ROCKI Community Forums

Shipping & Order Questions • Re: No Rocki after it "Shipped" 2 months ago.

2014-07-10T09:06:44+00:00

Hi!

I'm sorry to hear about your lesser experience with ROCKI. I don't know the details about your case but sometimes the info given by the tracking system can be a bit confusing. In this case, it could very well be the package is on it way to you while the tracking system says Netherlands. But i would have to be able to check that myself. Could you PM me your order number and email address? This way i can look into your case!

I will try to resolve this issue as fast as possible for you!

Statistics: Posted by Simon — Thu Jul 10, 2014 9:06 am

Shipping & Order Questions • Re: 3 weeks, no Rocki and rude and horrible service

2014-07-10T04:25:51+00:00

I've had the same HORIBLE SERVICE.

Mine says it shipped in May. I'm in the US and they shipped my Rocki to the Netherlands (according to the tracking). They are telling me to go to the post office and customs to "pick it up". At first all I wanted was for them to get me the Rocki but after 8 emails I asked for a refund and they won't give me one unless I pay for shipping! UN BELIEVABLE !

Statistics: Posted by RockiFail — Thu Jul 10, 2014 4:25 am

Shipping & Order Questions • No Rocki after it "Shipped" 2 months ago.

2014-07-10T04:24:28+00:00

Worst service ever! I'm in the US and they shipped my Rocki to the Netherlands (according to the tracking). They are telling me to go to the post office and customs to "pick it up". At first all I wanted was for them to get me the Rocki but after 8 emails I asked for a refund and they won't give me one unless I pay for shipping! UN BELIEVABLE !

Statistics: Posted by RockiFail — Thu Jul 10, 2014 4:24 am

Shipping & Order Questions • Re: 3 weeks, no Rocki and rude and horrible service

2014-07-02T10:26:04+00:00

Hi @filiep

It's unfortunate you have to pay extra taxes on your shipment but it is something we have no control over.

You can choose to refuse the package. This will result in the package being sent back to us by your local customs agency. Once we receive the package again, we will send you your refund.

I hope this helps!

Statistics: Posted by Simon — Wed Jul 02, 2014 10:26 am

Shipping & Order Questions • Re: 3 weeks, no Rocki and rude and horrible service

2014-07-02T08:57:55+00:00

They only mentioned this after my complaint that they didn't mention it. So to late. I asked my money back and the shipment costs as they didn't warn me for extra costs.

jbryer wrote:
Do they not provide tracking numbers anymore? I got my ROCKIs from the Kickstarter and we got tracking numbers.

On the order page it states "IMPORTANT NOTE FOR ALL PURCHASES ON MYROCKI.COM:
AS WE ARE STILL SETTING UP GLOBAL FULFILLMENT STATIONS, PLEASE NOTE THAT ANY APPLICABLE CUSTOMS FEES, TAXES AND DUTIES ARE THE SOLE RESPONSIBILITY OF THE CUSTOMER.".

To me that sounds like if you order now you risk having it go through customs (and possibly delaying the order). I'm guessing whoever said it shipped from Holland was incorrect.

Statistics: Posted by filiep — Wed Jul 02, 2014 8:57 am

Shipping & Order Questions • Re: 3 weeks, no Rocki and rude and horrible service

2014-06-30T07:20:23+00:00

Hi @TJWest!

I'm very sorry to hear that. There must have been some miscommunication. Where did you hear your device was shipped from the Netherlands? As far as i know, all orders (for now) are shipped from China, until our order fulfillment centers in Europe and the USA are operational.

Once your package is with customs, there is not much we can do to speed up the clearance. Let me know how it goes and don't hesitate to contact me here or with a PM if you have any questions!

Thanks for the support and I'm sure you will enjoy your ROCKI!

Statistics: Posted by Simon — Mon Jun 30, 2014 7:20 am

Shipping & Order Questions • Re: 3 weeks, no Rocki and rude and horrible service

2014-06-27T18:00:29+00:00

Do they not provide tracking numbers anymore? I got my ROCKIs from the Kickstarter and we got tracking numbers.

On the order page it states "IMPORTANT NOTE FOR ALL PURCHASES ON MYROCKI.COM:
AS WE ARE STILL SETTING UP GLOBAL FULFILLMENT STATIONS, PLEASE NOTE THAT ANY APPLICABLE CUSTOMS FEES, TAXES AND DUTIES ARE THE SOLE RESPONSIBILITY OF THE CUSTOMER.".

To me that sounds like if you order now you risk having it go through customs (and possibly delaying the order). I'm guessing whoever said it shipped from Holland was incorrect.

Statistics: Posted by jbryer — Fri Jun 27, 2014 6:00 pm

Shipping & Order Questions • 3 weeks, no Rocki and rude and horrible service

2014-06-27T13:11:38+00:00

my Rocki was "shipped from Holland" to Germany on June 8th, to this day, I still have no Rocki.

I have received only rude and useless service from Rocki as to where my parcel is.

The latest was "you have to contact your local post yourself". So, I called them and it is stuck in Customs for the last 8 days. Was it shipped from Holland or CHINA?? Germany does not hold EU packages in customs. So I paid 15$ for horrible delivery times, and now probably have to pay customs fees on top of that.

Unbelievable. You are shooting yourselves in the foot.

Statistics: Posted by TJWest — Fri Jun 27, 2014 1:11 pm

Shipping & Order Questions • Re: No Rocki after 14d and no help

2014-06-24T06:49:08+00:00

Hi @Filiep!

I am very sorry to hear about the lesser experience. This should not have happened. Could you please PM me with the country you ordered from? A quick educated guess tell me Belgium. (Zo ja, dan kunnen we Nederlands spreken)

Statistics: Posted by Simon — Tue Jun 24, 2014 6:49 am

Shipping & Order Questions • Re: No Rocki after 14d and no help

2014-06-24T05:14:27+00:00

OMG the site doesn't say anything about shipment but you would expect that it's fast delivery. They ship it from China. This means you might have to pay extra for customs.

BEWARE IF YOU WANT TO BUY

The only response I got was: "it has been shipped, please wait a few days".

Statistics: Posted by filiep — Tue Jun 24, 2014 5:14 am

Shipping & Order Questions • Re: No Rocki after 14d and no help

2014-06-21T03:57:24+00:00

my wait time was 60 days from ordering online to arrival

Statistics: Posted by brucelyons — Sat Jun 21, 2014 3:57 am

Shipping & Order Questions • No Rocki after 14d and no help

2014-06-20T12:13:01+00:00

Hello,

I ordered my Rocki from the site. Got the response that it was shipped 7/6/14. Untill today no Rocki. The "help"desk only sends screens from the tracking. I can track my parcel but that doesn't help. You charge 15 dollars and my shipments from china that I ordered the same day are faster then the country next to mine. I can order anything big and have it delevered from the netherlands the next day but a rocki.... no can do.

PostNL says they only got the parcel the 16 of june. So either you send it out to late or PostNL doesn't do what they are paid for.

I want a refund for the shipping costs.

Statistics: Posted by filiep — Fri Jun 20, 2014 12:13 pm

Shipping & Order Questions • Re: NO responce to emails, kickstarter, or anything. No rock

2014-06-18T09:09:26+00:00

Hey Y'all! Have you received any help yet? If not, let me know and i'll help you out!

Statistics: Posted by Simon — Wed Jun 18, 2014 9:09 am

Shipping & Order Questions • Re: NO responce to emails, kickstarter, or anything. No rock

2014-06-12T06:22:43+00:00

Same situation here... No response, no rocki,...

What a lack of professionalism !

Hope I'll get my rocki play+ one day...

Koroduga

Statistics: Posted by koroduga — Thu Jun 12, 2014 6:22 am

Shipping & Order Questions • Re: NO responce to emails, kickstarter, or anything. No rock

2014-06-07T04:25:57+00:00

Same here. I ordered a Rocki+.

Statistics: Posted by water500 — Sat Jun 07, 2014 4:25 am