Worst Customer Service

Worst customer service experience from Skynet Worldwide Express Dubai. I sent a shirt to Pakistan last week and I was told to pay AED 200 in lieu of custom duty in addition to the courier delivery fee of AED 55 in order to deliver the shirt after it got to Pakistan. Skynet did not provide any information regarding this was given when I initially called to check how to send it. No email was received with tracking number or info. No airway bill was provided on collection even on asking. When the package was to be delivered, we were told to pay 200dhs because that was the value of the shirt we had mentioned on the order. Adding value was a mandatory field and Skynet Pakistan office said why did you put value and Skynet is charging extra amounts and you should use Emirates Post instead. What would you expect when their own staff is of this opinion?

Skynet refused to return the shirt back or deliver without paying the amount. The customer service agent was rude and when I asked to speak to manager, I was told he will call in one hour at 10am on 14/12/2019 and no calls have been received until now i.e. 0209pm on 15/12/2019 even after calling at least 5-6 times to follow up, telling them that I am travelling tonight and need to resolve this before I leave. There has been no response or even acknowledgement of the request.

We are not in touch with custom authorities and trust courier companies to inform us on any possible liabilities or changes of policy. Skynet has just shrugged the responsibility and the loss incurred due to providing incomplete information and now are delaying matters unnecessarily by avoiding to talk. I have launched a formal complaint with DED to escalate matters