₦airaland Forum

vibrant99:
Shoptomydoor

Sincerely, I Have been mute about this but i wont mind saying it now to your hearing and Seeing.

Sometimes In June 2015, I got a package delivery that Has my name on it, My address on it, when i opened it WOOW!!!, I saw sneakers about 4 different pairs, Worth thousands of dollars, But on a second thought, I didnt ask for this,didnt buy it at any time, though they were my fit, i immediately called Shoptomydoor and Told them i got something not belonging to me, Really!!! The man on the other side answered, and said FEDEX will come right back for it, and thats all FEDEX came and picked it up, and Thats it!

I have been expecting a form of gratitude from this firm, a type of Thank You offer, A gesture of Ubiquitous-ness , That will encourage such acts in anyother time, But none came, I didnt even get a Coupon, didnt get a discount, This why people have a change of heart in their decisions, I read everywhere, everyday of how Such acts are rewarded, how they are encouraged in people, but You guys seems to be very busy with Business.

No Problem.

21259.

Mr Austin right?

Wow, a big apology on this. Yes, we had some issues with mixed up deliveries and have sorted the root cause of it since then. Yes, you are right. You need to be thanked for the good gesture. I will have some souvenir shipped to you and you should receive it in the next few days. Again thanks for the good gesture. A 10% off coupon will also be sent to you to use for your next shipment.

Please continue to do good in future oh. LOL.

Best Regards,
Nduka Udeh
President/CEO.

ezeuba:
I just quoted this because it touches an area which I would like to discuss further about here. I already sent an email asking if it is possible for me to opt out of the SMS notification thing so I could avoid the extra charges, but yet to get a response to that. Sincerely, I think the SMS notification thing should be optional, just like the shipment picture and other features in the warehouse. I really don't need it myself. The email notifications serve me just fine and I am averse to any extra charges heaped on my current charges. Most times I just turn a blind eye to some of the crazy shipping charges mostly because I ship many items at a time. If I level out all the shipping charges for the various items I ship I feel like 'well, OK'. But that doesn't really justify it, just that I don't feel like splitting hairs over not too significant stuff. Please make the SMS notification thing optional. I for one do not need it and will gladly pass on it.
Thanks.

Hello Felix,

Customer service will respond to your email. But l can let you know that this is something a lot of other customers have requested for. Most have said they prefer to get SMS alerts on shipment status rather than emails that they don't check regularly. For now its not optional as its hard wired into everyone's account. In future we may consider removing it or making it optional, but for now it cant be deactivated from anyones account.

Do have a blessed September.

Best Regards,
Nduka Udeh
President/CEO.

elex3177:
"SHOPTOMYDOOR New Enhancement To Your Account - 99 cents Inventory/Update Charge"

Hi Nduka,

The inventory/update has been part of your service since.
Why are you charging it? This is not enhancement to my account but rather enhancement to your profit.

What we are expecting as enhancement is for you to replace your outdated weighing scale since your measurement is always above the actual/real measurement compared with calibrated weighing scale.

I just remember buying fish under the bridge of Falomo Bridge, were vendors are asking me if I want them to use "good" scale or "bad" scale to weigh the fish I want to buy. The good scale provides the correct measurement but will charge you higher than the bad scale whose weight measurement is less than the calibrated scale. Which one are you using?

I hope you got the message.

Thank you,
Felix
NG48310

Hello Mr Felix,

Nice hearing from you. I see you have been a customer since June 2015, and we appreciate your business.

Presenting accurate information is always good and l can see from your account that you have never been charged an update fee. We had this long ago in the past, and cancelled it in March 2015, but due to factors beyond our control, we just have to re-introduce it again as of today, and at a fraction of what it was before. Can l see an invoice from March till now where you were charged an update/inventory charge. If there is, we will refund you all such as it was not supposed to be. I am really interested in seeing this, so please be sure to let us have this when replying. It will be immediately refunded to you.

A lot of companies do not charge update/inventory charge because when they receive packages for you, they simply ship it to you like that. They do not open, count or update every single item to tell you what was received, allowing you to compare and know if anything was left out before the items are finally delivered to you all the way in Nigeria. With such service, you are totally blind as to the content until it is received. At this point it may be late to notify the store if there is anything missing in what was sent to you.

A lot of companies also charge on the average $5 for inventory if they perform the same service that we do. We have left ours at 99 cents, and l think its very considerate compared to the amount of time, energy and effort put into by our warehouse personnel to let you know what was received and if anything is out of order. Some even charge you for consolidating multiple deliveries as one as well as disposal fee for boxes at your request. All this extra service is free by Shoptomydoor.

We will not be modifying or removing this charge as it is designed to further improve the service we offer to you in terms of update time, accuracy.

On the issues with measurements or weights, we review any weights that is found to be wrongly inputted and we do this for those who request for us to verify. Weights are done by humans and they can once in a while make a mistake by inputing a wrong value. Please review https://www.shoptomydoor.com/MyShippingCost.html to see how chargeable weight is arrived at. You may be confusing dimensional weight when it occurs with actual weights.

Hope this helps. Best regards.
Nduka Udeh - President/CEO

dunwun:
Shoptomydoor, why are you so swift to attend to complaints on this platform but work at snail speed when emails or calls are made to your customer service contacts

All these success stories are nice but I refuse to be carried away until all my concerns and issues with you are resolved today and my goods shipped out tomorrow.

Worse still, Nduka no longer responds to emails, maybe cause a lot of sweet songs are now being sung.

Summary of my complaints,

Always takes over 48hrs in uploading orders even after many calls and prompts. Had a shipment that took up to 2 weeks. After so much effort to get them to locate my goods, the order shows up and I'm charged for wrong addressing when the address on the package is the exact same as the address on all my other packages. The invoice is there for them to see.

Another observation, US shipping more straightforward, realistic, somewhat hassle free than UK shipping. Terrible mistake using their UK services. I have lost sleep over my orders. There are many other freight forwarders to consider esp in the UK.


All items are overvalued even after repeatedly sending and uploading invoices. Nothing happens. I'm guessing you make a lot of money from the 10% flat rate customs fee, that's why you beef up the values of items.

The scales at shoptomydoor need calibration, besides, they measure to the nearest whole number. So if your package weighs 0.6lbs, you'll get 1lbs instead and of course your chargeable weight goes higher and that's more money for shoptomydoor.


In UK, no consolidation, my items get split and shipped contrary to my instructions and consent. No apologies/ assurances whatsoever, now I plan on returning some goods, so what next?

Now , this one beats me, if you choose to buy a bogus item eg a plastic tray measuring 18'' by16" by 2", get ready for a whole in your pocket from the shipping costs. Could go as high as $50. It doesn't matter to shoptomydoor as in, they don't care if the value of the item is 79cents and the weight is .8lbs.

You get to talk to all the customer service people to resolve issues from temitope to Hannah, to ebuka, to debbie, to Bisola but you know what? Nothing or little is achieved other than 'we'll forward it to the dept in charge to handle this'. And you need to sing the whole song of complaints to every customer service personnel you speak to. I have spent 1.5hrs on my call credit talking to them at a go, but we've not moved much from where we started from.

The core function of any customer service is to clarify, resolve and provide solutions to ALL of customer's concerns and promptly too with minimal effort by the customer!


The ratings of any service provider is not so determined by what he normally does or should do (that's what he's being paid for anyway), but more about how he handles customers' issues and concerns when they arise.
People are supposed to get their shipments so don't think you've arrived with all these songs of praises offered by customers, it's the proper way to do business. The true test of how good you are is how you handle issues.

I have raised many issues and will give the house feedback on how this unfolds.

Regrettably, I don't have sweet praises to sing for shoptomydoor.




NG1854.

Hello,

I respond to comments that need me to respond, and not to all and every single comment. When l see genuine complains like this, then l attend to them. Complains that l might have missed in the course of normal work that may not have reached me directly.

All the complains you talk about are clearly mentioned on our site for you to see before you decide on a service to use, as we inform everyone well ahead of time before any procedure is adopted.

1) If there is a delay in updating your shipment to your warehouse, then the shipping label came without a unit number and there are procedures we have to take care of this. Unfortunately until you respond to what we need, we cant do much as we want to ensure that items for customer A is not loaded up for customer B. What you have on your invoice may and is at times different from whats on the shipping label, so l will advice you ensure your shipping address has everything correct. And mind you, a lot of companies in an effort to promote green initiative do not include paper invoice in their shipments, so while some sections of their address may.

2) On the UK, please see the attached where you are informed of the procedures for UK. This has been there clearly since 2013 when we started operating out of the UK. A lot of factors go into how we operate from various countries and l am sure you know that laws and regulations, as well as insurance can affect how you deal with customers items from various countries. With that, l am sure you can see clearly that no company from UK offers the same type of updates as we do from the US.

3) On the values of your items, yes, it is mandatory to have the correct values for 2 reasons, and we will not deviate from this:
(a) Insurance reasons - Initially we left it at zero when invoices do not come with the items and the customer was left to update it. But as we insure all items that is shipped, the details of your shipment is what is passed to the insurance company. So if you put $2, instead of $50, then if any thing happens you are compensated for $2. of course this raised a few issues with some customers who had items damaged while been delivered locally and hence we had to stop that option. The correct values must be entered.
(b) In line with our 100% money back guarantee, we ensure that you get the full cost of items plus shipping cost if anything happens to your items.

On duties, it is mandatory these are paid in Nigeria, and what we did before changing to this model was to lower our normal shipping cost from $4.19/pound (am using the US now) to $3.59/pound. This was the part of the cost that accounted for duties in the past. However since this could not settle the duties on most items we had to adopt this new model. Yes, there may be other companies that use other models, but we have to conform to what is more standard. I am sure you know what DHL or Fedex will charge you for clearing and customs duty if you ship through them. It definitely is not comparable to our fixed 10%.

Now, l am also sure you see the alert that comes to you when items are received, and it states " We may estimate the cost of your items for insurance and clearing purposes. If the value is wrong, please upload your invoice and it will be corrected". I am sure you see that means we have no motive to inflate values, and all you need to do is to send us the invoice and its updated. have you ever sent an invoice to us for update, and we refused to?. If this has happened, then l can say there is a valid reason to say we inflate values for personal gains.

4) On bogus items as you called it, yes you are right. unfortunately shipping cost anywhere in the world is not a function of cost of items but primarily on the dimensions and weight. If you do not understand the concept of dimensional or chargable weight, please go to http://www.shoptomydoor.com/shippingCost.html. You cant buy a bogus/large item eg 2kg of cotton wool that will take up the whole space of a car and expect that you are charged for just 2kg. Our quote tool provides you shipping cost well before you decide to ship. We also offer a free modification in shipping cost if at anytime we discover that there was an error in measurement.

All the same thanks for this. One key insight l have received from you, and thats why l am responding to this personally is the issues you had in resolving issues, that makes you talk to numerous customer service representatives. I have taken note of this and will look into it seriously to ensure this is fully put to rest. Our standard of serice is 4 hours issue resolution (within working period) and a maximum of 24 hours outside of Sundays. If from your complain this is not been achieved, then we have an internal issue and l will look into this immediately.

I hope l have been able to make you a wise shipper, so you know why we take certain procedures. We understand that the huge values in naira/dollar rate is affecting everyone and we will from September to October come up with some good discounts for those wanting to ship items via Ocean. This will be a good time to ship bulky items for just $20 (up to a certain size) and you will have it before Christmas.

Let me know if you have any further questions. I may not respond immediately as l get busy with other things, but once in a while, l will always come here to feel the pulse of our customers and know what it is we can do to serve them better.

My Best Regards,
Nduka Udeh
President - Shoptomydoor.com

dunwun:
Shoptomydoor, why are you so swift to attend to complaints on this platform but work at snail speed when emails or calls are made to your customer service contacts

All these success stories are nice but I refuse to be carried away until all my concerns and issues with you are resolved today and my goods shipped out tomorrow.

Worse still, Nduka no longer responds to emails, maybe cause a lot of sweet songs are now being sung.

Summary of my complaints,

Always takes over 48hrs in uploading orders even after many calls and prompts. Had a shipment that took up to 2 weeks. After so much effort to get them to locate my goods, the order shows up and I'm charged for wrong addressing when the address on the package is the exact same as the address on all my other packages. The invoice is there for them to see.

Another observation, US shipping more straightforward, realistic, somewhat hassle free than UK shipping. Terrible mistake using their UK services. I have lost sleep over my orders. There are many other freight forwarders to consider esp in the UK.


All items are overvalued even after repeatedly sending and uploading invoices. Nothing happens. I'm guessing you make a lot of money from the 10% flat rate customs fee, that's why you beef up the values of items.

The scales at shoptomydoor need calibration, besides, they measure to the nearest whole number. So if your package weighs 0.6lbs, you'll get 1lbs instead and of course your chargeable weight goes higher and that's more money for shoptomydoor.


In UK, no consolidation, my items get split and shipped contrary to my instructions and consent. No apologies/ assurances whatsoever, now I plan on returning some goods, so what next?

Now , this one beats me, if you choose to buy a bogus item eg a plastic tray measuring 18'' by16" by 2", get ready for a whole in your pocket from the shipping costs. Could go as high as $50. It doesn't matter to shoptomydoor as in, they don't care if the value of the item is 79cents and the weight is .8lbs.

You get to talk to all the customer service people to resolve issues from temitope to Hannah, to ebuka, to debbie, to Bisola but you know what? Nothing or little is achieved other than 'we'll forward it to the dept in charge to handle this'. And you need to sing the whole song of complaints to every customer service personnel you speak to. I have spent 1.5hrs on my call credit talking to them at a go, but we've not moved much from where we started from.

The core function of any customer service is to clarify, resolve and provide solutions to ALL of customer's concerns and promptly too with minimal effort by the customer!


The ratings of any service provider is not so determined by what he normally does or should do (that's what he's being paid for anyway), but more about how he handles customers' issues and concerns when they arise.
People are supposed to get their shipments so don't think you've arrived with all these songs of praises offered by customers, it's the proper way to do business. The true test of how good you are is how you handle issues.

I have raised many issues and will give the house feedback on how this unfolds.

Regrettably, I don't have sweet praises to sing for shoptomydoor.




NG1854.

Hello,

I respond to comments that need me to respond, and not to all and every single comment. When l see genuine complains like this, then l attend to them. Complains that l might have missed in the course of normal work that may not have reached me directly.

All the complains you talk about are clearly mentioned on our site for you to see before you decide on a service to use, as we inform everyone well ahead of time before any procedure is adopted.

1) If there is a delay in updating your shipment to your warehouse, then the shipping label came without a unit number and there are procedures we have to take care of this. Unfortunately until you respond to what we need, we cant do much as we want to ensure that items for customer A is not loaded up for customer B. What you have on your invoice may and is at times different from whats on the shipping label, so l will advice you ensure your shipping address has everything correct. And mind you, a lot of companies in an effort to promote green initiative do not include paper invoice in their shipments, so while some sections of their address may.

2) On the UK, please see the attached where you are informed of the procedures for UK. This has been there clearly since 2013 when we started operating out of the UK. A lot of factors go into how we operate from various countries and l am sure you know that laws and regulations, as well as insurance can affect how you deal with customers items from various countries. With that, l am sure you can see clearly that no company from UK offers the same type of updates as we do from the US.

3) On the values of your items, yes, it is mandatory to have the correct values for 2 reasons, and we will not deviate from this:
(a) Insurance reasons - Initially we left it at zero when invoices do not come with the items and the customer was left to update it. But as we insure all items that is shipped, the details of your shipment is what is passed to the insurance company. So if you put $2, instead of $50, then if any thing happens you are compensated for $2. of course this raised a few issues with some customers who had items damaged while been delivered locally and hence we had to stop that option. The correct values must be entered.
(b) In line with our 100% money back guarantee, we ensure that you get the full cost of items plus shipping cost if anything happens to your items.

On duties, it is mandatory these are paid in Nigeria, and what we did before changing to this model was to lower our normal shipping cost from $4.19/pound (am using the US now) to $3.59/pound. This was the part of the cost that accounted for duties in the past. However since this could not settle the duties on most items we had to adopt this new model. Yes, there may be other companies that use other models, but we have to conform to what is more standard. I am sure you know what DHL or Fedex will charge you for clearing and customs duty if you ship through them. It definitely is not comparable to our fixed 10%.

Now, l am also sure you see the alert that comes to you when items are received, and it states " We may estimate the cost of your items for insurance and clearing purposes. If the value is wrong, please upload your invoice and it will be corrected". I am sure you see that means we have no motive to inflate values, and all you need to do is to send us the invoice and its updated. have you ever sent an invoice to us for update, and we refused to?. If this has happened, then l can say there is a valid reason to say we inflate values for personal gains.

4) On bogus items as you called it, yes you are right. unfortunately shipping cost anywhere in the world is not a function of cost of items but primarily on the dimensions and weight. If you do not understand the concept of dimensional or chargable weight, please go to http://www.shoptomydoor.com/shippingCost.html. You cant buy a bogus/large item eg 2kg of cotton wool that will take up the whole space of a car and expect that you are charged for just 2kg. Our quote tool provides you shipping cost well before you decide to ship. We also offer a free modification in shipping cost if at anytime we discover that there was an error in measurement.

All the same thanks for this. One key insight l have received from you, and thats why l am responding to this personally is the issues you had in resolving issues, that makes you talk to numerous customer service representatives. I have taken note of this and will look into it seriously to ensure this is fully put to rest. Our standard of serice is 4 hours issue resolution (within working period) and a maximum of 24 hours outside of Sundays. If from your complain this is not been achieved, then we have an internal issue and l will look into this immediately.

I hope l have been able to make you a wise shipper, so you know why we take certain procedures. We understand that the huge values in naira/dollar rate is affecting everyone and we will from September to October come up with some good discounts for those wanting to ship items via Ocean. This will be a good time to ship bulky items for just $20 (up to a certain size) and you will have it before Christmas.

Let me know if you have any further questions. I may not respond immediately as l get busy with other things, but once in a while, l will always come here to feel the pulse of our customers and know what it is we can do to serve them better.

My Best Regards,
Nduka Udeh
President - Shoptomydoor.com

crestweon:
order #69704

The last time I posted here about my terrible experience with shop to my door alot of probably sponsored folks here countered my allegations by posting pictures of their Goods received from Shop to my door.

The chairman of the company went further to debunk my allegations about my experience. He went further to ask me to reveal my identity and also to provide an evidence of my order number which I did.
Guess what? I did not hear again from him.....lol. I am sure he saw the terrible treatment I got and had no response except to keep quiet and say nothing hoping it will die a natural death.

I intentionally kept quiet and placed an order through them last week to debunk all their lies about improvement. I ensured I paid through PayPal and I beat their time cut off on Friday.

I got this message after payment "Booked to depart USA on next cargo flight on the 22nd August-2015. Estimated to arrive Lagos Sorting Center after customs clearance on the 29th-August-2015 and will be available for pick up at your selected pick up center or delivered to your door on or before 03rd-September-2015.

Ladies and gentlemen of Nairaland I have not heard from them all week only to get an email today with this message
"Booked to depart USA on next cargo flight on the 29th August-2015. Estimated to arrive Lagos Sorting Center after customs clearance on the 05th-September-2015 and will be available for pick up at your selected pick up center or delivered to your door on or before 10th-September-2015"

I don't mind that I was charged a ridiculous 60 dollars meanwhile I just received the same weight package from another shipper here for 40 dollars. I shipped both on the 21st.

Most of the reviews you see here pls do a simple research on the faces behind them and you will be amazed.

After leaving them for 2years I just spent my money to prove that the lies that this is the cheapest and most efficient shipping company is still true.

Nduka over to you. Nairaland be the judge.

Hello,

This is a minor issue. We are testing an SMS system that will alert our customers worldwide via SMS when items are received or any other status. So instead of tracking the items, they get regular alerts right from their mobile phone via SMS. It was in the process of this test that some messages that had been sent earlier went out to some customers. Please ignore the message of item going out this week. This has been fixed and it wrongly went out not only to you but to some other customers.

Like you received earlier, your item will be delivered on or before the 3rd of September. I think you should have waited till 3rd of September before coming to complain.

Anyway, you will definitely enjoy the new SMS module as you will have more visibility on your shipments without needing to log into your account. This will be released next week before Wednesday.

Cheers.
Nduka Udeh
President - Shoptomydoor.com

Hello,

This is a minor issue. We are testing an SMS system that will alert our customers worldwide via SMS when items are received or any other status. So instead of tracking the items, they get regular alerts right from their mobile phone via SMS. It was in the process of this test that some messages that had been sent earlier went out to some customers. Please ignore the message of item going out this week. This has been fixed and it wrongly went out not only to you but to some other customers.

Like you received earlier, your item will be delivered on or before the 3rd of September. I think you should have waited till 3rd of September before coming to complain.

Anyway, you will definitely enjoy the new SMS module as you will have more visibility on your shipments without needing to log into your account. This will be released next week before Wednesday.

Cheers.
Nduka Udeh
President - Shoptomydoor.com

crestweon:
order #69704

The last time I posted here about my terrible experience with shop to my door alot of probably sponsored folks here countered my allegations by posting pictures of their Goods received from Shop to my door.

The chairman of the company went further to debunk my allegations about my experience. He went further to ask me to reveal my identity and also to provide an evidence of my order number which I did.
Guess what? I did not hear again from him.....lol. I am sure he saw the terrible treatment I got and had no response except to keep quiet and say nothing hoping it will die a natural death.

I intentionally kept quiet and placed an order through them last week to debunk all their lies about improvement. I ensured I paid through PayPal and I beat their time cut off on Friday.

I got this message after payment "Booked to depart USA on next cargo flight on the 22nd August-2015. Estimated to arrive Lagos Sorting Center after customs clearance on the 29th-August-2015 and will be available for pick up at your selected pick up center or delivered to your door on or before 03rd-September-2015.

Ladies and gentlemen of Nairaland I have not heard from them all week only to get an email today with this message
"Booked to depart USA on next cargo flight on the 29th August-2015. Estimated to arrive Lagos Sorting Center after customs clearance on the 05th-September-2015 and will be available for pick up at your selected pick up center or delivered to your door on or before 10th-September-2015"

I don't mind that I was charged a ridiculous 60 dollars meanwhile I just received the same weight package from another shipper here for 40 dollars. I shipped both on the 21st.

Most of the reviews you see here pls do a simple research on the faces behind them and you will be amazed.

After leaving them for 2years I just spent my money to prove that the lies that this is the cheapest and most efficient shipping company is still true.

Nduka over to you. Nairaland be the judge.

bristol201:
[/b]
Nice to know how much you are interested in customers and thier well being despite your tight schedule as you mentioned above.
I will appreciate it if you could then please look into my case at least after several calls to your USA office, several invoices . If for anything, you should realise how much i could have spent on phone calls alone . My details are as follows:
NG42746
Tracking No: USPS 9405509699938655315395
The item was bought on Ebay and delivered to your office on Monday 3rd August, 2015.
My warehouse has not been updated since. I have sent my invoice almost thrice now recently, I emailed the pictures of the item, receipt of payment through PayPal, copy of order from ebay etc.to help your warehouse dept to search for it.
This is my sixth order from your office and no issues whatsoever, I will appreciate your quick intervention on this.
Thanks.

Hi,

I see what the issue is here. The item was sent to us with the wrong addressing. It came without a unit number and hence the reason for the delay. When such happens, we request for various details to ensure items are not updated to the wrong customer. I have spoken with customer service on this and this issue will be resolved speedily. Apologies for the delay but in future make sure that you address your items with you correct address and it MUST have the unit number as part of it.

I see there has been numerous back and forth between you and our customer service team requesting for invoice that will show your full name. I also see that as of today, 13th, you provided the last document needed for full verification, so we will not be asking for any other thing. Expect a response on this from customer service today, 13th of August.

In future, always direct all correspondence to contact@shoptomydoor.com . While l try to see customers comments here so as to know what issues they face and find ways to solve them, this is not our main medium for customer support.

Thanks for been a customer. Again, you need not worry as it will be resolved today.

Always remember our free total no cost replacement promise to you if anything happens to your shipment. Always have rest of mind that anything coming through Shoptomydoor is covered completely in case of damage or loss at no cost to you. See more at http://www.shoptomydoor.com/GuaranteedDelivery.html

Best Regards
Nduka Udeh
President - Shoptomydoor.com

bristol201:
Dear Mr. Nduka,
Thanks for your prompt response. I was surprised to read from your message that all updates were concluded last week. Does this mean including mine? Now let me inform you that as at this moment nothing in my warehouse. Infact, I again called your USA office and spoke with one Mr. Andrew while still in the middle of conversation, the phone went off. Called again this time around was one Irene. The annoying thing is they gave me the same thing that they will consult warehouse dept having sent my invoice twice without anything done. This is frustrating coupled with the amount of money spent on telephone calls. Infact this is unlike Shoptomydoor that I knew before. It is very very frustrating to be honest with you. Please for the last time do something. Thank you.

Hello,

Apologies for the late response. Been pretty busy, l am able to review posts here not too often but will always make out time to see how customers are doing.

Please contact customer service via email. We respond within 24 hours typically. If your item has not been updated, then it could be that the item was sent to us without the correct unit number and hence its kept for re-sorting to verify the actual owner. We do lots of checks to be sure each item is assigned to the right customer. Once in a while we have companies who send items without the label printing the unit number on the shipping label. But this is easily sorted.

Secondly, like Shoptomydoor's core promise to all customers (http://www.shoptomydoor.com/GuaranteedDelivery.html) if anything happens to your order, you need not worry at all. We will completely replace it as well as any shipping cost paid.

Once you have provided these details, it sure will be sorted out.

Best Regards,
Nduka Udeh
President/CEO - Shoptomydoor.com

crestweon:
First you say nice review and then you say my experience and the issues I raised are not correct ( without an investigation) lol. I expect you to have checked my handle here you will see that my history shows that I have sold some things here and hence my phone number is no secret ie 08054216625 . My Twitter handle and Facebook page is linked to this account. I am not a face less person paid by your competition. As for any order number you requested for, this should suffice #39188.

Dear CEO your competition is not nonsense because they drive you to offer better service and hence make more money.

Thanks

Hello Mr C.

How is Lokoja. I hope the weather is treating you fine. Sorry but l did not check your handle. I unfortunately don have time to do that. I am busy but have decided to take at least 30 minutes everyday to listen to customers whom l know share some of these frustrations online. So while l do this, l typically dont have the time to dig too much.

For me, l worry more about what customers are saying than about what competitors are doing. While its good to know their activity, my been here on nairaland personally shows that l am more interested in customer comments. All the same, now that you have identified yourself as a real customer, l will treat you initial issues where it should be. See the first message you posted for my responses.

Thanks.

bristol201:
Sir, apology will be accepted only and when my item is entered into my warehouse. Direct your warehouse staff to
do the needful.
Infact let me give you my details:

USPS Tracking Number: 9405509699938655315395, UNIT NG42746.
I have emailed your office and attached the Ebay invoice twice yet nothing done.
Thank you.

Hi,

All done. All updates were concluded last week and we have increased staff strength. We plan to ensure that updates are done at a maximum of 6 hours after items are received and we are working seriously on this. We expect to hit that efficiency by September.

Best Regards,
Nduka Udeh
President/CEO - Shoptomydoor.com

crestweon:
My experience with shoptomydoor can be summed up in these ways but before I begin I will issue a disclaimer, I am not here to promote them or their competition, I am only here to tell my story and hope it can broaden this discourse. I started shipping with them when personal accounts were still been paid even before the use of master cards for payments. I also own two Uba cards from them. I have really invested in their business and they have also done likewise to me but as with all relationships when it is not mutually beneficial, you reevaluate. I have not shipped with them in almost two years and while I miss some of their services, I have no regrets.

They have an efficient customer service, I don't think any company can compare though sometimes their people are robotic answering questions like they are rehearsal's.

If you are shipping large items, stay away from them because the bill may be crazy, you can actually get better deals amongst shippers in nairaland, just look well.
During the period of my shipping with them sometimes they deliver timely but other times you are on your own.

My worst experience was black Friday two years ago. I had bought a photocopier and two small printers with a DSLR camera and when it reached their warehouse they billed me 300k to come to Abuja, I was dumbfounded because the total cost of the goods was no were near there. I ended up shipping the camera alone then sending the two printers from their warehouse address to Newyork were a friend introduced me to another shipping company (I had to pay 30k to send it to Newyork). I abandoned my photocopier with them and after a year their rep called me to inform that I should pay the shipping charge and demurrage charges of about 300k which i refused to do, eventually I asked them to sell the photocopier and give me my balance which they refused to do. I had no use for the photocopier since I had already paid the owner back from my personal income. I eventually agreed to pay 50k for the photocopier which I did and that was how my worst shipping nightmare came to a close after more that a year.

I lost a lot of money but that was what inspired me to look for another shipping company which I did and my shipping charges are more reasonable compared to them. If you want to ship very valuable things then they are in a good position because of their insurance policy covers your goods and their consolidated packages works well. I remember before we use to pay for carton before the introduction of consolidation lol.

I observed two ways that make their shipping charges high and they are : they bill you in dollars and fix a ridiculous exchange rate to go with it hence while official exchange rate was 160, I was been charged 180 plus 3%bank surcharge. These was before paypal came to Nigeria and I can't tell what they charge now. Secondly they use FedEx to deliver your package which is good but you know they are premium hence they cost increases.

Another disadvantage is that just like prostitute's say " money for hand back for ground" they don't ship out goods until they get alert while other shippers even here on nairaland will ship your goods and you can pay them later hence you don't miss deadline's. Their arguments has always been that customers will not and my reply has always been that their goods is enough collateral.

Then the issue of custom clearing.....I don't want to go there.....
I wish you all the best as you make up your mind.

Hi,

Nice review. Before responding in full and addressing your issues some of which are not correct, the rest of which we have improved on since months back, can l have something to use to identify you as a real customer. Could you let me know the last four digits of your phone number in our system, as well as 2 orders numbers you have been assigned from our platform. This is important as we have seen reviews and comments from lots of competitors who just come to post negative nonsense. Thats the reason why l decided to personally handle some of the reviews here.

Once l get this, l will address all your concerns, show you that most have changed as we listened to customers and you will enjoy a much more improved serv ice now from Shoptomydoor.

Best Regards,
Nduka Udeh
President/CEO

bristol201:
I am experiencing exactly the same problem you are having now. First and foremost, I learnt about this company through this NL and had received items twice from them infact seemlessly, the service was excellent, shipping delivered as promised even tracking was excellent. Butl now my item which was delivered to their office since Monday 3rd August has since not yet been loaded to my warehouse, sent an email and replied requesting for the item's invoice which I did, phoned their USA office promised to look into it which I believe they will by the response I got from a lady named Hannah.
Overall, my experience so far with them have been a great one but hope necessary action is taken before Friday when i planned for the item to be shipped.

All,

We apologize for the recent delays in updating your warehouse. We are working hard to ensure even faster updates. Within the next 3 weeks, updates will be done within 6 hours from previous 24 hours. We will also be introding text alerts so you are more regularly updated on received items.

Again, apologies for the delays and you can be rest assured that all is been done to become the most efficient service to Nigeria.

Nduka Udeh
President / CEO - Shoptomydoor.

lakeade:
Shiptomydoor is very genuine I bought wristwatch through them n it was delivered within 4days from USA through DHL. After 3-4weeks I had #1500 refund on my Gtbank mastercard. D experience was truly amazing. U can also track ur items from destination to ur doorstep.

Hello..I dont think you used Shoptomydoor for this service. We do not use DHL to ship, and we have no reason to refund money to your GT MasterCard. While we appreciate positive comments, we will like it to come from genuine customers. If posting any image to show people what we delivered, please post a delivery box that has our shipping label with our secured packaging seal on it.

Again, thanks for the positive review, but you must be mistaken on who did this delivery for you.

Best Regards,
Nduka Udeh
President/CEO - Shoptomydoor.com

lakeade:
Shiptomydoor is very genuine I bought wristwatch through them n it was delivered within 4days from USA through DHL. After 3-4weeks I had #1500 refund on my Gtbank mastercard. D experience was truly amazing. U can also track ur items from destination to ur doorstep.

Hello...I dont think you used Shoptomydoor for this service. We do not use DHL to ship, and we have no reason to refund money to your GT MasterCard. While we appreciate positive comments, we will like it to come from genuine customers. If posting any image to show people what we delivered, please post a delivery box that has our shipping label with our secured packaging seal on it.

Again, thanks for the positive review, but you must be mistaken on who did this delivery for you.

Best Regards,
Nduka Udeh
President/CEO - Shoptomydoor.com

lordkay10:
Two of my items have been delivered to shoptomydoor since Friday and it's not showing in my warehouse till now, how long does it take to update the warehouse
Cc: Nduka193

Update takes 24 business hours. If received Friday, it will be loaded into your account by Monday, maximum.

seyisanya:
Good evening Mr. Nduka Udeh(Shoptomydoor). Kindly check your personal facebook inbox for a very important message as regards the recently increased shipping cost on "already updated" items in warehouses without notifying customers

Thanks as I expect your response as regard this.

Warehouse number- UNIT NG7950.

Hello,

Shipping cost was increased by just $3 to take care of rising cost of doing business, especially a recent increase from the airlines. With this, you still can use shoptomydoor and enjoy a minimum rate of less than $10 to ship from US, UK to Nigeria. No company at present offers that as most have a minimum starting from $50.

Its still a great deal and l hope its not too much for you. We plan to also add more beneficial services shortly as we continously improve our services.

Best Regards,
Nduka Udeh.

Dominiq:
Good Day Nduka Udeh

Since you are the President Of the company I believe you are the right person to talk to about my issue.

I have a shipment (71626) that am currently been charged over a thousand dollars to ship down to Nigeria and i have the following questions

1) what is the cost of shipping goods per KG?

2) what is the actual weight of my goods, as no one has actually provided me that information.

3) The cost of customs clearance is separate from the Shipping charge. Other merchants in the same business have all charges inclusive, so why are u charging an additional charge for customs.

4) The exchange rate you are using for your customers paying into your GTB account is equivalent to the black market rate. I want to believe you are black market operator now, since you now do business using their exchange rates.


In view of the questions i posed above, I will want you to charge the appropriate shipping costs for my shipment number 71626.

thanks

Hello Mr Dominc,

All the information you are asking for is right there in your account. It shows your weight, total shipping cost etc. Divide the cost by the weight will show you the cost per pound. We also have the quote tool that shows you your costs even before you decide to use us.

Please talk to DHL, Fedex, UPS. They all have a seperate component for shipping and duties are paid later and separately. That is the government approved method for shipping as it is not possible to charge duty based on weight of items. Duties are based principally on the value of an item and not on the weight.

Once you pay with your visa or mastercard you will enjoy direct official rates. So if your charge is $100 and official rate is 199. You will be charged official rate.

Best Regards.
Nduka Udeh
President/CEO

Dominiq:
Hello Mr Nduka Udeh,

Until now no feedback from the message sent to Shoptomydoor regarding my complaint from UNIT NG36505.
I want to let you know that it has been very bad experience since i started using this company for shipment of Goods to Nigeria, i will not begin to join issues with you because i dont have that patience, but i want let you know that in Business you give people the Flexibilty to make inputs . if there is no Customer, then you're out of business.
1). Your platform is not editable unlike MyUS.COM, where weight, Cost is being computed.
2) Each shipment should be separate on its only, ie one can highlight what he wants to ship.
3) Shoptomydoor finds it difficult to respond to complains,but if one's goods enters demurrage, immediately a message is sent out.

Now from my Shipment:#71626:

The Total Shipment Weight is 97.2lbs, but i've been charge for (Weight) : 160.21lbs, WHY. I WANT THIS CORRECTED IMMEDIATELY BECAUSE IS A HIGH LEVEL OF FRAUD.
[b]I WANTED TO CREATE A SHIPMENT IN WAREHOUSE, I CALLED YOUR COMPANY AND A STAFF OF THIS VERY COMPANY TOLD ME TO PAY A BLACK MARKET EXCHANGE RATE IN THE BANK FOR A LEGITIMATE BUSINESS THAT IS CARRIED OUT LEGALLY ONLINE WITH THE BANK, I DONT UNDERSTAND THIS, WHEN OFFICIAL EXCHANGE RATE IS BEEN FIXED BY CBN FOR TRANSACTIONS. I NEED AN EXPLANATION ON THIS TODAY? ELSE I WILL REPORT THIS TO THE AUTHORITIES FIRST THING TOMORROW MORNING. .

Hello Mr Dominic,

I see you have been a great customer of ours and l truely appreciate your patronage. I have personally taken time to look into this and have noticed a few things.

1) Different companies have different policies and our policies have been based on customer feed back. The reason why we have have not allowed people to pick one or two items from a shipment and leave the rest is because of our long storage period of 21 days, which we know is one of the highest in the industry for a free account. We expect that after 21 days, you should ship out all your items and as such have decided for all items to go at once. Secondly, allowing for flexibility increases operational cost, which will increase our charges to you customers. So we have adopted the option that allows for the cheapest possible operational cost to the customer.

So for now and in the future, all items in a shipment will have to go once - either all by air, all by sea or some by air and the rest by sea.

2) We typically answer emails within 24 hours. The only exception is weekends. I have looked at the support email system and see that your last email was responded to. I acknowledge we had delays responding to emails on the week of 20th to 25th July as our customer service team was undergoing training. On demurrage charges that kick in after 21 days, you are alerted automatically by the system hence its programmed to go out on its own.

3) On difference between chargable and actual weight, please refer to the following links from Fedex/UPS and DHL to see how this is arrived at. We follow the same principle as all courier companies.

Fedex

https://smallbusiness.fedex.com/packing-FAQs?CMP=KNC-1001816-20-14-950-1110000-US-US-EN-BDZ1780Z04ZDIMW&s_kwcid=AL!3806!3!73733879288!e!!g!!fedex%20dimensional%20weight&code=Dimensional+Weight+-+Brand_Exact&ef_id=VTAMfgAABYbOtQDD:20150730190453:s

http://www.fedex.com/fr_english/tools/dimweight.html


UPS

http://www.ups.com/content/us/en/resources/ship/packaging/dim_weight.html?WT.mc_id=VAN701060


DHL

http://www.dhl.com/en/tools/volumetric_weight_express.html

You insisted that all you shoes, and you have lots of shoes be shipped with the shoe boxes. So because of that you are having lots of space that is worthless but based on the dimaensional weight process of shipping by air still is factored in your shipping cost.

To take care of this, go to your account and click on "Shipment Setting". Then select to have shoes removed from the boxes. We will do this free of charge and this should see your chargable/dimensional weight drop heavily.

4) On the exchange rate issues, please note that if you pay with Visa/Master Card you will be charged officlai rate as we process in dollars not in naira. So if official exchange rate is 199, and you are charged $100. You will only pay #19,900. On the other hand, you will pay bureau de change rate which is higher than official rate if you opt to pay in naira into the local bank account in Nigeria.

Hope this answers your questions. Best regard and the rest has been discussed on phone with you.

Nduka Udeh.
President/CEO - Shoptomydoor.

PresidKing:
Thanks sluvy4tune, Mr shoptomydoor, give details, and make sure you re genuine, let have your success stories first and provide honest reason why we need to believe in you.

Hi,

I am confident you have read my posts above, and have seen my initial post on July 25th. I don't think any more is needed to know that we are number one in this service.

Have a great day.

Best Regards,
Nduka Udeh

sluvy4tune:
I do exist Mr. Nduka of Shoptomydoor before you assume everyone who tell you the home truth does not exist or probably a competitor who is like afraid of your Super Power of shipping.




As at last time I logged into your portal, my item that I abandoned with you people due to charges only shoptomydoor understand how they arrive at, I logged in 2weeks ago and saw that the item declared shipping fee has skyrock from the initial 20k to about 400 usd for an item not more than 7k in Naija.


Wake up first and work to get ur acts right first before introducing charges that even scares you (that I know sir, even your charges shud scare you)

Madame or Mister (As we dont know who you are),

l will need to get an order number from you or a shipment number, Something l can use to confirm that you are a real customer on our platform. Posting bogus information like you have done does not provide us any information. Provide an order number or shipment number, or your unit number with information to truthfully verify you are a real customer, then we can look into your issue. Its that simple.

Take example of customers like Henry, who had an issue, provided his order details and the issues and answers to his questions were treated. Its that simple.

Till that is done, we will assume as l have earlier.

Best Regards.

AleAirHub:
Good morning Nduka Udeh,
I have use your services to purchase an items from Usa & it really rock well. But what make us to stop using your services was because of too much of professional charges on customer items.

Hi,

Dont worry about that. We sent an email out to all costomers sometime on 3rd of March, where all extra charges such as inventory etc were cancelled. So the only thing you will see now is shipping and duty at 10%, which are standard charges for all shipping. Since then we have also made significant service improvements on all fronts. trust me business in Nigeria is not easy, but we will continue to innovate to be the best.

Look forward to seeing you again.

Nduka Udeh
President/CEO
Shoptomydoor.com

henryskywalker2003:
Hi Nduka,

Ok. Quite fair. But what about home delivery? I expect an extra charge is added for that extra service. Well, taking it up to $10 from $3 might seem a bit much, especially to those shipping smaller weights like you mentioned. All the same, I do hope you will do a thorough review before the increase and settle on one that is reasonable to all parties involved (business and consumer).

About the meet and chat, that's no problem. I can make out time as long as I get a heads-up before then.

Hi Henry,

Our Online tool "Get Shipping Cost" actually allows you to know the shipping cost direct to your door anywhere in Nigeria. So just select your warehouse location as the From, and your town where you reside as the final destination and you will get an accurate shipping cost.

Also starting August 2015, we will be opening up locations in about 10 cities where people can go pick up their shipment, talk to an agent there and have any questions they may have fully answered. These locations will be in Warri, Port Harcourt, Onitsha, Awka, Kaduna, Uyo, Ibadan, Benin. THis is our first phase of rool out and we expect to expand to more cities before the year runs out.

Best Regards,
Nduka Udeh
President/CEO - Shoptomydoor.com

Hi Nairalanders,

I wont hide my identity and will tell everyone who this is upfront. I am Nduka Udeh, President/CEO of Shoptomydoor, and based on some comments l have seen here have decided to open up this forum to tell people who we are and what we stand for, but also to provide an avenue where those with questions and suggestions on what we can do to improve our service can reach me directly.

We run a great service that we have perfected since entering Nigeria in 2009 and l am confident to say we probably run the most efficient delivery service for Nigerian shoppers from USA and UK, delivering right to your door step anywhere in Nigeria. We also run services from China that we are rapidly improving to be at par with our delivery from US and UK, but in all, whether shopping and shipping from USA, UK or China, you will get the best experience from us. In all we provide the most cost effective method of delivering your shipment right to your door. I say the most cost effective because we have lowered our prices to the point where we know it is affordable to all.

Please understand that this is no means our customer service medium and all who have any questions or issues with the service they may be getting from us should reach out directly to our customer service team at +234 0700 800 8000 (9am to 6pm, Mondays to Friday). You can also chat online with us or email us at contact@shoptomydoor.com

A lot have inquired into how genuine we are. Some have wondered if when they ship with us whether they will actually receive their items. Some have had to spend hundreds to first of all come to our Lagos office to verify if we truly exist before deciding to patronize us. I truely understand the apprehension with Nigerians but will like to address this issue by asking all who want to know if we are real to visit the following links below.

http://www.shoptomydoor.com/TheyTrustUs.html

One guarantee we make is straight forward. Anything shipped through us is guaranteed to be delivered. If it is not, you will be fully refunded the full cost of your items as well as shipping cost. Learn more about this from the link below, and this is boldly stated on our websites home page as well.

http://www.shoptomydoor.com/GuaranteedDelivery.html

One thing l have noticed is some very negative comments right here on nairaland that we have traced to fake accounts from people who do not exist. These we have seen as been from competitors whose business has been found to have crashed as they have not been able to compete with us. Please ignore any comment you see here on Nairaland where we have asked they person to provide details of their order, but they have refused to do this. These are truly jealous competitors parading as real customers in an effort to prevent Nigerians from benefiting from our excellent service.

To really learn about the quality of our service, l will like all to look at these actual testimonials from customers. Before you start to wonder if they are real or not, l am sure you have clicked on the first link we have provided that shows we have partnered in the past with Visa, MasterCard and over ten Nigerian banks. For sure these entities will not partner with us if their staffs have not tried and tested our service and found it to be genuine. Anyway, see real, unadultrated testemonials at

http://www.shoptomydoor.com/testimonials.php - Click on site testemonial.

I believe the information l have just provided is more than enough for all to make a decision. Like l said, please ignore the post from people whom we ask to provide their order details here and who never do. They are just competitors whose business have crashed due to the competition and better service we have provided.

Fell free to let me know your thoughts, suggestions and ways to improve our service right here. Shoptomydoor is a company that is there to make shopping abroad easy and very cost effective for Nigerians and we will listen positively to all your suggestions.

Best Regards,
Nduka Udeh
President/CEO - Shoptomydoor.com

henryskywalker2003:
Hello Nduka.

As much as I am IT savy, it pains me to see when technology is being poorly implemented. And in such scenario, it's either the implementation is fixed/improved or it is totally scrapped. There are cases whereby automation is actually worse than manual operations. Before I go any further on this, I'd like to know how much you charge for shipping per pound presently, ie shipping rates. That is, excluding the import duties and taxes. Been trying to find where you listed the cost per pound for shipping but I couldn't find it. Can you help me out with it please?

Thanks.

Hi Henry,

Please use our quote tool to get this. So you will be looking at shipping cost from Houston to you in Nigeria. Basically for delivery to our Lagos office, its a flat charge of $3 plus $3.59/pound. So if you have 10 pounds from Houston to our Lagos office, it will be $3 + $35.9 = $38.9. If its 100 pounds its $3 + $359 = $362. So basically the flat $3 charge has a bigger effect on smaller weights. Unfortunately this has to be there and compared to other companies, their typical minimum charge is $20 to $100.

We may increase this minimum to $10 in the near future as we put in more measures to improve our service way above the levels you are requesting, and as you know good service tends to be reasonably priced. In all, you will see that l always use the word "reasonably" priced as l believe our price irrespective of how good the service is must be affordable to the masses.

Let me know if you have any further questions.

If its not too much to ask, on my next trip to Nigeria, l would love to invite you to our office or meet you somewhere for a chat and a drink. I am really impressed with how you took the time to explain the issues you had and proffer some good suggestions. These are the things that help us to improve our service the more and l highly appreciate it.

Best Regards,
Nduka Udeh.
President/CEO - Shoptomydoor.com

henryskywalker2003:
SEQUEL TO UPDATE NO 4

I will like to commend Shoptomydoor for the fact that they made a mistake, admitted and also corrected it. Even though it took a lot more back and forth between us than it used to in the past. All the same, still commendable. Again, I will also like to commend Bisola that took it upon herself to work out an issue that wasn't even her prerogative in the first place. I will advice that Mr. Nduka should employ more people like her. I know that you expanded recently and possibly recruited a lot of new hands, but you need to maintain a certain level of quality among your employees. They are the ones that reflect what your company stands for, much more than even you the President. They are your foot soldiers, and you the General. And we all know a General is nothing without his/her foot soldiers. So, I will implore you to always train and retrain your soldiers. Make sure that they are the best and meet a certain level that is required of them, weed out those that do not and reward those that do go that extra mile to make the company be what it is today.

Also, kindly look into the points that I have raised here. These are real issues that need to be addressed. Fix that automatic invoice or even better, get rid of it entirely or overhaul it completely. You can see the error margin was just too much here. It isn't something that you would want to turn to a regular occurrence. Fixing this issue and the others that I mentioned will surely go a long way in boosting customer's confidence in your business.

Once again, I'm glad that we resolved this issue amicably and will continue doing business with you guys once I see that the issues raised has been addressed sufficiently.

Thanks to everyone that contributed.

Hi Henry,

Been the best is our goal. Our slogan is "The worlds best to your door" and in that we dont just mean the quality of the items you get from US, UK and may be China, but we in the quality of the service as well. We will continue to improve. We will continue to train our staffs. We will continue to innovate to bring out the best for our customers. That is our stand and l thank You greatly for taking the time to share your constructive ideas.

All the best, and see you soon at Shoptomydoor.com

Best Regards,
Nduka Udeh
President/CEO - Shoptomydoor.com

henryskywalker2003:
UPDATE NO 3 OCCURRED WHILE I WAS COMPOSING THIS REPLY

Hello Mr. Nduka,

I'm glad this got your attention and that you came here to address some of my concerns. Like you can see from my review, I repeated time and again how your service was topnotch and transparent in times past. In your post, you tried to address some of the issues I raised here, but unfortunately, you were only repeating the same thing your customer care staff were telling me and it's something I myself already know fully well. You also failed to address the other issues that made me call your US office and talk for over an hour without getting any meaningful solution. But before I delve into all that, let me address the points you made so far.

1. About the notifications issue, this like you pointed out, is a simple fix. I am not a webmaster but from my little experience in web development, I can tell you that it is indeed a very simple issue that can be fixed within a day. Since it was working before, that means it has already being implemented and hence, It is just a matter of going thru the code for that and finding the bugs. This should actually take not more than 2 days for a single web dev to fix. But as it stands now, this issue has been there for as far back as May 17th of this year and up until 3 days ago, it still hasn't been fixed. I said 2 days ago because that was when the warehouse was updated with the last item that was received for me and I still got no notification regarding that. If you check your records, you will see among my emails one in which I told you guys to do something about your website. I even went out on a limb and offered to recommend some solid web devs that I know of that will do a great job in giving your website the much needed overhaul. We both know the outcome of that today. They say imitation is the sincerest form of flattery, I will suggest you to take a look at website of similar firms and you will see a mix bag of features that wouldn't hurt you to incorporate in your own site. Granted a lot of them have terrible sites that make you cringe just visiting it. But others have well-thought-out designs that even if their services may not be great in the end, it encourages first time users to give them a trial. Case in point ShipAfrika. Compared to your own site, there is no comparison at all. Most of the links that a first time user will need to visit for information are buried and hidden away with no links to it existing on the home page, except for the FAQ page that was even displayed with a bit misleading heading. And note, I'm not saying you should go copy other sites verbatim, all I'm saying is that you should take a look at them, look at the features that they implemented well that is user/customer friendly, then implement it in your own unique way.

2. Fluctuations in Billing Due to Naira - This point is void because like I pointed out before, I always deal with you guys and pay my bills in USD and not in NGN. So, the fluctuations have never been an issue to me per se.


3. Wrong Declared Values - Truly, not all shipments come with an invoice from the store. That was why, in your old website, you implemented a feature that enables one to input the figures themselves. Granted, a lot of issues will arise from this and I see the point of you removing this feature. But what I don't get is that even when I uploaded the invoices, your staff still went ahead and put in different wrong values in multiple occasions. Is it that they can't read a bunch of figures from a pdf file? And what about the wrong names assigned to items too? Sometime ago, I shipped a phone through you and that phone was mislabeled as a tablet and even though I didn't bother back then due to your awesome rates, I wouldn't be surprised if I check and see that the cost I paid for that would be that for a tablet. But that's past. Presently, as it stands, it says a lot about your staff if they keep making these type of errors.

4. Actual Versus Chargable Weight - Yeah, I understand perfectly the deal with the difference between the two and how packages are being charged based on them. But like you said just now and same thing your customer care rep said on the phone, it is programmed into the system and done automatically. And therein lies the problem. From what your customer rep said and what you are confirming here as well, it appears that an estimate is generated automatically based on the individual items before they are actually consolidated. When I requested for an invoice to be generated for the $20 Ocean Shipping, it was manually packaged and the final actual weight, chargeable weight and box size were all within reasonable estimates for a package that started off at 14lbs. This is a far cry from what I got from the automatic estimate that has been programmed. And even when I took the manually generated weights and dimensions and input into the shipping calculator, I got the same exact charges that was to be paid if I went with the ocean shipping.

So, you can see that there is an issue somewhere, and anyone will tell you it lies with your automatic invoice generation. If it can make such a massive error, imagine the kind impression it creates. This is why it needs to be investigated properly and fixed immediately if it is found to have errors now. I haven’t complained of this issue with any of my past shipments so it’s quite obvious that it probably broke around the same time some other features on the site got broken e.g. Notification System.

5. $3.29/Pound Advertised Rate – Yeah, you are right and I was wrong. It says clearly on the site that it is ONLY for US residents. Still, it wouldn’t hurt to also include the rates for non-US residents alongside that so that others won’t make similar mistake like I did.

One issue I would like you to kindly address is, the huge discrepancy that occurred between the figures generated manually and that of the automatic. I wasn’t the one that put in those figures on the site and for it to suddenly vanish and you chalk it up to errors being encountered makes me think that something fishy is going on. Then again, your customer rep in the US also claims that he doesn’t have the details of my shipment that was manually generate anymore. According to him, the system flushes the records automatically when one makes any changes after the invoice was first generated. That explanation seems unbelievable based on these reasons.

1. Cost-Effectiveness - If you configured your database to flush/delete such crucial information simply because the customer made changes. It will not be cost-effective in the long run because, the change could be a temporary one. Like for instance, the person might want to see what the charge will be if he/she uses a different freight without having to go back to the “Get a Quote Tool” and start inputting the figures manually in it. In fact, it will be a good idea to have it incorporated in your site that one can use the final manual consolidated package dimensions and automatically compare the charges for shipping. In that way, the customer will always pay the right amount and both parties will be happy. Besides, you can even scrap the automatic generated invoice thingy and only generate manually once the customer is ready to ship. Generate the invoice latest in 24hrs and have it update on the site. Once generated, any further changes (like adding more items to the consolidated package) should then attract the $5 service charge. This manual generation will be better because, you normally ship out on a particular day of the week, say Monday, and if someone decides to ship on say Tuesday, he/she will have to wait until Monday to have their items shipped. So, there really is no need to rush and prepare an estimate and bill the person when at the end of the day, you will still need to get those info manually since you need it as well for your own payments that you make to the air/ship courier as well as records.

2. Customer Errors – cases where the customer mistakenly clicks on link that causes a change, e.g. changing an item from the ship by ocean option to ship by air, does it mean that because of this, the customer will have to wait another 48hrs for another invoice to be generated for the person? There are other reasons I can think of but let’s leave it at those two for now.

Back to the customer rep in the US, when he said that he has no records because they have been deleted due to changes I made, I asked him to give a call to those in charge at warehouse and request for a copy of their own records that they have about mine. And he answered that doing that, the people at the warehouse will have to re-weigh and re-measure the package and that will attract a fee of $5 or so. I told him over and over that I wasn’t asking my package to be re-weighed, rather he should simply request for their own records since his own has been deleted. He still insisted that it will require the $5 charge before they will grant the request cos they will still have to re-measure it. Well, I don’t think there is more to say about this than what has been said already.

Finally you said and I quote “Go ahead, try other companies but l am 100% certain that you will return.”. That smacks highly of arrogance. I mean, I know your services are good and topnotch in the past like I mentioned here, but it clearly isn’t so at the moment. Also, there are others out there that could offer the same level of service, if not better, that you currently do and at similar rates too. Before you get carried away by your level of success, do remember that Nokia was the King of smartphones before and Blackberry was the lovechild of business users, now look at where they are today.

No business is perfect but no matter how successful it is, it needs to always be on its toes and maintain a constant level when it comes to products and services it renders to its customers. It needs to always strive to stay ahead of the competition to remain the King of the Hill. The competition will not remain 2nd best forever, they also are striving each day to beat you and improve their services. Same also, an entrant into your niche can take away your clientele in a few months despite the fact that you’ve been market leader for years. That being said, I’d advice that you work on these issues I have pointed out.

Hello Henry,

Thanks for this. See my answers to this:

Point 1 - That has been implemented and customers get updates when shipment arrives. If they dont, then the warehouse personnel may have forgotten to activate the alert. Thanks for all your information on IT and web programming. Unfortunately, the same shoes do not fit all legs, and different companies have different approach.

Point 2 - There is no fluctuation in billing. You are billed based on your actual vs chargable weight and what you get as a quote is the same as you get when billed with the same weight and dimensions. The same quote system runs the amounts that you get on your invoice. Humans beings key in weights and dimensions and its possible for them to have made an error. When you notice this, the solution is simply send a mail or call and it will be handled within 24/48 hours. Resolution time will typically depend on the work load of a finite staff system but we typically strive to resolve issues within 24 hours.

Point 3 - The solution to this is what we have implemented and it so far works for 99% of our customers. When an invoice is uploaded, the right values are always entered 99.9% of the time. Is there a probability of an error occuring a second time, Yes. But definitely, we dont go around entering wrong values as we have nothing to gain from it. As insurance is based on actual declared value and purchase value, you will know if you have ever dealt with an insurance company that any deviation from declared and invoice values validates the insurance claim. So please understand that no one deliberately enteres wrong values.

On item names, you may know what you ordered. but when you have staffs dealing with over 10,000 different items on a weekly basis, do you think there is a probability for them to mistakenly call one thing another. Anyway, we receive so many different items and without invoice, its difficult at times to know what one ordered. These are just simple issues that are easily dealt with, best by chatting with us and pointing out the mistake right there for it to be easily corrected.

Point 4 - I beg to differ here. The system is designed to add the weights as items come in and we have run tests on it many times and seen it to be 100% accurate in summing weights. The only time an error like this will occur is again if there is a human error in the dimensions of one of the deliveries. We don't release a system without thorough tests. There is no need beating on the same issue over and over again. The main thing is that the error made initially was discovered when it was repackaged, and since it became smaller when repackaged, l think it shows that there was an initial error and obviously was not an attempt to inflate charges. Since this has been dealt with to your satisfaction, lets leave this and move on please.

Point 5 - I see you are one who is technologically savy and dont expect you to suggest for automation to make way for manual process. The system works automated as it allows us to handle over 3,000 packages that may contain over 50,000 items weekly. it remains like that as we have received well over 200 emails from other customers praising the speed of invoice generation using the automated system. While you have one view, we have views of 50,000 plus customers and will always go with what suits the majority.

All other suggestions have been noted and those we see fit will be implemented. Again, l stand on the point that you will return as a customer. Not because l am bragging but because of the statistics at our disposal. The key thing for now is that you had issues, they were dealt with, your initially wrong weights were corrected when it was manually packaged. At this stage we will close this chapter and wish you the best in your shopping and shipping endeavors.

As someone who has used us, you will notice that we always make changes and improvements on a regular basis. That has been our succes.. Listening to the voice of the customer and implementing the suggestions supported by "the many". While you may have your suggestions, others do have their too and we stand as judge to implement what majority prefer.

Again, Yes. I said go and try other companies, and l am even willing to recommend others that are in the same field should you need my recommendation. My view on service is that when you have done your best to be the best, you believe in your self and leave the rest to God. I am still confident that we will see you soon and back to Shoptomydoor.com

Best Regards,
Nduka Udeh.
President/CEO - Shoptomydoor.com

[quote author=shoptomydoor post=36114437]Hello Latitidejavu,

This is Nduka Udeh, President here at Shoptomydoor. I am seeing your comments below and l see a customer service agent has asked for your details (order number) so it can be resolved. Please provide it as we run a very open and transparent system and strive always for 100% customer satisfactions.

I have searched our system and there is no user name such as you have here. There is no order resembling your complains that we can see, so why not respond and provide the details requested by customer service.

If we dont hear form you here, we are typically left to belive that you are one of the other shipping companies masquerading as customers just to leave a negative review. We see this all the time as companies who can not deliver the type of service we offer resort to negative and unwarranted rant on media such as this.

Looking forward to helping you resolve what ever issues you may have.

Best Regards,
Nduka Udeh.

Hello Henry ... I hope that is your name ... Wow... I am blown away by your review. By the way, this is Nduka Udeh, President here at Shoptomydoor.

Its good to see people who are actual customers and who take their time to give constructive reviews and not other shipping companies masquerading as customers just to spoil our image because they cant beat our service. Thanks for the very constructive review.

Anyway, thanks for the review. Your issues have been noted and while you may not know, we have solutions for all this. Let me list your main points one by one and deal with the solutions that already exist besides each.

1) Not Been Notified When Items Arrive Your Warehouse - This was a bug in our site software and its been worked on now by our IT team. Its a simple fix that should be fixed in the next few days. Not a big issue. But even if you are not notified, our standard update time is 24 hours. So 24 hours after you get an email from Amazon or any company that your items have been delivered, when you log into your warehouse you should see the item. Once in a while, especially when we do promos, we get over whelmed with lots of orders and you may experience update delays. But typically in 24 hours your warehouse is updated.

2) Fluctuations in Billing Due to Naira - This is unfortunately something we can t do much about as we pay airlines and service providers in dollars. So we have to peg our service charge against the dollar, and update the exchange rate as it fluctuates. You will always get the same dollar amount, but the naira may vary as it fluctuates. My advise is to stock up on dollars for now, and pay in dollars which is always consistent. The best bet for a heavy shopper is to use your card to pay (either a naira or dollar card) as you will be billed against Visa/Master Card rates. This can save you a lot in the long run.

3) Wrong Declared Values - Not all shipments come with an invoice from the store when its delivered to us. So your warehouse personnel will typically estimate a value for customs purpose. Our platform allows you to easily change this. When you log into your warehouse, there is a link beside each shipment that says "If the values of any item is wrong, please upload invoices". I have attached an image of this for you to see. Once you upload your invoice, any wrong value is corrected within 24 hours.

You may ask why we do this. (1) For insurance - We have a 100% delivery guarantee that your items will be delivered intact or your money is refunded (item cost and full shippiing cost). Based on this, we have insurance on every single item shipped and the insurance company will insure only based on the declared value. So it makes sens e to ensure that at all times you have the correct item value declared. In the past, we allowed customers to enter the value themselves without invoice verification. We had customers with items worth $2000 entering $20. When an issue occured, and insurance requests to refund just $20, you can imagine what comes up. (2) Customs Purposes - We have had instances in the past where customs held some high value items and on contacting the customer to pay the extra requested duty, it became a problem cos they had declared wrong values.

So to be on the safe side and to avoid back and forth, we always enter what we feel is a reasonable estimate based on general web search. When you now feel the value is wrong, follow the procedure to have it corrected.

3) Actual Versus Chargable Weight - This is programmed into the system and its based on the same formular used by all shipping companies. Chargable Weight = L x W x H /139 and its the same with DHL and UPS and Fedex. You can google dimensional weight to see this. When packaging your items, note that boxes are used and items are not thrown like that into the plane. So the final packaged weight may differ slightly from weights you see online. To combat this and to be sure customers know they actual shipping cost even before shopping, we have the "Item Quote Tool" online that enable you to enter the actual item and a shipping cost is displayed. For these, if there is any difference, we guarantee not to charge you more than the quote shows.

4) $3.29/Pound Advertised Rate - This is a special rate been advertised strictly and for just US residents, and not for every one. We have typically restricted our business to shoppers from Nigeria but have decided as of June to open up to US residents with the special discounted rate. Please read the page well. This rate applies only to customers living in the US sending their items to us direct from their house or coming into our US warehouse to drop it off. For those shopping online from a store and sending direct to us, the rate can be seen open and clear for various weights by going to our "Get a quote tool". Our base rate for all others can be seen from the get a quote tool and is automated into the warehouse. It is still better than any rate you will get from any shipping company serving Nigeria that offers the quality of service we strive to offer. Yes, you may get a few cheaper that our rate for shoppers, but be sure there is no money back guarantee, no online view of your items, no online payment, may be no customer service at all. You really get what you pay for and to offer quality service, our cost has to be reasonable (but not expensive).

I hope this answers your pressing questions.

Go ahead, try other companies but l am 100% certain that you will return. We continue to look at comments from customers like you and constantly implement solutions to solve these and other issues you may encounter.

Let me know if you have any further questions.

Best Regards,
Nduka Udeh.
President/CEO - Shoptomydoor.com

234CustomCars:
I have been using PSI shipping for years now but decided to give these guys a try. I placed a procurement order on the 3rd of January and made a payment via my mobile banking app a day or two later. TOday is the 11th of JANUARY and they are yet to even confirm receipt of my transfer. To be sure the payment was credited into their account, I called a Director at GTB to have someone verify the payment into the Shoptomydoor GTB account and it showed my payment. I called their U.S office when I couldnt reach anyone in Lagos and he promised their "accountant" would look into it and no one did. I spoke to someone in their Lagos office and he told me he would resolve it immediately then told me he would send me an email so I could respond to it and also include a picture of my bank statement showing the transfer. I sent it to them and they sent me an email saying they would "close my ticket/order" because they hadn't heard from me since I ordered.
I had a feeling they wouldn't measure up but I never imagined they would be this inefficient. Thankfully I only ordered something worth N11k. Would definitely not be using them for anything ever again regardless of how this experience ends. My goods would have arrived if they even took Keke Napep from Houston.

My order # is 52359. I paid N11,273 from my Union Bank account, 0038117085, on the 5th of January. Resolve this matter before it becomes embarrassing for your company. SFU office is a few buildings down from my house in Ikoyi.

Hello, we think there is a lot of exageration on this. You obviously made a payment without providing details of what you were paying for and thats why it was very difficult to know who paid. We receive lots of payments on a daily basis and when transferring money, if you dont reference the order number, we cant know who made the payment.

Tickets are closed by our system if we ask for information and receive no response after a few days. We asked for information and did not hear from you, unfortunately its defficult to resolve the issue if we can not hear from you.

From our record, and as seen in the attached receipt, your payment was verified on the 19th after you responded and provided us the details of the payment that allowed us to trace it, and by the 21st we had ordered the item and the US company had already shipped it out.

All the same, we apologize for any issues but l am sure you saw the error in the transfer details (not including your order details in the transfer is what caused the delay and then failing to respond to us on time) so such delays if it ever did happen will never happen again.

latitidejavu:
I dug our this thread because of the distasteful experience I am currently having with shoptomydoor.

I read about the bad experience others have met with them, however I decided to try them with a small business.

I ordered some items from China since October 2014 and their excuse since then has been the logjam at lagos which I understand delayed shipments.

However since the goods were cleared, their services have been terrible. They inflate the charges through their warehouse charges which started counting even when the goods weren't cleared yet.

Only one customer service personnel ( chioma o) appeared to know what she was doing. The rest wee confused, disorganised or both.

I have spent more than 4000 naira on calls to then and to make it worse their calls start charging you before they pick the phone.

My last resort will be to go legal with them.

I agree with the poster that said they are money centric. The charges they advertise is far from what you will actually pay.

Use them if you want a VERY STRESSFUL experience.

Well, we cant help if if there is customs delay or other issues with govt. The storage charges are charged by all companies, not just us. Most companies start charging after 5 days. We start after 21 days. 4 times more that others. Secondly beacause the delays were due to customs, there is not much we can do but wait until the issues are resolved. For the storage charges, those emails are automated and any charge you experienced was definitely refunded since the issue was not caused by you.

We take satisfaction with our customers seriously and l am sure all these issues stated here we fully dealth with.

We look forward to serving you again.

234CustomCars:
I have been using PSI shipping for years now but decided to give these guys a try. I placed a procurement order on the 3rd of January and made a payment via my mobile banking app a day or two later. TOday is the 11th of JANUARY and they are yet to even confirm receipt of my transfer. To be sure the payment was credited into their account, I called a Director at GTB to have someone verify the payment into the Shoptomydoor GTB account and it showed my payment. I called their U.S office when I couldnt reach anyone in Lagos and he promised their "accountant" would look into it and no one did. I spoke to someone in their Lagos office and he told me he would resolve it immediately then told me he would send me an email so I could respond to it and also include a picture of my bank statement showing the transfer. I sent it to them and they sent me an email saying they would "close my ticket/order" because they hadn't heard from me since I ordered.
I had a feeling they wouldn't measure up but I never imagined they would be this inefficient. Thankfully I only ordered something worth N11k. Would definitely not be using them for anything ever again regardless of how this experience ends. My goods would have arrived if they even took Keke Napep from Houston.

My order # is 52359. I paid N11,273 from my Union Bank account, 0038117085, on the 5th of January. Resolve this matter before it becomes embarrassing for your company. SFU office is a few buildings down from my house in Ikoyi.

Hello, we think there is a lot of exageration on this. You obviously made a payment without providing details of what you were paying for and thats why it was very difficult to know who paid. We receive lots of payments on a daily basis and when transferring money, if you dont reference the order number, we cant know who made the payment.

Tickets are closed by our system if we ask for information and receive no response after a few days. We asked for information and did not hear from you, unfortunately its defficult to resolve the issue if we can not hear from you.

From our record, and as seen in the attached receipt, your payment was verified on the 19th after you responded and provided us the details of the payment that allowed us to trace it, and by the 21st we had ordered the item and the US company had already shipped it out.

All the same, we apologize for any issues but l am sure you saw the error in the transfer details (not including your order details in the transfer is what caused the delay and then failing to respond to us on time) so such delays if it ever did happen will never happen again.