I placed a fairly substantial order at the beginning of last month, and paid extra for EMS express postage (given as 5 -7 Business days). After no updates on the tracker for 3 weeks, I emailed customer support. Very unhelpful. Twice, they’ve completely ignored my questions, and copied and pasted the following:
“the information has updated, looks like it is on the way, please kindly wait for few days.”
The information still hasn’t updated since it’s initial entry into the system. They’ve ignored my questions regarding whether the parcel was insured, beyond a vague " if the order lost , we will resend".
It’s been over 4 weeks without a single update . The order is now almost certainly lost, but Seeed Studio are refusing to honour their promise. Given that the last response was another copy and paste, I actually get the impression that they’re trying to delay me beyond the Paypal 45 day dispute period. Unfortunately for me, I thought they were a reputable company, and chose to pay with Alipay…
The issue is caused by EMS’s recent change to their shipping policies, however, I expected Seeed Studio to be more helpful. Simply answering the questions posed in my emails to support regarding insurance and procedures for lost packages, or following up on the status of the parcel like they said they would, could have made this a much more pleasant experience.
My suggestion to other potential buyers is to make sure you pay using Paypal, and make sure you lodge a dispute within the 45 day timeframe if you haven’t received your package. Don’t expect much from customer service.
If the value of the order had been less, I would have put it down as bad luck and moved on. As it stands, I appear to be substantially out of pocket, and the experience with customer service has meant that I can’t recommend this company to others, and most likely won’t be doing business with them again.