I own a small business in Toronto, Canada and I found efavormart.com while searching for cheaper products. The product I ordered on efavormart.com looked almost identical to the ones I use and was cheaper even with the shipping cost. I knew that there would be customs and duty fee but it was still cheaper than getting those products in Canada. I ordered your silver round tin with a window. On efavormart.com, its side is flat when the lid is on and the rim around the window looks very thin. The tins I received on March 1 looked significantly different. First, all the lids are very loose so if I grab a tin by its lid the bottom will fall off right away. Also, the lid itself has a rim that sticks out so I can’t even seal these loose tins. The rim around the window is thick so I can’t use my company label. I bought their product for two simple reasons - its design and cost. They also sent me 199 units instead of 200. Before I actually received the product, UPS asked me to pay for the C.O.D. Brokerage fee. I was not informed about this so I emailed efavormart and discussed the matter with two agents between February 20 and 21 via email. The first response I received was that UPS brokerage fee was only for customs and duty. I verified with UPS that the brokerage fee is added on top of customs and duty fee. If I knew about the additional fee on top of what I paid plus customs and duty fee, I wouldn’t have ordered from them since then it would be more expensive than buying those products in Canada. I contacted efavormart again and was told that they had nothing to do with it so I should deal with UPS directly. I asked their agent again if they were aware of UPS brokerage fee because they clearly failed to inform me about it. I asked three times via email and received no answers. I contacted UPS again and was told that efavormart is fully aware of the additional brokerage fee since they’re their regular customer and even get a discount since they ship many items overseas. I confronted efavormart three times via email but received no response. On March 1, I finally received the package but found out that products looked different than what I ordered. I used their Live Help Online to discuss the issue with an operator Christine on Mar 1 8:57: 04 PM EST for about 40 minutes. I told Christine that they sent me wrong products and before even verifying what I received or asking for any pictures or proofs, she flat out told me that they sent me the right product. How did she know what I received at that point? I sent her pictures I took and she said the tin in the picture looks identical to the one on their website even after I mentioned the obvious differences. She said she also asked her manager and the manager thinks they look identical as well. Without admitting that they sent me wrong products, she suggested a refund process. She said they would waive the restocking fee but refused to pay for shipping. If I simply did not like the product then I know I’m obligated to pay for restocking fee as well as the shipping cost, but I’m not going to pay for shipping when the items I received and paid for look different than what I ordered. The wrong products they sent me are no use for me for the reasons I mentioned above. I received another email from their customer service asking, “What’s wrong? Our product is fine.” I sent the agent a long email and comparison pictures but instead of mentioning once about the differences I mentioned, she stated that there was nothing wrong with the product design. I didn’t say there’s something wrong with the design. It’s just not what I ordered. They said it fits their (simple) description they posted online, but failed to mention that ones in their picture are not the same as the ones they actually sell. I asked for a full refund and a reimbursement for sending back their products as well as for customs and duty fee which I never would’ve paid if I didn’t order from them. I offered them that if they can resend me the products which look identical to the ones on their website then customs and duty fee will be my responsibility. This time they offered me 20% rebate. I went to their website today, on March 2, and guess what I found? They changed the product picture to the ones they sent me! I actually thought they might do that so I clipped their webpage on March 1 with the date stamped by my anti-virus program. I caught them red-handed. I can’t believe they changed the picture to cover up their mistake. I’ve already filed a report to the BBB but I was wondering if there is anything I can do to get my money back even through a small claim when I am residing in Canada and they are an American-based company. I am also going to contact my credit card company if there is anything they could do since I consider this a fraud.
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