Click to view our Accessibility Statement or contact us with accessibility-related questions
Showing 1 of 334 conversations about:
CaseyB
3
Feb 26, 2015
bookmark_border
CaseyB
3
Feb 27, 2015
bookmark_border
SidGonzalesLooks like they're choosing not to make it right *and* that they've known there's a problem with shipping to Germany. Check the email, their "support" person didn't offer anything but buck-passing.
Hi there, I'm so sorry for the inconvenience with this order! While the package does have a customs declaration, which is needed to ship the package out, we have heard feedback that with German customs in particular they need an invoice attached to the outside of the package along with the customs declaration. We have tried to work with our warehouse to see if there is a way to generate this invoice and attach it to the outside of the package for German orders, but the issue is that the fulfillment process at our warehouse cannot accommodate this. For fulfillment, the warehouse staff starts with packing each individual SKU for an order, and these SKUs do not have a cost associated with the product. For example the Ergodox is declared as a single value for customs declaration, but for an invoice it would need a break down for the cost/ value of each component. We are still working with our warehouse to see if we can get a systematic process implemented but it is a bit complex. We are also working to bring shipping to APO addresses and PO boxes. We should be able to roll this out again in the upcoming months, we have been working to change our shipping methods to include these addresses. Again, I cannot apologize enough for the inconvenience. Let me know if you have any questions or concerns that I can help answer. Best regards, Henry
If there's a known issue, why even offer shipping on this drop to Germany? Why offer it for any of them? And all of this customs stuff -- could totally be avoided if Massdrop would have just shipped my my APO.
Arg x2!
Edited to add: Oh! They *are* making it right. Henry has offered to comp my shipping cost ($15) and apply it toward any other future drop. So, I get $15 in credit for things that I can't get shipping. Awesome.
Hi there, I'm so sorry for the inconvenience with this order! While the package does have a customs declaration, which is needed to ship the package out, we have heard feedback that with German customs in particular they need an invoice attached to the outside of the package along with the customs declaration. We have tried to work with our warehouse to see if there is a way to generate this invoice and attach it to the outside of the package for German orders, but the issue is that the fulfillment process at our warehouse cannot accommodate this. For fulfillment, the warehouse staff starts with packing each individual SKU for an order, and these SKUs do not have a cost associated with the product. For example the Ergodox is declared as a single value for customs declaration, but for an invoice it would need a break down for the cost/ value of each component. We are still working with our warehouse to see if we can get a systematic process implemented but it is a bit complex. We are also working to bring shipping to APO addresses and PO boxes. We should be able to roll this out again in the upcoming months, we have been working to change our shipping methods to include these addresses. Again, I cannot apologize enough for the inconvenience. Let me know if you have any questions or concerns that I can help answer. Best regards, Henry
If there's a known issue, why even offer shipping on this drop to Germany? Why offer it for any of them? And all of this customs stuff -- could totally be avoided if Massdrop would have just shipped my my APO.
Arg x2!
Edited to add: Oh! They *are* making it right. Henry has offered to comp my shipping cost ($15) and apply it toward any other future drop. So, I get $15 in credit for things that I can't get shipping. Awesome.
Drop Refurbished
Like-new products you can trustDrop Rewards
Get $5 for every 500 points you earn! Learn more
Drop Keyboard Club
Become a member and expand your keycap collectionCollaborate With Us
For Brands & DesignersFollow Drop
Against my better judgement (and after correspondence about the heartbreak of you not shipping to my APO), I signed up on the Magic Flight Launch Box drop you had in January. Since I knew that APOs were a no-go, I had this shipped to my German address and paid the extra for international shipping. I read the FAQs and knew that it would be a long wait for my Launch Boxes and so have only been on the look out for the DHL truck for a week or so.
Yesterday, DHL finally stopped by, but not with a box -- with a summons to appear at the customs house because my Massdrop package has been shipped without the value of the product declared on the outside of the package. Come on! This is seriously an amateur mistake. Once, long ago, I was the shipping department for a small company that shipped worldwide and even as far back as the 90s, it was common shipping knowledge that you've always always always got to declare the value of the product on the customs form. You guys even mention it in your FAQ.
Today, I left my classroom during my break to head to customs. I was expecting to be in and out and back at school in time for fourth period. However, when I arrived, the line to pick up goods was 17 people long and the guy I spoke to said he'd been waiting for 30 minutes only to see three people go in and out. Since customs is only open until 2:30, it looks like I'll be taking a halfday to get my Launch Boxes out of hawk. The biggest bummer isn't that I have to go sit in a windowless Cold War era office for half a day, it's knowing that the customs that I'm going to have to pay is zero. Since the value of the two Launch Boxes I'm importing is less than 150 euros, they're exempt. So, I have to sit there, produce my receipt and proof of payment only to pay nothing additional in customs. And this totally could have been avoided if the declaration on the outside of the box contained the value of my purchase.
I know that many companies give zero shits about those of us who live on and around US military bases overseas. I know that working with the military post office is a pain in the ass and things are slow and things get lost. But for you to refuse to send two totally vanilla Filofaxes to my APO and then fuck up the paperwork on the customs declaration for the Launch boxes? Okay, I'm done. And I'm incredibly verbal. So, I'm done with Massdrop and I'm going to be loud about it in my local military community.
Arg!