Dear Valued Customers,

We are aware of the concerns and complaints about orders not shipping as quickly as it was prior to January, 2009.

We deeply apologize for not making a clear alert earlier regarding this wait.

To clarify this issue so that everyone can know more about the situation:

***
UPDATE (Feb 15, 2009) A) CSE tickets service time is returning normal 48 hours response on Monday. B) To thank all customers for the patience during this difficult time, in a week tickets (CSE) promised service time will further reduce from the previously promised 48 hours to 24 hours (mon-fri). This will make problem solving dramatically faster. C) Supply status is now normal. All overdue orders because of CNY stock interruption will be shipped within a few days (by Thursday, if not earlier). D) Everyone at DX will continue to work as hard as possible to make tickets answered and orders ship faster and faster.
***

1. We only took Jan 24, 2009 to Jan 30, 2009 off for the Chinese New Year Holiday.

2. Due to ongoing economics crisis, some factories' holiday became much longer this year compare to the last few years, which has been unexpected for DX and took us off guard. Usually most factories in China takes around 15 days to 20 days off for the holiday.

3. [Solved] Before the Chinese New Year, we already purchased large volume products in case products shortage during the holiday, but this wasn't able to fully compensate for the unexpected duration of factories' holidays. That's why there are still some products not available.

4. [Solved] We also accumulated many orders in the holiday. We are now up to speed on orders that we have in stock. As soon as factories are back to business orders will be shipped as quickly as we can package them.

During this special situation mentioned above, a longer time was taken to have orders processed.

If you don't want to wait for your order then you can cancel your order for a full refund via one of the following methods

• Go into your DX Account > click on the order number > click on Cancel Order

or

• Use this form http://services.dealextreme.com/forms/ChangeOrder.aspx?type=Cancel

We will definitely process refund for you upon receiving your requests.

Please be assured that everyone at DealExtreme are now working diligently and in good faith to make shipping and CSE ticket answering as fast as we can. Your understanding is highly appreciated.

Yours sincerely,

Tiffany

DealExtreme Customer Service Manager

Thanks Tiffany. It's ridiculous to see how many complaints there are.

Yes, I know you paid money for your order and maybe even EMS shipping, but there are ups and downs with international business you have to be aware of, guys! I have many orders waiting for supplier, too. But it's really hard to complain with the pricing structure...

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Non-confrontational DX fan, forum "helper", photographer, and seller.

Thanks tiffany for posting this up, but we will still see uninformed posters posting up a lot of crap. DX need not take crap from ignorant consumers, but still do(bravo DX Bravo!)

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Legit paintballer, acquiring DX sells through referrals!
-
Direct ALL the Woodsballers here to buy ALL the LASERS, and scope,
and flesh...oh crap flashlights!
While getting ALL the referral DX points!

Can we get discounts and coupons for those of us who had to wait extra long? I'm definitely not going to be one who gets one because i made my order not too long ago. Just throwing out an idea, i guess.

Definitely a serious problem needed an excellent answer too. Too many new(bie) customers complaining they ordered over the holidays and expecting DealExtreme to ship their order when DealExtreme comes back from the holidays... Wonder how horrid it would be if DealExtreme didn't even have a forum. Lets be honest guys, once you order just stay patient. If you can not wait, you are free to order elsewhere like locally and pay 2-3 times DX's prices. I feel lucky to have been a proud customer for more than a year and still continue to feel lucky to have such great international customer service and great products as well as a friendly forum community to ask questions. I currently have 5 orders ordered on Feb.1/09 and I will continue to wait for all the other orders ahead of mine to ship. This is my point of view on the problem this has caused DealExtreme and tiffany to go around the forum giving priority customer care. And no I do not work for DX... Just a customer.

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thx tiffany just hope the people who love to complan about stuff even with the problems your have see this and stop spamming the fourm with moaning and wait like most of us.

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im no fanboy but dx is great just need to be under stood right by people

Both sides have valid points, but I must say that DX seems to be dropping the ball a bit. I placed an order on 1/22, it shows ready, and has shown ready for quite a while now. Would it be so hard to throw the two small items into an envelope and send it out (since it is ready)? I have other Hong Kong businesses that I deal with and have placed orders with them over the Chinese holiday. Both those other businesses have already packaged and shipped my orders.

Since this is a feedback forum, DX needs to modify the claim that they "usually" ship items within 1-3 days (as shown on the pages of the products). I have never had anything that I ordered from DX ship within that time frame. In fact, the time is usually 7-10 days just to get the product ready to ship. Then there is the lag time for the product to actually leave the warehouse.

I love the prices (otherwise I would not be here), but setting the customer's expectations is something that DX needs to work on. If items are said to be shipped within 1-3 days (or whatever), then I expect them to be shipped in that time. If you tell me it will be shipped within 14 days, then I will expect a 14 day shipping date.

I know that International Business is a difficult thing to understand, due to cultural differences, but both sides need to make allowances in order to make things flow smoothly.

Thanks for listening to my meager opinion.....

thanks Tiffany.



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Howdy from Ohio!

Lets just hope this is prominent enough the people that need to see, do see it.
i would have it on the main product , as I have said before the amount of customers who simply don't even know what a forum is, let alone use one, so they will continue to spam the customer support page, making yet more problems.

So Tiffany it is long overdue this message, I feel you need to make sure it gets to everyone.
or even contemplate a mass email to all customers, stating the above statement, that would work, as they all have to have a legit to make an order.

but still good work all round.

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Please, no 'private' links in signature/Hakan_G

thanks for the great understanding, so please help us spread this message. Words come out from customer's mouth sometimes can get more understanding..

We are not begging for apologize, but just want to clarify the situation.

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Volumerate.com is providing the top wholesale service.