Extortion, horrible customer service, fraudulent billing, unauthorized ACH charges

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There have been hundreds of overcharges on all our invoices that have yet to be resolved. Some of these invoices have been charged despite revoking authorization. Authorization was revoked multiple times over email preceding a ~$900 charge on 11/27, as well as a $427 charge on 12/3. There was a third attempted charge which I believe to have been in the $3000 range, which did not go through. The company emailed me to inform me the charge did not go through, despite my having revoked authorization about a dozen times at that point. Charge authorization was revoked due to unresolved billing issues, lack of customer service/communication, lack of delivery for promised services, and more. The overcharges on the invoices range from 40 cents to $50. For example, there appears to be a new mystery $0.40 charge on every priority mail package. These charges have been present for some time and were not explained until mid-December. They stated these charges are due to postal rate increases, however I was never notified of this and in fact I was told multiple times to refer to a rate chart on their website, which does not reflect any rate increase. These charges appear to be on every invoice I have gotten and have not been resolved as of writing this letter. There have been systemic and repeated overcharges mainly relating to weight on various shipments. There have been packages sent in which the total weight is equal to 4x the weight of the actual products. My inquiries to these issues were largely ignored, and the support tickets closed out. On one in which I did get a response, I was told that the packing paper for an approx. 10oz item weighed two pounds. And indeed, on a shipment on the most recent invoice was charged for 7lbs, despite the fact the items shipped would weigh no more than 2lbs combined. These weights are based on the weights eFulfillment provides for my products once they are received, not my own calculations. In terms of incompetence and lack of delivery on promised services, everything got off to a bad start. On my onboarding call everything seemed to go well, however after investing in supplies to make my inventory fit to send, sending it, and their warehouse receiving it, my items were not listed as ready to ship to my customers. This went on for a bit over three weeks, after which I was told there was a severe delay in receiving. I was not told this on the phone, and in fact was promised a speedy onboarding. Additionally, there have been three separate, documented instances of about a dozen orders sitting in processing for a week or more, then magically shipping out with no explanation when I say something. Their answers to these complaints (if I got any) were dismissive. This falls far outside their stated lead times for order processing. I have had a handful of packages that were missing items, or with entirely incorrect items from another vendor sent. I have reason to believe packages were deliberately damaged early on, in order to push me towards using boxes on all shipments. This would result in increased pricing of course. Despite the high claimed times to unpack my items, they seem to be misplacing or otherwise damaging hundreds of items at this point, as they always have a discrepancy report to send. I take images of packed inventory shipments before I send them to verify the contents, so I do not see how the amount of errors they claim would be possible. Furthermore, I believe they have been taking advantage of hourly rates for unpacking received products, as there have been eye popping hour amounts on relatively small packages of inventory sent. They assured me these costs would dwindle after the first few shipments, but they did not. I was told via email that I would need to create an error report for each invoice and send that EFS to fix, despite it being charged to my bank account anyway. Of course, when I have done this, the reports are addressed at their discretion, and very few overcharges have been resolved. Furthermore, the invoices are issued one or two days before the account is charged. Regardless of the customer service aspect of asking a customer to create an error report for their own invoice, this is not enough time to do so. I've been given the runaround being told the overages are a computer glitch, then that they were only happening to me. I was also told EFS would finally review the invoices (instead of making the customer do it) and they predictably came up with nothing, despite the fact I have a list of issues that I never reported that they missed. All these statements are documented in various email threads and phone calls with the company. As the list of problems grew and my patience dwindled, the messages started having passive aggressive statements included. (IF they responded at all) I would be happy to provide these documents if needed. When I was sent the onboarding contract, I was attracted to the "100% satisfaction guarantee" and "no mystery charges" and "honoring the prices we quoted you" rhetoric which is on their website. Unfortunately, this rhetoric and any promises or contracts they make are not kept. EFS has violated the terms set forth in their master service agreement, mainly stated shipment charges and service agreements. They are holding my inventory hostage in order to extort additional monies from me, despite not delivering any of their advertised or contractually obligated services. This company has engaged in fraudulent actions and should be held accountable.
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  • Great rhetoric
  • Extortion
  • Mystery charges
  • Breach of contract

User's recommendation: Avoid, do your fulfillment in house

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