Support Staff4 Posted by Twine Help on 14 Dec, 2012 06:10 PM
We have no control over the shipments once they leave our hands.
What you are seeing is not atypical from what most international
customers are experiencing. Unfortunately, USPS doesn't guarantee
delivery in a certain time frame for international deliveries, and
from what people have reported to us, it is taking Twines a few
weeks to reach their homes.
Your Twine is insured, but we can't make a claim on insurance
for 45 days after shipment.
It's now been three weeks since the last update from USPS. Two weeks since
I contacted you.
I think that qualifies as not having received my twine 'soon'.
Your issue with claiming insurance is not my problem. Twines have been
delivered to Australia, Europe and the UK (as evidenced on your Kickstarter
page). As I detailed in my last email at least one person in the UK
who received information on their twine being posted the same day as mine
received theirs over a week ago.
Due to your failing to deliver the item in a timely manner (and follow up
to my first email, it's clear you didn't do as I requested and contact
USPS) I will now not be able to receive the item until the new year (if it
turns up). But that will still be less then the 45 days I assume it will
take for you to actually do something. From your previous email you have
no care for my customer service, only the money you can make back should
the twine have gone missing.
As you haven't contacted USPS I have no idea where my parcel is, nor any
way to find out. I can't provide another address to arrange alternate
delivery or find out if the item is stuck in customs. You've given me no
means to find out where it is. So what am I meant to do?
You are now selling a product, you are no longer a budding company
attempting to get a foot on the ladder and you owe a level of service to
your paying customers. I am a paying customer, in your own words on the
Kickstarter page I have 'preordered' a twine.
Your responses so far have been pathetic excuses to blame the postal
system. If you want to blame them, contact USPS, find out what company
they pass the packages to in the UK and I will take my complaint elsewhere.