US Global Mail

Dear customer, First and foremost, our sincere gratitude for your loyalty to US Global Mail over the past 9 years. We truly value you and are disheartened to hear about your recent frustrations with our service. Issue with Quarantined Mail: We apologize for the inconvenience caused by the quarantine of your mail. We hit a snag with your name when we migrated your account from legacy to next-gen. We have since rectified our error and it will not happen again. Communication and Automated Emails: We regret that our automated system sent so many emails. This is certainly not the experience we want to provide. We are reviewing our communication protocols to ensure clearer and more accurate automated responses in the future. Incomplete Scan Service: You had asked us to scan a postcard. As we had already scanned the front during the initial scan, we only scanned the back for the additional scan request in an effort to save you money. Upon your feedback, we rescanned both sides of the document together. Additionally, we have refunded the scanning fees. Feel free to leave us a comment while putting in the scan request, and we'll happily do as instructed. We understand that these experiences might lead you to reconsider our services. However, we are committed to not only resolving these issues but also to improving our processes to ensure they do not reoccur. Your satisfaction is our top priority, and we hope to have the opportunity to restore your confidence in our service.

Dear Kristen, Thank you for reaching out with your concerns. We take your feedback seriously and would like to address each of your points to ensure clarity and satisfaction with our service. Accessing Mail Scans: We understand there was some confusion regarding where to find your completed scans. As advised via emails, these can be viewed in the 'Completed Scans' section, rather than the 'Pending' folder. Apologies for any inconvenience this may have caused; we are here to assist you in navigating our system more efficiently. Billing for Scans: Regarding the charge of $90, this is a cumulative billing for all the scan services utilized over the period, which is billed at the end of each month. This ensures that you only pay for the scans you've asked for. Communication and Clarifications: We appreciate that you reached out to us via email and phone, and we hope our explanations were helpful. If there remains any part of the service or billing you're unclear about, we're more than willing to go over it with you again. Pricing Transparency: We pride ourselves on providing 100% transparent pricing. Our pricing page lists (https://www.usglobalmail.com/pricing/), all charges and potential add-ons clearly. Additionally, we've made the pricing page part of our signup flow so customers have to view it before proceeding to sign up for the service. I'm sorry you assumed scans were included in the subscription billing- we do not say or allude to this anywhere on our website and communications. Storage Policies and Pricing Structure: The pricing regarding mail handling, storage, and related charges have remained consistent and are clearly listed on the website and pricing pages. We regret any feelings of mistrust or dissatisfaction this situation may have caused. Our goal is to provide a transparent and valuable service to all our customers. If there's anything we can do to assist you further or clarify our services and charges, please do not hesitate to contact us at support@ usglobalmail.com

Dear Ryan, we sincerely apologize for the inconvenience you have experienced. We value and hold dear the trust our customers place in us, and it's clear that we fell short in this instance. Upon reviewing your account, we realized that you did not receive our renewal notification emails. We send these out a week before renewal. And even after, if a customer states they don't want the service, we promptly refund when notified within 30 days of the charge. We rely on our payment processor to send these emails. We are working with our payment processor to check when happened. But we take full responsibility for it and have processed a refund of $600 to your credit card. You should have received an email and the refund already by now. Our primary goal is always to ensure our customers feel valued and well-served. We value your feedback, and if you have any other concerns or questions, please feel free to reach out. With warmest regards, Heather (Customer Manager)

Hi Doreen, For clarity and to ensure transparency, I want to mention that we've been actively communicating with you regarding this issue, as evidenced by our 6 emails and 4 phone calls over the past two weeks. Carriers, such as DHL, will sometimes impose specific requirements like passport photos and commercial invoices. These are beyond our control and vary based on the destination and shipment details. We understand the urgency of your situation which is why our team has been diligently liaising with both you and DHL to resolve the issue despite the use of inappropriate and hurtful language during your calls. We regret the inconvenience and are sorry to read your review which we find to be inaccurate and unfair.