(Another) Import Duty query

DeathByFluffy

Contact the seller - they're the ones with the DHL contract and they need to sort it.

RG_Toad

Have tried to contact OM Systems but they don't have a customer service phone number (!) and despite sending them a few messages now via their online contact form, I've not heard a thing. It's not my first purchase from them but then things have gone smoothly before. Reading reviews on TrustPilot it seems that whenever there's a problem with shipping, returns, repairs, etc. weeks of silence is the norm for OM Systems customer service. Bit of a surprise for such a large company and a real shame, as their cameras are good kit.

Got to give a thumbs up for DHL customer service though. I called them a couple of times trying to sort this out and each time there was a human at the other end of the phone who was sympathetic, did their best to help and followed up with helpful emails. They established that OM Systems sent me the right invoice via email but then sent DHL the wrong paperwork with the actual package. Obviously they need the correct VAT/duty paperwork from OM to release the item.

Anyway, having seen the poor reviews I've given up on this OM Systems delivery, messaged them cancelling the purchase, and asked DHL to return the package to them directly - along with tracking info so I can see when they receive it. Thanks born_again for flagging up section 5 of OM's T&Cs.

Ending on a positive note, I ordered exactly the same lens at the same price from Ffords Photoraphic up in Scotland this afternoon, and Royal Mail already have it and expect to deliver it tomorrow morning. So apart from being £800 in the hole with OM Systems for a while, all is now well in the world. 😉

Thanks for all the advice.

reddustrocketeer

https://forums.moneysavingexpert.com/discussion/comment/81868826#Comment_81868826

I'm going through the exact same problem right now. Never had a problem before, only now and the auto response from the OM contact form is that it may take 5 working days to respond! Shocking!