Aug 1 - Updated as still unresolved: Rigid, sequential procedures & scripted support destroy time-sensitive shipments
I was willing to pay $15 for urgent shipment request processing alongside a $120 DHL Express shipping rate for essential medical and labor recovery supplies. Being 37 weeks pregnant and having just relocated internationally two weeks ago, timing was critical. Instead of receiving basic assistance, I was trapped in an inflexible, sequential warehouse process and hit with multiplied fees: TRIPLE RETURN FEES DUE TO STORE PACKAGING: I requested a return on 3 items to reduce total weight by 1/3, customs, and an unexpected $30 flammable handling fee for essential oils for aromatherapy during labor. Because Amazon delivered my order across 3 separate boxes, this forwarder charged three individual $8 return fees ($24 total). They treat one return request as three distinct charges even though they came from the same order and I didn’t choose the split into multiple packages. REFUSAL TO PROCESS RETURNS & SHIPPING SIMULTANEOUSLY: Their system forces a complete 1–3 day return process before the remaining items can be consolidated and shipped. Despite both actions having separate digital paper trails (a merchant return label and an internal shipping request), warehouse staff is not allowed to pull the return items and consolidate the remaining medical supplies in the same step. Paying for "urgent processing" is completely rendered useless if your order is held hostage by a sequential return queue. SCRIPTED SUPPORT WITH ZERO FLEXIBILITY: Customer service hid behind repetitive, canned apologies. When asked if warehouse staff could coordinate the return and forward-shipment together, support claimed strictly following standard procedure was the only way to prevent staff mistakes. This demonstrating zero problem-solving ability and a complete lack of trust in their own warehouse staff. Their logistics model refuses to adapt to real-world, time-sensitive situations. If you need urgent items shipped forward, look for a company with flexible, human customer support. UPDATE AUGUST 1 As you can see the response to this review is as “helpful” as the rest of their customer service. As of today the problems remain unresolved. The only “solution” given is me paying an extra fee to process split a package to process an abandon and return the customer service of My US has caused themselves. On top of that, I requested urgent shipment on Friday 11am at $20 extra cost. Yet the request was not processed on the same day as they say should happen with urgent shipping requests. So once again: if time is of the essence for you, DO NOT choose My US.