Dear Latifah,
Thank you for your feedback. We respect your opinion, but we would like to clarify several important facts regarding your shipment.
1. Repacking and Shipping Charges
Our team assisted with your repacking request, rearranged the handbags, and shared photographs through WhatsApp.
Your parcel weighed approximately 3.5 kg, but the courier calculated shipping based on volumetric weight of approximately 6 kg. We explained this before payment, and you agreed to proceed with the USD 135 shipping quotation.
2. Entire Process Took Only 3 Working Days
The entire process, including repacking, shipping arrangements, and local courier collection, took only 3 working days.
During this period, our team handled your requests, provided photographs, answered your questions, and arranged the shipment.
3. Aramex Tracking and GDEX Collection
For our Aramex shipments from Malaysia, GDEX handles local collection before transferring parcels into the Aramex international network.
Therefore, Aramex tracking may continue showing “Created” even after GDEX has collected the parcel.
We informed you that the parcel had already been collected. A tracking status that has not yet updated does not mean the shipment remains at our warehouse.
4. RM400 Goodwill Compensation
Despite completing the processing and collection arrangements within 3 working days, we contacted you after your review and offered RM400 in goodwill compensation, with the option to refund that amount.
This was a voluntary gesture to address your concerns.
5. Review Published Before Delivery
We would also like to highlight that you published your negative review before receiving your parcel, while the international shipment was still in progress.
We fully respect your right to review our service. However, at that point, the final delivery outcome was not yet known.
Our Final Clarification
Our team assisted with repacking, explained the shipping charges, arranged courier collection within 3 working days, and continued providing support.
We acknowledge that tracking communication could have been clearer, but we respectfully disagree with any impression that our team neglected your shipment.
We hope you will reconsider your review once the delivery is completed.
Best regards,
MyReship Customer Support Team
www.myreship.com