Order processing time

[Colla]

14 minutes ago, LittleChicken said:

I finally received my package today, in good order.

 

The timeline

14 april ordered

18 april "Shipment is on its way" e-mail

21 april "Parcel scanned in terminal"

7 may It changed on wizmo from Fedex to PostNL

8 may "Parcel scanned in terminal" (again.....)

8 may "Parcel departed terminal.

14 may "Shipping update" e-mail

19 may Carrier Handover

19 may Arrived at partner terminal

21 may Received

 

I am sorry to say it this way, but what an incredible shitshow of a postage. The biggest issue isn't the advertised 14-28 days shipping, which turned out to be 33(!) days. But for me it is the lack of proper tracking through wizmo, no clear tracking. Weird 2 weeks of "scanned in terminal" which made me going mad by thinking the package was laying somewhere in a airport terminal or something like that.

 

And yes I have seen the posts in this thread about the free shipping storm which caused delays, that is somewhat understandable. But the lack of proper tracking and communication (only 2 mails, and after contacting a human support getting to know that they had issues with Fedex) made my first order on LTT store a quite bumpy ride.

Yes I couldn't agree more, I got trough the same ordeal.
The thing is very sad, because the products seem very good, at least as first impression....
And if this time one could say "well the shipping was free, you could not complain too much"
If I had paid 30$ (which was the cost of shipping) I would be much more annoyed...

[Chrotesque]

My stuff arrived a day earlier than anticipated now, but in total:

- April 14th - Ordered

- April 19th - Shipment on the way

- May 07th - The shipping label has been created

- May 22nd - Delivered

 

Quality of the products is top notch of course, so I'm happy with that. I sure do hope Wizmo won't be involved in the future.

[Efari]

Fucking hell this is a disaster.

customs is now requesting €104,66 extra for taxes… which I already paid during checkout.

so the IOSS was not specified by LTTstore?? 

You know what would help?  if LTTstore support answered my mails with personalized, consice and direct guidance instead of first having the stupid AI answer and then a person writing a generic “we’re sorry for the delay” 

[LogicalDrm]

1 hour ago, Efari said:

Fucking hell this is a disaster.

customs is now requesting €104,66 extra for taxes… which I already paid during checkout.

so the IOSS was not specified by LTTstore?? 

You know what would help?  if LTTstore support answered my mails with personalized, consice and direct guidance instead of first having the stupid AI answer and then a person writing a generic “we’re sorry for the delay” 

Waiting time for reply would be the same, and you would still be as angry. No gain, no loss.

[Efari]

3 hours ago, LogicalDrm said:

Waiting time for reply would be the same, and you would still be as angry. No gain, no loss.

I meant, I wish that the real person would at least try to solve my problem.  Instead the real person’s reply i get is:

[Efari]

@Chrotesque @Colla @LittleChicken @FrenchBaguette did any of you have to pay extra customs duties and/or import duties and/or VAT before you got the parcel delivered?
i suppose those were all above 150 euros since we're talking the shipstorm event here?

[LittleChicken]

12 hours ago, Efari said:

@Chrotesque @Colla @LittleChicken @FrenchBaguette did any of you have to pay extra customs duties and/or import duties and/or VAT before you got the parcel delivered?
i suppose those were all above 150 euros since we're talking the shipstorm event here?

It was well above 150 euros, but no import duties needed to be paid for mine to NL.

[Anazecria]

To add to this, my international order placed on April 28th is still unfulfilled today. 4 weeks later. The support AI today tells me they will escalate it, with the P.S. that human replies are delayed.

I guess it's good there was no shipping fee.

This is my 6th order with LTT and rarely has it gone smooth. The smoothest was ordering the backpack and the dual-layer issue being discovered after mine had already shipped. I've kept ordering because I've liked the products but I'm feeling more foolish every time. When you order an item you should be looking forward to it, not wondering what will go wrong this time.

P.S. I do not want an AI Agent telling me "they're really sorry" and "understand how frustrating this must be." AI by definition doesn't know or care how I feel and to have the AI give this rote response is just patronising.

[Efari]

2 hours ago, LittleChicken said:

It was well above 150 euros, but no import duties needed to be paid for mine to NL.

 

 

well for me the customs didn't find the invoice, so they kept my package and i had to send them an invoice.
because that means human interaction for the customs office, they added €40 handling costs (which wouldn't be there had everything gone automatically, i.e. had the invoice been there), then added that to what i already paid and added another 21% VAT on that total. meaning i paid more than double VAT.
i know i can (or rather: should be able to) recuperate the VAT from LTTstore, but the €40 handling i won't get back. that makes me very mad because it could've been prevented...

 

LTTstore support doesn't even answer my mail, not even with the AI bot... what do? (do they see emails that i replied to them? or do i need to make a NEW email every time?)

[LogicalDrm]

4 hours ago, Efari said:

LTTstore support doesn't even answer my mail, not even with the AI bot... what do? (do they see emails that i replied to them? or do i need to make a NEW email every time?)

The way ticketing systems work, if they are coming from same email, they are combined in one. Coming from different email will be placed at the end of the queue.

[Anazecria]

To update, no further response, but got a tracking number about 30min ago. This is nice, but I would still like to know why my order sat there for a month until I prompted them.

[Colla]

On 5/27/2025 at 6:59 PM, Efari said:

@Chrotesque @Colla @LittleChicken @FrenchBaguette did any of you have to pay extra customs duties and/or import duties and/or VAT before you got the parcel delivered?
i suppose those were all above 150 euros since we're talking the shipstorm event here?

I was surprised, but  I didn't have to pay anything...
It simply arrived at my door a couple of days after it entered Italy (which it was a couple of days after it entered in the Netherlands and was processed by the custom)...

 

Having said that, after 10 days of using the Commuter backpack daily, I can say that I am very satisfied with my purchase: the backpack itself is perfect for my use case, the bottle is very beautiful (and keeps the water cold even after hours). The screwdriver is top notch.

[IkeaGnome]

On 5/27/2025 at 11:50 PM, Efari said:

 

 

well for me the customs didn't find the invoice, so they kept my package and i had to send them an invoice.
because that means human interaction for the customs office, they added €40 handling costs (which wouldn't be there had everything gone automatically, i.e. had the invoice been there), then added that to what i already paid and added another 21% VAT on that total. meaning i paid more than double VAT.
i know i can (or rather: should be able to) recuperate the VAT from LTTstore, but the €40 handling i won't get back. that makes me very mad because it could've been prevented...

 

LTTstore support doesn't even answer my mail, not even with the AI bot... what do? (do they see emails that i replied to them? or do i need to make a NEW email every time?)

If only there was something like a FAQ.

Customs & Duty Fees – LTTStore Global

I live in the UK, EU, or Norway and I've been charged for sales tax twice. What can I do?

Spoiler

 

[Efari]

They’re already not replying to my emails… what’s to stop them not replying to my request for refund??

[IkeaGnome]

13 hours ago, Efari said:

They’re already not replying to my emails… what’s to stop them not replying to my request for refund??

If you don't quote or tag people they won't know you responded to them typically.

 

Let's say you've submitted 2 tickets so far. Seems like it might have been more, but just in case it is at least 2 here's what is likely happening with you and many other people.

You submit a ticket asking something that can be answered in the FAQ.

You submit another ticket asking something that can be answered in the FAQ with no human intervention. This time because it "took them too long to respond." They point you to the correct place in the FAQ and tell you the steps to take to get refunded double tax.

You now have to make a third ticket(at least) to get done what could have been done in the first ticket.

 

You now have 2 tickets that didn't need to be made in the first place to get done what could have been done with just a single ticket. Say 499 other people do this same set of steps with the same number of tickets. There are now a total of 1500 tickets that CS staff have to go through when it could have been just 500. If there's just 10 customer support staff, each one has now gone from 133 tickets they have to answer to 500.

 

If even a copy paste answer and updating of tickets takes 4 minutes. Those people have gone from 532 minutes of work to 2000. They should have had about 8.86 hours worth of work, but now have 33.3 hours of work. They went from being able to handle tickets and catch up in about a day and a half of work(figure 8 hour day, minus breaks and meetings and other human things like going to the bathroom) to about a work week's worth of work. Answering tickets that didn't need to be there. 80% of their time for an entire work week would be responding copy and paste to tickets that shouldn't have existed in the first place.

 

See how that could add a lot to the CS backups? I also think 500 people and 3 total tickets is pretty generous too. It's likely far more than that. 

[Efari]

On 6/1/2025 at 11:33 PM, IkeaGnome said:

If you don't quote or tag people they won't know you responded to them typically.

 

Let's say you've submitted 2 tickets so far. Seems like it might have been more, but just in case it is at least 2 here's what is likely happening with you and many other people.

You submit a ticket asking something that can be answered in the FAQ.

You submit another ticket asking something that can be answered in the FAQ with no human intervention. This time because it "took them too long to respond." They point you to the correct place in the FAQ and tell you the steps to take to get refunded double tax.

You now have to make a third ticket(at least) to get done what could have been done in the first ticket.

 

You now have 2 tickets that didn't need to be made in the first place to get done what could have been done with just a single ticket. Say 499 other people do this same set of steps with the same number of tickets. There are now a total of 1500 tickets that CS staff have to go through when it could have been just 500. If there's just 10 customer support staff, each one has now gone from 133 tickets they have to answer to 500.

 

If even a copy paste answer and updating of tickets takes 4 minutes. Those people have gone from 532 minutes of work to 2000. They should have had about 8.86 hours worth of work, but now have 33.3 hours of work. They went from being able to handle tickets and catch up in about a day and a half of work(figure 8 hour day, minus breaks and meetings and other human things like going to the bathroom) to about a work week's worth of work. Answering tickets that didn't need to be there. 80% of their time for an entire work week would be responding copy and paste to tickets that shouldn't have existed in the first place.

 

See how that could add a lot to the CS backups? I also think 500 people and 3 total tickets is pretty generous too. It's likely far more than that. 

Yeah well, they should’ve thought about answering my first tickets (which were genuine questions, and not in the faq) properly…

i have now paid the customs. And LTT  is refunding their taxes, but that’s 13€ less than what customs asked of me.

and all I get is another lousy “our apologies” 

And now the worst “Thanks for giving us the opportunity to make this right for you” when they did absolutely fuck-all to honor their “trust me bro” and “well make it right” scam “””guarantee”””

[Greiton]

Is there any way to tell if the AI actually transferred you to the human response queue? It has been a week since I tried to get escalated and I have not had any response. I know they are busy and backed up, I just want to make sure my lost order isn't stuck in some AI hell. 

[Efari]

On 6/4/2025 at 12:01 AM, Efari said:

Yeah well, they should’ve thought about answering my first tickets (which were genuine questions, and not in the faq) properly…

i have now paid the customs. And LTT  is refunding their taxes, but that’s 13€ less than what customs asked of me.

and all I get is another lousy “our apologies” 

And now the worst “Thanks for giving us the opportunity to make this right for you” when they did absolutely fuck-all to honor their “trust me bro” and “well make it right” scam “””guarantee”””

Allright. Last update from me.

i finally got my package (order made April 12)

LTT support was in the end able to offer me an additional refund (so on top of the VAT refund). So there’s that. 
I’m no longer mad. They did make it right in the end

[Termite]

On 5/15/2025 at 8:06 PM, Termite said:

Still waiting. Today is day 27 since receiving the first "Shipped" email.
 

Per PostNL.post my package is at least in Europe and shows....

 

"The item is on transport to the country of destination

14-05-2025 20:53"

 

Who knows maybe it will show up by tomorrow. I am not holding my breath.

 

On a more hilarious note, I received a new "Shipped" email. Now with the updated PostNL shipping number, the link of course 404's, and does not work, Wizmo being the dumpster fire that they are.

 

It should be noted that my last order (last September) took about 15 days from order to being delivered.

 

 

 

Just to add a final update. My order was delivered May 19th.  

 

So...

 

-Order placed April 12th

-Marked as "Shipped" April 17th (with FedEx Tracking number)

-Recieved second "Shipped" email now with PostNL tracking number on May 2.

-Order Delivered May 19th.

 

In total 37 days from order placed to delivery.