Morris Minor Forum

I ordered parts this week from ESM in the UK and they were shipped to the US by FedEx, but they have now been held up pending customs clearance. US Customs are looking for a 'commercial invoice' and FedEx have now told me they need a whole host of information regarding the manufacturing content of the parts. What a pain. I live in California. Has anyone had any similar problems? I ordered brake parts, bushes, window rubbers and other misc items like spark plugs and filters etc. ESM have now sent the commercial invoice to FedEx, but I wonder how long it will take for them to clear it. I'm guessing I need to pay duty also.

I encountered the same problem when FedEx was used to receive merchandise from ESM. I have had enormous problems with ESM since they changed their shipping procedures a couple years ago. FedEx lost (twice) one of the four parcels in a $3000 shipment. That missing parcel contained $2500 worth of parts that were so poorly packed FedEx would not accept any responsibility for the shipment (even though they lost it within their own hub facility) ESM was unwilling to replace or reimburse me unless I paid to replace them at approximately 50% of their regular pricing, and pay for the 100% shipping cost to replace the missing items. When I filed a complaint with my credit card company, ESM reported that I had never returned the merchandise, so a refund was denied. Please explain to me how I could return merchandise I never received? Even providing official documentation from FedEx to ESM regarding claim being denied based on "inadequate packaging", only drew further denial on their part. When all else failed, I agreed to re-buy everything that was lost at the discounted replacement price, but they told me their offer was rescinded since I filed a complaint with my credit card company. This process took an entire year, and took more than 100 hours of my time, but ESM would not budge. I will add that I was a regular and loyal customer for over 15 years, buying thousands of dollars worth of parts from them annually. In the end, even that did not make a difference.

So, all I can say is "good luck". I hope your packages arrive, but I no longer consider ESM the reliable source for parts they used to be. You should seek other sources for your Morris Minor parts in the future or you too could get stuck "holding the [empty] bag".

I no longer use FedEx as a carrier either.

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Gerard

http://gerardsgarage.com/

I've never had a problem with getting Morris or MG parts from the UK, yet. In my business we import engine parts on a weekly basis and emergency parts daily. Every once in awhile Customs will hold up a shipment. It's usually by someone who has a burr under their saddle blanket on some minor technically. The problem is usually resolved within a week

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If it was good 60 years ago, does that mean it can't be improved?
Know the rules well so you can break them effectively. Dalai Lama

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Mr. C, I have bought a lot from ESM for 4 years now and never had a problem and never paid duty on classic car parts. Let us know how it resolves please.

Of all the shipments I have received only once did customs get involved. It was UPS and they just paid the customs and sent me a bill payable on receipt. We should not have to pay on vintage parts.

Gord,



If you read the entire message, I state how it was resolved. To recap

This purchase was in October of 2013. It took until October 2014 to conclude what I list below.

1. FedEx lost the parcel in the Memphis hub facility. That means it arrived in the US.
2. FedEx subsequently found the parcel, andI was informed it was routed by management to the repacking department, and was to me express shipped the next day. I know they had possession of it because they sent photographs for me to verify the contents.
3. The parcel did not arrive the next day as promised.
4. Further tracking revealed it was lost between the lost and found department and the repacking department because it never left the facility. At least there was no tracking record after that. I believe an employee probably saw the value on the receipts contained, and kicked it under a bench to be "hand delivered to his personal vehicle". No further record of it's whereabout were ver recorded. That's why I said they lost it twice.
5. FedEx would not take responsibility for the loss because the cited "inadequate packaging" as the reason for the loss. If you review FedEx Limits of Liability", this is an out to paying claims.
6. My credit card company would not permanently reverse the charges without a statement from the merchant. This is standard industry practice.
7. The Merchant "ESM" stated that they had never received the return of merchandise, so they would not issue a refund.
8. In spite of numerous appeals with VISA, they reinstated my charges citing, "Merchandise was not returned" as the reason. In other words, they accepted the merchants explanation, and the fact that lost goods can not be returned was lost on them.
9. Further contact with ESM returned the reply that said in essence "that offer to resell those parts to you at a discount has been rescinded due to your filing a complaint with your credit card company"

FINAL OUTCOME with ESM They did not replace the parts, nor offer a refund. That was a year ago.

Bottom line is, and I reiterate, I was a regular customer for over 15 years. Yes, when everything goes smoothly, no complaints, and they were always good about replacing a small item that may have been missing or damaged, but when a substantial amount of money was at stake, they were unwilling to make it right. I want to reiterate that I typically ordered more than $5000 in merchandise a year. While you've had little problems over 4 years is not really a surprise, but until you do encounter a substantial problem, you won't really know what a real problem is, will you? Keep in mind, I don only lost the money and had well over 100 hours of aggravation, and well over 100 emails to different parties, the project I was working on was also stalled for an entire year. I will add that while this is the first time a shipment was lost from them, I have on numerous occasion received boxes that were broken open with parts sticking out. The quality of their packaging, and the way they loosely pack contents has always been an issue.

Regarding Custom Duty, you are correct, however, one of the carriers ESM switched to, TNT, will not only charge duty on on your shipment, they will charge multiple handling and delivery charges, on top of what ESM charges for shipping. This happened to me (received a bill for $50 on a shipment that was under $200 value), and I've know the same to happen to many friends.

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Gerard

http://gerardsgarage.com/

Read my explanation again... FedEx claimed the package was lost. They acknowledged it was lost inside their own facility, not once, but twice, so it could therefore not be delivered or returned to sender. I have all supporting documentation... a year's worth totaling about 75 pages!

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Gerard

http://gerardsgarage.com/

I read your letter carefully before I answered Sir.
I understood the points you make now before I replied.

If I were sending you £2000 of car parts, it would cost £125 carriage, plus another £100 to insure it (if you wanted it insured).
I guessed the weight at 30kg (66lb) and the size at 2ft by 2ft by 2ft to get the carriage / shipping cost.
£100 insurance is based on £2000 value.

As far as I can see, under Brit law, if you don't insure it, then the buck stops with you
If ESM didn't offer you insurance they are negligent to my mind, but not culpable.

The moral appears to be
.

You are trying very hard to put the blame on me when I had absolutely no part in this fiasco. I always insure 100% Take the time to read FedEx "Limits of Liability" (if you have a mind to). Having insurance doesn't always mean you are covered for losses. Due to FedEx finding fault with the shipper's packing, they have a "back door", especially when it comes to damaged merchandise. This is not the only time I have had problems with FedEx. They have on 4 or 5 occasions delivered expensive merchandise to the wrong address. In most cases, I have figured that out and had to go retrieve it myself, however on one occasion, they merchandise was kept by the wrong recipient (though they denied it). Luckily, the shipper replaced the item anyway, I I did not need to go through the claims process. You also should know, that it is the shipper that must file the claim, not the recipient, so you are always at their mercy do do so. Then if the claim is satisfied, the refund for the merchandise and shipping is returned to the merchant, not the recipient. There is one big difference between FedEx and UPS. Unlike UPS, FedEx home delivery services are handled by a local area contractor, not FedEx employees. That is why I find UPS so be so much better. Their employees tend to be much more responsible for their jobs than FedEx contractors. As an example, I find that in my area, 100% of the time that a signature is required, FedEx employees will leave packages without a signature. If I don't leave a note or am personally there to sign, they package is not left by UPS, even though the driver knows me personally.

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Gerard

http://gerardsgarage.com/



Edited 2 time(s). Last edit at 2015-09-05 03:01 PM by pixelsmithusa.

Nonsense Sir.
I discussed a hypothetical situation in which
I was sending you a parcel
for which, I offered you insurance for £100.

Then I went on to explain Brit Law
as the safe delivery of the parcel was insured under Brit Law.

I have no mind to read Fedex "Limits of Liability".
I do not use Fedex..
I do not insure with the carrier.

I book through the agent at the end.
I also insure through them.

If you wish to ask them,
I daresay they will tell you
the terms and conditions you would get
as a foreigner insuring for delivery abroad.

As far as I know,
tou can book the courier of your choice (within limits)
to collect your goods in the UK
and deliver them to you in the US.

You are then both shipper an recipient.

You wouldn't believe the number of problems that introduces... an even bigger "Catch 22".

The Freight Forwarder will not take responsibility because they will say they are only the middle man, acting on your behalf and have no responsibility since they did not pack the merchandise. I have found they will collect money for insurance, but actually pocket the extra money feeling they will get away with "self-insuring" knowing they will never honor a claim even if one is made. Because these freight forwarders have contracts with different carriers, they are still the party that must file the claim.
The Merchant will say they have no responsibility because you, the customer, arranged your own shipping.

I'm sorry to say this, but I found doing business with the UK to be at "at risk" endeavor, and in my experience, there isn't the same business mentality when it comes to customer service. When everything goes smoothly, everyone is happy, but it's when the "sh*t hits the fan" that you find out how good someone is, and how much they value their customers. I used to be a big advocate for ESM, and I have spent a LOT of money with them. My not buying from them in the last year (and in the future) will cost them tenfold my losses. Morris Minor parts are plentiful both from other vendors in the UK as well as in the US. Many parts are common to Sprites and Midgets, which are plentiful in the US. I currently only buy in the US, and will avoid buying directly from the UK whenever possible, even if it means no longer servicing Morris Minors. Something I've done a great deal of in the past.

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Gerard

http://gerardsgarage.com/

I think I have gone more than the mile Sir.

I repeat however, I insure with Parcel to go.
I am their customer, I deal with the insurer direct.

I've only had one loss.
They paid, in full, with little or no hassle.

You may have noted.
then again,
you may not have noted,
I speak my truths calmly.

Apart from the above,
I don't understand why people in your country
don't buy their Minor kit from
the American branch of Moss Motors.

Their site seems pretty easy to use compared with most.
Here are their engine internals

I have been in logistics for 45 plus years and own The Alliance Group of Companies Ltd., ( see www.agc.as)

I have a US based hub in Atlanta run by Brits, and ship cars parts and a multitude of commercial goods between the USA and the UK
If any forum members wish to move parts or whole vehicles from the UK to the USA or back I would be happy to assist them
It makes sense to use Fedex / UPS on small orders which are low value but with high end goods or heavy spares then seafreight is the best and cheapest way - the transit time to the Eastern Seaboard is about 13 days or so but it is so much cheaper

I too have bought from ESM and have had no issues but of course they are in the UK like me!

gsw@agc.as is my email if I can help anyone please contact me

Gary Waller (aka Limey Trucker)

Gerard, I was asking Mr. Clackett to let us know how his situation resolved.