From Love to Hate in 1 Year: My Usmall Experience

Usmall is an online store that offers branded items from the US. While it has its pros and cons, the store's policies and customer support have left me feeling frustrated and disappointed. I've had issues with canceled orders, returns, and withdrawals. Despite this, I've had some positive experiences with the store, but I'm not sure if I'll continue to use it.

Hello everyone! As of today, I've been a loyal customer of Usmall for over a year. This online store allows customers to purchase branded items from the US. Given the current situation in the country, this service is like a 'beacon of hope' for those who can't live without European brands.

I heard that Usmall advertises with bloggers who have millions of followers, but I was introduced to this store by a friend and made my first order in early October last year. And that's when the chaos began...

Overall, it took me a while to get used to the website's interface and navigation. I started making purchases directly from the site, and only later discovered that they have their own app.

The app, however, seems a bit buggy and unfinished. It frequently crashes and logs me out. Nevertheless, I've downloaded it, and I continue to use the website through my browser.

The catalog is quite well-organized, with 8 main categories and logical subcategories that cover the entire store's assortment. However, I mostly use the search function.

The search works flawlessly, finding products regardless of whether I search in Russian or English.

Registration on the site is straightforward. You provide your phone number and email, and the site sends you a password. After logging in, you gain access to your personal account. To make an order, you need to fill in your personal details, including passport information and tax ID (for customs clearance), and choose a Boxberry pickup point (the store only works with this delivery service).

Next, you add items to your cart and pay for them directly on the site.

Over the past year, the store has introduced several perks. For example, the referral program, which rewards you with money for your friends' orders. Now, all transactions, including returns, are handled through the personal account system. This new feature has its pros and cons, especially when it comes to withdrawing money.

After payment, the order is processed for an extended period. The store acts as a middleman, finding and purchasing items from US stores. They take your money, pay the vendors, and handle customs clearance. You pay a commission and delivery fees, which are quite reasonable.

However, the availability of items on the site doesn't guarantee their actual presence in US stores. I've never had an order without canceled items due to unavailability. It's like a lottery. You add items to your cart, and hopefully, at least one will be available for pickup. What's the big deal, you ask? Well, all these cancellations and returns take time – sometimes hours, sometimes days. And with the new personal account system, withdrawals can take up to 7 days, depending on your bank.

I mostly buy women's and children's clothing, personal care items, and cosmetics. I've also ordered shoes and bags.

When it comes to clothing and shoes, I often struggle with sizing, as each brand has its own size chart, which isn't always available on the site. I usually ask customer support for help or search for the charts online.

I'm confident in the authenticity of the items I've purchased, despite reading reviews that claim the store sells counterfeit goods. I've bought the same brands in their official stores, and the quality is the same.

I mostly wait for sales and promotions, using 25% off coupons. The store often offers these discounts, which is great.

Overall, I've had a mixed experience with Usmall. While I've had some issues, I've also had some positive experiences. However, the store's policies and customer support have left me feeling frustrated and disappointed.

My final attempt to contact customer support was met with a dry response, stating that the order couldn't be canceled because it had been processed. I'm still unable to withdraw the full amount from my personal account, and I'm left feeling like a helpless customer.

What is Usmall?Usmall is an online store that offers branded items from the US.

How does Usmall work?Usmall acts as a middleman, finding and purchasing items from US stores. They take your money, pay the vendors, and handle customs clearance.

What are the pros of using Usmall?Usmall offers a wide range of branded items, competitive prices, and a user-friendly interface.

What are the cons of using Usmall?Usmall has issues with canceled orders, returns, and withdrawals. Their customer support can be unhelpful and unresponsive.

Can I return items if they don't fit?Unfortunately, Usmall has a strict return policy, and you may not be able to return items if they don't fit.

How do I contact Usmall's customer support?You can contact Usmall's customer support through their website or social media channels.