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Showing 1 of 12 conversations about:
Map1
3
Nov 19, 2015
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Vargo finally responded, they say Massdrop is the one who ships things out and referred me back to them to try to get my backpack sent to me in Missouri instead of China... but no response from Massdrop - support forms submitted on website,, comments on Facebook, but so far not even the courtesy of acknowledging my report.
shoarthing
3
Nov 19, 2015
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Map1I used the 'contact support' button in my 'transactions' - (generic) reply came within a few hours. 27lb DHL package - presumably containing, along with other drops, my backpack - still with Customs for its fifth day awaiting collection/payment by the delivery company. Not exactly great value p&p at $US63 if it is going to be this slow . . . . and contradicts what we were told in the description: "Domestic and international orders will be shipped by the vendor."
DannyMilks
4557
Nov 19, 2015
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shoarthing@Map1 and @shoarthing - I hear you and I hope I can shed a little light on the situation.
Normally everything ships from the vendor to our warehouse, where it then gets distributed to our community. In this case, the backpacks are large and the quantities small, so we arranged to ship directly from our vendor to you. By some mistake, the vendor defaulted to shipping to our warehouse. That, however, has no bearing on the issues you're facing right now, but I wanted to clarify why we stated it would be shipped by our vendor and it actually ended up being shipped by Massdrop.
The package shows up as 27 pounds in DHL, even though it weighs about 3 pounds (backpack plus packaging) because large, light items gets charged at "dimensional weight", which is a combination of weight and size. It's kind of like an oversize fee. DHL's tracking system is not flexible enough to state that this is 3 lbs and very large, so instead it states the simplified shipping weight equivalent cost, as if it was normal sized by 27 lbs. Believe me, I wish our large ultralight items would ship at their actual weight, and not dimensional rate - this affects backpacks, tents, sleeping bags and trekking poles.
Finally, I apologize that our Customer Service response has been inadequate in your eyes. I will make certain that someone contacts you directly in regards to your situation.
Normally everything ships from the vendor to our warehouse, where it then gets distributed to our community. In this case, the backpacks are large and the quantities small, so we arranged to ship directly from our vendor to you. By some mistake, the vendor defaulted to shipping to our warehouse. That, however, has no bearing on the issues you're facing right now, but I wanted to clarify why we stated it would be shipped by our vendor and it actually ended up being shipped by Massdrop.
The package shows up as 27 pounds in DHL, even though it weighs about 3 pounds (backpack plus packaging) because large, light items gets charged at "dimensional weight", which is a combination of weight and size. It's kind of like an oversize fee. DHL's tracking system is not flexible enough to state that this is 3 lbs and very large, so instead it states the simplified shipping weight equivalent cost, as if it was normal sized by 27 lbs. Believe me, I wish our large ultralight items would ship at their actual weight, and not dimensional rate - this affects backpacks, tents, sleeping bags and trekking poles.
Finally, I apologize that our Customer Service response has been inadequate in your eyes. I will make certain that someone contacts you directly in regards to your situation.
shoarthing
3
Nov 19, 2015
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DannyMilks@DannyMilks - Hi - thank you for the response. My backpack has been stuck in Customs since last Sunday morning. No-one has contacted me to pay the VAT. The local courier - 'Yodel' - is showing: 'good, on track. Delivery estimate 17 November'
I very carefully chose this drop because it would be delivered direct from Vargo by a reputable carrier, & the price would (just) not incur Import Duty; but am beginning to lose faith in the alternative delivery means you have chosen. Please get this backpack unjammed and delivered to me.
(Edit on Friday) DHL on being nagged this morning gave me a telephone number to contact/pay Customs via some 3rd party company.
Apparently I have been or shall be contacted, by snail mail, at my work address. (sighs).
Backpack will presumably get to me sometime next week. The delivery company - Yodel - now says the parcel is 'with sender'
(sighs slightly deeper) . . . . Lucky - very lucky - this ain't the camping season, and the person the pack is for will wait until Christmas anyway . . . 🎉
(Edit on Friday) DHL on being nagged this morning gave me a telephone number to contact/pay Customs via some 3rd party company.
Apparently I have been or shall be contacted, by snail mail, at my work address. (sighs).
Backpack will presumably get to me sometime next week. The delivery company - Yodel - now says the parcel is 'with sender'
(sighs slightly deeper) . . . . Lucky - very lucky - this ain't the camping season, and the person the pack is for will wait until Christmas anyway . . . 🎉
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