Problem with Naples

Guest · Post by **Guest** » Tue Sep 19, 2006 8:37 am

I am having an awful time with Naples. I live in Ontario, Canada, and ordered some shells on August 30th. I got an email thanking me for my order etc, and was all excited to be getting new shells for my crabs.

By September 15, I still had not gotten the shells in the mail. I know USPS takes a while, but I figured that 15 days would be a pretty decent time to get them by, so I emailed Naples to inquire about the order.

It is the 19th, and I still have not heard anything from them regarding my order. I noticed on the website on another page that it says they do not ship outside of the US, but if this was the case, they should have contacted me when they received the order to let me know, in which case I would have given them a US address of a friend who could they could have shipped to.

My order was allowed when I entered a Canadian address, as you are allowed to chose Canada as a shipping location. I still feel that if they don't ship to Canada, they should have contacted me ASAP to let me know. It has been 20 days since my order now, and I have heard nothing.

Anyone else have problems with poor communication with Naples? I know they have a good reputation with the shells they provide, but I was just wondering if anyone had anything negative to say about them.

HERMEZ · Post by **HERMEZ** » Tue Sep 19, 2006 9:15 am

Call and talk to Frank they are very reputable. I am sure they can help--I dont get repsonses via e-mail either.

good luck

Guest · Post by **Guest** » Tue Sep 19, 2006 9:33 am

Ok, I will do that. Thanks!

Guest · Post by **Guest** » Tue Sep 19, 2006 11:18 am

Naples is great, this is who I speak with. I have always gotten replys by e-mail and phone. Amy Ferguson
Naples Sea Shell Company
Ph: 239-435-1288
Email: fanda@naplesseashellcompany.com
http://naplesseashellcompany.com

Guest · Post by **Guest** » Tue Sep 19, 2006 11:39 am

I use to sell on ebay and packages to canada can take longer than anyone might expect. Did they send a tracking number?

I've never had anything but good experiences with Naples. Hang in there.

Guest · Post by **Guest** » Tue Sep 19, 2006 1:10 pm

I talked to Frank, and he told me that USPS sent all packages he shipped out of the US back to him due to the recent terrorist threats.

Because he didn't speak to anyone (mailman)personally, this problem occurred.

The packages were shipped back out today.

I have also heard nothing but good things about Naples, but the communication in this matter was just not dealt with appropriately. I think that if they received them back in the mail, they should have at least let us know that they got returned and were re-shipping them.

As I mentioned before, I had emailed them a few times at the email address provided, and heard nothing. I also know that US shipments to Canada can take longer than expected, but 15 days for a small package is unusual, which is why I wanted to contact them.

Also, the shipment was sent out USPS Priority, so it is only supposed to take 4-6 business days.

Just thought I would update the post.

Guest · Post by **Guest** » Tue Sep 19, 2006 2:25 pm

Wow! That is a shock for Naples! I have dealt with them numerous times & never had a bad experience or lack of communication. I guess every business hiccups every once in a while!

Willow · Post by **Willow** » Tue Sep 19, 2006 11:13 pm

Watts76 wrote:Also, the shipment was sent out USPS Priority, so it is only supposed to take 4-6 business days.

We (I work for USPS) can't ship Priority outside the U.S., do you suppose he meant Airmail? Anyway, you're right, it's supposed to be 5-7 business days. There are a lot of things that can happen at Customs, though, so sometimes international packages get delayed.

Guest · Post by **Guest** » Wed Sep 20, 2006 9:51 pm

I live in Canada as well and ordered from Naples too. I didn't like it too much because it took over a month to receive it, had to pay 18$ shpiing + another 10$ when I received it which made it really expensive and there was some mistakes in the shipping and said they couldn'T ship corals to Canada but still put it on my bill.

I got a refund for the coral and missing or improper shells after complaing by e-mail, they said they were very sorry. The proper shells were nice and the package was damage proof which was nice but the little surprise with more and more fees when I received it made the experience really bad, I already didn'T trust purchasing stuff over the net.

Guest · Post by **Guest** » Wed Sep 20, 2006 10:03 pm

Hi,
You can't blame your country's custom charges on a US company. That extra $10 you paid was tacked on by Canada, not by Naples.

I am overjoyed with the 4 (large) orders I have placed with them in the past. I love their variety and the prices!

Guest · Post by **Guest** » Wed Sep 20, 2006 10:19 pm

I agree with chicagohermiemom. For the most part, the only complaints about Naples have come from Canada.

I often sell things on EBay. I have been asked if I would ship to Canada several times. Initially, I did. BUT, I got blamed because it took so long for the Canadians to receive their packages, AND I got complaints because the shipping was so high. (Neither thing was my fault!) Eventually, I refused to ship to Canada at all. The U.S.A & Canadian shipping/customs are just too much a pain to deal with.

That seems to be a tough border to cross in both directions.

Guest · Post by **Guest** » Thu Sep 21, 2006 7:28 am

As I mentioned before, I know to expect things to take a while to get from US to Canada. My main complaint was the lack of communication via email. Frank was very nice when I called, and we had a nice chat.

I have gotten shells from them before and they were really nice. I had them shipped to a friend in the US that I was meeting up with in Las Vegas. Their products are great. I was only wondering about any communication problems people must have had.

I will say that $18 to ship to Canada from US is a bit high however, but Frank explained that they had some sort of "business account" and that was what they were charged for those packages. He also said they are in the process of switching account setups, so that they will be able to ship to Canada and outside of North America for much cheaper.

Guest · Post by **Guest** » Thu Sep 21, 2006 11:44 am

That's pretty cool if they can ship to Canada for a bit cheaper because I got some nice big turbos from them. For the communication problem you had they answered to my e-mails inside 24 hours which was great.

I thought that the 18$ shipping was including all the customs fees as well because it was the first time I had to pay the mailman for something that came from the US.

If only shells were more accessible in Canada too!

Guest · Post by **Guest** » Tue Sep 26, 2006 11:18 am

Normal USPS shipping from US to Canada can take 4 to 6 weeks. Not being sure how they shipped them it could take awhile.