I want to complain regarding the hidden charges which your company levied on my courier to lahore, Pakistan. I couriered a gift which contain a barbie doll, teddy bear and one glass show piece to my friend in lahore with airway bill number or tracking number 8036 7268 2091 from delhi, India on 8th FEB 2014. The value of my package is Rs.
2900 and the actual weight is 2 kg but due to unavailability of the box of my package size, i put the gifts in a box of size 49x14x42 which cost me the quote of 6 kg. Before sending this package i mailed and contacted your customer relationship officer for the quote about my packet, they told me the total cost will be 3000 for my 2 kg package. But due to the size of my box the courier cost me of Rs. 6570. It is fine for me as whatever we talked it is acceptable to me. But today i got shocked when your fedex people called my friend and asked him to pay PKR 3500 for custom duties which was not told me earliar, and it is too embarrassing that my friend need to buy a gift package for that amount from your fedex office, then what is the benefit of sending the gift.

So, i called today at your customer service number regarding it and one lady Miss Ranjeeta Shinde told that you must know about the custom duties, we are not here to tell it. Is this what you hide from the customer to earn more money?

Giving extra Rs 2000 for custom duties is not my concern but it is embarrassing for me that my friend called me and asking me about that he needs to pay to get that gift. If these extra charges need to be given then it should be told earlier that sir this is the total quote for the freight only and the custom duties should be variable excluding the freight charges but this thing is hidden from me to make extra profit.

Sorry to say but i thought your company is very professional and customer oriented, i also work in a bank and customer are there in our bank also, and when a customer came we tell them that sir these are the charges for this thing, we don’t hide anything and we don’t expect any customer to know these charges, we ourselves tell them. But your staff is highly intelligent and your customer relationship officer Miss Ranjeeta Shinde expect everybody must be knowing about these charges.

I am ready to pay the custom duties and one more thing i want to ask, in my airway bill your staff himself added that the duties will be paid by recipient without asking me about it who will pay that amount. Kindly look into this matter because i was thinking that i will send more gifts from your courier but this is the first experience i got
from you. Hope everything will be sort out as soon as possible. My gift is under priority courier and please make arrangements for the payment which is left(your hidden charges named as custom charges). I will pay at my end.
My airway bill is attached with this mail.

Regards,
Ankit Thakran