Marcello wrote:

What happened to you is that your goods were not sent DDP (Delivery Duty Paid).

The good answer!

Marcello wrote:

And this is what B&O should do... it's incredible they have not answered yet and that they do not provide phone support.

This tells you a lot on how B&O treat their online customers. Truly not professional.

If you are planning to set up an online selling business, you have to make good agreements with UPS, DHL or any.

I ordered years ago a product from Argentina transported with DHL all included, Belgian customs wanted me to pay almost double on import taxes and handling. Luckily my wife is a private Customs agent and she has the capabilities to negotiate with all those agencies.

At the end it was DHL's fault not to provide the correct papers, so Belgian customs had to charge. You never get a refund from customs and DHL payed me back with their tail between the legs. But I can asure you, it did take some professional effort to get the money back.

Hi All,

Just an update.  After almost 3 weeks, we finally got a response from the ecom department about they order.  They said they'll contact UPS to get it sorted - hopefully everything will go well from here. We're very disappointed with this company and will not be keeping the headphones.

Thank you to all those who took the time to read this thread and also those who offered advice!

Kim

Fyi:  Abt.com no longer sells B&O.  

Hello Kim,

While I can't help with the issue I wanted to add an experience I also had very recently.

I too am in Canada, GTA area. I just received a new Beoplay Portal I also ordered online. It was also delivered by UPS.

They dropped it off and left without saying anything, but shortly thereafter I received an automated phonecall regarding brokerage fees on the package. I have thus far completely ignored it as there shouldn't be any charges and if there were they should not have delivered the package.

The whole experience was very strange, I see now it is not an isolated incident.

I'm sorry to hear this has really soured your experience.

- Hyponx

Update: B&O sent a customer experience survey on my purchase, I mentioned my issues and also yours as well in the feedback sections.