RE: Bungled Order #2488
In light of recent experiences, your once noble and shining reputation is now tarnished. I ordered a four-pack of your ketchup as a gift for my girlfriend – a Canadian ketchup aficionado who had not yet tasted the wonders of your brand – and I paid for the international shipping and handling on the order. She was not only surprised at my thoughtful gift but also shocked and dismayed that UPS stubbornly charged her $50 to receive the package. As you could imagine, this took some fun out of the whole experience.
When she called me, confused and frustrated that she paid the deliveryman for something she didn’t order, we joked, hoping to lighten the mood: “$85 for four small jars of ketchup? You guys better taste incredible!” And I will indeed tell my friends (and my substantial social media reach and influence) that Sir Kensington’s is absolutely Without Credibility.
Nowhere did my online order state “possible added shipping fees to be paid by recipient”. I paid $9.99 for UPS Ground international shipping and trusted you were a company of its word: that the shipping was covered and all tariffs and duties were included. Sorry to say, but I now perceive your brand as manipulative and withholding. I now see your uncle Kensington as a phony lacking basic human values, moral fortitude, or any respect at all for the lifeblood of his company: his customers. In fact, I wouldn’t be half surprised to learn that “Sir” Kensington stole the recipe in the first place. That’s the impression I’m left with thanks to your total disregard for transparency in price and your selfish, exploitative relationship with decent, hardworking people.
Now, perhaps it was a mistake and you are willing to regain our faith in the company. Perhaps the wires got crossed between you and UPS. Perhaps it’s UPS’s fault altogether! I would like to believe a company that prides itself on good ol’ traditional values would take accountability for its actions; take accountability for facilitating a negative experience; and take accountability for the public relations disaster this hopefully won’t become.
There are few things in life as insidious and conniving as post-purchase hidden fees – especially upon gifts. It’s like winning a free trip to Hawaii, you grinning in your lei, only to learn of an exorbitant cost required to open the door and let you out of the aircraft. Since you’ve already landed and are eager to experience it, what choice do you have? It is a dead-set scam, no matter how you spin it. Your online international market requires more from your company than the local American audience (who can easily pick your product off any supermarket shelf) and yet this is how you behave? C’mon, guys.