We love and appreciate our neighbors to the North. It’s too bad that it is cost prohibitive sometimes to ship up to them. We have a lot of customers from Canada call for door hardware and unfortunately the cost to ship there can be quite a bit more than our continental United States. We just had a customer recently order a significant amount of Weslock door?hardware to be shipped to Canada. The order arrived and the box was damaged – soaked with water or somekind of liquid substance. As a result the boxes were all ruined and all of the door knobs and mounting hardware were in a pile in the bottom of the box damaged. Of course the customer was not happy receieving them that way, i would not be either. So we quickly sent out?a replacement order and filed a claim with?the shipping company?for the damaged shipment of door hardware.
The shipping co.?sent out a driver to pick up and inspect the package. The customer had since repackaged the items so they could be contained since the original box was obliterated. The shipping company denied the claim stating that the items were not packaged well and in a weak box. We ship thousands of doorknobs and of course we don’t send them in soaking wet boxes with all the parts in a pile at the bottom, and they are always packed in boxes sufficient for the weight of the product.
So, now we have a couple thousand dollars worth of hardware that is now just damaged miscellaneous parts that?the shipping company?won’t reimburse us for. Our only option was to dispute the claim, but to do that we need the shipment here in our office so we can have an area rep inspect it again. So, another $60 to get the items back to our office. Now we’re into this order?3 International?shipping fees and two customs tarrif fees at around $170 each, and a loss on?the cost?of product, and the cost of the replacement order?-?not to mention?an inconvenienced/unhappy ?customer which probably cost us more in the long run.
It’s a little frustrating at times relying on?someone else?to deliver your product to the customer, but such is life in the business world I guess. Hopefully we can get the shipping company to own up to the damage and help us out on some of the cost. Stuff like this happens, this one was just particularly bad since it was international, so the shipping costs were way up there.