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"Trying to find a way to contact Hasslefree" Topic

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Frenchmerc03 Jan 2018 12:21 a.m. PST

Hello Everybody, I have been using different ways-and failed- to inform Hasslefree that a package I ordered from them hasnt arrived since last november. I know the company reputation is stellar, my issue is that their customer support Email adress has not replied me yet. I also know they are a small entity, and might be busy ( with things like Christmas and the new year…real life…aliens attacking UK and such…)

Also, if anybody living in Asia/ China could tell me if there have been some problems in deliveries from Europe recently, that would be helpful, maybe its just me…>.<
best regards
Francois DROIT

Striker03 Jan 2018 12:48 a.m. PST

I'm also waiting from Nov to the states. Check their page for the email to use. It's in their news section. Yes they say mail problems.

The Dozing Dragon Supporting Member of TMP03 Jan 2018 12:49 a.m. PST

This was on the Facebook page;

It's nothing 'major' but mail is currently slow. It's a perfect storm of things really.

1. The last 6 weeks have been the busiest we have 'ever' had, with Halloween and Black Friday both breaking all previous records and falling at the same time as Kickstarter fulfillment it is 'crazy'.

2. Our post office is down to 1 man (1 woman actually). Just short term but it's also come at the worst time. We can't really make other arrangements right now as the next nearest post office is a while away and we have no prior relationship etc. and…

3. it's Christmas. I was in our PO today 3 times and there was a queue every time. This is the real sticking point as it's slowing down the PO's ability to deal with the doubled workload coming from us. Sadly, for example, Saturday's mailbags hadn't been finished today when I dropped off the first of today's bags.

4. Bad Weather. Just to throw a final spanner in the works, the recent bad weather has added some time to some mail areas too. Delayed flights, trains and so on.

5. If you're worried about your parcel, please see the updates on the front of the website. Our emergency email is bwartemis at gmail dot com. I can't emphasise this enough, with how busy we are emailing the domain emails at the moment could take a while to get an answer (or longer if it goes to spam). Email will go back to normal once we close for the holidays.

We 'are' working on it, but there's not a great deal we can do, we are now prioritising as best we can but we appreciate your patience, especially if the thing delayed is an issue fix or in a couple of cases a re-issued order from a mail loss.

(Oh, I also haven't slept at the unit since last week because the temperature is crazy. I left my half finished cup of tea near the cold part of the unit and the top had frozen when I went in today! One of the milks had also frozen in the fridge!)

Thanks everyone!

You could trying messaging them via Facebook?


doublesix6604 Jan 2018 12:36 p.m. PST

I don't understand why don't they buy a franking machine from the post office if they are posting so much all they have to do is weight it add the paid label and just drop the bag off at the post office (or pickup from local postie van on his round's)

Frenchmerc22 Jan 2018 2:36 a.m. PST

I have tried to contact them using the address provided in their website as well as the one that was used to inform me of a dispatch notification.

The package never arrived, nor have I received any kind of answer in 2-3 months.
In this age where companies pride themselves on being fast to reply and providing good/excellent services, I consider this awful.
I know there have been talks of hospitalization and the fact that Hasslefree is a family business, but taking more than 2 months to answer Emails,or just ignoring them, will get no praise from me.
I consider my money well spent on knowing that other companies will get my savings in the future. The ones that actually deliver products.
Best regards,
Francois DROIT.

Frenchmerc22 Jan 2018 2:37 a.m. PST

Thanks for the people who shared their opinions or gave some advice!
Francois DROIT

Striker07 Feb 2018 12:17 p.m. PST

Dozing, I did message them through FB and that's when I got a response. But it's going on another 4 weeks since then.

Striker02 Mar 2018 1:45 p.m. PST

Have you guys gotten your items yet?

altfritz10 Mar 2018 7:35 p.m. PST

They are also in the middle of a kickstarter fulfillment which – given how great their miniatures are – was probably very highly subscribed to.

altfritz10 Mar 2018 7:37 p.m. PST

I've ordered stuff from Hong Kong that in one case never arrived. In another it arrived but was addressed incorrectly and in two others took the maximum estimated time to get here (actually the following week, IIRC).

Whitehorn11 Mar 2018 2:38 p.m. PST

Worth giving this a read to understand any delays.

Striker03 Jul 2018 2:28 a.m. PST

Still more delays and nothing has shown up yet…..

Striker26 Jul 2018 2:29 p.m. PST

If you have an outstanding order from Hasslefree you should check their FB. Sally is taking action.

Striker10 Sep 2018 11:03 a.m. PST

I got my order today! It took a bunch of emails but with the way 2017 ended and 2018 started for them it's understandable. I think I was the last of the delayed orders and it sounds like they're back on track.

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