The Microbrand StoreReviews of microbrand.store

Response from The Microbrand StoreDec 20, 2021

Hi Daniel, When you placed your order during the holiday weekend, we promptly shipped your watch on the next working day, and you were then immediately sent an update email with the tracking information and a tracking link, so that you could follow the progress of your shipment and see any further updates thereafter whenever you wish. Having checked your tracking just now, we see that your package has been in customs since the 6th December. (Please note no taxes or import duties are payable for this order, but as with all international shipments, the package still does need to go through customs inspections.) That does seem like an unusually lengthy delay to us, but that may be tied to the holiday season between Black Friday and the end of Year Holidays possibly. At any rate, you never tried to contact us to let us know you had an issue and had not received the watch. If you had, we'd have been glad to assist. Given that we shipped your watch to you very quickly, and that we did give you the necessary update with the tracking information for your package, and that you never tried to get in touch with us before posting this review, we do feel that your 1 star rating is very unfair here. When convenient, please do ping us via online chat or email if you prefer, and we'll be glad to assist you further. Best Wishes, The Microbrand Store Team. Update: Thank you for revising your review to remove the comments that we never provided you with any update/tracking or heard from us, which was gratefully appreciated. We also appreciated your understanding that any delay in customs is not our fault. FWIW we do make it clear to every customer before ordering if this is going to be an international shipment. For example, right next to the checkout button we state in emphasized text that "All orders will ship from our overseas testing center". That is one of the advantages to shopping with us, that we make sure every watch is tested right before shipping so we know every watch goes out the door running well. So we did clearly inform you of this before checking out, but are sorry if you somehow missed that since you state it wasn't clear to you that this would be an international shipment. Also, with regard to your shipping estimates comment, right on our home page, in the introductory text at the top rather than out of sight potentially lower down the page, we clearly state that occasionally "delays en route can sometimes occur" and provide a link with full details, which includes typical shipping estimates. Right now, due to the affects of the pandemic and with potentially a reduced number of flights, no airmail shipping service, (DHL, EMS, Fed-Ex, UPS, etc.) will guarantee delivery times, and all can sometimes experience unexpected delays. Delays are not the norm, although we expect more towards the end of the year due to the uptick in holiday shopping and seasonal gift giving. Pre-pandemic, customers could generally expect to see shipments within four business days. During the pandemic a more common number has been seven days. From the tracking, it looks like your package has been stuck in customs for over two weeks without being looked at. Please do get in touch with us so we can assist you with this since this is certainly not the norm, and other packages sent at the same time to your region have typically all cleared customs on the same day they were received. Thank you!