I Face Fruugo Customer Support Issues Over Hidden Import Costs

On April 28, 2026, I ordered a product called “NY-D01 Spot Welding Machine Control Board 100A” through the Fruugo website. I paid $19 for the product and $10 for shipping, for a total payment of approximately $29. At the time of purchase, I was never informed about customs regulations, additional charges, or that I would be responsible for handling customs procedures myself.

After the product arrived in Turkey, I encountered an issue due to customs regulations. I received a document from “International PKIM/CENTRAL-CASH (need)” stating that the process could only be completed through a customs brokerage company. Being forced to deal with an uncertain customs brokerage fee that could almost exceed the price of a small electronic development board is completely unreasonable and unacceptable from a consumer perspective. The product has still not been delivered to me.

When I placed this order, I did not expect to become responsible for understanding customs procedures or managing a separate process with a professional customs broker. If a company sells imported products, I believe that the seller and Fruugo should understand the customs requirements, complete the necessary procedures themselves, or at least clearly inform customers about these responsibilities before purchase. Since the product price and the amount I paid were clearly shown, I do not think it is acceptable to leave me responsible for unknown additional customs brokerage expenses.

As a result, I request that the company complete the customs procedures and deliver my product without requiring any additional costs from me. If this is not possible, I request a full refund of the $29. I expect Fruugo to resolve this issue and eliminate the inconvenience I have experienced.