Shipping Status Update (January 2023)

Jan 5, 20233728 VIEWS

Update 2023-01-17: The warehouse made some significant progress over the weekend. Nearly every order for in-stock products has been processed through the warehouse system, and should have notified to your email that it is on its way. Many orders have departed the warehouse while others are waiting for courier pickup. Some orders were waiting for an inbound delivery to the warehouse (the item would not have been listed as in-stock when you purchased, but had an estimated shipping date that has now been delayed). These items were unable to be receipted into the warehouse due to the systems outage; with warehouse operations picking back up, this process is able to begin again. For anyone waiting for these items, we expect them to be brought into inventory this week, then shipped shortly after. This covers the vast majority of outstanding/delayed orders. If you feel that your order's status is not addressed in this update, please reach out to the CS team to take a closer look at the specifics. I also want to extend a massive thank you to everyone for your patience throughout this entire process - I know it is not an easy thing to deal with as a customer, especially when we don't have the most clear path to resolution.

Update 2023-01-13: The slightly-larger test batch of orders sent to the warehouse has begun processing/shipping. We are receiving regular updates and will continue to post here with additional updates as things progress. When your order is processed and shipped, you will receive a shipping notification to the email address associated with your account.

Update 2023-01-12: The warehouse has established a temporary secondary instance of their systems, and we have sent them a preliminary test batch of orders to verify functionality. Initial indications are positive; we will continue to test in increasing-size batches over the next few days. We are hopeful that this is the light at the end of the tunnel. Stay tuned for continued updates.

Update 2023-01-09: Orders which were previously submitted to the warehouse ("locked in" and therefore unable to cancel) have been released from the warehouse and are now able to be canceled. If you are unable to manually cancel the order through your Transactions page, please submit a CS ticket to request cancelation of your order and they will get it taken care of.

Hey everyone, you've likely seen some chatter or experienced the effects of increased shipping times/estimates for our products across the board. Our warehouse partner is experiencing a longer-than-anticipated system outage, which unfortunately means many orders were not delivered by the initial estimated ship date. Additionally, we are having to adjust forward-looking estimated ship dates accordingly. We are sincerely sorry for this, especially at this time of year. We're working diligently with our partner to understand and resolve the issue or find workarounds to get items shipped. To help expedite orders where we can, we are making shipment arrangements through another partner warehouse. The setup there does not fully support our typical shipping process, so customers may receive multiple shipments but at no extra shipping cost to the recipient. Due to the high volume of orders, to the best of our understanding, we expect our partner to finish shipping all orders in the next few weeks. The current most accurate estimated shipping date is shown on the product detail page. We apologize for any inconvenience this may have caused anyone. Rest assured, we have not forgotten about any and all existing orders and our teams are doing everything possible to expedite the process. As usual, anyone currently waiting for a shipment may review their order at any time by going to your transactions page here: https://drop.com/transactions Please feel free to reach out if you have any additional questions.

(Edited)

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Jan 17, 2023

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Update: The warehouse made some significant progress over the weekend. Nearly every order for in-stock products has been processed through the warehouse system, and should have notified to your email that it is on its way. Many orders have departed the warehouse while others are waiting for courier pickup. Some orders were waiting for an inbound delivery to the warehouse (the item would not have been listed as in-stock when you purchased, but had an estimated shipping date that has now been delayed). These items were unable to be receipted into the warehouse due to the systems outage; with warehouse operations picking back up, this process is able to begin again. For anyone waiting for these items, we expect them to be brought into inventory this week, then shipped shortly after. This covers the vast majority of outstanding/delayed orders. If you feel that your order's status is not addressed in this update, please reach out to the CS team to take a closer look at the specifics. I also want to extend a massive thank you to everyone for your patience throughout this entire process - I know it is not an easy thing to deal with as a customer, especially when we don't have the most clear path to resolution.

Kialik

Jan 24, 2023

Idk what the heck type outage occurred but I'm hoping it's on the magnitude of your warehouse burned down or something. Per the Jan. 17th update, y'all supposedly made significant progress on processing and shipping products. Ok, buddy. Reached out to the CS team per the post's recommendation and they referenced me back to this update, which I clearly said I already read. Then they said it'll be weeks before they ship all remaining products. What happened to the significant progress yall supposedly made? Then they said not to worry as my item was packed and basically on its way. That was 6 days ago. Trying to figure out who lied or who isn't doing their job. Or maybe everyone at drop is pulling shit out of their ass?

(Edited)

Kialik

Jan 25, 2023

KialikIt's about to be a month since my order and my mystery keycap set still has not shipped. I reached out to customer service once again and not only did they provide me with no new information, but they actually just copy and pasted from their previous response! Now I look on the drop community page to see that you're offering free shipping for all new orders? What about your patrons who have already spent the money and time waiting for you to clean up your mess?

Cloutgod

Jan 19, 2023

I’m glad you guys shipped my order but the least you could have done is put all the orders on the fast shipping instead of using the slowest possible option…

Junk_bow

Jan 16, 2023

I received a tracking number but UPS still has not received the package from you guys and Aftership says the package was supposed to get here yesterday. When is my package actually going to ship instead of being marked as "shipped"?

kouki.monster

Keyboard Club Member

Jan 15, 2023

Was this a security incident?

GibbyGibson

Jan 15, 2023

It seems kind of crazy to me that I never had any info on this outage before I purchased this for a birthday gift. No where did it tell me I could be looking at extremely late shipping times or that there is a “test batch” that my item may or may not be apart of. Or the fact that my item isn’t even in stock it’s just “capable of being ordered” (even though it’s technically not because of the outage) And even now I haven’t gotten any emails with updates on the situation, rather I’ve gotten emails about keyboards I could purchase during a system wide shutdown for sending products out. I respect the company as a whole but I am extremely disappointed by this experience.

David_H

Keyboard Club Member

Jan 14, 2023

Finally, my order status is updated: Reserved for shipment. Does it mean that my order is going to be shipped soon?

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NoburtM

Jan 16, 2023

I hope what you get is nice! If you know who you talked to, so you could get thrown into early shipping. Give me their email. I'd love it ;p

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lxix.corp

132

Keyboard Club Member

Jan 16, 2023

NoburtMOther than a cheeky post on this thread, I haven't been in touch with anyone. I figured it would be random/in chronological order as to who gets their orders shipped.

ninjatuned

Keyboard Club Member

Jan 14, 2023

I ask this in all seriousness - how hard is it to email everyone impacted? I’ve been ordering with Drop for more than a couple of years now and if there is one complaint that has been consistent through the years it’s the lack of transparency and communication. Why, when the issue was discovered, weren’t there mass emails out to everyone that placed orders? Why isn’t there a banner on the front page linking to updates on the issue? Why do I have to email customer support two days after my order was supposed to ship just to be redirected to a hub community post buried in the site? Why does my order still say it’s shipping on the 11th when on the pages for the items I ordered they have a ship date of the 27th? I understand that things happen out of anyone’s control and it sucks for everyone involved, Drop and its customers. But the things that ARE within your control - when things are communicated and making sure everyone is updated with the latest information through every channel available - Drop has shown pretty consistently that they have no interest in making changes or doing better.

Morbii

191

Keyboard Club Member

Jan 15, 2023

ninjatunedI’m weirded out by this, personally. I’m actually ok with the situation as long as I eventually get my stuff because s*** happens, but it seems like low hanging fruit that could have gotten the customer base to side with Drop was just ignored mostly. that said,I just got a shipping notice finally!

ninjatuned

Keyboard Club Member

Jan 16, 2023

MorbiiI agree. It doesn’t matter much to me beyond a minor inconvenience but I definitely feel for the people that placed orders expecting them in for Christmas presents. I would be pretty livid if I was in that boat. I am asking my questions because to me there’s a pattern here of Drop having a delayed shipping situation and not keeping everyone updated to the best of their ability. They need to be held accountable.

Dsperg

Jan 14, 2023

My order still says “order placed with vendor”. Estimated shipping date still says December 30th, what does this mean for my order?

NoburtM

Jan 14, 2023

DspergCheck the item page. I know I have an AMP/DAC combo I ordered, and it was supposed to ship out on the 21st, and that's all it says. I checked the page of the item, and it says Feb. 6th. You do have to scroll down about half way down the page to find it. Or just use the find feature.

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Rpp1

Jan 13, 2023

@HoffmanMyster The estimated shipping date of Jan 27th refers to the possible shipping date of orders placed before January or a batch meant for recently placed orders? If the latter is true, could my order, placed on Dec 19th, be shipped earlier than Jan 27th provided warehouse problems are solved?

HoffmanMyster

1361

Community

Jan 13, 2023

Rpp1The situation is evolving a bit over the last couple days as mentioned in the updates here, but - the estimated shipping date was our at-the-time best (conservative) estimate for all orders to begin shipping, when everything blew up. Rather than continually push the dates out and cause customers to feel strung along, we gave a worst-case estimate since the situation was fresh and not well understood. All that said, we have started to send some orders to the warehouse to verify the new/updated system, so some customers will have already started to receive shipping notifications. It's very possible your order will ship in the next week or so, but I unfortunately have no way to verify that. I would say that it's looking pretty likely most existing orders will be shipped by Jan 27th.

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