Description

Mous (New Kings Court Tollgate, Chandler's Ford, Eastleigh, Hampshire, United Kingdom, SO53 3LG) advertises “US Express Shipping” on its website for an additional charge of $12.95+tax. I selected and paid for this option. When my order shipped, the tracking information and the physical package label both showed USPS Ground Advantage. USPS itself defines Ground Advantage as a standard ground service, not an express option. I contacted Mous customer service. Their representative, Jennifer, confirmed in writing: “Although the label shows USPS Ground Advantage, I want to reassure you that the service used was indeed an express option… In cases where delivery does not meet the express timeframe, we absolutely do issue refunds… In your situation, as the parcel arrived within the express window, a refund wouldn’t normally apply.” This statement makes clear that Mous: 1. Advertises and charges customers for express shipping. 2. Fulfills with a cheaper ground service so long as the package arrives within their chosen timeframe. 3. Refuses refunds unless their own internal timeframe is missed, regardless of the fact that no actual express service was provided. 4. If I had not paid for express shipping I would have received the item in the same time. This is misleading and unfair to consumers. I paid for an express service but did not receive one. My package still arrived after my new phone, the exact situation I was trying to avoid by paying extra.