What's happening with my order???

ucheoma

Active member
Order placed on the 27th of August to take advantage of Nutraplanets international expedited DHL service.

Package appears to have arrived UK on the 5th but since then has been stuck somewhere in the UK.

What exactly is your window based on your expedited service? It doesn't feel like an expedited delivery service to me

I've contacted the admin got no response! Contacted SOLUTION at least a week ago. Someone please give me am update. This is my first time of using nutraplanet by the way!
 
ucheoma said:
Order placed on the 27th of August to take advantage of Nutraplanets international expedited DHL service.

Package appears to have arrived UK on the 5th but since then has been stuck somewhere in the UK.

What exactly is your window based on your expedited service? It doesn't feel like an expedited delivery service to me

I've contacted the admin got no response! Contacted SOLUTION at least a week ago. Someone please give me am update. This is my first time of using nutraplanet by the way!
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I did reply back to you. I messaged you back within an hour from your initial concern.
I also linked you to the response from Nutraplanet15 in the Message for you with the explanation of the DHL shipping

Here you go:
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^^^^
Once it leaves the US and passes your customs then it is in the hands of your local carrier whom will finish the delivery of your package. NutraPlanet15 explained in the post above what happened with testing the DHL service for last month. Another reason we did not charge you anything for it was because it was a test to see how it would react with our international customers.
 
Sorry SOLUTION. i should have mentioned you responded to my PM. I have just seen the response from Nutraplanet, 3 days ago?. Still a direct response from NP would have been good

Im completely confused now? Am i or not on the DHL expedited delivery? or just the equivalent to the FIMS? Also not quite sure what you meant you didn't charge me anything as i paid the advertised £7.99 shipping fee?
 
Also, who do i contact ,as you seem to be washing your hands, when an item is the hands of the local carrier. Can you provide me their contact details?
I'm none the wiser why my item is stuck in the UK for nearly 3 weeks.Surely this should be the quickest part of the delivery?
 
ucheoma said:
Sorry SOLUTION. i should have mentioned you responded to my PM. I have just seen the response from Nutraplanet, 3 days ago?. Still a direct response from NP would have been good

Im completely confused now? Am i or not on the DHL expedited delivery? or just the equivalent to the FIMS? Also not quite sure what you meant you didn't charge me anything as i paid the advertised £7.99 shipping fee?
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Sir if you read what NP wrote it clearly explains

"So currently we are sending all FIMS with this upgraded DHL option. Unfortunately, yours was shipped with a comparable DHL option to FIMS. So it looks like 3-4 weeks just like with FIMS. "

Therefore that can be 30 business days which is still in the window for your delivery. Since weekends do not count for days

The 7.99 is regular cost for FIMS the upgraded DHL was no additional charge which was a promotion for August .

ucheoma said:
Also, who do i contact ,as you seem to be washing your hands, when an item is the hands of the local carrier. Can you provide me their contact details?
I'm none the wiser why my item is stuck in the UK for nearly 3 weeks.Surely this should be the quickest part of the delivery?
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You have to contact your local U.K. Carrier . That I don't know as I don't live in the U.K. Nor have I ever been there before . It is not always the fastest part because at customs you never know how long they hold a package that is up to your country before they release it to your carrier.

Whomever usually delivers your packages is probably the best option for you to contact.

I tagged NP15 in regards to the situation, but he covered it pretty clear already in the other thread as the DHL Option was basically FIMS in shipping as we saw with most of the people who ordered. SO therefore they are working on a BETTER Option for you international customers in the future which he hinted at.
 
There are dozens of local carriers. There is no one regular deliverer. Surely DHL will have track of the local carrier that picked it up. And by the way given I am getting the standard delivery option not the upgraded I don't see how you can say I wasn't charged for a service I never received. So much for the promise of 'looking after you'. If it seems to good to be true ...
 
ucheoma said:
There are dozens of local carriers. There is no one regular deliverer. Surely DHL will have track of the local carrier that picked it up. And by the way given I am getting the standard delivery option not the upgraded I don't see how you can say I wasn't charged for a service I never received. So much for the promise of 'looking after you'. If it seems to good to be true ...
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FIMS is 3-4 weeks..and the Option that we original used for DHL looks to be about the same service.... so it was apples to apples. DHL came back and gave us the Packet Plus shipping option for just a little bit more money and those are the packages that are getting delivered 6 to 10 days. So currently we are sending all FIMS with this upgraded DHL option.

Which also refers back to the original promotion here:
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Sir, I have no contact with your local UK Delivery, you could contact your customs in regards to your package. Once it leaves the NP Warehouse it is no longer in the hands of NP, it is in the hands of the carrier delivering the package (DHL/Local Carrier). For example if I order off NP once it leaves NP it is in the hands of UPS/USPS which ever carrier I do decide. If there was an issue I would have to contact them to see what is going on in regards to the delivery of my package. Since I am not an international customer nor have I ever ventured outside the US. Customs can be tricky if it is Canada, UK, Australia etc.. Everyone has different policies/procedures.

Since it has not been past the 30 business - day period of which your delivery falls in. I would hold tight for the time being. I have forwarded your requested to NP15. Therefore he will have some more insight for you which he has already provided in regards to the shipments for the international customers.
 
De6 said:
forget it
you will never receive it i'm sure about that
remember that you did not paid for dhl shipping (upgrade) got it for free but you order what you paid for it's gone to the hell you should say thank you nutraplanet for dhl service and waste your money
it happened with me
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And it did not happen to the plenty of other "International" Customers who did the same thing as you and received their packages.
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And your shipment also stated it would arrive up to the 29th (which is still 4 days away). NutraPlanet15 also confirmed". I would be more than happy to make it up to you on a future order."
So yes he did reply to your post, and yes he did look into your situation.

Also the last time you had a request NP Got back to you within an hour regarding your situation:
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What's the tracking number, as different websites carry updated statuses, might be with customs and waiting on you to confirm it's yours and pay the clearance fee.
 
I've never had all this palaver with NV. Should have stuck with tried and tested. The thread above certainly doesn't imbue me with confidence. Why should i have to spend all this time and effort. Chasing
Expedited 7 day international delivery. Now there's a laugh but the jokes on me!
 
ucheoma said:
I've never had all this palaver with NV. Should have stuck with tried and tested. The thread above certainly doesn't imbue me with confidence. Why should i have to spend all this time and effort. Chasing
Expedited 7 day international delivery. Now there's a laugh but the jokes on me!
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I have addressed this for you. This is another reason why you did not "Pay" for a service that was free. It was a tested DHL international shipping method that we ran for the end of the month promo which did not turn out as expected. NutraPlanet15 recognized that and addressed the consumers, which I have done for you as well multiple times above.

DHL is going to give NP a packet plus shipping option in the future for a little more money in the 6-10 day range as explained below.

The Solution said:
FIMS is 3-4 weeks..and the Option that we original used for DHL looks to be about the same service.... so it was apples to apples. DHL came back and gave us the Packet Plus shipping option for just a little bit more money and those are the packages that are getting delivered 6 to 10 days. So currently we are sending all FIMS with this upgraded DHL option.

Which also refers back to the original promotion here:
Invalid Link Removed
Click to expand...

The Solution said:
Sir if you read what NP wrote it clearly explains
"So currently we are sending all FIMS with this upgraded DHL option. Unfortunately, yours was shipped with a comparable DHL option to FIMS. So it looks like 3-4 weeks just like with FIMS. "
Therefore that can be 30 business days which is still in the window for your delivery. Since weekends do not count for days
The 7.99 is regular cost for FIMS the upgraded DHL was no additional charge which was a promotion for August .
it pretty clear already in the other thread as the DHL Option was basically FIMS in shipping as we saw with most of the people who ordered.[/B] SO therefore they are working on a BETTER Option for you international customers in the future which he hinted at.
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What do you mean by 'addressed the customers? All I could see was some vague explanation. Not even a remote apology.
 
ucheoma said:
What do you mean by 'addressed the customers? All I could see was some vague explanation.
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NutraPlanet15 said:
FIMS is 3-4 weeks..and the Option that we original used for DHL looks to be about the same service.... so it was apples to apples. DHL came back and gave us the Packet Plus shipping option for just a little bit more money and those are the packages that are getting delivered 6 to 10 days. So currently we are sending all FIMS with this upgraded DHL option. Unfortunately, yours was shipped with a comparable DHL option to FIMS. So it looks like 3-4 weeks just like with FIMS. I would be more than happy to make it up to you on a future order.
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Which I have linked you too already in my previous response.
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I understand what you mean. Obviously it is not directly their fault what the delivery courrier is doing with their package, but maybe I am too used to good customer service in my country. Normally, there would be at least an apology, or even a commercial gesture like a coupon, etc. to make up for it. At the end of the day, it is not the fault of the customer either, but deals with all the hassle (slow delivery, no samples), etc.
. Anyway, I was also underwhelmed with how this was dealt with.
 
mbonheur said:
I understand what you mean. Obviously it is not directly their fault what the delivery courrier is doing with their package, but maybe I am too used to good customer service in my country. Normally, there would be at least an apology, or even a commercial gesture like a coupon, etc. to make up for it. At the end of the day, it is not the fault of the customer either, but deals with all the hassle (slow delivery, no samples), etc.
. Anyway, I was also underwhelmed with how this was dealt with.
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I have stated this 4 times now with the response...... (Please read the bold at the very bottom)

and like I have stated when the package is in the hands of customs it could be held for a prolonged period of time which NP has no control over, only the country and their regulations. That is not your fault, nor is it it the shippers fault. If I went to travel to canada is my fault if they hold me for hours waiting for them to inspect my car and what contents I have in it? Nope that is just regulation. Same with if you ship a package up north. I have sent items such as supplements samples and food that were held for weeks for inspection. Not my fault (The shipper), nor the receivers fault (customer) for getting what I was sending them.

NutraPlanet15 said:
FIMS is 3-4 weeks..and the Option that we original used for DHL looks to be about the same service.... so it was apples to apples. DHL came back and gave us the Packet Plus shipping option for just a little bit more money and those are the packages that are getting delivered 6 to 10 days. So currently we are sending all FIMS with this upgraded DHL option. Unfortunately, yours was shipped with a comparable DHL option to FIMS. So it looks like 3-4 weeks just like with FIMS. I would be more than happy to make it up to you on a future order.
Click to expand...
 
The Solution said:
I have stated this 4 times now with the response...... (Please read the bold at the very bottom)

and like I have stated when the package is in the hands of customs it could be held for a prolonged period of time which NP has no control over, only the country and their regulations. That is not your fault, nor is it it the shippers fault. If I went to travel to canada is my fault if they hold me for hours waiting for them to inspect my car and what contents I have in it? Nope that is just regulation. Same with if you ship a package up north. I have sent items such as supplements samples and food that were held for weeks for inspection. Not my fault (The shipper), nor the receivers fault (customer) for getting what I was sending them.
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Agsin I repeat, I have no intention of ever doing business with NP in the future if I don't receive my items
 
SOLUTION and NutraPlanet15. I want to know what the next options are for me. I contacted DHL and have got a nothing response. See their response below.Who is the shipper if not DHL?

It seems no one wants to take responsibility or ownership including yourselves. I think I'm out of the so called window. If you dont agree let me know when the window closes and what you;re going to do for me. You promised to "take care of me". Stand up to your words

Thank you for contacting DHL Parcel and DHL eCommerce regarding the delivery of your shipment.

We regret you haven’t received your shipment yet.
Delivery time delays can be due to weather incidents, customs or backlogs.

In your case, please contact your shipper or online shop to discuss options.

We apologize for the inconvenience you have experienced during the delivery process.
 
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