Consider ordering from dennedusa.com? Read this first.

Be careful when ordering from ZeptoUSA at Home page

I ordered an optical drive, a replacement keyboard and a cpu from their site. Everything looked to be in order when I first placed my order trough paypal. I was promised a tracking number for my package which i never got. After some time I received a mail stating that they were busy and had detracted the shipping costs to make up for the delay. That's alright I thought. No rush. The days went on and still no tracking number or confirmation that the package was sent. I sent an email asking for the current status. I got this in response:

"
Your package has been shipped monday.
So it should arrive within the next 3 days."

I was relieved. And looked forward to receiving the package. Over a week passed and still no package. Sent a new mail asking for status and got this back

" We just got your package back.
Stating customer unable to receive package.

I don't know what went wrong, maybe you weren't at home.
It is being shipped again today."

This is were it starts to get silly. No delivery company returns a package from Norway to the sender in the US just because they can't get in contact the first day. I also provided my phone and e-mail so they would be able to get in contact with me. I have had several deliveries by UPS before and they always called me if I was not at home. My phone is on 24/7 and I have no missed calls.

I still wanted to give dennedusa the benefit of the doubt. I requested (again) a tracking number for the new shipment, as well as the old one so I could verify the delivery problem. No mail was returned. I mailed all the emails I could find. Addresses which I had gotten responses from earlier.

All was silent. Fearing for the money i paid over paypal I filed a dispute. Today I received this e-mail with broken English to top it all of.

"I see you filed a dispute at paypal.
I thought we explained what the problem was. YOU was NOT at home.
And now you're blaming us. We'll notify paypal and show them you have not
been home.
So they can reimburse you for the other parts less shipping.
Maybe you should order your parts elsewhere. Cause this is not very nice of
you.

Edwin Jungman,
Accounting
DenneD USA"


I have worked with customer relations earlier in my life, and this is a horrible and amateurish way to treat a customer.

If ReneSDK or John Ratsey are willing to vouch for ZeptoUSA I would be willing to reconsider this statement. Until then be warned. Please delete the thread if you consider me to be wrong. I don't know what to call this since I have no definite proof they intended it to go this way, or if it was just plain old poor service skills on their part.

Update: The thread is only two pages long so I won't bother to repeat what has been said here. But in the end I got my refund. Paypal is awesome <3

 

I wait to hear Zepto USA's version of events.

In my experience a good delivery company leaves a card if there is no one at home so that the customer then calls them with a new delivery date.

However, I have a friend who lives in a rural part of the UK who, last year, ordered a HDD. It was sent by courier but never showed up and a couple of weeks later the company he ordered it from notified him that it had been returned because he was not at home (which he had been). I have had the experience of an item that has been out for delivery and never delivered that day. When it showed up the next day and I enquired what had happened, the response was "ran out of time". And I live (when at home) in a big town.

I have a theory that delivery companies (or their staff) do take short cuts. People in remote deliveries or hard-to-find places may have problems receiving their packages with the "customer not at home" providing a good excuse why the package wasn't delivered. And if the system then thinks that the customer was left a card advising to call to arrange a redelivery then no more effort will be made to contact the customer prior to return to sender.

And a few weeks back in Addis Ababa I was waiting for an urgent delivery which I knew was on the van. However, nothing arrived and only in the evening did the tracking system report "unable to find address". So we then contacted the company. However, my mobile number was on the package so a good delivery person could have called me.

My suspicion therefore lies with the courier company. This is why it is essential to get a tracking number, so that the recipient can monitor what is happening and, if necessary, take action.

John

 

Yeah, waiting for ZeptoUSA is a funny game.
I received my part, but it took about 3 months.

seems to be a normal reply every customer gets at least once

 

Please read our emails again. We told you your package ships from Europe. And if you are NOT at home or the courier is sending it back for whatever reason, we can't do anything about that. So the package has be returned to the address in the EU. Just for the record, it was TNT not UPS.

All silent... you sent that email on Friday. We replied on Monday. Do you expect us to reply during the weekend. We are handling over 100 emails a day regarding Zepto parts. I'm sorry that we didn't meet your requirments

What kind of answer did you expect ?
We are working hard for all Zepto clients to get all parts. We even ordered more at a factory to fulfill all clients. And because of a mistake with a package you are claiming that you have been "ripped off" by us and spread all communications between us world wide and filling a claim before we even could ship you the parts again.

We could have left all zepto clients with there problems. But instead we have spent weeks getting more parts for zepto clients.

Have you ever seen bad things on us at these forums, or at whatever forum. Don't think so. We provided way better service then Zepto in Scandinavia ever did, and we still do. Just because something went wrong with your package, and we didn't respond to you within 1 day, doesn't make us a company to be aware of

 

Hmm...that's funny, we placed all items on our website about a month ago.
Please give me your order number so I can verify

 

"Maybe you should order your parts elsewhere"

And that's why I'm selling them also and shipping from Europe..

 

I ordered before things appeared in the shop, there was neither an order number nor a tracking number.
I just wanted to say i received my part, it took very long and the information i got was not what one expects, you should work on this dennis

 

We only shipped the parts that have been ordered in our shop, so you should have a number. I cannot work on things if I can't see what went wrong or who made a mistake. Usually we ship the parts within 2 days after the order comes in. Anyway, glad you received it.

So actually it was a pre-order. I agree on the fact that it took longer then expected. But we had so many Zepto users that needed parts that we were unable to help them out. That is why we needed to order straight from the Taiwanese manufacturer. And that took about 6 weeks (to receive the parts).

 

Yeah... Guys you really need to give Dennis a break here.

After talking to Dennis about it we made the decision to let Edwin go this morning and as of Monday he will no longer be with the company.

I do apologize for all the trouble and yes, dealing with different couriers can be a pain when having things shipped from Europe.

Please bare with us as the last year or so has been very very tough. Issues with parts availability and having relocated etc... We even had to cut our staff dramatically since Zepto filed bankruptcy. All we ask is for everyone to please just be patient

I myself do not work with Zepto full time anymore and it only adds to the already high work load I had. I have to fit a full weeks work into just a few single days.

Thank you,

 

Hi Dave, thanks for checking in.
Dennis said my replacement fan is being shipped from the Netherlands. I know overseas shipments take a few weeks to arrive in the US. Any idea who local courier will be? Thanks, Dave

 

USPS I guess

 

anyway, for a company primarily focused on its online presence, the email is the primary (and sometimes only) point of contact. if there are no/slow replies, its obvious that the customer will feel uneasy.

also, how hard is it to provide a tracking number?

 

just simple...airmail isn't provided with a for us traceable tracking number. Only the carrier can track that. If you want quick shipping with tracking you need to choose FedEx INTL.

I do agree on slow replies. We are working on that.

 

to okristian1

You are rescheduling the delivery every time. And still filed a claim at paypal.
What are you trying to do. you complain about us on these forums, but the one that causes this , is you. You are doing this since a few weeks now.

1Z762VA66897061663
Status: TRONDHEIM, NO 07/13/2010 2:41 P.M. WAREHOUSE ENTRY CLEARANCE
DETAILS, NECESSARY FOR CUSTOMS CLEARANCE, HAVE BEEN REQUESTED FROM THE
RECEIVER / DELIVERY RESCHEDULED

 

It is a bit difficult for me to reschedule anything when I have not been in contact with UPS a single time. As I have told you, I am on holiday. I was at home and fully available for the two first failed deliveries and a while after that before I left.

Rude replies and failure to deliver caused me to ask for a refund and open a dispute which was later escalated to claim.

Delivery rescheduled only means that the delivery has been postponed to a later date. I does not mean that I am changing the delivery date. Feel free to call UPS. I am sure they are happy to inform you how these things work.

I have no intention to willingly do business with you any longer, and I have confidence that paypal will settle this in my favour.

 

You only got one rude reply. And the reason of a delivery failure was not caused by us.

You are not telling the truth here, you personally rescheduled delivery, because UPS told me so, and if you did not they will return or abandon the package.
Don't forget we shipped three times to you, all times you have not been home to receive any packages. And still you are blaming us. We have cancelled the delivery on this last shipment and have asked paypal to review the case and refund you less shipping costs.

You're blaming us for this all, while you are just trying to get everything for free.

 

We can all see the full saga, as told by UPS, here. UPS tried to make delivery on 3 consecutive days and then reported:

However, there is no indication as to whether UPS tried to contact the recipient. I have heard of an instance where a package was returned to sender for similar reasons and my suspicion is that the driver didn't even try to deliver to what was a fairly remote address. There was no trace (such as a card) that the driver had tried to make the delivery but no one was at the address.

John

 

Except the whole saga is not told by UPS. Only the third delivery attempt is described there since the first and second delivery was attempted by different companies.

I do not doubt UPS. I have had no issues with them earlier. I do however doubt the other company (companies?) that previously were hired to deliver attempted to do so. I was at home and eagerly awaiting the package. Why would I order something just to cancel it? What am I getting for free? Riddle me that would you

You lost this battle, and you continue loosing business by yelling at me over the Internet and scaring away potential customers.

 

HAVE BEEN REQUESTED FROM THE RECEIVER / DELIVERY RESCHEDULED

According to UPS the receiver rescheduled the delivery. I have been told he contacted UPS to reschedule.


See your last email ( I do not wish to do business with your company and I stand by my demand for a refund) sent by you this week.

Correct me if I'm wrong but as I see this (together with your claim at paypal) you canceled this order.

You filed a dispute for the full amount while knowing your stuff is at UPS. You didn't take any action to cancel the dispute knowing your order was at UPS. I see this as a way to try to get your order for free.


We sold over 200 Zepto parts already, and you are the only one complaining about this. I don't see this as a way to do harm to our business. Everybody knows that while doing business something can go wrong. You started posting this, so I believe it was your intention to harm us. I just feel that people reading this should hear both stories.

Our battle is not lost yet.

 

Dispute filed 7th of June
Information about UPS shipment received 24th of June

"You filed a dispute for the full amount while knowing your stuff is at UPS"

I most certainly did not.

 

Check again, you didn't take any action to close the dispute while you could see the package was at UPS location in Norway.
So you certainly did know.

 

Well of course not. I did not wish to do business with you any more. Your previous comment about me me opening a dispute when I knew UPS had the package is still wrong.

Dispute opened on the 7th. UPS shipping info received on the 24th.

7 comes before 24.