Focus Shipping Services offers a range of logistical solutions to suit Australian importers and exporters. Their main responsibility is simply moving your precious commodities from point A to point B in a safe and time/cost effective way. They will handle the complete movement representing our customers interests all the time.
What is your insurance policy? How do you deal with damaged items?
What is the best advice you would give to customers?
I needed a shipping company which could work with my unique situation - I needed to ship boxes that had been in storage for 2 decades from Melbourne to England without knowing exactly what was in the boxes other than 'personal documents and bits and pieces'. This meant that someone would need to collect the boxes from storage, unpack, inventory, and repack them prior to shipping. Focus Shipping told me that they would be able to do this for an additional charge which I paid. Prior to final agreement and payment I queried what costs were included and any additional fees that I might encounter for customs. The operations manager, [name removed by Sirelo], assured me that all charges were included and would cover everything from door to door.
I was surprised to then receive a call from DHL informing me of the customs fee I would need to pay to cover the import of 4 computers and printers, and that if it wasn't paid in 3 days they would charge for goods storage or destroy the goods. When I contacted Focus Shipping about this I was informed that customs duties and taxes were not included in what I had paid - despite what was previously agreed in writing. When I queried why I was being charged for the import of computers and printers I received no reply. I was left without any choice but to pay the additional import tax in order to have my goods released to me by DHL. When I received the boxes I found that they were unopened and not re-packed, and the specific service that I had paid for was not provided. Essentially, Focus Shipping picked up pre-packed boxes, falsified a shipping inventory that could have led to serious legal ramifications for me if customs had chosen to open and check the contents of the boxes, and dropped the boxes at DHL.
My attempts to address this situation with Focus Shipping have been ignored, although they were very quick to respond to emails before I had paid for service. Very disappointed.Read more