ColdCuts // HotWax Reviews 

Reply from ColdCuts // HotWax

Apr 7, 2022

Hi Vladimir,

It's sad to see you've gone out of your way to leave us this review, after we've done everything we can on our side.

Your first parcel was returned to us because Correos incorrectly asked you for taxes to be paid on your parcel, when you had paid these taxes via our website.

This is a well known problem with Correos, who have been incorrectly asking customers for taxes when none are due:

https://spanishnewstoday.com/correos-wrongly-charging-vat-on-uk-and-us-letters_1685978-a.html

We are registered to pay tax in Europe, and every parcel is marked with the IOSS symbol and our IOSS number is included with every parcel. There is nothing we can do when a Correos employee incorrectly marks the parcel as taxes due. Once that has been set in motion, all we can do is ask you to reject it and then it will be returned, and we will send it out again for free (which we did for Order #42918 and it was delivered without you being asked to pay for taxes, as it should have done first time around).

You have insisted in emails we have not been filling in our customs forms properly (in this review you say 'tax filing')... I'm going to guess you don't have years of experience in imports and customs. Our customs forms are automated and confirmed with government software - to make sure we are entering the correct information. It is impossible for us to enter incorrect information unless we purposefully change the information to something incorrect.

The most recent parcel was returned because a delivery attempt failed and it was not collected from the depot. The only way we could have stopped this is if we were physically in your flat waiting for your parcel or we physically travelled to Barcelona to collect the parcel from your local Correos depot for you.

There comes a point where instead of kicking a small two-man retailer, you should have some empathy and instead target some of that anger at your local delivery service - Correos.

We've responded to all your customer service emails immediately, have even sent out another past return for free (Order #42918). We've refunded you immediately for this most recent returned parcel.

There comes a point when there is nothing we can do, and you're just intent on given us a one star review because... maybe you've had a bad week and would like to take it out on someone?

Cheers,

Will.