I never though I'd ever rate FN anything less than 5 stars. However, after nearly 4 months of loyal purchases and a bill of nearly 800 USD the conclusion is : the customer service is terrible and customer experience is non-existent, this combination diminishes any value or pleasure that one might derive from the clothing itself. And let's face it, the clothing quality is on the poor side. If you have been purchasing consistently on FN you might have been a live witness to the changes they began making on their website, since sept 2018, and the truly awful FN app that they launched. I witnessed all of these changes because I was on their website religiously spending hard earned money on multiple orders. It is customary for any international retailer to inform, educate and advise customers on any duties and courier charges levied at point of check out. My first 3 orders average USD 190 each and I qualified for free shipping and I received my order (with delay) but without any issues or additional charges. My latest order (USD 311) is a different story. Due to the size of the order there have been duties and courier processing charges levied that add a hefty line item to my total bill. Normally when I ship from other prominent retailers, the import duty advise is clear and prominent on check out and also the retailers encourage you to break down the shipment into smaller orders to avoid any duty issues. I suppose FN is too busy growing to 14M or 15M followers to actually bother with customer experience, fairness, disclosure or satisfaction. I wrote to their so called customer care and received a rather unhelpful cookie-cutter answer. I spent USD 311 on the site and now I am being charged nearly USD 80 in duties and fees! The courier company advised me that retailers are always aware of the dutied order size and do inform customers to be mindful during checkout. The courier also advised me that FN can reverse this charge if they want to by simply providing a processing code to the courier. I guess they are not interested in doing so nor are they interested in maintaining my loyalty. All I can say is, there are other sites just like FN that are more customer-centric, with free returns, better customer service and definitely better business knowledge. At the end of a hard day, you don't want to have to educate the retailer on how to treat you or how to conduct international business and manage customer expectations. It should be a given. Customer Complaint : 13415682