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Cafepress Labelling - Will they ever get it right

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  • #16
    And I am still exchanging emails and calls with UPS. It's not their fault, really. They can only go with what is on the outside of the box and right now I am still trying to convince them that I really only ordered books.

    I got an automatically generated letter today reminding me to cough up Ç117,22 (about $181); another call to UPS put this whole process on hold until they finally examined the papers I've sent them. I am really curious how long it will take until this is sorted out
    It's easy to find something worth dying for. Do you have something worth living for?
    Rule TwentyNine (Blog about B5, politics, environment and much more)

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    • #17
      Originally posted by *Starstuff* View Post
      And I am still exchanging emails and calls with UPS. It's not their fault, really. They can only go with what is on the outside of the box and right now I am still trying to convince them that I really only ordered books.

      I got an automatically generated letter today reminding me to cough up Ç117,22 (about $181); another call to UPS put this whole process on hold until they finally examined the papers I've sent them. I am really curious how long it will take until this is sorted out
      Two and a half years into this, they're still frakking it up? Ugh.
      "Jan Schroeder is insane" - J. Michael Straczynski, March 2008

      The Station: A Babylon 5 Podcast

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      • #18
        Starstuff: You're right - it would not be fair to blame UPS, Customs, etc they are simply reacting to what Cafepress has continually mislabelled.

        The fact that their response is to deny responsibility and then stop answering attempts to contact them shows that either they don't care or they're doing it deliberately.

        CeeBeeUK: I'm so sorry you're having the same problems. Plainly Cafepress don't care as they keep doing this.

        Certainly once these scripts are finished i will no longer use Cafepress for anything.

        Lulu seems like a much better option.

        I've informed Jaclyn and she says i'll get a refund on the charges - i am hopeful, but i'm also expecting problems with my other replacement volumes as i don't believe for an instant that Cafepress will make an effort to correct their labelling.
        Last edited by Ulkosh; 06-16-2008, 10:40 AM.

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        • #19
          Well the latest Other Voices Volume arrived, and those dingbats at Cafepress still can't label a book as such if their lives depended on it - i fully expect to end up paying for the replacement books i'm getting for the other Volumes that were faulty.

          One of them was so badly printed with words and letters overlapping as to be totally unreadable.

          Good old Cafepress, eh?
          Last edited by Ulkosh; 06-30-2008, 06:57 AM.

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          • #20
            Hi everyone,

            just another update to this issue from my side:

            UPS has accepted the documents I've been sending them and has now forwarded them to German customs. As they've written, it may take up to 6 months until they let me know how much I'll have to pay in the end.
            I am very relieved that Jaclyn has assured me that - should I not be able to resolve the issue on my own - they would pay for the additional costs (let's hope I don't need to get back to her offer).

            Last Saturday my replacement copy for Volume 12 arrived (my first copy was missing pages) and guess what - the customs declaration read "Apparel & Software". Like Ulkosh I fully expect a letter from customs demanding a ridiculous sum of money from me for something that I didn't order (since it's neither apparel nor software) and have paid for already (when I got my first paid copy of volume 12).

            As much as I like Cafepress for taking on the job printing the books and setting up the Joe Store, I am getting a little grumpy with them labeling orders wrong because in the end I have to spend hours on the phone or writing emails to get everything sorted out.

            *takes deep breath* But, nonetheless I am very happy to finally being able to read the introduction to Vol 12. Always stay positive, right?
            It's easy to find something worth dying for. Do you have something worth living for?
            Rule TwentyNine (Blog about B5, politics, environment and much more)

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            • #21
              To be honest, I don't think they do label things "wrong". I just think that their labelling system is too restrictive and not specific enough when it comes to things going overseas. They did start off as a print to order t-shirt operation as I understand ... therefore their initial shipping crates would always have had "Apparel" in them.

              I imagine within the USA there are no problems with this, and it has just never been updated to suit resolve these issues once and for all. And if the JMS books are a small enough part of their annual product turnover, the impetus to change it possibly isn't large enough for them to get off their keesters and get on with it.
              The Optimist: The glass is half full
              The Pessimist: The glass is half empty
              The Engineer: The glass is twice as big as it needs to be

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              • #22
                Originally posted by Garibaldi's Hair View Post
                To be honest, I don't think they do label things "wrong". I just think that their labelling system is too restrictive and not specific enough when it comes to things going overseas. They did start off as a print to order t-shirt operation as I understand ... therefore their initial shipping crates would always have had "Apparel" in them.
                That would be a possibility if *all* overseas shippings were labelled wrong. That's not the case, however, so it can't be due to the labelling system per se.

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                • #23
                  I second mandragora: my first two shipments were labeled correctly and I didn't have any problems with the import tax. For some reason they must've changed something (or somebody?) around March because then it started to go wrong.

                  Has someone actually told them they're doing it wrong? I just started to wonder ... I have only contacted Jaclyn about it because I knew that in case of trouble she was the one to get a hold of. But maybe it would be good to tell Cafepress how many of us had trouble because of their mistakes.

                  EDIT ...:::... Just read Ulkosh's post on page one regarding my thought on informing Cafepress.
                  Last edited by *Starstuff*; 07-02-2008, 12:32 AM.
                  It's easy to find something worth dying for. Do you have something worth living for?
                  Rule TwentyNine (Blog about B5, politics, environment and much more)

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                  • #24
                    Originally posted by mandragora View Post
                    That would be a possibility if *all* overseas shippings were labelled wrong. That's not the case, however, so it can't be due to the labelling system per se.
                    Fair enough ... all mine have come labelled as "Apparel/Software" right from the start. Fortunately, if I have only ordered a single script book it falls beneath the UK's limit for imposition of a customs charge so it has only once been an issue (when I ordered something else at the same time pushing it over the limit).

                    I didn't realise that some were labelled correctly. That only makes it worse.
                    The Optimist: The glass is half full
                    The Pessimist: The glass is half empty
                    The Engineer: The glass is twice as big as it needs to be

                    Comment


                    • #25
                      Originally posted by Garibaldi's Hair View Post
                      Fair enough ... all mine have come labelled as "Apparel/Software" right from the start. Fortunately, if I have only ordered a single script book it falls beneath the UK's limit for imposition of a customs charge so it has only once been an issue (when I ordered something else at the same time pushing it over the limit).

                      I didn't realise that some were labelled correctly. That only makes it worse.
                      Mine have always been apparel/ceramics, weird!

                      And I also only order single books, so generally have been fine. Until CafePress marked a replacement book as being valued at $65!

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                      • #26
                        Well my replacements arrived, labelled as apparel AGAIN and at $80 - somehow customs didn't take an interest this time. Thank Goodness.

                        My early packages were labelled correctly its since aboyt Vol 13 that i've had problems, i've told them over and Over and OVER but they don't seem to listen.

                        I REALLY hope everybody else's problems work out over this - its really not good enough on Cafepress' part.

                        Thank goodness then for Jaclyn.

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                        • #27
                          Ulkosh, even though it didn't cost you this time, please be sure to let Jaclyn know so she can pass it on to her execs at CP. They need to know.

                          Jan
                          "As empathy spreads, civilization spreads. As empathy contracts, civilization contracts...as we're seeing now.

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                          • #28
                            I actually wrote to Cafepress about this, informing them about the trouble their labeling was causing. This was their reply:

                            I would be happy to assist you with this. I have taken a look into
                            this information for you and see on the certificate of origin books
                            will fall under Apparel, Ceramics and Miscellaneous. This is because
                            books falls under Miscellaneous items. I hope this information helps.

                            If there is anything else I can do for you please let me know.


                            Afterwards I pointed out to them that they should consider a different label for at least international shipments, because customs just gets confused easily. That was the reply after that:

                            Thank you for the suggestion. I will be sure it gets passed along to a member of the appropriate department.

                            We are always looking for ways to improve our products and services and do appreciate you taking the time to write us.


                            I hope they really do something because as of right now I am hesitant to order anything else.

                            At least my biggest issue was resolved: german customs has now charged me the appropriate 15 Euros for my last shipment and not the previously demanded 117
                            It's easy to find something worth dying for. Do you have something worth living for?
                            Rule TwentyNine (Blog about B5, politics, environment and much more)

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                            • #29
                              Glad to hear that it worked out for you, Starstuff. It's generally best to go through Jaclyn since she's in touch a much higher level at CP. Granted that books are a very tiny fraction of CP's business, the more time eaten up by upper level employees, the sooner the issue might get fixed. Oddly, it seemed to have been for quite a while and only in the past few months has become a problem again.

                              Jan
                              "As empathy spreads, civilization spreads. As empathy contracts, civilization contracts...as we're seeing now.

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                              • #30
                                Originally posted by Jan View Post
                                Glad to hear that it worked out for you, Starstuff. It's generally best to go through Jaclyn since she's in touch a much higher level at CP. Granted that books are a very tiny fraction of CP's business, the more time eaten up by upper level employees, the sooner the issue might get fixed. Oddly, it seemed to have been for quite a while and only in the past few months has become a problem again.

                                Jan
                                I suspect that someone has to enter a setting when the order is accepted or a hand written note has to be sent to the person who prints the addresses.

                                From the Cafepress replies there is a very naive manager who thinks he is working in a free trade area. The EU is a managed trade area. 'Managed' being a euphemism for win the trade war by sabotaging the Americans (and Japanese) when ever possible. Europe has a large fashion industry so T-shirts deliberately have a 'drive them into bankruptcy' level of import duties.
                                Andrew Swallow

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