Terrible Experience – Avoid This Headache

[somber cosmos]

Dear Friends,

I placed an order one month ago, and the shipping company has delayed delivery for two weeks now. I contacted wooting support team , only to be told that it’s “not their problem” and that I can only request a refund after the item is delivered—which is beyond ridiculous!

At this point, I feel completely scammed. This company clearly doesn’t care about its customers and will rip you off whenever they can. If you’re thinking of ordering from them, DON’T—save yourself the headache and use your money elsewhere. 🤮

[sleek plinth]

Have you thought about reaching out to the delivery company to figure out what’s the problem? There’s really nothing they can do about shipping once it leaves their warehouse. Would also recommend reaching back out to support about it not delivering for 2 weeks (assuming it’s been at your local delivery facility) and dissatisfaction with the and the answer you were given.

[pearl kiln]

What is your order number?

I can only speculate, but I'm guessing your parcel is being hold up somewhere by the shipping company (for whatever reason). Please try to reach out to them.

If you're no longer interest in your order, we can refund you after the parcel is considered lost (after investigation) or if your refuse the package upon delivery and we receive it back.

We highly care about our customers, I'm assuming something went wrong somewhere. So please reply to the current email chain you currently have.

[somber cosmos]

Dear as per the customer support agent, the delivery company is having some problems with customs. I waited for two weeks and their problem was not fixed. SO i contacted Wooting support and explained the situation and based on their previous email stating that they don't have an expected date for a solution, I requested a refund on my order and for it to be canceled as I need to use this money to buy myself another keyboard ( for sure diffrent brand ) as i cannot wait more than one month to get a keyboard. They replied that they can't cancel my order and that i have to wait god knows how much for the item to be delivered and then return for refund ( add a couple months with the same problem )

[sleek plinth]

Sounds about right…it’s stuck in customs. That’s not a wooting issue and they aren’t just going to refund you and give you a free keyboard once it passes through customs. That’s just dumb. Blame your country.

You’re blaming the wrong party here

[somber cosmos]

it's their responsibilty to work with decent delivery companies and this is not my problem if the delivery company they recruited is shittty. I don't care about a free keyboard especially after what happened . I don't know if you are living in a diffrent world but most decent companies have delay policies and when their items are not delivered on time you have the right to cancel the order.

[sleek plinth]

It’s not necessarily the delivery company’s fault either. It’s a customs issue. Wooting has no pull when it comes to that. I guess I’ve just imported enough items to know that it takes time, especially when you have crappy government regulations.

[somber cosmos]

no as per ewooting support email particularly this company are facing problems with their customs system and iI double checked and confirm that this is the delivery comnpany problem

[sleek plinth]

Also, shipping delay policies with companies don’t apply when it comes to getting held up at customs.

[somber cosmos]

just read man and stop defending for no reason.

[tender gale]

well the same issue happened to me guys this is ridicules, as i have ordered am item from this company and i did not receive my package stating that a problem have done at the customs point!! so any idea how to refund my money back ???
this is one of the a very bad customer service in the MENA region right?

[somber cosmos]

You are 100% right. I would never buy any item again. Join me on my live stream tomorrow to share the experience to all our viewers in Mena Region. I will contact you privately

[fickle skiff]

I am extremely disappointed with this product. The quality is far below expectations, and it does not match the description provided. It stopped working properly after just a few uses, and customer service has been unhelpful in resolving the issue. Definitely not worth the money. Avoid at all costs!

[small grotto]

Damn this is just a Wooting hate train wtf

[wise spear]

Hi @somber cosmos, thank you for sharing your experience. Allow me to provide some context on this situation for yourself and others in Saudi Arabia who are experiencing this problem.

First, I want to make it clear that while Wooting has no capacity to affect how parcel carriers or local country customs handle imports, we do take responsibility to ensure that our customers receive what they purchase or get their money back.

We have policies in place that address a situation when a delivery fails for any reason. These include individual shipment problems like a improper or undeliverable address, or a systemic issue affecting global trade and logistics like tariffs or black-swan events. The standard operating procedures balances what is reasonable to expect from a customer (waiting time, cooperation, and collaboration) as well as what can be expected from parcel carriers.

In this specific case, FedEx is unable to import products to Saudi Arabia. Wooting was neither informed nor consulted in this change, we are reacting to the situation that presents itself to us. We became aware of this problem being a systemic issue versus an individual shipment problem, when it was published yesterday by FedEx.

https://www.fedex.com/en-sa/service-news.html

We have already swapped all pending orders to SA to ship via UPS, at our own expense. We have already updated the storefront to list only UPS shipping options to SA. We are working with our fulfillment center (who is the shipper and holds the account with FedEx) to address how parcels in transit will be handled.

If your parcel fails to deliver and either returns to our fulfillment center or exceeds the predefined timeframe for which it is reasonable to expect this to occur,** then we will send a replacement shipment or issue a refund at our expense.**

You MUST wait for this timeframe to pass, and we firmly believe that this is a reasonable expectation to have of our customers. While you may be of a different opinion, we will adhere to our established policies. These timeframes are published and available, on Discord as well in our help documents.
#🕒│waiting_room message

I am going to lock this thread. If you, or anyone else reading this thread, has any further questions about their individual shipment, this is to be discussed via our customer support at:
https://support.wooting.io