ROCKI Community Forums

[TJWest]

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.

[jbryer]

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.

[Simon]

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!

[filiep]

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.

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.

[Simon]

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!

[RockiFail]

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 !