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Biggest bs answer from a online retailer (Everlane)

Discussion in 'Classic Menswear' started by robc, Nov 27, 2012.

  1. robc

    robc Member

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    Got this back from everlane explaining why they cannot ship to Canada.

    How lame can a retailer get?

    Answer: hopefully not as lame as Everlane.

    Got this back from customer service;


    "Thanks for your note and interest in Everlane. We would love to start shipping to our northern neighbors right away; unfortunately, it's not as simple as it sounds (as we've learned). To ship internationally, traditional retailers typically work through third party logistics providers who deal with customs and paperwork. The retailer just sets up the backend APIs and works with their vendors around country-specific merchandising and inventory. Challenging but doable.

    For us, it's even more complicated. Canada also demands label changes (e.g., bilingual and different content) that require us to work with our factories to change our merchandise. As you can imagine, that requires a longer lead time and more coordination, which we're working on.

    We're sorry for the inconvenience, but we are aiming to be able to ship outside the U.S. within the next six months to a few countries and then to other destinations later in 2013. "


    They site a weak shipping excuse, a yahoo store can ship to Canada.
    How they can ship free to guam, europe and alaska (which is thru canada) but not to paid to canada, also why can every other store big and small can ship to canada?

    Sighting non-existent bilingual requirement- Total BS there is only a retailing requirement with food(not enforced) none of my clothing, stuff etc has bilingual anything.

    Customs- none under $100 and over its 3 line items if you really want or the shipper can it it- 1. what 2. quantity 3. value.
    gee, it sounds like a receipt or packing slip.

    This lameness just killed it for me, never ordering from them ever- not like I can anyway. ; ) its just so 1996.
     
  2. Harold falcon

    Harold falcon Senior member

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    Their response seemed reasonable. If you think they're lying about the bilingual requirements then what do you think the reason they won't ship to Canada is?
     
  3. Nicola

    Nicola Senior member

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    It's not worth their effort :embar:

    I don't know what product they sell but they may face territorial issues. MEC in Canada wouldn't ship some items to the US because their suppliers forbid it.
     
  4. Eustace Tilley

    Eustace Tilley Senior member

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    They were nice enough to send you a somewhat detailed response, and I'd venture to trust their judgement on this. You simply sound pissed that you couldn't that t-shirt you've had your eye on.
     
    4 people like this.
  5. Harold falcon

    Harold falcon Senior member

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    It's not worth the effort to send to Canada but it's worth the effort to send to Guam? I know most of you guys live in igloos 8 months out of the year and club baby seals to death on your way to Tim Horton's for coffee in the morning but I gotta think Canada is a bigger market than Guam.
     
  6. Roger Everett

    Roger Everett Senior member

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    You do know that Guam, is a US territory, Right. So not an international shippment, thru foreign borders.
     
    1 person likes this.
  7. HughJ

    HughJ Senior member

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    I would guess more mistaken than dishonest. If there is such a requirement, then the sweater I am wearing today does not meet it, and I can't think of many items I own that would. Curious response from the company. If they said that they didn't want to deal with Canada Customs or French Canadians, I would have shrugged and thought "perfectly logical".
     
  8. Nicola

    Nicola Senior member

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    Actually most of us are on permanent beaver hunts. It's only the perverts that chase baby seals.
     
    1 person likes this.
  9. VinnyMac

    VinnyMac Senior member

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    That seems like a solid explanation to me. It's only a "weak" excuse because you're butt-hurt that they won't ship to you. If they could ship around the world with relative ease (and at a low cost), I'm sure that they'd love to do it. Operating isn't always as easy you'd hope
     
  10. Trompe le Monde

    Trompe le Monde Senior member

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  11. acidboy

    acidboy Senior member

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    why blame them? blame canada! :happy:
     
    1 person likes this.
  12. thenanyu

    thenanyu Senior member

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    Hey guys, I run technology and by extension, logistics at Everlane.

    I spent a considerable amount of time fully dedicated to getting Canadian shipping up and running, but we ran into several hurdles, one of which is the current labeling law. In general, selling internationally is a large undertaking, from both a logistics and customer service standpoint. We have a very small team handling a very large volume of business, so if we open the floodgates, we have to know that our systems are rock solid.

    If we were some random Yahoo store, or even a sizable small business (like Epaulet or Howard Yount) manually packing and handling every order, this would be less of a problem. For the record, it took Gilt over a year to offer chipping to Canada, mainly due to similar issues.

    Our creative director is from Montreal, so believe me when I tell you I hear the Canada chant every day.
     
    Last edited: Nov 28, 2012
  13. Nicola

    Nicola Senior member

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    UPS/FedEx. Hand them a box. Just don't use ground shipping.

    I doubt you're bigger then the big US retailers like B&H that have been shipping all sorts of things across the border for ever.
     
  14. thenanyu

    thenanyu Senior member

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    We are a small team handling a large volume. B&H handles all of their shipping internally and they are typically high value orders, which merit the high touch type of attention. We don't have the personelle to handle individual orders of $30-$50 worth of t-shirts, which was a typical order until November 1st. The shipping and handling cost for most solutions on these orders would have been huge compared to the total cost of items.

    Our first foray into Canada might actually be a physical pop-up shop in Montreal of all things -


    OP, thanks for your feedback and welcome to Styleforum.
     
    Last edited: Nov 28, 2012
  15. dfoverdx

    dfoverdx Senior member

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    It really makes sense as customs is not an easy issue... But i am a little bit surprised, living in Europe, i was imagining free circulation of goods between US and Canada as there's must be a huge volume of import/export between two countries.
     
  16. robc

    robc Member

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    So first really great we can get a couple of differing opinions on the issue. But really I am not sure how ground mail can go to the Alaska, or how Military bases in germany, bypass german customs?

    I have enclosed a map to help our southern friends;

    (hint the green is Canada for you non-cartography types)

    'merica, with the 'mericans is orange and you wanted to invade yellow recently, cause you used to own it once but really tell me how UPS ground can stay on 'merican soil and deliver to Alaska the state at the top left side?

    [​IMG]


    Second I get gun parts shipped here from the USA, with no customs paperwork from brownells- hummmm gun parts vs t-shirt? (I used to ship chemicals internationally and cross border, clearing customs my self both ways- its a bs excuse that they cannot ship here)

    Step back for a sec and its funny that a startup can refuse money over a couple lines of existing code, and that people have to beg them to take money and they have to make excuses.

    Jesus, I would like to be a position like that.
     
  17. rebel222

    rebel222 Senior member

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    You obviously don't get it. Mail to a US military base or to Alaska doesn't clear customs. The purpose of customs is to impose taxes and enforce import restrictions. Neither apply to shipping to US territories.

    They don't' want to deal with the headache, currently. Move on and quit whining. Find someone to proxy for you.
     
    Last edited: Nov 30, 2012
    1 person likes this.
  18. robc

    robc Member

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    Don't tell me to quit whining. Don't tell me to do anything. Let the grownups talk.

    What- (if everlane is outsourcing shipping management) Everlane doesn't understand is that they are getting bad information.

    If their Shipping guy is in Quebec- ONLY QUEBEC has local bi-lingual (municipal) sign requirements and labeling bylaws- this does not have anything or is enforceable to items shipped in for individuals- otherwise you would see amazon shipping bi-lingual books 2x the size of english ones.

    The guy in quebec should be fired, as he is misleading the shipping company and their client- losing millions in revenue for black Friday, xmas and boxing day. In just 2 months alone because he is pushing a personal agenda- Quebec is our south, always unhappy and want to separate and god love them for that but the information is not correct.

    Let’s assume amazon knows better, they ship to Quebec. And 1 province is not the whole country. There is no label requirements in Canada regarding personal items shipped in to individuals. (NAFTA)

    This is directly from Visa to US retailers selling in Canada.

    http://usa.visa.com/download/merchants/Visa_e-commerce_cross-border_handbook-July_2010.pdf
     
  19. cbfn

    cbfn Senior member

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    What? They don't ship to Europe.
     
  20. dragon8

    dragon8 Senior member

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    I would say Everlane is probably telling you the truth. If you buy on Amazon and wanted it shipped to Canada, more likely than not, it will be rejected. Its happened to me a few times.
     

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