It arrived three days later in a soaked envelope. When I asked about it, I was told: 'It's okay. Just the outside covering only.'

Upon opening the package, I realised that one bottle had broken and the contents spilled. I rang up Fedex to lodge a complaint and was told that a sales representative would contact me the following day.

A Fedex employee called and asked me to mail her a picture of the state of the contents, to which I did promptly. (The contents were in glass bottles and wrapped in a single layer of bubble wrap and packed into an envelope with no 'glass/fragile' written on it.) Then I received an correspondence from her, saying that the shipper was the one at fault and her company would not bear the consequences.

When I tried calling her, she was not at all helpful nor had she empathised with me. She just kept 'pushing' the responsibility to the shipper.

I tried to reason with her that her company is held responsible the minute it accepted the deal to ship the goods over, and that it should know what the goods were before shipment, but it was of no use.

Rena Wong (Mdm)