The stitching on the sleeves was coming undone when my sweatshirt arrived, which was disappointing for a new purchase.
I was also surprised to be charged nearly $80 in tariffs and fees upon delivery to the U.S. — something that wasn’t mentioned during checkout. It would be helpful if these potential costs were disclosed up front. Many brands are moving toward more transparent pricing (similar to Airbnb’s approach to cleaning fees), and doing the same would go a long way toward building customer trust.
If your team regularly uses specific carriers and knows the import codes applied to your products, you could estimate potential import fees before purchase. Offering even a range would help set clearer expectations and reduce customer frustration, ultimately strengthening your brand reputation.
I think a lot about customer experience and product design, and I have plenty of ideas about how brands can better align transparency with trust. If you’re interested in discussing ways to improve your customer journey, I’d be happy to chat further — ideally as a paid consulting conversation.