Thank you for your detailed message. We truly regret the inconvenience and frustration you’ve experienced and appreciate you taking the time to share your feedback.
We have thoroughly reviewed the communication history and timeline of events relating to your order. Your package was shipped on March 31st via FedEx, and you first contacted us on April 5th requesting an update. According to the tracking records, a hold for pickup was placed on April 4th, and on April 6th, you informed us that FedEx was investigating the whereabouts of the parcel, requiring shipper cooperation. We understand your concern that you had to request tracking details manually — this is certainly not the level of service we aim to provide.
We sincerely apologize that you did not receive the tracking information after your order was processed. We've identified and resolved the issue that caused this. Please note that we have fail safe systems in place where even if our system does not send an email with your tracking number, FedEx's system will send an email once the label is created. We would recommend also checking your spam/junk folder if this email was missed, as unfortunately we cannot control FedEx's emailing system.
Our team responded on April 6th to your support request, advising that we had raised the issue with our logistics team and would follow up by Monday, April 7th. We also noted that sending multiple emails in a short period may push newer messages further down our queue due to how our ticketing system is structured. That said, we had already initiated an investigation with FedEx after receiving your first email and were awaiting their response — which, as mentioned in our reply on April 9th, can take time due to the need to check at local facilities before determining next steps.
As you noted in your follow-up on April 10th, the parcel resumed movement after being released from customs and you already spoke with FedEx about it. Based on the tracking updates, it was available at a local FedEx facility following your hold request.
To clarify: once a customer initiates a hold request directly with the carrier, any resulting delay or delivery issue falls outside our control. We understand how frustrating this experience was, especially considering the signature requirement and timing concerns at your work address.
In light of your request for a complimentary KVM module and stylus as compensation, we regret to inform you that this could not be approved. However, as a gesture of goodwill and appreciation for your patience, we offered a 5% discount on your next order, which you declined.
While we cannot offer complimentary items, we are happy to assist you in filing a delayed delivery claim — although in this case, FedEx confirmed that the delivery was delayed due to a customer-initiated hold, which disqualifies it from that process.
As of now, your parcel is confirmed to be held at a FedEx facility. We recommend collecting it at your earliest convenience to avoid any storage charges that FedEx may impose. If you do not wish to accept the delivery, we can initiate a return and refund in accordance with our website’s terms and conditions. Please note that any refund would be subject to a restocking fee of up to 10%, and any taxes or duties paid would not be refundable.
Once again, we truly apologize for the inconvenience and communication gaps you've experienced. Your feedback has been shared internally for improvement, and we’re committed to doing better in the future. Please let us know how you would like to proceed or if there is anything further we can assist with.
