A word on customer service...and how to do it.

 

A quick story.

Many months ago (I believe late May), I made an order for some products from TT Combat, a company in the UK I've used for many years.  I have a heap of TT Combat products and I like them, etc.  I spent around $150 USD.

Fast forward 5-6 weeks and I feel like I should have received the order, so I poke around on the FedEx link.

Turns out the package has been seized by Customs some weeks back (without informing me, of course).

Contact FedEx.  "You need to fill out some forms".  Hmmm, okay, if it's something simple, no big deal.

FedEx then sends me papers to declare the chemical composition and origin of the MDF in the package, etc.  What?  I respond that...I'm not required to fill that out but I will forward it to TT Combat.

TT Combat receives it, gets in touch with FedEx and sends them the completed forms, even if they're a bit baffle as well.

No progress.

Waiting several weeks I get back in touch with FedEx.  "You need this new CBP form, and you need to create an Importer Account with CBP, etc."

Nope.  I tell them to fuck off, and I instruct them to return the package.  I inform them I'm not required to fill out the CBP form (as it's only used for commercial importers and products over $2,500 in value, etc.).  I used to be in the CBP so I'm not falling for this nonsense.  Someone at CBP or FedEx is completely mistaken and thic package was wrongfully seized.

FedEx agrees to return the package.

No progress.

TT Combat is in touch with FedEx and contacting them as often as I am, etc.

Eventually TT Combat files a flaim for a lost package, seeking reimbursement.  The finally get reimbursed and contact me, offering to re-send the package, this time via DHL. I received the package today.

Over the course of roughly four months, TT Combat stayed on top of this nonsense, and always responded to my emails and was working with FedEx trying to resolve this issue (one they don't encounter normally).  Meanwhile FedEx is not communicative, loses the package, and wants me to fill out unnecessary forms (with heaps of personal information) and then send them to an unverified customer service email, etc.

In short, TT Combat stuck with it this whole time, and got me the products I ordered.  It would have been dozens of phone calls and emails between all of us, and they kept to it.  I didn't need to hassle TT Combat myself to see if they were still working on it, etc.  They aggressively sought resolution from FedEx (who suck ass), and really went above and beyond.

 If I wasn't already a solid TT Combat customer, I sure would be now.

Fun Fact: During these four months I ordered and received two other packages from TT Combat, same value, shipped via FedEx, etc.