Street Cents

Customer service at UPS

Branden also complained about UPS's customer service. He says the agents were polite, but that he couldn't get a full answer out of them about brokerage fees.

UPS says its Customer Service Representative did explain to Branden what brokerage fees were all about. They say it was explained that the customs clearance procedure requires the broker to perform a number of tasks, on behalf of the importer.

UPS also says its Customs Brokerage published rate schedule is competitive with industry standards.

Street Cents put UPS in touch with Branden. After some discussion and as a "gesture of good will," UPS is refunding him the full amount of the brokerage fee. However, on any future orders, he will still pay those fees.

Shipping tips

Check out how much it will all cost. Remember, it's your responsibility to find out if there will be brokerage fees charged for a shipment. Check the shipping company's website or call and ask a customer service representative exactly what you'll be paying.

Check with the company you're buying from to see what shipment options are available.

Decide if the purchase is really worth it. Can you get the same or similar item down the street for less?

The cheapest way to ship is usually the post office but it can take a bit longer than a shipping company.

Remember, duty and taxes will be charged by the government regardless of how it is shipped. And all the shipping methods charge a minimum five dollar fee, including the post office.

original air date: February 10th, 2003

Page 1: Viewer letter & Street Cents response

Page 2: Customer service at UPS

Back: to Episode 17