$3780 BlackFriday Order “Forgot” to be Sent - Support No Longer Responding

this is not the first time i have issues regarding shipping from your company. every time that this is brought up, you use Asendia as a scapegoat. “It’s NOT us, it’s Asendia’s fault” ok but you hired them, right? Even after problems from previous times, after shifting the blame on them multiple times, if they still work for you while you’re aware that they’re pretty incapable of doing their jobs, then YOU are the problem.

I just relayed the facts. It's not using them as a scapegoat. They had an order value limit they didn't publish or relay to us, and then they didn't notify us or you when they had an order on hold because of that limit. Yes, we are the ones that set up the relationship to use them. However, it's not like we have many choices. We have tried all the shipping services. They all suck. Customers want cheap shipping, and there are only a few options to accomplish that. I would fire Asendia if I had a better option to jump to. We just haven't found one. Also, the entire reason we moved to Asendia was because customers asked us to. We were using DHL Ecommerce before that, which we moved to because UPS Mail Innovations before that kept fucking up. We moved to UPS Mail Innovations because USPS went to total shit. It's shit all the way down! It's not like we randomly chose Asendia, and are stubbornly refusing to do anything different. This is a long story of us trying new low cost international shipping services, and realizing they are all garbage.

I had a problem with BlueNile in December and not once when I was blaming them and calling them did they say “you’re wrong to blame us, blame FedEx, they messed up,” no, they apologized and took it because they’re the ones who only provide FedEx as an option, and it was on them to make things right. the fact is this: every time I order many things from ND, I have to babysit the order and see if it has been shipped. That’s annoying as hell. I literally do not have to do this with any other company except yours.

BlueNile is a diamond company. It's a different situation. The 90 day supply rule is the crux of the delay in the DHL Express reshipment we sent, and that only applies to health products in Canada.

Next thing I have a problem with is you saying: “I know you have been yelling at my support team about this being a simple order”

Actually, NO, I haven’t. I’ve pretty much been on their side up until last night.

This is exactly what you said on January 2nd:

why does this repeatedly happen to me when i order from you guys? im so fed up that you guys cant take care of a simple order

Forgive me if I misunderstood.

It took so many back and forths for them to realize that I wasn’t reselling the products, I had to rephrase so many times that I’m just a consumer. The DHL rep kept Un-CC:ing ND Support, and I would re-CC: ND SUpport every email and even said “can you be competent and use the REPLY ALL function so that I don’t have to CC: the vendor in every email.” DHL is actually so fucking idiotic. I’m sure it’s because of how they operate that there’s this customs issue.

Yes, the shipping services' support staff are idiots. No arguments there. What alternative services are there, though? UPS loses packages. FedEx is expensive, and still has issues with private brokerage. DHL sometimes makes it hard with custom clearance. USPS loses packages, has whack tracking, and is impossible to get support with.

I hadn’t heard back from them since January 18 or 19, they’ve said multiple times that they would ‘update’ me, and I never received any updates. The one thing that really got me ticked is Kristen linking me the ‘Contact Us’ page of DHL, which she titled the link as “click here to clear your package as a consumer,” I replied to her calmly saying “This is just a Contact Us page…” and she never replied to that email.

There are 34 separate emails in the ticket on this order, and many of them are you CCing us on emails you are sending to DHL that get sent separately to us, and then our support team has to merge into the conversation in our ticketing system. It can get confusing for my support team to keep track of it all, on top of the hundreds of other emails they get in a day. The link going to the contact us page was a mistake, and I can talk to them about that. However, with all these merged conversations and CCed emails, it's very confusing to parse through.

Furthermore, this week was not the first time that I requested / DHL requested the list of ingredients. It was requested since January 16th, and only today it was actually submitted. This is what I mean, I have to babysit each order. If I don’t make this thread, then there’s no progress. I sent an email out yesterday during the day during operating hours, no response. I make the thread today, and finally get taken serious and receives responses.

January 16th the commercial invoice was requested, which DHL already had from day one. Even so, Kristen responded that same day with it attached again.

Thank you for reaching out to us regarding your order. We understand that the delay and inconvenience caused by the delay in receiving your order is frustrating, and we apologize for that.

We have sent you the Commercial Invoice as an attachment again, which you can provide to your local customs authorities. Unfortunately, we do not have any direct contact with customs authorities and cannot submit the invoice on your behalf. We have also been in touch with our DHL Express representative to get more details on what could be needed for the release of your order. We will keep you updated with any further information as soon as we receive a response.

If you have any further questions or concerns, please do not hesitate to contact us. Thank you for your patience and understanding.

An ingredients and composition list was not requested by DHL till February 5th.

>Good day, Dear Customer
For customs compliance purposes, we will need an itemized detailed commercial invoice. (Some lines are missing its ingredients/composition list)

Please provide us with revised invoice, which includes the details listed below. Please note all other details on the invoice should remain unchanged.

>Description of goods for each line item
Ingredients/Composition list for each line item

We look forward to hearing back from you as soon as possible so that we can expedite the release of your shipment.

You emailed us that same day, Feb 5th, at 5:30pm after hours saying this.

Hello, they want the ingredients list, with a new commercial invoice

Kristen provided that the next morning, on February 6th at 8:36am, and CCed 4 people at DHL, including our rep and his boss.

Hello,

Our team has provided all product ingredient lists as attachments. Please confirm if you have received this and update us on the status of his package.

Thank you and have a great day!

My support team starts their day officially at 9am, so they responded with what you needed before their day even officially started. They also don't go on Reddit, so they had no idea this post was even here. They don't respond or not respond to tickets based on Reddit posts. It might make you feel better to rant about your frustrations, but it is not affecting whether or not my support team is responding to things in a timely fashion. They have been monitoring it the whole time, and reaching out to multiple people at DHL trying to move things along. These are the notes on the ticket.

Emailed Jacob to follow up - KG 01/16 - waiting for response

We have been CC'd into the customer's email with DHL Express - continuing to monitor for any updates

emailed Jacob again to follow up on his last email, he is waiting for a response from DHL Canada - KG 01/24

emailed Jacob for a 3rd time to follow up, but never received a response back as to whether he received further information - KG 01/29

Jacob has his boss and direct manager working on receiving an update from Canada 01/31 KG

They have been working to try and get DHL to move the shipment along the whole time. Characterizing it as them ignoring you and not responding is just factually incorrect. Moreover, I have read your emails to DHL. I get the frustration, but yelling at DHL representatives seems to make them want to help you less. They shouldn't be so difficult, and they shouldn't take it out on customers, but calling at a dude name Rhoit in DHL support incompetent and pathetic isn't going to get a resolution quicker. The issue is Canadian customs and Canadian law surrounding health products being imported. They start to consider someone importing more than 90 days of supply as a commercial business importer. You shouldn't be so angry that they are making that assumption, because most Canadians are not buying $4,000 of supplements at a time for personal use. It's not unreasonable for them to assume you are a business importing to resell, and yelling at them about it doesn't make them want to see your side any better. They are just trying to do their jobs. Yes, sometimes they suck at it. Yes, it is frustrating. I really do get it. Asendia's complete lack of communication set the stage for frustration, and then the hoops DHL made you jump through just made it worse. Because it is private clearance, there is just more steps they need to take. We sent DHL Express because we wanted it to get to you faster and not get lost. Maybe we should have just rolled the dice with USPS instead, but I can guarantee you we would have had more problems there. The government customs clearance agent would have assumed the same thing, and thought it was a commercial import, due to the size of the order and number of units. Then we would have had even less luck communicating with them. Again, I apologize for the Asendia fuck up. The moment I have an alternative to them, I will move over gladly. Nobody wants to never have to deal with this shit again more than me.