Debiddo
Posts: 5
Joined: 16 Jan 2020, 13:50

(URGENT) Package sent back

16 Jan 2020, 21:21

Hi.

I'm from Spain, and in last Black Friday I bought a NeoSD PRO AES from you. Some days later DHL called me in order to send them the invoice, and I did. But time passed and the package didn`t arrive. So I called them and they say me that they're waiting some information from your part, the Single Customs Declaration (or DUA in spanish. Then I tried to make contact with you through the web page many times without success, and I suppose DHL too because the number of entries in the Tracking Page. But now it's too late. The status of the package changed to "sending back to the sender". I called them to stop this.
I want my package so I need you to make contact with DHL and send the required document. .
I put this message here because the other ways of contact failed.

User avatar
Todd
Admin
Posts: 1110
Joined: 08 Apr 2018, 22:25
Location: Cincinnati, OH
Contact: Twitter YouTube

Re: (URGENT) Package sent back

17 Jan 2020, 01:33

What is your order number?

Every package we ship includes the DUA.
My PMs are disabled. Please send support requests to support(at)terraonion.com.

For real time assistance, please consider joining our very active Discord server: https://discord.gg/JexuJVW

Debiddo
Posts: 5
Joined: 16 Jan 2020, 13:50

Re: (URGENT) Package sent back

17 Jan 2020, 08:12

This is the tracking number of DHL 8442460670

User avatar
Todd
Admin
Posts: 1110
Joined: 08 Apr 2018, 22:25
Location: Cincinnati, OH
Contact: Twitter YouTube

Re: (URGENT) Package sent back

17 Jan 2020, 14:35

What is your order number?
My PMs are disabled. Please send support requests to support(at)terraonion.com.

For real time assistance, please consider joining our very active Discord server: https://discord.gg/JexuJVW

Debiddo
Posts: 5
Joined: 16 Jan 2020, 13:50

Re: (URGENT) Package sent back

17 Jan 2020, 16:36

I have phoned DHL twice trying to stop them to send the package back, without success. They said me that they were expecting only for the DUA and they tried to contact you and could not. So they can't wait any longer for your data and they are going to send back the package.

Anyway, the order number is TMTZTQTNQ.

Debiddo
Posts: 5
Joined: 16 Jan 2020, 13:50

Re: (URGENT) Package sent back

20 Jan 2020, 15:08

Todd, could you tell me what solution can you give me with my purchase?

User avatar
terraonion_admin
Site Admin
Posts: 164
Joined: 08 Apr 2018, 21:09

Re: (URGENT) Package sent back

21 Jan 2020, 16:05

Debiddo wrote:
20 Jan 2020, 15:08
Todd, could you tell me what solution can you give me with my purchase?
Hello,

Going to contact DHL now, we were able to stop similar issues like this in the past (force them to ship the packet to the customer while they were shipping it back)

We will contact you as soon as DHL contact us back.

Sorry for the inconvenience


BTW those type of issues must be handled over the support email, cause this way i can contact dhl with the customer in copy, it makes things more easy explaining the issue to DHL and its faster

Debiddo
Posts: 5
Joined: 16 Jan 2020, 13:50

Re: (URGENT) Package sent back

21 Jan 2020, 22:36

I tried the support email but didn't receive any response so I used this forum

Return to “Feedback and Suggestions”