Charged duty and tax
I ordered a few things from this company at Christmas, this included a free gift. Unfortunately,the free gift didn't arrive so I emailed them they apologised and sent it out. All was fine until March when I received a duty and tax invoice from fedex for £8.76! To cut a long story short I had from then until now( may) backwards and forwards with emails to sort it out. Basically I had to pay this debt and again after frequent emails I finally got them to repay me. They obviously didn't want to offering other reimbursement measures mainly a discount off another order!! They did apologise and said they would send me a full size product in the meantime as way of an apology, this was in March by the way but NOTHING turned up.
I gave them one star because their communication was consistent, I'll give them that.....all they kept saying was sorry for the inconvenience and thanks for your patience.
They have lost a good customer in me as I used to buy few items from them,particularly liking the oils. However I wouldn't trust them again
Very poor,charging the customer duty and tax on a free product!!
Reply from The Ayurveda Experience
Namaste Sarah. We appreciate you taking the time to share your experience with us and sincerely apologize for the frustration and inconvenience you have experienced over the past few months.
We sincerely regret that what was intended to be a simple gesture of goodwill (a free gift) resulted in customs fees and taxes, multiple emails, and broken promises. This is absolutely not the experience we want to provide to our customers, especially those who have supported our products in the past.
You are absolutely right: it is unacceptable to charge for a free gift, and the delay in resolving this matter, including our promise of a full-size product that never arrived, only added to your frustration. While we are pleased to have finally refunded the tax you paid, we fully understand that this should not have required so much effort on your part. We sincerely apologize for losing your trust and the opportunity to continue serving you, and we appreciate your past support.
