Misleading pricing and lack of transparency
Ask & Embla advertises free shipping, but after my order was shipped, DHL demanded additional import taxes and courier fees totaling over 50% of my purchase price. Neither the checkout page nor the order confirmation mentioned import taxes or any other additional fees. I have no issue paying legitimate import taxes. The problem is the lack of transparency about additional charges. When I contacted customer support, they referred me to their FAQ, apparently expecting customers to search for answers to questions they don’t even know they should be asking. Customers shouldn’t have to dig through FAQs to discover substantial additional costs that were never clearly disclosed during the purchasing process. Very disappointing experience.