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Hello Drop, where exactly is my order? Shipped or Not Shipped?

May 13, 20191135 VIEWS

So what happened? On March, I joined the keycap recap, luckly I bought Serika Core and Geometries. Then my order shipped on April 2nd, I started to track my order.

At first the tracking information shows like this. It stopped at the information of "EN ROUTE", so I think, it must be en route to my contry. So I kept waiting.

Until April 22nd, the tracking information shows like this. Clearly there was somthing wrong with my shipment. So I contacted Massdrop(Drop), they said DHL must lost my shipment, and they didn't know what happened, so they gave me two choices either they refund me or resend another package, and I choose resend.

April 25th, I receive another message indicated my order has resended, two days after the tracking information is the same as previous one, stopped at "EN ROUTE", no "Arrival at DHL Ecommerce" message or "Processed", so I contacted DHL customer service for the status of my shipment, the reply I got is pasted below. They declear as following: 1. Information electronic notification has been received. 2. Have not yet received my shipment.

So, I again contact Drop customer service, and they just avoid DHL's reply, and keep telling me that they can do nothing, because they did create the information electronic notification at DHL, so everything is fine. But I am not. If Drop did send my order, why DHL said they didn't receive my package? If Drop did not send my order, why not just tell me that they don't have the key caps in stock and just refund me? I need real response from Drop, not just "Sorry, we can do nothing.". Yes, I can get refunded whatever happened, but how about my expectation on this well-known proxy? And my time and money?

Hello Drop, any real response please?

(Edited by moderator AlexPk)

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May 16, 2019

Hello @ellakeyaki , Amy here with Drop Community Support. Just wanted to let you know that your inquiry is important to us. I've just sent you an email - please check your spam folder if you do not receive it. We look forward to your reply! Thank you!

Vote

ellakeyaki

May 17, 2019

amycsThank you Amy, I've received your email, I am ok with another dispatch, this time I really hope everything goes well. I'm waiting for the dispatch notification. Thank you!

PeachJackson

Jun 11, 2020

amycsHello Amy, maybe you can help me as well. I have two orders with Drop and they have both been delayed indefinitely. When I try to get information about where my stuff is I simply get the runaround through customer service. You have my money yet will give me no information about when/if my orders will ship. At this point you’ve lost me as a customer but I would like to receive the items Ive already paid for in good faith. This is abysmal customer service and I would hope your company would like to make it right.

Vote

AlexPk

7197

Community

May 16, 2019

Hey there we see you and are working on this. CS should get back to you soon.

(Edited)

ellakeyaki

May 17, 2019

AlexPkThank you for your help, which makes me still have faith in Drop.

Vote

erickong

7412

Mech Keys Moderator

May 16, 2019

I see this. Hopefully I can help push this forward

ellakeyaki

May 17, 2019

erickongThank you Eric! I appreciate that.

(Edited)

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