Bongo InternationalReviews of bongous.com

Reply from Bongo InternationalMar 2, 2015

Hello Chris, We are truly sorry for the inconvenience that the system outage may have caused you. Though our IT team was working hard to find a solution, we are aware that our site was down for about twelve hours last weekend. This is the first time we have experienced an outage to that length and we have not only corrected the issue but we have new safeguards in place to prevent the same error from happening again. I have passed your feedback on to our customer service manager and he will be contacting you separately. Thank you, Bongo International

Reply from Bongo InternationalFeb 10, 2015

Hi There, We have sent this to our customer service manager for review. Orders may have a security verification to protect you the consumer from credit card fraud. Your order was pending this verification. In verification we deposit/deduct a small amount on your credit card or bank account between $0.01 to $3.00. You as the card holder would verify that data to prove your identity and process the payment. We see that you successfully have completed that and the order is in route to you. We appreciate constructive feedback but we are very sorry to see you reviewed us as a one star, the only reason we process random payments review is for your protection. If the information if correctly verified, in most cases the order if fulfilled that day and the product sent out. Thank you! Bongo International

Reply from Bongo InternationalFeb 11, 2015

Hello Michelle, We are sorry that you felt frustration with your order with Bongo International. We have sent this feedback to our customer service manager. We received confirmation that the total to ship the item was 54.66USD, which included 44.94USD in international shipping, 5.00USD box fee and 4.72USD fuel cost. These rates were accurate and very competitive in the international eCommerce business. Below are the explanations of the charges: - Box Fee (number of boxes shipping): $5.00 for each box shipped to your Bongo address. - Fuel Surcharge: A fee charged based on the the cost of the shipment for fuel and other maintenance. Unfortunately, we have confirmed that Bongo International did not charge you a Remote Delivery Charge: Remote delivery charges are issued when your delivery location is not one that FedEx will ship to normally. We are going to send you a separate receipt of your total costs. If this was a charged assessed upon delivery from FedEx, then you could have contacted us and we would have paid that difference. Our service agreement allows for us to make payments for additional costs incurred. We have researched our ticketing and phone system and cannot find contact data for your telephone number or email address. Since we are committed to you our valued customer, we have processed a refund for the amount you stated you were charged (presumably from the shipping company) we take your experience on good faith, and we are sorry you did not give us the chance to rectify the situation. Thank your for the valued feedback and patronage. Bongo International

Reply from Bongo InternationalFeb 10, 2015

Hello, We are sorry to hear about your feeling in regards to your account, we have confirmed the details of the storage policy for our warehouses, and it is to hold on to goods for 21 days free of charge, but after those 21 days the goods will incur storage fees at the rate of $5 per box per day. After 30 days, the goods may be disposed of. This is a policy put in place due to space constraints within our warehouses, and unfortunately cannot be bypassed in any way. We ask that all customers ship goods out of their Bongo accounts within 30 days of their receipt. While items are in your inventory, you receive daily emails reminding you of the storage policy. After the 21st day, offer discounts on shipping the older items in an effort to encourage you to activate the items before the end of the 30 day period. We brought this to the attention of our customer service manager, and he stated that if you contact customer service with the details of your experience (because there was no identifiable data in your valued feedback). He will be happy to pull the record of daily email notifications, if the notifications were not delivered or reviewed by you, he will offer a full reimbursement for the disposed of goods. We retain a history of all emails sent to our customers and if they were never sent, or received; we want to ensure you receive fair reimbursement. Please contact us by opening a support ticket at https://bongous.com/contact-us/ Or you can also reach our customer service team between 9:00 AM - 9:00 PM Monday through Friday ET at: +1 203-683-4894 Thank you, Bongo International

Reply from Bongo InternationalFeb 11, 2015

Hello Alester, Bongo International is not a scam. We have sent this to our customer service manager to research the issue, unfortunately the order was cancelled because of the merchant not being able to verify your payment method. Luckily, we show that you have been in contact with customer service and a refund has been processed in full, which we are happy to report. We ask going forward if you decide to use our services again, please reach out to us first with your concerns; we are sad to see the low-rated feedback you've provided here before giving us a chance to address your concerns. We will offer you a discount on shipping if you decide to use our services again, your account as been noted to offer a discount of 20%. In the future, contact us between 9:00 AM - 9:00 PM Monday through Friday ET at: +1 203-683-4894 Thank you for your patronage!

Reply from Bongo InternationalFeb 10, 2015

Hi DaMan, We are sorry that the feedback in this portal drove you to make that decision, we hope that you've found luck with another company like Bongo International. We sincerely hope you also took the time to review our responses. Bongo International is an innovative and growing company, recently acquired by FedEx. Our facilitation of international eCommerce has a 98% accuracy rate, we understand that we still need to work to improve our services; a company should always strive to improve, and we get our suggestions from our valued customers. We also hope that you see from our responses, when we make an error: we take accountability for it and make it right by our customer. Our team takes great pride in our work ethic and this will only be enhanced now that we are a part of the FedEx family. If you want to give us a chance, please open an account and email our customer service team mentioning this comment. Our customer service manager wants to offer you a 20% off your first shipment with us. Thank you! Bongo International

Reply from Bongo InternationalFeb 10, 2015

Hello Lira, We have a strict commitment to making sure that you have no surprises when using our personal shopper tool, which is why we cancel orders that have a price variance. In regards to setting up an order, at the point you describe your card would have only had a pending transaction. When our personal shopper team saw the price variance, they cancelled the order, which means that the pending charge would have been removed and no monies would have been debited. We discussed this with our accounting team and they confirmed that when a personal shopper order is cancelled, there would be nothing to refund as we never debited your account. The reason our customer service team asked you to send documentation of the charge to [email protected] would be to begin an investigation. If in fact your card was charged, we could resolve this quickly by offering a refund. Unfortunately, you have not provided enough data in this feedback to allow us to research and resolve. We can only speculate based off of policy. I hope that you revisit this with our customer service team if you were in fact charged. If it was a pending charge that dropped off when the order was cancelled, this answer will explain why. You can contact us: by opening a support ticket at https://bongous.com/contact-us/ Or you can also reach our customer service team between 9:00 AM - 9:00 PM Monday through Friday ET at: +1 203-683-4894

Reply from Bongo InternationalFeb 10, 2015

Hello Marius, We have passed your email address to our customer service manager for review. Unfortunately, we could not locate an account or an order with the data provided. We strive to help all of our frustrated customers and if you could please contact our customer service team, they would love to assist you. You can open a support ticket at https://bongous.com/contact-us/ Or you can also reach our customer service team between 9:00 AM - 9:00 PM Monday through Friday ET at: +1 203-683-4894