Non existent customer service, absolute joke of a proxy service.
**READ THE OTHER NEGATIVE REVIEWS, THEY’RE ALL THE SAME. TERRIBLE CUSTOMER SERVICE AND FORCING YOU TO PAY FOR SERVICES YOU DON’T WANT OR NEED WHILE THREATENING TO TOSS YOUR STUFF**
I had a $1000 shipment of clothes from Japan get held in customs. I paid $750 to ship it… When the carrier, FedEx reached out to Doorzo to get the info they needed for the clearance, they ignored them. No response whatsoever. When I reached out to them, they said “sorry, we don’t do forms, your package may be shipped back if you don’t provide the proper documentation.” The proper documentation was required from them. Not me.
My package almost got shipped back. There were other instances of them not resolving my issue and then telling me my only option was to buy more services from them. One time they said that a few $30 leather necklaces were “valuable jewelry” and required me to split up an order to ship it… I responded and explained that it wasn’t valuable. They never even listened to what I was saying, it was a copypasta response. Then they mixed up the items from the split and they weren’t correct when they arrived. It took 8 messages to resolve another problem (that wasn’t resolved, it just got to the point where I had to pay or lose my stuff) with whole days passing between messages sometimes. Because of their error, they then started charging me like $20/day for consolidated packages that were still in free storage before consolidation. No warning, just— boom, you have 14 days to ship these, the shipping cost is now 3-4x what you paid for the past 2 years and you’re paying $20/day until you ship it.
They have a subReddit forum **THAT THEY MODERATE** and when I went to discuss my experience in there to warn others, I got banned. They’ll say in these replies they care about your experience but banning me from the forum discussing their service says otherwise. Absolute joke of a service, stay far away.
Used to be my favorite, but...
Doorzo was good but now they are going the route of every other proxy
Response from developer
Dear customer, We’re truly sorry to hear that our recent changes have left you feeling disappointed, especially as someone who has supported and used Doorzo for a long time. We sincerely appreciate you sharing your honest feedback with us. We understand that changes to purchase fees, international shipping handling fees, and especially coupon usage limits can have a real impact on your overall experience with our service. We’re also sorry to hear that these changes have made you reconsider whether Doorzo is still the right proxy service for you. Regarding our promotional coupons, the available discounts, usage limits, and eligibility may be adjusted from time to time depending on the specific campaign. We kindly ask that you refer to the promotion page for the latest terms and conditions. That said, we absolutely understand your concerns, and we do not take your feedback lightly. We have carefully recorded your comments and will share them with our operations team as valuable feedback for future promotions and service improvements. We’re truly grateful that you chose Doorzo in the past, and we sincerely hope we can continue to earn your trust. Thank you for taking the time to share your thoughts with us.
Super Appli !
商品購買以及退費的機制
我原本是想購買同一個商品兩個，分別在不同時間下單。照一般的先來後到，應該是較早下單的商品優先處理，但最後卻變成較早下單的商品被退款，較晚下單的商品反而成功購買。
Doorzo的解釋是，較早的訂單因為與其他商品併單，所以需要人工處理；較晚的訂單則可以由系統自動購買，因此後者先購買成功。
我無法接受的是，這明明是平台自己的系統及處理機制，卻導致先下單的商品反而被後下單的商品取代。消費者並不知道下單後會被分成「系統購買」或「人工處理」，也不應該因為平台內部的處理方式，而讓原本較早下單的消費者失去優先權。
更讓我困擾的是，較早的訂單本身還有與其他商品併單，即使最後這個商品被退款，原本的訂單仍然產生了國內運費；反而較晚下單的訂單只有單一商品，成功購買後又是另一筆費用。
結果就是我為了買到原本想買的第二個商品，反而需要重新下單，產生額外的國內運費及200元手續費。
我多次向客服詢問的也不是「能不能保證購買成功」，而是為什麼先下單的商品會被退款、後下單的相同商品卻優先購買成功，以及因此產生的額外費用該如何處理。
但客服始終只是重複「無法保證訂單一定能夠成功購買」，沒有真正回答這些問題，也沒有提出合理的補償方案。
可以理解平台無法保證每次都能成功購買，但平台自己的系統與處理機制所造成的問題，不應該全部由消費者承擔後果。
這次讓我最失望的不是商品沒買到，而是客服始終沒有正面回應問題。
Response from developer
您好，非常抱歉這次的購物體驗讓您感到失望，也很抱歉客服在過程中未能清楚回應您的疑問，讓您需要多次詢問仍無法得到滿意的說明。我們非常理解，您在意的不只是商品最終未能購買成功，更希望了解為什麼較早下單的商品反而未能優先完成購買，以及因此產生的額外費用問題。 關於您提到的情況，我們希望進一步說明，Doorzo 的訂單處理並非單純按照下單時間先後順序進行。系統會綜合分析商品描述、出品人資訊、買賣信用等相關數據，並結合平台過往訂單的大數據進行判斷，以確認該商品是否適合由系統直接進行購買。 對於系統判定可以直接購買的商品，會由系統直接進行下單處理；而對於無法由系統直接購買的商品，則會轉交人工進一步處理。因此，即使兩筆訂單是相同商品，因為當時的處理方式不同，也可能出現後下單的訂單先完成購買，而較早下單的訂單仍需進行人工處理的情況。 我們理解，從用戶的角度來看，這樣的結果確實容易令人感到困惑，尤其當因此產生額外的國內運費及相關費用時，購物體驗自然會受到影響。對於這次客服未能正面且完整地向您解釋相關機制，我們也再次向您致歉。 您的意見我們會如實向公司相關團隊反映，也會將您對訂單處理順序、系統判斷機制及客服說明方式的反饋納入後續服務優化的參考。我們真心希望未來能讓用戶更清楚了解訂單的處理方式，並盡可能減少類似的困惑。 再次感謝您花時間詳細分享這次的經歷。我們非常重視每一位用戶的感受，也很遺憾這次未能為您提供更理想的購物體驗。 如您仍有任何疑問或需要進一步協助，歡迎隨時聯繫我們的客服團隊，我們很樂意盡力為您提供協助。
