Chain Reaction Cycles — customer service

I have purchased products in the past from Chain Reaction with no issue however the last order was a disaster. It takes an issue with this company to really find out what they are all about. My order qualified for free shipping and I selected the longest time interval (10-12 days via mail Canada Post) which induces the least amount of cost since it is not expedited. Typically when Canada Post is used there are no extra charges. If a courier like DHL, UPS or FedEx are involved their border brokers will definitely add extra charges. For example my order was for $147.00 of merchandise and the extra charges totalled $47.92 due to DHL's involvement. Obviously a $47.00 charge on $147.00 would not be worth the online purchase. So the question to Chain Reaction is why did they involve DHL when previous orders did not with the same shipping option requested. Chain Reaction customer service would not answer this question and would not acknowledge their mistake. One of the items was not as advertised so I went on their site and followed through with their return procedure. Turns out it would cost $20.00 to return a $35.00 item (liner for shorts) that weighed nothing and could be sent in a envelope. So there system creates automatically a return shipping costs that would eliminate the feasibility to return an item. Best to avoid using Chain Reaction there are many better online companies.