Does anyone have much experience with Holy Mountain?
I bought some tea a few days ago and I'm not too happy about the charges. Running through the order screens I had a basket of about $70 worth of tea. A few pages in I got to the shipping charges. I used the shipping calculator on the page and it came up with $0.00, not bad for international shipping I thought. After entering credit card details a final bill came up still showing int shipping still as $0.00. So I went ahead and purchased - I received a full invoice via email showing $0.00 shipping.
The next day I got an email saying my cc has been debited the amount for my order plus $20.20 for shipping.
I emailed to complain and have been told that the shipping policy is clear and I will not be getting a refund of the shipping charges. The clarity is explained as a link at the bottom of the site leading to a link to usps where I can figure out the costs, the calculators during the buying process show all international destinations at the wrong charges because it doesn't work for them.
From the email:
"Obviously international shipping is not $0.00; the shipping calculator does not work for Alaska, Hawaii or international destinations."
Am I right to be furious? and any other suggestions before I pursue this through the credit card disputes route and start moaning about Holy Mountain to the wider world.
Aug 24th, '08, 15:40
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Proinsias
Aug 24th, '08, 15:49
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I agree. I've purchased from companies that cannot process your shipping charges instantly. They ALL, without exception, have held the charge, contacted by email with the charges, and waited for you to approve them before debiting the CC.
While the $20.20 might be fair for int'l shipping, not disclosing that amount before charging is not cool at all.
While the $20.20 might be fair for int'l shipping, not disclosing that amount before charging is not cool at all.
Aug 24th, '08, 16:13
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chamekke
I agree. Holy Mountain should include explicit text next to the calculator saying that international destinations, Alaska, etc. do not rate the free shipping, or at least, something to the effect that the rate displayed is not what the buyer will be charged. They should also hold off on processing your purchase until they've notified you of the shipping cost and you have given your approval.
I'm glad you raised the issue here, Proinsias. We are all fairly warned, and in the event I am ever tempted to order from them (now somewhat less likely), I will make a point of e-mailing them to get the shipping costs up front and in print.
<gripe alert>
Unfortunately some companies' attitude towards "minority purchasers" (international buyers, Americans not in the contiguous U.S.A.) could really stand some improvement. I remember one site that included no indication that there were restrictions on shipping destination; there was nothing in their FAQ or shipping information, for example. I made it through five checkout webpages (including a form that allowed for non-American addresses!) before finally hitting a message that said, "Sorry, we do not ship outside the continental United States." Sorry? I just wish you'd express your sorrow a little more up front, matey.
</gripe>
I'm glad you raised the issue here, Proinsias. We are all fairly warned, and in the event I am ever tempted to order from them (now somewhat less likely), I will make a point of e-mailing them to get the shipping costs up front and in print.
<gripe alert>
Unfortunately some companies' attitude towards "minority purchasers" (international buyers, Americans not in the contiguous U.S.A.) could really stand some improvement. I remember one site that included no indication that there were restrictions on shipping destination; there was nothing in their FAQ or shipping information, for example. I made it through five checkout webpages (including a form that allowed for non-American addresses!) before finally hitting a message that said, "Sorry, we do not ship outside the continental United States." Sorry? I just wish you'd express your sorrow a little more up front, matey.
</gripe>
Last edited by chamekke on Aug 24th, '08, 16:19, edited 1 time in total.
Just contest the charges with your credit card company. Tell them that you didn't auth that extra 20 dollars and that you are no way liable for it. The order was stated at the original amount and that was what you agreed to pay. Holy Mountain can't prove otherwise so they'll probably have to eat it.
Exactly. Any credit card company should be reasonable here. Also, you can leave a note on your door for the delivery service that you are refusing the shipment. Then you can contest the entire charge.Pentox wrote:Just contest the charges with your credit card company. Tell them that you didn't auth that extra 20 dollars and that you are no way liable for it. The order was stated at the original amount and that was what you agreed to pay. Holy Mountain can't prove otherwise so they'll probably have to eat it.
Aug 24th, '08, 17:04
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Proinsias
Cheers for the replies, I work for a major bank and do a fair bit of dealing with credit card disputes. It was just incase a few people knew the company and were going to stand up and say what great guys they were and I should pursue a different route than the standard legal one.
I emailed them when ordering to mention that I would probably be using a part of the order for an online tea community tasting, I did not expect such a nippy and dismissive response, especially in light of this.
I'd really rather not pursue the legal route, even an apology with a mention that they will fix the issue on the site may have avoided it. It seems I have no choice.
I'd prefer not to refuse the whole package, I'd much prefer to get the package with no shipping charges - keep me happy, piss them off etc. But I'll check with the credit card company and see what would be the best course of action.
I emailed them when ordering to mention that I would probably be using a part of the order for an online tea community tasting, I did not expect such a nippy and dismissive response, especially in light of this.
I'd really rather not pursue the legal route, even an apology with a mention that they will fix the issue on the site may have avoided it. It seems I have no choice.
I'd prefer not to refuse the whole package, I'd much prefer to get the package with no shipping charges - keep me happy, piss them off etc. But I'll check with the credit card company and see what would be the best course of action.
Aug 24th, '08, 19:47
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chamekke
