Re: Your Twine is shipping!

Kieran's Avatar

Kieran

07 Dec, 2012 11:11 AM

Can you please contact USPS and find out what is going on with my Twine.
 It has been in Chicago for over a week now.
I am unable to request details from them as their help form only allows a
US address to be entered.

On 29 November 2012 01:13, Supermechanical help <help@supermechanical.com>wrote:

>
> Hello -
>
> Your Twine is on its way! Your USPS delivery confirmation number is
> LN367354927US , which you can check at:
>
> https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=LN367354927US
>
> It may take several days for this to update as the package is being
> processed.
>
> When your Twine arrives, let us know if we can answer any questions. Thank
> you for backing us on Kickstarter!
>
> - the Supermechanical team
>
>
> Share what you'll do with Twine on <a href="
> https://twitter.com/intent/tweet?text=My%20(object%2Fplace)%20can%20finally%20email%20me%20when%20(something%20happens)%20-%20my%20Twine%20is%20on%20the%20way!%20http%3A%2F%2Fsupermechanical.com%2Ftwine&amp;related=supermechanical&amp;via=supermechanical&quot;&gt;Twitter&lt;/a>
> or <a href="
> http://www.facebook.com/sharer.php?u=http%3A%2F%2Fsupermechanical.com%2Ftwine&amp;t=My%20(object%2Fplace)%20can%20finally%20email%20me%20when%20(something%20happens)%20-%20my%20Twine%20is%20on%20the%20way
> !">Facebook</a>
>
>
>

  1. Support Staff 1 Posted by Twine Help on 07 Dec, 2012 06:33 PM

    Twine Help's Avatar

    Hi Keiran,

    The provided number is not tracking your Twine; it is more of a shipment confirmation. We'll make this more clear on the emails sent out in the future.

    Your Twine has made forward progress toward you, please let us know if you don't receive it soon.

    Christina

  2. 2 Posted by Kieran on 14 Dec, 2012 09:16 AM

    Kieran's Avatar

    It's been another week since I contacted you. Two weeks since the last
    update to the tracking number.

    From your previous email, you don't have any idea on where my Twine is only
    that you sent it. Can you tell me how you intend to rectify the situation?

    Another backer on the Kickstarter page has informed me he received notice
    of his Twine being sent the same day as me (Nov 28th), yet his has arrived
    in the UK on the 10th.

  3. Support Staff 3 Posted by Twine Help on 14 Dec, 2012 06:10 PM

    Twine Help's Avatar

    Hi Kieran,

    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.

    Christina

  4. 4 Posted by Kieran on 21 Dec, 2012 11:47 AM

    Kieran's Avatar

    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.

  5. Support Staff 5 Posted by Twine Help on 21 Dec, 2012 08:17 PM

    Twine Help's Avatar

    Hi Keiran,

    USPS first class packages are delivered by Royal Mail.
    I submitted a request to USPS, and I will let you know if they have any additional information.

    Please let us know if you have any additional questions,
    Christina

  6. Twine Help closed this discussion on 29 Jan, 2013 07:36 PM.

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