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I've placed an order with Bergzeit.be on the 17th of July. Estimated delivery time displayed on the website is 2-4 working days. Today we are the 4th of August and I have yet to receive my package. That makes 18 days and counting.
Bergzeit.be provided me with a track & trace code from DHL. When I try to trace that code it mentions DHL has transferred the package to BPOST. When I track the BPOST code it mentions my package is being held by the customs.
However I placed an order on Bergzeit.be. Belgian url, paid Belgian taxes and nowhere was stated this package was going to be send from outside of the EU.
Tracing the package shows us that the original package was send from Switzerland, to Germany and finally Belgium.
I have been trying to reach out to Bergzeit customer service on various occasions with various platforms.
- I've send them a formal complaint and question regarding the customs import fee using the form on their website on Thursday 28th of July. No answer.
- I called them on the customer service number stated on the BE website to follow up on my submitted form. I got to talk with "Leia" who was very unhelpful and couldnt provide me with any answers. We agreed she would send me a follow up email of my question on Monday the 1st of August, which I have yet to receive. On top of that "Leia" did not speak Dutch and her English was below average which made communicating very hard.
- We contacted the customer service team via Facebook on Tuesday 2nd. No answer.
- I contacted Instagram customer service team on Wednesday. Again, no answer.
We're starting to feel hopeless by now. Again, 18 days and counting for a package that has been paid in full and nobody to reach out to.
I recommend to avoid Bergzeit at all costs. They do not follow up on their promises and it seems impossible to get in touch with them. We have no clue whether or not we're ever going to receive this package. If we ever receive this we'll probably have to pay additional custom import fees, not stated on their website at all.