VKB Shipping to UK

[MoleUK]

As it was there mistake I sincerely hope that they will not add any fee as well as the VAT. Can you please double check that with UPS as otherwise I am more interested in a full refund

Unfortunately, it is new UK government rule. There is a charge of UK VAT for any shipment from the EU. I think UPS charges 11 pounds for custom clearance on top of that. That's why, I propose to refund NL VAT 21% back to your account and ship the parcel based on the new rules. If you do not want to go that route, we will cancel and refund your order, it is not a problem. Let's discuss it further via ticketing system or email.

Just got off the phone with UPS, the rep said it looked like my package had been lost and I needed to file a claim. Any chance I can get the relevant contact info for filling the claim forms?

[MoleUK]

Oh, and they said they'd lost the container. Not sure if that meant an entire container worth of packages was missing or not, if it is there's a chance other VKB shipments have been lost as well. Assuming they went in the same one.

[MoleUK]

the saga continues.

I am now in contact with the UK/IE CCRG Customer Resolution Group of UPS after a scattergun email to the following emails. It seems that the ctomes@ups.com email is the one that sent my case on further but try all of them if you're not getting anywhere
mark.vale@ups.com
keyentryenquiries@ups.com
tamworthhub@ups.com
dabney@ups.com
ctome@ups.com
katherinemerriman@ups.com
kboles@ups.com
preferredgb@ups.com
gbexportqueries@ups.com

having an email sent to most of the head of divisions of the UK, Netherlands, and the US seems to have worked as a lot more information has come to light as to what is going on internally at UPS.

for example, after being told customs was cleared on 27/01 this was inaccurate and wasn't released until 30/01. in UPS's own words

'I have raised a query with our London Hub management in order to have the package located and forwarded on to Exeter where I have made the team there aware of the importance of this delivery and am looking to get this to you as early as possible.'

Hm, might try this. My UPS rep basically said almost all the tracking info was incorrect. The container had been lost and it was auto-filling the info until it turned up. I suspect he was being more honest than he was supposed to be.

[Ryan]

Ok so thanks to the emails posted by Temujin, ctomes forwarded my email to someone that's been very helpful, they said it'll now start moving and they'll keep an eye on it.

If your parcel is stuck in the UK, you need to send your invoice to the ukpostclear email address.
If your parcel is stuck in the Netherlands, they need a copy of your invoice, @Eduard they said there may have been a technical issue and they can't find some you've sent them. They can't give me an email address but said ask the seller to forward another copy.

If it's stuck anywhere else then I don't know, but ctomes will forward your email to a very helpful team based in Nottingham. The other customer services responses I've had were all wrong, they don't think the regular customer service team are able to see if the paperwork is correct or not and this is probably what's causing some problems.

Good luck all.

[flackjmc]

Thanks for the info Ryan and everyone else. I have had my shipment sitting in Eindhoven since the 14th of Jan. @Eduard do you think you could get someone to try send the invoices again and hopefully get the parcels stuck in the Netherlands moving? Order #12952.
Cheers!

[MoleUK]

Ok so thanks to the emails posted by Temujin, ctomes forwarded my email to someone that's been very helpful, they said it'll now start moving and they'll keep an eye on it.

If your parcel is stuck in the UK, you need to send your invoice to the ukpostclear email address.
If your parcel is stuck in the Netherlands, they need a copy of your invoice, @Eduard they said there may have been a technical issue and they can't find some you've sent them. They can't give me an email address but said ask the seller to forward another copy.

If it's stuck anywhere else then I don't know, but ctomes will forward your email to a very helpful team based in Nottingham. The other customer services responses I've had were all wrong, they don't think the regular customer service team are able to see if the paperwork is correct or not and this is probably what's causing some problems.

Good luck all.

Emailing ctome worked for me as well, UPS just rang me to confirm they're on it. They also noted they've had 3 other cases in the last 24 hours all from VKB. My pedals now should be arriving next week, so fingers crossed.

[Galeb]

Mine joystick is still suck in Eindhoven over 2 weeks, now can rep form VKB have alook please? Order number #15279 The package has now been delayed until 10th....

[Harry84]

Yes @Eduard plz can you chase this with your UPS contact plz. Today another missed delivery date. I understand you have stopped shipping to the UK temporarily - that is great - but can you help us with existing orders please? I will have to open a PayPal case as the lack of action/communication from you or UPS is becoming a problem.

[Dezeeb]

My shipping date has also slipped. Latest notification is that is has been released by the clearing agency but this had already been done on the 21st of Jan.

Estimated delivery is now 10th Feb, this shipped on the 6th of Jan.

How long do you expect that it’s reasonable for me to wait?

[cmo]

Same with me. Ordered 6th January and still not arrived. Order 15148.

[elegz]

More than 2 weeks now for my order #15176. I paid 14 pounds for delivery. This express option should've not been offered in the 1st place. I will be requesting a partial refund as soon as I get it. Suggest doing the same. According to UPS, VKB has to do it for us. I emailed VKB but have not received an answer yet.

[Dezeeb]

Quick update from me:

I emailed the ctome@ups.com address and explained the situation, I've also now received a call from the manager in Nottingham. He said his team has dealt with 7 cases from VKB customers so far, so it looks like they're getting through our orders. It's after 5pm on a Friday now so nothing will be done over the weekend but his team are going to get in touch on Monday, I'll update everyone here with what they tell me and see if they can't give everyone's order a kick along the process as well.

[MoleUK]

Quick update from me:

I emailed the ctome@ups.com address and explained the situation, I've also now received a call from the manager in Nottingham. He said his team has dealt with 7 cases from VKB customers so far, so it looks like they're getting through our orders. It's after 5pm on a Friday now so nothing will be done over the weekend but his team are going to get in touch on Monday, I'll update everyone here with what they tell me and see if they can't give everyone's order a kick along the process as well.

I managed to talk to him this morning and it's now moving. Got an update asking for brokering and import charges which I just paid (ouch), so looks good. Should be here monday.

[Dezeeb]

Same thing here, just paid charges now. Hopefully plain sailing from here.

I know one thing though, I'll never use UPS for anything ever again. When you have to email the CEO of a multinational shipping company to get your parcel, something is deeply wrong.

[Harry84]

06/02/2021 12:21 - Your package was released by the clearing agency.
06/02/2021 12:21 - Documents or data needed for export processing are missing or incomplete. We are working to obtain this information. / Your package was released by the clearing agency.
03/02/2021 3:13 Eindhoven, Netherlands Export Scan
30/01/2021 3:05 Eindhoven, Netherlands Export Scan
28/01/2021 23:49 Eindhoven, Netherlands Export Scan
27/01/2021 1:51 Eindhoven, Netherlands Export Scan
26/01/2021 21:58 - Your package was released by the clearing agency.
26/01/2021 1:49 Eindhoven, Netherlands Export Scan

This is the tip of the iceberg for the tracking - I won't bother including the other 20 lines as you get the gist - has it been released by the clearing agency or not?! Do they have the documents or not?! I have emailed 10 different UPS email addresses and personally addressed them, including all the documents and codes (more I would've thought than VKB have done) - I and got an automated response from one. I have been on the phone for over an hour and not gotten through. Can I have a postage refund please whilst I am waiting? Back to my PayPal plz @Eduard. And can you plz do some more work chasing this week.

H