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I agree with the previous review. The app is supposed to give International customers a heads up into Duties/Taxes and make it easier for them to pay. Unfortunately, I'm losing more International orders than gaining because of the extra Zonos fees and Brokerage fees I could otherwise discount or rid of if I were allowed to use my UPS pricing agreement and a second account number. International is expensive as it is. Tagging on Zonos Fees and exxagerating to cover the spread is not generating more business. Not worth $99 in new orders after more than two months.
Thank you for your feedback and for the opportunity to provide landed cost quotes for your international shipments. I will have someone from our team reach out to you today as our app does allow you to use your negotiated UPS rates along with a second account and we are happy to assist you in getting those set up. If your Brokerage fees are waived with UPS then they will be waived in Zonos landed cost quotes as well.
Edited in 2024:
I was contacted by Zonos a few years after writing a 2020 review and they explained the program is completely different now from what it was in 2020, based on customer feedback. They issued a full refund for the overcharges from 2020, with no expectation of an updated review. The entire refund transaction was respectful and professional and based on that alone I would give them another opportunity. We are not shipping as much internationally so we don't need the app now, but if our international shipping got busy then I would give them another look. I never had any unpleasant interactions with any of their support team during what was a stressful time for us in 2020 with huge overcharges from DHL. They say they have now taken over all the charges from DHL so our experience would be 100% different with no overcharged duties. That is reassuring and I'd be glad to deal with them in future. I have updated the review from 1 star to 3 stars based on the customer service.
Earlier review from 2020:
Would give MINUS 5 stars if possible. I've lost $600 by shipping my most recent five orders using this app. (Zonos reported, and customers were charged, shipping, taxes and duties of $2960.57, but DHL charged me $3560.42 for those five shipments.) I've spent hours trying to deal with the problem and provide accurate info to their support team in the past five months I've had the app installed. Their support team responds quickly but is useless at fixing the actual problems with the app, despite my providing detailed screenshots of exactly what is occurring with shipping pricing. Despite their "fixing" the dimensions of the products. Despite their "fixing" the charges. Nothing actually "fixed" the reason the app continually undercharged every single international customer for shipping, taxes and duties. Oh, and of course, absolutely zero refunds from them and zero response to my multiple requests for a refund of the monthly fee or the shipping undercharges. I relied on others' glowing reviews to install Zonos but this app completely disappointed and I would 100% recommend you stay away from it. I suggest checking out EasyShip or FlavorCloud for shipping from US to international destinations. That's what I'm doing as soon as I uninstall Zonos.
We sincerely appreciate your feedback. We are deeply disappointed that we couldn't work out this situation with you. Since the shipping rates that come through our app come directly from your carrier via their API, the calculations are at the mercy of proper setup and having correct weights and dimensions for your items.
Had we hopped on a call together, we are sure we could have found a quick resolution. We tried multiple times to jump on a Zoom or phone call, but perhaps the time of year made it difficult for us to sync up.
We would like to work through the problems and take care of any merited refunds. Again, we apologize for your negative experience, and we would still like to take care of you even if this means you do not use Zonos in the future.