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Kevin
5435
Outreach
Nov 23, 2020
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Hey Everyone,
This is a comprehensive update regarding three Melgeek Runs: Mojo60 Keyboard + Bee Carrying Case, 'Plastic' Keycap Set, and Aviator USB Cables.
As an overarching discussion of the situation, the bottom line is all three of these runs are extremely late and have lacked consistent communications and updates from the vendor (and by extension Drop). We understand how frustrating it is that you've trusted us with your money and your questions go unanswered and for that we sincerely apologize. Ultimately our internal operations have failed to provide the level of service that we aspire towards and we're reviewing our procedures to ensure that this doesn't happen to this extent again.
Moving forward we have a few announcements.
1) All users that participated in any of these runs, will receive a $15 Drop credit added to their account, regardless of whether they've cancelled their order, continued with their order, or cancel their order in the future. These credits will show up in your account on Monday Nov 23rd.
2) As alluded to in the point 1, anyone wishing to cancel their order may do so, just contact Customer Service and they'll look after you.
3) When the Melgeek products arrive at our warehouse, whatever extras (via cancellations) are available will be listed for sale on our site at the same price as the group-buy prices. You can cancel now, get your money back, receive your $15 credit, and THEN re-order the product when it's in-stock and available (keeping in mind you run the slight risk of someone else clicking buy before you). If you're uncertain about the product ever shipping, or uncertain about the quality of the final product, we suggest that you take this option as it removes any doubt about "why do you have my money and I have nothing to show for it?".
4) We're still sorting through the mess of coordinating inbound shipments with Melgeek. Stating the obvious, these products are ready many months after they were expected, and arranging freight shipments, during COVID, during the holiday season, is not straightforward. Shipping these products via air is not economical (we're talking $50+ per unit at present day rates since we have no previously reserved space), and getting space on an ocean liner, which we're currently arranging, is difficult at best. We'll get there, but it's going to take ~6 weeks for it to arrive, slating delivery most likely in January 2021. Once it's booked onto a freight ship, we'll have an estimated arrival date of the ship, which gets us an estimated customs clearance date, which finally gets us an estimated shipping date. End of January 2021 would be a safe bet at this point, with a couple weeks of built-in buffer (i.e. if things go smoothly, mid January, if things don't go smoothly, end of January).
Please understand that we've coordinated over fifty thousand group-buys on our platform with over eight thousand vendors. These runs associated with Melgeek rank in the lowest percentile in terms of proper communication and professionalism. The updates that community members have gotten from discord channels are better than what we've received in direct vendor queries. While they may have fantastic products, their operating style is incompatible with our platform. We will not be running Melgeek products on our site in the future.
I'll reiterate that this does not in any way excuse us from not communicating these problems to you in the past. Keeping you in the loop is important and has entirely fallen through the cracks. I'll be posting weekly updates from now on, even if it's to say "there's nothing to share with you".
Thanks for your time and patience on this. None of us want to be in this situation but we're here now, and we're going to make sure we all get through it.
December 4th Update: Cargo is physically on a ship, expected to arrive at our warehouse on Jan 5th.
December 11th Update: Cargo is still physically on a ship somewhere in the pacific, expected to dock on 12/29, and expected to arrive at our warehouse on Jan 5th. (We currently have a ship sitting outside of Seattle with a different product, that can't dock because of high port traffic, hopefully this won't be a problem by 12/29.)
December 18th Update: No news, just expecting things on track with last week's update.
December 30th Update: Still on a ship, but the most recent update of delivery has slipped to 1/15.
January 13th Update: Tracking shows that it should arrive at our warehouse on 1/15
January 17th Update: These are at the warehouse. They need to be unpacked, counted, etc. Ideally start shipping end of this week.
January 28th Update: Got an update from the warehouse that they're still working on the unpacking, receiving and sorting. Hoping to start shipping asap.
January 30th Update: 25% shipped.
Feb 1st Update: No orders were shipped on Sunday/Monday, our warehouse is closed due to the snowstorm. Hopefully it will reopen tomorrow, but won't know until the morning.
Feb 8th Update: 91% shipped. Warehouse was closed again today, for yet another snowstorm.
(Edited)
Dojoo
122
Nov 23, 2020
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KevinHonestly, the lack of communication has become the norm on drop and the trust in the platform has become a joke at this point that I actually prefer paying the extra money instead of dealing with drop at all. I really think that you guys need to step back and re-evaluate why does this keep happening.
Nonetheless, I really appreciate the honesty of this post. While I do understand that it is Melgeeks fault, it's very disappointing that we received this update now with a new date of January ( which means we won't actually have our orders until Feb) because neither the vendor nor Drop is willing to take the hit on the shipping rates so it was passed on to the group by members in the from of an extra time. Regardless, thank you for the update.
(Edited)
Kevin
5435
Outreach
Nov 23, 2020
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Dojoo>I really think that you guys need to step back and re-evaluate why does this keep happening.
You're absolutely right- and we have. It's because it's really hard to coordinate communication and operations with hundreds (thousands) of small-time operators each with their idiosyncrasies. I've seen the list of clusterf's and the reasons behind each of them is astounding (vendor used forged export paperwork and product was denied at border, vendor's packaging showed water damage in shipping, vendor packed all units in singles instead of pairs, vendor shipped wrong colors, etc.)
Most of our 3rd-party products are moving to an inventory model (we just buy it, get it, and sell it- and all the logistics/manufacturing BS is hidden from the customer), and our first-party products generally have a plethora of updates, and are also mostly sold via an inventory model. 8 years ago 100% of our products took 4 to 52 weeks to ship. Last month, 85% of the products sold on Drop.com shipped within 3 business days. With inventory we have control of the customer experience, without it, it's a crapshoot. As much as "good communications" helps blunt the pain of delays, customers are still extremely displeased (with us) when products are delayed even with continual updates.
To be frank, we make more money in a week selling GMK Keycaps, OR CTRL keyboards, OR Sennheiser Headphones, then we do selling a dozen group-buy products which take months to fulfill.
However, we love the interesting variety of products that come from community members offering up group-buys. So instead of just refusing to run them on our site, we're trying to effectively fund them in advance, buy them and then sell them so that our userbase isn't subject to their manufacturing problems (and by extension, our problems). To be fair, now the financial risks are on us and the in-stock prices reflect that... so it's a double edged sword.
Thanks for the thoughtful insight!
UmbraInPenumbra
16
Nov 23, 2020
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KevinLittle surprised that you treat customers who still remain in PO trusting drop and who quit PO in the same manner but at least it seems you went over the issue thoroughly and admitted Drop's fault, which is good and I thank you for that. Let's hope the end product is extremely good so that all the accumulated anger from all the participants becomes joy.
Kevin
5435
Outreach
Nov 23, 2020
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UmbraInPenumbra>Let's hope the end product is extremely good so that all the accumulated anger from all the participants becomes joy.
We have little control over that, but yes, 🤞.
DuctTapeIsSilver
57
Nov 23, 2020
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KevinI'm probably going to be a minority on this but once I saw the first delay I was a little miffed, but as the delays have continued further and further I honestly have lowered my expectations on ship time drastically. Honestly when the last couple months rolled around I half expected the delays to push it into next year or beyond. I honestly don't mind the wait at this point. I think that's what stands out from the crowd of angry customers. I honestly kind of like the wait and anticipation. I knew it would take a while when I handed your company my money. I spent it knowing anything could happen. The only thing that has me kind of upset by this latest update is the understandable dropping of melgeek as a vendor. I wish things could come to completion amiably between both companies since their quality and time spent on their products is insane. They clearly could've chosen to ship with the messed up spacebar and sent a replacement spacebar, but chose to delay until things were perfect. I completely respect that. The fact is the base and origin of this website is centered around groupbuys. The purchase of a quantity of products together as a large group from a vendor or manufacturer in order to share a discount amongst everyone participating. This is why I joined drop many years ago. It's been disheartening to watch the company consistently decrease that discount with each passing group buy until it has become much easier in the past years to just buy the goods on an alternative site, pay almost exactly the same price, and not have to wait several months for the product purchased. This shift to be a normal online retailer with inventory instead of group buys is honestly turning this company from it's core to just another clone of every one of it's competitors. I'm not sure if or when I leave this site for good but it's no longer becoming worth my time, money, or effort watching a company I loved as massdrop lose their way.
surrender
Nov 26, 2020
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KevinKind of scummy to place all the blame on Melgeek. I’ve ordered through them directly a few times and it’s always been super quick and easy even though they’re in China.
I’ve also ordered through drop several times and it’s mainly always been a terrible experience.
Hopefully in the future Drop will quit trying to save face so much, and just get their act together.
jaybeeayyy
149
Dec 2, 2020
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KevinI was wondering what the $15 was from! Came here thinking it had to be related to this groupbuy. That's unfortunate that this will be 5 to 6 months late. Thanks for the update.
mdot
430
Keyboard Club Member
Dec 4, 2020
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Kevinsuggestion - instead of opening extra to the general public, why not give those of us that have waited it out for months and months a shot at fulfilling what else we might need. there are several other kits that somehow got replaced in mine (and others) carts...
jhambone9190
30
Dec 9, 2020
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surrenderThis. Apparently Drop had a China Warehouse but shut it down. I'm sure some issues arose legalistically arose from this closure and the easiest scape goat was blaming Melgeek. But of course DROP will not tell you they shut down their China warehouse.
mdot
430
Keyboard Club Member
Dec 11, 2020
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jhambone9190wasn't really "their" warehouse... but the end result is the same. drop has the majority of blame here... even though there were delays on melgeeks part, there were pictures of the product sitting and waiting to be picked up for almost a solid month before drop got them.
its crazy how all of these manufacturers seem to operate just fine outside of drop.... but anytime drop is involved, it turns into absolute chaos with issues and delays. it keeps happening over and over again.
mdot
430
Keyboard Club Member
Jan 13, 2021
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Kevinbeen a couple of weeks without a response - and only a couple of days from when these expected - any updates?
jaybeeayyy
149
Jan 13, 2021
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mdotI can’t tell if the January 15th date is for the ship arriving to port, keycaps to the drop fulfillment center or shipping out to buyers 🤷🏾♂️
bricklyy
35
Jan 15, 2021
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jaybeeayyyLooks like he’s got it saying arrives at the drop warehouse 1/15 now, so hopefully they rush and package and ship everything soon after
mjsevilla
49
Jan 18, 2021
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KevinWhen should we expect extra sets to go on sale for those requested?
DaDon
18
Jan 19, 2021
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noahdwilkeBruh... read? It clearly says that he has and that was said one day before your comment.
noahdwilke
87
Jan 19, 2021
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DaDonThat update saying they were in the warehouse was added after my comment. Don't jump to conclusions.
mjsevilla
49
Jan 26, 2021
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PessssNot necessarily. All they really need is to know is the remaining order count versus how much stock they received. The difference can be listed as available for purchase while they're fulfilling orders. All in theory, of course. But I don't think there is a real need to wait to fulfill current orders before they list the extra sets.
jaybeeayyy
149
Jan 26, 2021
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mjsevillaI don't believe there are many vendors that sell extras before shipping groupbuy stuff other than ones that leave pre-orders open for a while after it ends. I think there's probably enough of a struggle shipping out the first orders on time and doing it all correctly lol.
itsmeaesthetics
19
Jan 27, 2021
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KevinAny update 10 days after they've gotten to the warehouse?
mjsevilla
49
Jan 28, 2021
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JufoThey're taking the "NOT FOR RESALE" backspace key really seriously lmao.
noahdwilke
87
Jan 28, 2021
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Kevin"Keeping you in the loop is important and has entirely fallen through the cracks. I'll be posting weekly updates from now on, even if it's to say "there's nothing to share with you"."
Well this is a complete lie. After this fiasco I'm never buying anything from Drop again, such a terrible company. Screw you guys, you suck.
mdot
430
Keyboard Club Member
Jan 28, 2021
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Jufothe fact that they need more than 2 weeks to "unpack and count" less than 2,000 items is the most major red flag. what happened drop? run out of fingers and toes?
the "worst case" was the end of january... that included a couple of weeks of "buffer".
Kevin
5435
Outreach
Jan 29, 2021
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JufoTask management to run a warehouse during COVID times is a red-flag kind of operation. We literally have no idea on a day to day basis how many people will show up to work, and how many will stay home with potential symptoms. We just do the best we can.
chragonis
7
Feb 1, 2021
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noahdwilkeI got an email with a tracking number when mine shipped.
mjsevilla
49
Feb 9, 2021
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KevinWhy are the prices higher when your original sticky explicitly said any remaining extras will be listed at the original groupbuy prices??
I quote:
"When the Melgeek products arrive at our warehouse, whatever extras (via cancellations) are available will be listed for sale on our site at the same price as the group-buy prices. You can cancel now, get your money back, receive your $15 credit, and THEN re-order the product when it's in-stock and available (keeping in mind you run the slight risk of someone else clicking buy before you). If you're uncertain about the product ever shipping, or uncertain about the quality of the final product, we suggest that you take this option as it removes any doubt about "why do you have my money and I have nothing to show for it?"."
This text is even missing from your stickied comment...
hamsterlicious88
15
Feb 9, 2021
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BlankzyyyThis is really strange being listed at a higher price...
Blankzyyy
20
Feb 9, 2021
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KevinAnd if the price hikes are in response to the $15 credit given to purchasers, the people who purchased multiple items only got $15 total. And now EVERY item is $15 more expensive. So if you re-purchase 3 items you’re paying $45 extra. Please look into this and fix ASAP.
mjsevilla
49
Feb 9, 2021
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Blankzyyy$15 if you’re lucky. If you need the base or desk mat those are $25 more. And what’s with the fake discount saying those sets were $85?
Blankzyyy
20
Feb 9, 2021
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mjsevillaFiled a support request for this. Would be nice if drop had a number you could call.
mjsevilla
49
Feb 9, 2021
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BlankzyyyI did as well. I'm honestly tempted to submit a complaint to the BBB but I hope someone has a screenshot of Kevin's sticky that says that extras will be listed at group-buy prices. Even though we all have the original text we can copy/paste, a screenshot of Kevin's comment will be the hard evidence.
This is blatant customer manipulation and lying. Hundreds of people canceled their orders with the intention to re-order at the same price using their $15 credit as promised. That text in the original sticky was deleted coincidentally around the same time the extras go up on sale at a near 40% price increase.
hamsterlicious88
15
Feb 9, 2021
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mjsevillaI also went ahead and messaged them. I still purchased the kits I needed so that they wouldn't run out, I'm just hoping drop can give some proper price adjustments because as much as I like this set, it's not worth $200.
mjsevilla
49
Feb 9, 2021
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hamsterlicious88I'm debating about purchasing now as well. Might be worth just securing my sets and getting a price adjustment on my credit card than not having any sets..
hamsterlicious88
15
Feb 9, 2021
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mjsevillaThat was exactly my thoughts. I pulled the trigger because since the sets were listed last night it looks like roughly 200ish sets have sold and the spacebar kits are virtually exhausted.
mjsevilla
49
Feb 9, 2021
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BlankzyyyPoint #3 has been added back in the last half-hour to the sticky. Now just waiting on prices to reflect proper updates.
Blankzyyy
20
Feb 9, 2021
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mjsevillaGuess the snowstorm is affecting their office staff from updating the pricing 🤡🤡🤡
Kevin
5435
Outreach
Feb 9, 2021
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mjsevillaIt's a miscommunication on our side with the listing team as this is an abnormal situation. I'll coordinate refunds/price adjustments with customer service and we'll get the priced adjusted down once everyone is in to work this morning.
The sticky has not been altered (by me, and I don't think anyone else) in days.
mjsevilla
49
Feb 9, 2021
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BlankzyyyYep. I just hope people stop buying these extras until the prices are returned to their promised values. I've never wanted a set as badly as this one, but it's not worth my dignity and succumbing to shady business practices and customer manipulation.
mjsevilla
49
Feb 9, 2021
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KevinIf you didn't, then someone did. Your original point #3 was completely removed and has since been rectified. Could you clarify that if we purchase now, we will get a refund to our original form of payment (ie. credit card) for the difference? I'd like to secure my purchase ASAP.
Edit: Strikethrough text no longer relevant as prices have been updated. Happy shopping.
(Edited)
Kevin
5435
Outreach
Feb 9, 2021
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mjsevillaSome people have already been charged, and they will be refunded back to their method of purchase for the price differentials.
Obviously new people purchasing, will be charged the correct (lower) amount.
edmondhxu
68
Feb 9, 2021
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Kevinman extras are up but my gb order still hasnt shipped? i hope mine ships soon or i feel like it'll get delayed behind extra orders coming in now...
haidangver3
1
Feb 10, 2021
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Kevinoh what the heck, I was gonna buy the modifiers set and now its all gone. Any information when it back in stock?
mdot
430
Keyboard Club Member
Feb 10, 2021
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haidangver3thats all there is. they wont be back in stock
haidangver3
1
Feb 10, 2021
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mdotWhat :(
aw man i really need that 1.75u shift key. This sucks man
MrBiscuit
46
Feb 10, 2021
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mdotOh, so my 96% will never be complete. Great. At least I found out now before the order was processed.
mdot
430
Keyboard Club Member
Feb 10, 2021
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MrBiscuitcan always go to the market... im sure people will be selling them.
edmondhxu
68
Feb 10, 2021
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Des88yeah this is stupid, its really frustrating to see extra orders completed before people that have been waiting for nearly a year can get their stuff
not-for-resale
30
Feb 11, 2021
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KevinCan someone cancel my duplicate order before it ships out? I don't have any confidence in support to read my request in time since they already shipped the first order I tried to cancel. I really don't need 2 sets of this but the manual cancellation system is broken.
(Edited)
noahdwilke
87
Feb 11, 2021
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not-for-resaleI'd be willing to buy it from you if you want. I'd like another set.
not-for-resale
30
Feb 12, 2021
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haidangver3Both my orders contain: Base, Modifiers, Novelties, and Desk Mat.
But if you're asking because you want to buy the mods off me, I will only sell the base, mods, and novelties together since I don't have any use for them separately. Anyway, hopefully they'll just cancel my order altogether so someone can just buy whatever they want directly from Drop.
not-for-resale
30
Feb 13, 2021
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KevinI requested to cancel my duplicate order over 2 days ago but I just got a reply from support saying that it was too late to cancel even though it hasn’t been shipped yet. Why???
So I’m just going to be stuck with a duplicate order then?
This whole experience with Drop has been a disaster. Worst experience I’ve had ordering from any mechanical keyboard vendor.
(Edited)
noahdwilke
87
Feb 13, 2021
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not-for-resaleIf they still ship it to you, contact your bank and tell them what happened and they should get your money back.
I'd also be willing to buy the whole set from you if you get it.
(Edited)
blackric
3
Feb 17, 2021
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not-for-resalei missed the boat so if you're willing to sell your extra contact me at blackric at gmail dot com
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