Good until you experience problems...
Sugargoo were very good for the first few hauls and I didn't encounter any issues with their service. However, their service seems to go downhill when you encounter any problems. I only order books so I can't speak for any other item types. 1. Recently I had some books delivered that were damaged on arrival. In the QC photos, they clearly still had their plastic wrapping on, but when I opened the orange bag Sugargoo packs each order in, one of the books no longer had its plastic wrapping and ended up becoming damaged during transport. The others books, which had their plastic wrapping intact were in perfect condition. So clearly, the reason the book got damaged was because someone had removed the plastic wrapping before sealing it in the orange bags. I have a recording of myself unpacking the parcel to confirm that the plastic wrapping was removed before being sealed. However, Sugargoo do not acknowledge this. What is the point in having QC photos if they ignore them when issues are flagged? 2. I wanted to order a special edition book, which would only be available for purchase at 7PM Beijing time. I contacted customer service as soon as they opened at 8AM Beijing time to see if they could help with purchasing this immediately because I was worried the special edition would sell out. I was told no problem, I should order at 7PM Beijing time and then contact customer service again and someone would purchase it for me immediately. Unfortunately, despite me asking several times it took them 2 hours to try and purchase the item, during which time of course it sold out. It was only later that the customer service agent told me that by 7PM Beijing time, the purchasing agents have already stopped working! Why was I told the agent could purchase it for me at 7PM if they are already offline at 7PM? And why am I getting different information from different people? I am so upset and disappointed as I had waited a long time for this special edition. If you can't offer a service, then you should not claim that you can - otherwise I would have used another service and not missed out. It's so disappointing that Sugargoo's customer service is only good when there are no issues (general queries, etc), but as soon as you encounter problems they don't want to know. In summary, Sugargoo are good as long as you don't encounter any problems. If there are problems, forget it.