted us to open your delivery, that being said we did not have an idea of the total count and type of item received.

We at Shoptomydoor are more interested in satisfying our customers and we listen to all complaints, feedback and suggestions from customers to serve their needs better.
On this we will advise that you get in touch with the store of purchase for any item not received by you as we did not perform a count of what was initially received in our warehouse, which is in accordance to your option of ‘no inventory’ as selected in your warehouse. We hope that you resolve this item not found with the store of purchase.
We appreciate your business.

Hi STMD,

It's almost a week now and the response I am getting from STMD concerning the missing delivery #49 is... "We are still trying to locate your missing item under delivery 49." which was 2 days ago.

I have already submitted all documents your required including the invoice I paid for delivery #49 and UPS tracking information below confirming that the item was received by STMD:

Tracking Number: 1Z577140YW69175199
Delivery Date / Time: 29-September-2015 / 10:46 AM
Delivery Location: RECEIVER
Signed by: LAWAL

Please advise the next step if you cannot delivery these items this week.

Thank you,
Felix
NG48310

shoptomydoor:
Hello Felix,

Our system has been automatically set up to take into consideration the weight and dimensions of the exact item itself without the box with which it came, hence you are getting a reduced cost. If we were to input the items packaged weight and dimensions you would be billed accordingly.
We appreciate that you acknowledged that you never had such experience of a missing item since you started using our platform in June for your shopping and shipping needs. Kindly note that we have looked into your request using the order number you provided and your complaint has been forwarded to the appropriate department, you would be contacted by our customer service team on this. If you have already sent an email, be sure that your queries are already being worked on, since we do not resolve your issues on social media. we will suggest you use our email to enable us document, track and deal with the root cause of such issues in future.
Once again we appreciate your patronage. Have a wonderful weekend.

, since we did not take an inventory, we can not tell what

Hi STMD,

Thank you for your prompt response.

As you cited an example, a box of cotton wool weighing 10 kg will be calculated based on the dimensional weight, which normally cost more that the actual weight. Then you did your compression/consolidation upon shipping, but the cost charge your customer is still the same as the dimensional weight and not the "compressed/consolidated" weight which we are expecting and which makes your service attractive.

When you say "we try to repackage items to reduce such cost", means you reduce the cost for "you" but the cost for us is still the same, since you never re-weigh nor re-measure the box upon checking out. That is, the shipping cost is just simply the summation of each calculated delivery cost and not the cost of of the parcel when repacked and consolidated.

As may know, customers are willing to pay your tariff in accordance with your policy, but having noticed that you are not calculating the cost upon repackaging looks like not align with your own policy.

By the way, just received my parcel #73316 but unfortunately "delivery #49" is missing. this is the first time it happened for 12 shipments since June 2015 when I started using your service. Please investigate and provide feedback asap.

FINALLY, reaching 0700-800-8000 is just a waste of money, you will just hear announcement and after listening for 5 minutes, the lines cut off. Please connect human being on that number, your customers are not robots. I hope assigning a human being to that number will not be charge to us.

Thank you,
Felix
NG48310

shoptomydoor:
Hello Felix Emnas,

We appreciate your patronage, in response to your post, as much as we can we try to reduce the volume weight and hence lower your shipping cost. However, that can only apply to items that can allow us to do that. For example if your items come in different boxes we have those items all consolidated in 1 box, this also applies to items like shoes that usually come in its on box as well.
The Dimensional Weight is calculated at the size of a package to quantify the space it takes during shipping, and the airlines assign a weight to the package based on the size. A simple way to explain this is to look at a box of cotton wool that weighs just 10 kg. If not compressed, this can take the size of a whole plane, but the airlines will not charge you for just 10kg, but will look at the space your shipment takes on board. Hence we try to repackage items to reduce such cost. For more information please go to http://www.shoptomydoor.com/MyShippingCost.html

Thank you for being a part of our business, we also appreciate your participation in the snap share and win promo. We also hope to see your post on the promo you won, we appreciate your genuine feedback.

Hi STMD,

I quote the feedback below because I believe there's some discrepancy on the reality.
STMD stated that "As much as we can, we will always try to reduce the sizes of your boxes to reduce the volume weight and hence lower your shipping cost.", but in reality, STMD calculate individually the cost for each item arrived to our unit, that is, for each delivery.
So the statement mentioned above by STMD is not really true since when you checkout, the amount you have to pay is simply the total of each cost for each delivery, where in fact if all deliveries will be consolidated into one box, and do "proper" measurement and weighing using a calibrated scale, I believed the statement of STMD above will be very much true.

Appreciate if STMD can reconfirm their statement above.

Thank you,
Felix
NG48310

shoptomydoor:
Hello Agnes,

We appreciate your paronage and we have looked into the issues you raised. From our record we can see that you have already beeen contacted by our customer service team and have been adequately informed on this. Kindly note that the dimensions of the dispatched package was acurate. If you have any doubts about this, we will request again that you provide us pictures of the item's dimension as you measured it. Also note that packages are updated and dispatched based on rounded figures.
Thank you for choosing Shoptomydoor for your shopping needs, we wil continue to serve you better

Shipment# 76995, Order#69575

Just received another parcel, intact and complete.

Thank you,
Felix
NG48310

Shipment# 77488, Order#70748

Just received another parcel, intact and complete.

Thank you,
Felix
NG48310

This is my 6th order/delivery since June 2015 when I started using Shoptomydoor.

Looks like Shoptomydoor is improving, the delivery came 4 days ahead of the planned delivery date.
Also, the missing items that could not confirm before in my warehouse finally appear with the delivery.
So nothing is lost and everything is well packed as usual.

Thanks again.

Felix
NG48310
Shipment# 76779
Order# 70760

"SHOPTOMYDOOR New Enhancement To Your Account - 99 cents Inventory/Update Charge"

Hi Nduka,

The inventory/update has been part of your service since.
Why are you charging it? This is not enhancement to my account but rather enhancement to your profit.

What we are expecting as enhancement is for you to replace your outdated weighing scale since your measurement is always above the actual/real measurement compared with calibrated weighing scale.

I just remember buying fish under the bridge of Falomo Bridge, were vendors are asking me if I want them to use "good" scale or "bad" scale to weigh the fish I want to buy. The good scale provides the correct measurement but will charge you higher than the bad scale whose weight measurement is less than the calibrated scale. Which one are you using?

I hope you got the message.

Thank you,
Felix
NG48310

Hi Shoptomydoor,

Check the record, dimension is 5x5x5, is that equivalent to 1.20 lbs that you charge me?
By the way, I used the online tool, unfortunately it doesn't match still.
Again, it looks like you did not look at the picture, it is just a small parcel and not a "huge teddy bear" so it will not occupy much space.

thanks

shoptomydoor:
Note that the shipping cost is determined primarily on the dimensions and weight. Therefore, you could buy a teddy bear that might have a smaller weight but will take up more space in the aircraft, and as such the dimensional weight is applied and that affects your cost. This is programmed into the system and it is based on the same formular used by all shipping companies. Chargeable Weight = L x W x H /139. Our quote tool provides you shipping cost well before you decide to ship. Visit http://www.shoptomydoor.com/shippingCost.html for more on the concept of dimensional or chargeable weight.

To be sure customers know the actual shipping cost even before shopping, we have the "Item Quote Tool" online that enable you to enter the actual item and a shipping cost is displayed. For these, if there is any difference, we guarantee not to charge you more than the quote shows. We also offer a free modification in shipping cost if at anytime we discover that there was an error in measurement. We'll like to look into your complaints, so please provide us with your order number to enable us look into this.

Hi Shoptomydoor,

Maybe you did not look at the picture I attached, I used a weighing scale and the unopened parcel read as 239 grams (0.53 lbs) and not 1.21 lbs as you charged me. Maybe your weighing scale needs to be calibrated or replaced.

Please look at the picture again.

Thank you,

shoptomydoor:
Hello Felix,

We have gone through your record on our platform using the details you provided.
Kindly note that your actual weight was 1.21lbs and that was what you were equally charged for. No difference. Please log in to your warehouse to view your order history.

just received my third shipment from Shoptomydoor from UK 2 days earlier as scheduled.

the actual weight is 239g (0.53lbs) and I was charged for 550g (1.21lbs). Few dollars difference for small parcel but what about for heavier parcels?

Shipment No. 75273 Order No. 69335

Anyhow thanks,
NG48310

received my 2nd orders from US just in time.

The good thing in buying from US is that, SHOPTOMYDOOR consolidate my orders into one parcel hence saving a lot on shipping weight unlike in UK.

thank you.
NG48310

All my orders were received even 2 days earlier than scheduled.
Since my orders were coming from UK, SHOPTOMYDOOR doesn't consolidate my orders and will based the weight on the individual volume weight of each item which is most of the time heavier that the actual weight since the items always comes with some protective stuff.

Any how thanks.
Unit NG48310