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AndyL321
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Ghornet17
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HubertTheMad
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Mar 11, 2025
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and a cautionary tale for Massdrop.
Update for those TLDR: customs destroyed keys due to massdrop mistake, refund sent, replacement “not possible”, not going to get keys. Help me @YanboWu you‘re my only hope <insert hologram>. CC @MiTo @AveryCorley
I live in the UK, and like everyone else I have been excitedly waiting for these keys.
Tracking (summarised) was as follows: * Oct 5, 2017 6:57PM EDT Posted * Oct 6, 2017 6:05AM ET Secaucus, NJ, US * Oct 6, 2017 11:34AM ET Left on plane to UK * Oct 7, 2017 10:59AM BST Arrive in UK * Oct 8, 2017 10:56AM BST Entered customs * Oct 20, still in customs, no recent updates
So, started to chase. * I called DHL today asking why my parcel was stuck, I assumed I need to pay a charge but have not received a notification. * DHL referred me to a customs broker called CCL, who handle customs charging on behalf of UK Gov Customs. * There was a charge to pay, appox £14, nothing in the grand scheme of things. * Contact details supplied by Massdrop for customs charges was complaints@massdrop.com. * CCL emailed complaints@massdrop.com multiple times requesting payment of customs charge, no response was received. * As per agreement between Massdrop and DHL, goods with unpaid customs duty are destroyed. * CCL DESTROYED THE KEYS.
The reason this happened is because when Massdrop sends a parcel overseas via DHL, they have two choices when booking the parcel delivery and unpaid import charges expire: 1. return to sender and Massdrop pay any handling charges 2. parcel is destroyed
Massdrop chose destruction apparently.
So the keys that we have all been waiting patiently for 10 months and are likely to be never run again due to the manufacturing complexities have been destroyed because Massdrop didn't supply my email address for contact and chose not to respond to customs queries.
Suggestions for improvement: 1. Don't ignore emails sent to complaints@massdrop, or have more people covering if overwhelmed. 2. Use DHL for the entire delivery instead of stopping at the international border. For some reason DHL delivers to UK border then. second carrier takes over, Yodel in this case. If DHL had been used for entire delivery, the parcel would not have left the care of DHL and things might have turned out differently. I would happily pay a bit more to do this, or at least make it an option. 3. Put contact details of the actual person receiving the goods on the parcel for customs charges. Legally speaking, at least in the UK, the person receiving the goods is the importer, not Massdrop. In this case supply my email address not complaints@massdrop.com.
Somewhat disappointed to say the least.
It may be that Massdrop did repond to CCL and some bureaucracy failure happened, but ultimately the contact details should not have been Massdrop, and why the hell is destruction a good choice?
Because they don't want to pay any handling charges obviously.
They also gave me boilerplate telling me I should have paid the customs fees, completely missing the point. I have replied reiterating where the fail happened in the hopes they can learn from it for the benefit of others in future.
Hopefully this was just an anomaly, sadly this occurred on something irreplaceable; they didn’t offer a surplus keyset from cancelled orders.
CCL rep did say this has happened to other people, so does seem to be a recurring issue.
- Doesn't have enough staff to handle the support load - Doesn't train their staff to respond to support needs appropriately - Doesn't see a return on investment for improving their support - Doesn't have enough visibility of their own customer experience to even tell that there are problems - Doesn't care
Sites like this come and go, usually starting with great support while the founders have time to stay involved but then falling off as they grow and people who make decisions entirely based on number sheets and word of mouth take over.
When was the last time you went to woot.com or newegg.com? It's been years for me and they used to be a daily stop.
:(
Hopefully not.
Regretted not also ordering the Dieter Rams keys too but pretty academic now. I have a vortex core keyboard (also from massdrop), I didn’t want to replace the layered keys and get lost with the layering but of course I’ve learnt it all now.
Massdrop gave themselves as the contact for the parcel, so customs contacted Massdrop (multiple times) for payment instead of me the recipient. When Massdrop didn't reply they destroyed the package.
If I had been contacted I would of course have paid the customs fee.
1. Massdrop support drew exactly the same conclusion as you and instantly issued a refund; I’d rather have the keys since they will likely never be made again, so another drop is unlikely. They have a pool of cancelled orders because the drop was delayed quite a bit. 2. The customs agent told me they see this happen frequently with Massdrop orders, not just me, this process needs fixing.
While I have no chance getting the keys now unless @YanboWu, @AveryCorley or @MiTo save me I hope Massdrop can fix this for others in future.
UPS charges $30 or so processing fee and $4/day for warehouse storage. I’m excited to receive that package with a $120 bill + import vat one day... -_-
this it is the whole process as of now - its actually really interesting because it goes into clearance, once i sent them all the data, when it says its processed at clearance, it goes for some reason into storage for a crazy 3 weeks, then all the sudden its in clearance again and held there, then it departs warsaw to a small village near by where it arrives shortly after just to depart from warsaw yet again and arrive and depart at that small village yet again too... idk whats going on with UPS but if massdrop doesnt cover the warehouse storage cost and the import processing fees im gonna be mad (no, this normally doesn't happen, DHL just delivered Yuri today and it is normally never such an issue with such odd delays, first time ever I received something with UPS though - still, DHL, DPD, and normal parcel service here don't do this at all):
FUCK ME... I have no idea how they came up with the idea to use UPS, this essentially kills their profit if they refund me, which they better do because I would've never agreed to the most expensive parcel service there is.
-- Thank you for getting back to me. If I'm understanding correctly, it looks like you received everything but the gunmetal case with the Matias compatible plate. It does look like we have one of those in stock, so if you would like a replacement please let me know, or I can issue a partial refund otherwise. As for the fees, I took a look at the receipt and the only warehouse fees I see from UPS is the 368,00 PLN fee. If you can let me know your PayPal email address I'll go ahead and issue a reimbursement for the 368 PLN. --
Massdrop support is slow but they pick up all the nonsense fulfillment screws up... can't complain about that at all. At least they're not screwing me over on this. So... there it is, very frustrating experience, saved by great customer support.
The support staff is hit and miss. I immediately got an answer on one request, sending out a second set for one lost in transit. The others still have no response.