Order 1938693

[Dty]

Hello,
I placed this order on Saturday but I stupidly managed to get the delivery address incorrect. Browser auto fill got them mixed up.
I have sent a ticket via the website but I'm worrying because I need the ticket to be seen before the order gets processed. So I thought posting here would be a good Idea too.
I have fixed the delivery address on my account but it needs to be fixed on the order.
I have been trying to call as well but line seems to be down today?
Please can someone help!
Many thanks!

 

[Dty]

I have just received email that this order is completed and a tracking link. I now have no idea where this going to try to deliver to. The address does not exist.
I haven't had any reply from customer services tickets and still can't get through on the phone.
@CasekingMike can you help? This just got a lot more urgent!
Thanks.

 

[CasekingMike]

Dear Dty,

sorry, even I can only answer within 24 hours and was incapacitated yesterday. Your order was already shipped yesterday since it's an Express parcel and I'll try to forward your correct address to UPS now.

Since the number of people calling us is so overwhelming that our entire telephone system crashes, we have shut it off completely for approximately 2-3 more business days.

Kind Regards
Mike

 

[Dty]

Thanks Mike. I was able to contact UPS myself and correct the address.

 

[CasekingMike]

Dear Dty,

I can confirm, the address has already been corrected. It should arrive today.

Kind Regards
Mike

 

[Dty]

Hi @CasekingMike,
Thanks for confirming that. Would you be able to help me out with this? This order is still on hold in customs in the UK. I contacted UPS and they told me "this shipment is still on hold at the custom due to commercial invoice for them to cleared and released your parcel" They then suggested "I will highly suggest that you need to get in touch with the sender for possible arrangement".
So it sounds like they are asking for Caseking to send them a copy of the invoice so they can assess the customs charge (VAT) that I need to pay before they can deliver. Is this possible?
Getting this memory has become a matter of urgency now! Any help will be greatly appreciated.
Thanks and regards!

 

[CasekingMike]

Dear Dty,

Those documents are sticking to the parcel itself and we're already sending UPS additional copies via mail, because all shipping companies are currently having trouble with the paperwork (to describe it in a polite way).

This is just the typical Brexit phenomenon and there is nothing we can do about it. Most parcels get through already by now and it simply takes a while. The tracking of your order also looks normal at this point in time, it's not on hold or anything. We have hundreds of customers from the UK and Ireland who experience these very common delays right now and you will probably just need to wait a few days.

Kind Regards
Mike

 

[Dty]

Thanks for the quick reply Mike. It seems like UPS are a bit overwhelmed at the moment and giving me the run around. I imagine my parcel is somewhere in a very long queue.
I'll contact them again insisting they have all the required information and see what they come back with.
Thanks again!

 

[CasekingMike]

Dear Dty,

It was as expected, it just takes forever for UPS to get parcels through customs. The tracking now shows "Cleared Customs" and I fear that this is the new normal now for EU parcels to the UK and probably vice versa.

Kind Regards
Mike