Intelligent Workshop shipping to the US (how long?)

[mprzybylski]

I apologize if this is not the appropriate place to put this but I couldn't really figure out where this should go.  I ordered two sets of Parf Dogs from Intelligent Workshop on March 29th.  I received confirmation of it having shipped on April 4th but have yet to receive the package.  I sent an email to them which went unanswered and a week later I sent another one where I finally got an answer from Tom.  He stated that I should have it by end of the week (last week) but as of today I still don't have it.  I sent another email on Monday asking for a tracking number (as I was never sent one in the first place) and got no reply again. 

1) How long, really, should this shipment be taking?  It's my first time ordering anything not in the US.

2) Has your experience with IW and their email replies mirrored mine?  To say I'm slightly upset at this point is an understatement...

 

[skids]

Just got something from them had a similar experience. Communication was there, but spotty.

In the end they are a stand up business and you will more than likely get what you ordered. I know I had trouble with the tracking so I blame it as much on Royal Mail as anything else. Sit tight it should arrive and if not you always have recourse if you paid electronically.

How that helps ease your mind a bit.

 

[ajones]

I have sent stuff to the states and it just disappears for well over a week maybe ten days once it has arrived in the states so just chill for a bit longer and it will turn up

 

[jmbfestool]

I know calling is not ideal for you but I have never had a problem calling over the phone.

He did say in the other topic having email troubles or something.

Well like I said last time I have had good service from them so I wouldn't worry to much.

Jmb

 

[mprzybylski]

Thanks guys.  I'd feel alot better about it if I even HAD a tracking number to put in on the Royal Mail site but I don't.  I'm hoping (because I see that he is a member here) that he somehow catches wind of this thread and has some input.  I'm not even mad really about the length of time this is taking, I can understand shipping hold ups (especially from the UK to the US). I'm just more angered, I suppose, by the complete lack of communication from a business that seems to by all accounts have a good reputation, at least from what I can gather from the members on this forum.

 

[peter halle]

I wouldn't sweat it yet.  Stuff from overseas typically shows up the day after you planned on using it after re-planning a month in advance.  Or it shows up faster than you could ever believe.

Peter

 

[Qwas]

Overseas shipments are a tough thing. You can have normal shipping issues and delays followed up by Customs and duties delay. I've seen packages get from USA to Europe in 5 days but usually 10 days. And as Peter Halle says, as soon as you plan on 10 days all of sudden you Customs has put a hold on the package. No reason given and not much anybody can do but wait. Sometimes the Customs hold is one day but I've seen them hold it for 30 days.

With the bombing in Boston and police officers called in from anything and everywhere, I would suspect many packages were delayed by Customs because officers were pulled to go looking for the bombing suspects. Then I would expect Customs might be more cautious about which packages get inspected adding more delay. And with the Federal government budget cuts, there is no telling how much that is slowing down Customs.

A  tracking number may be nice to have but last year many of my overseas packages always showed "Awaiting customer drop off" leaving my customers wondering if I even shipped. Very rarely could a customer actually use the "tracking number" for tracking. This year the US post office is better about tracking but I don't know about foreign post offices shipping to here.

One last tidbit, even though you pay more for Priority Shipping, when it comes to lost packages the post office still treats it like regular mail and you have to wait 30 days before you file for a lost package.

So as frustrating as it for you, it is the same for the business at the other end. There's nothing that can be done but wait.

 

[rmwarren]

I wouldn't sweat it yet.  Stuff from overseas typically shows up the day after you planned on using it after re-planning a month in advance.  Or it shows up faster than you could ever believe.

Peter

Ditto - I have sent stuff to Canada and it took almost 3 weeks (went into stealth mode in transit even with a tracking #), but France was about 4 days. Both times USPS Priority Mail.

Purchased small parts on ebay from China, they arrived in < a week.

Go figure.

RMW

 

[festool-D5VEO]

I wouldn't worry to much! Tom is a nice honest guy if not a little hard to get hold of sometimes. I had a couple of minor issues with my last order but it all got sorted and by way of an appology I ended up with more then I ordered!!

Ps the dogs are really..... well.... The Dogs!!!! [big grin]

 

[peter halle]

Oh by the way, I have had stuff shipped to Australia that arrived faster than to California.  Much depends on overall volume of total shipments and airplane vacant capacity.  If there is room it will go earlier. 

Peter

 

[mprzybylski]

Well, if nothing else I at least feel better about the situation now. Thanks everyone for putting my mind at ease.

 

[mprzybylski]

So I waited for it for almost a month and then posted this topic today. Of course when I got home tonight the Parf Dogs were waiting for me as if to stick it to me crisis averted.

 

[ajones]

Hey good news

It is allways the same as soon as you action something it sorts itself.. I would be really interested to see a reveiw of these dogs so if you could

do something I would be gratefull.. happy doging [big grin]

 

[Timtool]

They should stop using royal mail lol, when i ordered my dogs there, and saw nothing coming one week later i got suspicious.
Turns out the package was sent back to them because they couldn't find my address...
They sent it again and then suddenly they did find my address.

it occasionally happens that they can't find my street because it's not on some GPS's but then they usually call in the evening to get directions and deliver the next day.

 

[toolfest.co.uk]

happy doging [big grin]

Footstool, I can't believe you said that!  

Warren

 

[Kev]

Oh by the way, I have had stuff shipped to Australia that arrived faster than to California.  Much depends on overall volume of total shipments and airplane vacant capacity.  If there is room it will go earlier. 

Peter

"Stuff" likes to come to Australia ... it's nice here  [big grin]

 

[IWT-Tom]

Hi Matt

I'm sorry I missed this, I don't actually get time to pop in here as much as I should.  Actually, I'm glad you posted this.  It's very hard for us to explain to our customers why things sometimes go slow when sending overseas.  We use Royal Mail for smaller items purely for cost reasons.  Using UPS would not be viable and I assume the customer is looking to keep the costs down.  As someone said above, once the item leaves us, it's completely out of our control.  Even if it has a tracking number, in many cases, it's not actually 'tracked' until it's delivered.  I want to continue offering our International service, but these delays are making it very difficult for us to keep the customer happy and maintain trust.  We have spent a lot of time making this process smoother, but we can't improve Royal Mail's service.

Also as a company we are experiencing growing pains.  We are at the point where we are so busy with orders and essential 'stuff' that its getting harder to maintain the level of customer care, our customers are used to.  Though this is about to change as we have some re-organisation happening internally.  Our only way to promote trust in our service is by reputation and that needs work.  However, our ebay feedback is one source of independent reviews and I'm also grateful to those here who have spoken positively about us.

The bottom line, is that if you have a problem, send us an email or PM here and someone will get back to you ASAP. 

 

[ajones]

Hey Tom

Everyone should realize its not royal mail that makes posting between countries slow, there are two postal services and two customs services  involved..

Its good to see you are growing the business..

 

[PeterK]

I ordered the router bit set in the circular case a few months ago from Tom. I did all communication direct to Tom using email and he was extremely prompt with replies even with the 6-8 hour time zone differences. I thought the shipping time was reasonable. Don't remember exactly but was about 2 -3 weeks to get across the pond. It takes 5 days for US mail from Louisiana to Michigan!! I once made the mistake of ordering a Festool accessory from Woodcraft and it took 5 weeks!!!! Tom obviously runs a good business and I recommend him highly if you need something NAINA.

 

[builderbob]

I ordered the router bit set in the circular case a few months ago from Tom. I did all communication direct to Tom using email and he was extremely prompt with replies even with the 6-8 hour time zone differences. I thought the shipping time was reasonable. Don't remember exactly but was about 2 -3 weeks to get across the pond. It takes 5 days for US mail from Louisiana to Michigan!! I once made the mistake of ordering a Festool accessory from Woodcraft and it took 5 weeks!!!! Tom obviously runs a good business and I recommend him highly if you need something NAINA.

+1 I ordered the same kit and the timeframe was accurate to Peters as well. I understand the small business challenge to accommodate all parties and it is tough. In times like this when you see companies folding & disappearing, it's nice to see growth in others!