NBC 5 Responds to a consumer hit with a surprise tariff bill after delivery of her order. Read on for what you should know when you shop.
SURPRISE BILL AFTER DELIVERY
Nearly two weeks after her Walmart marketplace order of table placemats arrived, Dani Villalobos received a bill from UPS. The invoice listed $3.73 in U.S. Customs duties and a $14 brokerage fee. It added up to an additional $17.73 on a $31.51 purchase. Villalobos said she didn’t see anything at checkout about potential future fees.
“If I knew it up front, I would have paid that extra $3, not a problem. But it wasn’t included. For it to come after the fact is what’s frustrating,” Villalobos told NBC 5.
When she contacted Walmart, Villalobos said it referred her to the third‑party seller. The order confirmation said the items were sold and shipped by Delphi Commerce.
Villalobos messaged the seller.
“They came back and said, no, we charged you the right amount. It’s not our issue,” Villalobos said.
Adding to the confusion? The invoice’s description of goods listed three jute rugs. Villalobos ordered a set of four table placemats and wasn’t expecting another shipment. She said she wasn’t sure if the charges were correct. Plus, the clock was ticking. The invoice warned of a 9.9% late fee.
“I’m retired. I have time. Who has the time to do all of this? It shouldn’t be on the people,” said Villalobos. “We’re already having to pay the higher price. Okay, that’s fine. But we shouldn’t have to go through this whole process of trying to verify is it the right amount?”
CALCULATING TAXES AND FEES
We couldn’t find a phone number or website for Delphi Commerce. We wrote to a relay email address that responded to Villalobos’ previous message through her Walmart.com account. Villalobos received a reply that said, in part, a $3.01 tax was included in the price and the seller did not collect a broker fee.
We checked Villalobos’ order confirmation, which spelled out $3.01 in sales tax.
The message also said the seller didn’t have information about the broker charge because its payment system doesn’t track final destination fees on third-party invoices.
UPS told NBC 5 Responds, in part, “Customs duties and taxes are levied when goods enter the U.S. Duties are paid either by the shipper or the receiver, and it’s the shipper’s decision whether they will pay the duties or pass that responsibility on to the receiver.”
It also said, “If the shipper or receiver have not paid these costs, or there are changes while the shipment is in transit, UPS generates a bill so the shipment can be released by CBP. Brokers, including UPS, submit the payment of the duties collected directly to the U.S. government.”
UPS explained if the shipper doesn’t cover the tariff costs, UPS would cover duties so the packages can clear customs. Then, it generates an invoice.
About the brokerage fee, UPS wrote, “We are one of the world’s largest customs brokers, and our brokerage services are designed to ensure shipments comply with regulations, pay necessary duties and taxes, and avoid delays.”
Walmart told NBC 5 Responds that a customer was improperly charged additional fees because the independent seller on its marketplace platform didn’t include required taxes and duties in the purchase price.
Walmart wrote, in part, “Our policy requires sellers to include all fees in the listed price so the amount shown at checkout is final. Sellers may not seek additional fees after purchase and must ensure their carriers do the same. The seller involved has been terminated for violating these policies.”
You can read the policy here.
WHEN YOU SHOP
When you shop, look for the country of origin. If it’s not clear where an item is coming from, look for the website’s policy on duties. Or, contact the seller directly.
Walmart told us it would follow up with Villalobos. She said Walmart refunded $17.73, the amount of the tariff charges, to her account. Additionally, Villalobos said Walmart sent a $50 gift card.
Villalobos said she paid the UPS invoice directly once she received clarity about the charges.
“It’s just everybody’s trying to manage and think about how this process works, but they’re not doing it well yet,” said Villalobos.
NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.
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