12 replies to this topic

[kush]

i live in england, ordered my products 4weeks ago, even though i opted for the 10 day delivery process which i payed more than the products for. four weeks on i still havent reveived my goods!!!!!!! i am furious. i payed over $80, i tried tracking my order, now the're saying my email add does not exhist... next day i recive a letter from uk border saying i need to pay another 20 pounds to get my goods delivered!!!!!
the worst site ever.. un trustworthy, unreliable. and i wll never believe there boagus so called good customer service!! i am A BROKE STUDENT aswell which does not help... im writing this to warn england customers or even other overseas , and would love to here similar views or better yet solutions! dan kern i am very disapointed.. to top it up you didnt even respond to my numerous emails.

[Wynne]

Customs charges are from YOUR govt, not Daniel Kern site.

http://www.acne.org/contactus.php Use that form to contact customer service.

Evidently since you got notification about the charge, the products have arrived there.

[Randomstuffs261]

I must admit i am dissapointed that there was no warning about UK customs asking for a further £20 and that the 4-6 business day option has so far taken 2 weeks. But still, it doesnt seem to be on Dans priority list tbh. He does really need to be able to dispatch from somewhere in Europe eventually because i cant order the regimen because it overall cost me £80.

I do believe however that Acne.org is NOT rubbish and Dan is dedicated and honest which 99% of so called "acne healers" do not have.

Edited by Randomstuffs261, 18 December 2010 - 06:10 PM.

[greentiger87]

If this is a common problem with shipping to other countries, perhaps that could be noted? Whether it's their government or not, customers have a right to know that their expedited shipping is not going to happen. It may not explicitly be something Acne.org has to do, but I've always held this place to a higher, customer-focused standard.

Do contact customer service - I bet they'll give you a refund on the shipping cost. They really do care about people here. As for the customs fees... that just sucks, but its not Acne.org's fault

[AKL]

International Shipping

Important: UPS shipments to Canada have been incurring large brokerage fees. To avoid these charges, you may wish to choose an alternative shipping method.

Due to importation restrictions I can not ship to the following countries:

Austria, Germany, Nigeria, Philippines, Sweden

If you place an order for any of these countries, there is no guarantee of receipt and the order is at your own risk.

First Class Mail International shipments are not guaranteed to arrive within any time frame and in some cases can take up to four weeks (and sometimes longer) to arrive. Since we have no tracking information for packages sent via First Class Mail International, you may wish to choose Express Mail International which is quicker and provides tracking ability. There is no guarantee of receipt on any First Class Mail International package, and orders shipped by this method are at your own risk.

All prices quoted within our site are in US funds. If you would like to get an exact conversion in your currency, please use the currency converter. Be aware that some countries levy extra taxes and duties.

Other International Terms

1. I cannot be responsible for any tariffs, customs restrictions or other regulations that apply in countries outside the United States. I encourage you to speak with your customs office if you have any questions.
2. Do not order items that are illegal to import into your country. Laws are different in every country. It is the customer's responsibility to check with their Customs office to see if their country permits the shipment of our products to their country.
3. If for any reason the package is seized by Customs Officials, we will not be able to issue a refund unless all products are returned to me in their original condition. If the package is returned to us by Customs Officials, the customer is still responsible for any shipping charges.
4. Prepayment is required. Payment must be by credit card, or money order drawn in US funds.
5. The customer is responsible for any duties or taxes that may apply.

Taken from the Shipping Info page: http://www.danielkern.com/articles.asp?id=131

Once a package is intercepted by Customs, there's nothing any company can do about it, nor is it their liability. To avoid unpleasant surprises, talk to your Customs office before ordering from a non-EU country. They should be able to tell you exactly how much tax and import duties you have to pay. Be aware that tax/VAT will be applied to both the product costs and the shipping costs.

[_Dave_]

i'm in australia and have never had a problem with customs and recieve my order within 2 business days with UPS. wiew.

[masg]

This happens when ordering things from any US site, usually have to pay about an extra 1/5 of the cost. You really should of known this.

[AtlasWall]

Unfortunately almost all delivery and postal services around the uk have been running extremely slow since the beginning of December. Due to the bad weather nationally and the Christmas backlog packages are just not getting anywhere. This may explain the prolonged wait for your goods.

[Rohland]

Others have already pointed out that your anger is misdirected not acne.org is rubbish but UK customs/shipping company/UK postal service that takes over once it arrives is rubbish.
I'm happy Dan is willing to ship his products internationally to begin with.
As it no doubt involves more work, and thus more cost then shipping inside the US only.
You also don't seem to be aware of how acne.org started and why he decided to make and sell these products to begin with.
He found after much trial and error, an acne regimen that gave him results and decided he wanted to make his own line of products to go with that regimen because he wasn't happy with the products available and felt he could do a better job.
Also all the products are first tested by him and by long time acne suffers who also use his regimen. In other words he listens to feedback from users of his products.
So we end up getting the best product possible for the lowest price possible.
Thats a good thing and is unique as far as I am aware.

So thanks Dan and everyone else at acne.org

[anaism]

I am in Australia and have no problem with the customs. Love Dan's products and I don't think this site is rubbish.

[JennGlam]

I too live in the UK. I first ordered from this site about 5 months ago. I only ordered the 8oz Treatment and 8oz moisturiser. As I thought it was going to work out too costly for me, to spend so much money on something I have never tried before. And something coming all the way from the lovely USA. I was weary of customs charges (it's only happened to me a couple of times, when ordering from the USA). So I chose the middle shipping option and I received my items within reasonable time. However. I did have to pay a damn customs fee!! which was very annoying. So I do understand where you are coming from.
I have to say. I am very happy with how the Treatment & Moisturiser has cleared up my skin, almost completely now. Don't get me wrong. I do get the odd spot now and again. But it has done the job. It's a miracle!!!
So to me personally, it was worth paying that extra customs charge. (But I don't think I can order this on a regular tbh)
However.
I have just ordered the larger size of the Treatment and the new formula Moisturiser! Hopefully these will last me even longer (I'm thinking - middle of the year sometime?) But I have opted for the cheapest shipping. Even though it won't be track-able & may take 4 or more weeks to actually get here. It's a risk I'm going to have to take. Because the other 2 shipping options are way too expensive!!! And if I have to pay that darn customs charge a 2nd time round. It would actually bankrupt me. So Cheaper, un-trackable, take longer shipment it has to be.
QUESTION
Is there any sign of these products becoming available in the UK AT ALL!!!!
If you sold this miracle skin care over here in the UK. I will promise to buy on a regular.
As for now. I have to see how much extra today's order will cost me in customs fees. And how long it will take to get here?! (luckily, I have half bottle left over at the moment) to figure out if I can afford to continue with this.

[azwildcats7]

I disagree , you just need to be patient.

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[url="http://www.acne.org/"]Acne Org[/url]

[mrajdadas]

Great site,
Should be thankful that he does ship outside US
and he probably works his ass off too!
less bitching more thank you's :>!