![]() We take all reviews very seriously and strive to provide quality service at an affordable price to all of our customers. Again, in my case, responses to KAREX email were made on the same day received. So, I hope things do get sorted out better in the future as you stated. 3) The reasoning that 'some customers did not respond promptly, therefore further compounding the backlog at KAREX, which resulted in processing delays even for those who DID respond promptly' is problematic and indicates a system breakdown. They did promptly email me the forms to fill out, which I did and emailed back to them the same day, but after that things went silent for weeks and my emails asking for follow-up went unanswered. 2) KAREX alerting us of possible delays at customs would have been helpful, but that did not happen even though they had all my contacts. If Polonez was aware of the backlog at KAREX since July, why tell customers at the end of August (which is when my boxes were shipped,) that the shipment would take 6-8 weeks? It is best to give us accurate information, so we can make informed decisions and plan accordingly. In my case clothing and printed material I needed for work was part of the contents. If I may, I would like to clarify/suggest a few things: 1) Time frame of shipment could be critical for some customers. Edit Feb. 16, 2022 (In reply to Polonez response of same day) Thank you for the explanation given. This, of course, leaves one to wonder how long it would have taken, or if the boxes would have ever made it to me, had there not been persistence on my part and had the issue not been escalated to the US headquarters office?! Polonez is after all, an American owned company. An 8 week hold at customs, without so much as notifying the customer the costs, is neither common nor normal! And again, KAREX's reason for this and why they never respond to my initial emails remains unclear. In the end, a shipment that was supposed to take 6 to 8 weeks as stated on the US side, ended up taking 13 weeks, and I strongly believe that even that was because of the enormous time and energy spent on my part pushing for a response. In any case, I deposited the money to their account right away, and they were able to work with me after that and finally get my boxes delivered. They then provided me with the tax and duty cost, which I should have received 8 weeks prior within days of their receiving the boxes and my declaration forms returned to them. Then I grew concerned, and started copying the headquarters office in the US on my emails, and sure enough, KAREX immediately responded. For reasons that remain unclear, once the boxes arrived in Poland, the customs broker there (KAREX) basically forgot them for 8 weeks, during which time there was no update on the tracking page and no response to my emails to them asking for explanation as to the cause of the hold up. All were prompt in their processing and delivery of the boxes with the exception of KAREX. So far as I know, this shipment with Polonez involved three legs and four separate entities: UPS -> POLONEZ office in New Jersey -> KAREX (the customs broker in Poland) -> GLS parcel delivery in Europe. In my case, I am in Central Europe, and had boxes shipped to me from the US. Staying on top of things can prove difficult and result in draining your time and energy, not to mention challenge your patience. This, coupled with the fact that these shipments tend to involve your goods going through several entities in different countries, all of whom may not share the same standards of professionalism, nor are consistent in updating the tracking page, etc. The reason being, all shipment from the US with Polonez Parcel Service seems to go through customs clearance in Poland, as opposed to the destination country, and depending on your local customs office this may or may not complicate matters, in my case it did. Feb. 4, 2022 - Original entry If you are shipping from the US to a destination other than Poland, and if you value your time and energy, then my suggestion is to shop around before deciding to go with this shipping company.
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