DJI Mindy Posted at 2019-11-14 19:08
Hi Ramacher, you have our sincere apologies for the clearance delay and the inconvenience caused. We managed to get the order number via your Forum account and are verifying with the related team about the specific situation. We will come back to you immediately once we get any update, appreciate your patience.

Hello DJI Mindy, I see you have helped several people with shipping issues and I am wondering if you can help me. I have had the last two orders rejected by customs and the orders sent back to China. I have called your support twice and both times they said they resolved the issue. But still no drone. My current order is 0019183829003. Please help me understand why I received all the extra batteries I ordered but the drone keeps getting rejected in customs. Thank you

apbalaska Posted at 2-28 09:04
Hello DJI Mindy, I see you have helped several people with shipping issues and I am wondering if you can help me. I have had the last two orders rejected by customs and the orders sent back to China. I have called your support twice and both times they said they resolved the issue. But still no drone. My current order is 0019183829003. Please help me understand why I received all the extra batteries I ordered but the drone keeps getting rejected in customs. Thank you

Hi apbalaska, thank you for reaching out. For your inquiry, we will investigate with our relevant team first and keep you update soon.

DJI Thor Posted at 2-28 17:20
Hi apbalaska, thank you for reaching out. For your inquiry, we will investigate with our relevant team first and keep you update soon.

Thor, any word yet on this issue?
Thanks
AB

apbalaska Posted at 3-6 09:13
Thor, any word yet on this issue?
Thanks
AB

Sorry that currently is still under investigation. I will help you to further chase the status and keep you update as soon as possible.

apbalaska Posted at 3-6 09:13
Thor, any word yet on this issue?
Thanks
AB

Hi apbalaska, I have checked with our team and found out that your delivery failed because the courier could not get in touch with you in time to provide the necessary information to the importer for customs clearance. Can you please confirm if you received any phone calls or emails from them regarding this matter?

DJI Thor Posted at 3-7 00:26
Hi apbalaska, I have checked with our team and found out that your delivery failed because the courier could not get in touch with you in time to provide the necessary information to the importer for customs clearance. Can you please confirm if you received any phone calls or emails from them regarding this matter?

Thor,
Thank you for looking into this matter. I did receive a call. They left a voice mail. Here is what it said, "Since you were not able to receive this phone call your order will be sent back to China". There was no opportunity to call and have them reverse it. They called once and since I was not able to pick up the call they rejected the order.

This has happened twice. Is there another way I can get this product?

What really stinks is I ordered 8 extra batteries for this drone and received those just fine but since I don't babysit my phone I can't get the drone. Does that make sense?

So how can anyone order this drone and receive it without having to babysit my phone?

apbalaska Posted at 3-12 07:34
Thor,
Thank you for looking into this matter. I did receive a call. They left a voice mail. Here is what it said, "Since you were not able to receive this phone call your order will be sent back to China". There was no opportunity to call and have them reverse it. They called once and since I was not able to pick up the call they rejected the order.

Hi. We are sorry for the inconvenience caused. We'll continue to communicate with our relevant team for further assistance. Rest assured that this will be taken care of and handled accordingly. Thank you for your understanding.

DJI Diana Posted at 3-12 12:01
Hi. We are sorry for the inconvenience caused. We'll continue to communicate with our relevant team for further assistance. Rest assured that this will be taken care of and handled accordingly. Thank you for your understanding.

Thank you. Does this mean you will be fulfilling this order?

apbalaska Posted at 3-13 07:56
Thank you. Does this mean you will be fulfilling this order?

Hi. We have already forwarded this concern to our dedicated team for further assistance. Could you please confirm if you have received any phone calls or emails from them regarding this matter? Thank you.

DJI Diana Posted at 3-13 12:36
Hi. We have already forwarded this concern to our dedicated team for further assistance. Could you please confirm if you have received any phone calls or emails from them regarding this matter? Thank you.

Diana, Thank you. I have not received an email or call back. Feel free to give them my phone: 907-843-0589 or email: aberkoski@dlgdsd.org
Thank you Again
Andrew

apbalaska Posted at 3-15 11:11
Diana, Thank you. I have not received an email or call back. Feel free to give them my phone: 907-843-0589 or email:
Thank you Again
Andrew

Hi, Andrew. Due to customs clearance, your orders have partially refunded due to the fact that we cannot arrange and resend it from our warehouse in China. The team will try to check if they can place the order again and ship the package from US warehouse. I have forwarded your contact information also for their attention. I'll help to keep monitoring this, Andrew. Thanks again for being patient.

DJI Diana Posted at 3-15 11:34
Hi, Andrew. Due to customs clearance, your orders have partially refunded due to the fact that we cannot arrange and resend it from our warehouse in China. The team will try to check if they can place the order again and ship the package from US warehouse. I have forwarded your contact information also for their attention. I'll help to keep monitoring this, Andrew. Thanks again for being patient.

Thank you Diana, greatly appreciated.

apbalaska Posted at 3-20 07:53
Thank you Diana, greatly appreciated.

You're most welcome. It's my great pleasure to help.

Good morning Thor and Diana, I still have not heard from any representative of DJI regarding this matter. I have 8 extra batteries and no drone. Can you please give me the name and contact of someone at DJI who can help me. Please.

apbalaska Posted at 4-2 08:43
Good morning Thor and Diana, I still have not heard from any representative of DJI regarding this matter. I have 8 extra batteries and no drone. Can you please give me the name and contact of someone at DJI who can help me. Please.

We sincerely apologize for any inconvenience this has caused you. We appreciate that you have been waiting for a resolution for quite some time, and we sincerely apologize for keeping you waiting. However, we have yet to receive a response from our relevant department on this issue. We've already sent a follow-up, and they're almost certainly examining it right now. We sincerely request your patience and understanding once again as we wait for their response. Thank you so much for your encouragement.

apbalaska Posted at 4-2 08:43
Good morning Thor and Diana, I still have not heard from any representative of DJI regarding this matter. I have 8 extra batteries and no drone. Can you please give me the name and contact of someone at DJI who can help me. Please.

Hello apbalaska. Thanks for your patience. I've looked into this with the appropriate team today, and they scheduled a call to your phone number. Can you confirm if you received the call and if it was successful? Please inform me so I can offer further assistance. Thank you for your understanding and support.

I purchased my DJI Air3 S in November and all the accompanying equipment.  It has been held in customs for over 2 weeks. It was due to be delivered on December 5 and still has not left customs clearance. Same on amazon I tried to order a DJI mini 4k and it even got held in customs.

Abraham Crowe Posted at 12-7 10:17
I purchased my DJI Air3 S in November and all the accompanying equipment.  It has been held in customs for over 2 weeks. It was due to be delivered on December 5 and still has not left customs clearance. Same on amazon I tried to order a DJI mini 4k and it even got held in customs.

Hi Abraham, we apologize for the inconvenience. We noticed that you have communicated with our relevant department about re-delivery, and we will ask them to reply to your email as soon as possible. Thank you for your understanding and cooperation.

I send all proper documents they even ask me for irs documents SMH

Stenley Joseph Posted at 12-27 19:33
I send all proper documents they even ask me for irs documents SMH

Hi Stenley. Thank you for your understanding and cooperation. Did you encounter any problems with your package? If so, could you tell us your order number? So that we can better help you.

What supposed to be a 2 days delivery became a nightmare. I am about to leave for abroad and 15 days with delays delays delays customs delays delays. I reached to support with the same we will get back 24 48 hours lies. This is unacceptable why you ship internationally if you don’t have clearance. Should never buy from DJI store

djiuser_zC5OiFk56fly Posted at 1-3 05:03
What supposed to be a 2 days delivery became a nightmare. I am about to leave for abroad and 15 days with delays delays delays customs delays delays. I reached to support with the same we will get back 24 48 hours lies. This is unacceptable why you ship internationally if you don’t have clearance. Should never buy from DJI store

Hi there, sorry for any inconvenience caused. May we confirm if your order number is *********9007? We will forward it to our relevant team for further review after confirming. We appreciate your kind patience and understanding.

djiuser_zC5OiFk56fly Posted at 1-3 05:03
What supposed to be a 2 days delivery became a nightmare. I am about to leave for abroad and 15 days with delays delays delays customs delays delays. I reached to support with the same we will get back 24 48 hours lies. This is unacceptable why you ship internationally if you don’t have clearance. Should never buy from DJI store

Hi there, hope everything is going well for you. We have checked that you have not replied to our private messages. Could you please kindly check it and reply to us? Looking forward to solving your problem. Thanks for your cooperation and understanding.

Ordered mine 12/27/24 it’s now 1/19/25 and still in UPS possession in Louisville Kentucky. Can someone tell me what is going on? I keep getting different stories

djiuser_s3hveSi23EZ8 Posted at 1-19 12:18
Ordered mine 12/27/24 it’s now 1/19/25 and still in UPS possession in Louisville Kentucky. Can someone tell me what is going on? I keep getting different stories

Hello there, we appreciate you bringing this to our attention. We truly regret any inconvenience you've experienced and want to make things right. In order to assist you effectively, could you please provide us with any relevant information, such as the order number, so that we can conduct a thorough investigation from our end ? Your cooperation is greatly appreciated. Looking forward to your prompt response. Thank you.

djiuser_s3hveSi23EZ8 Posted at 1-19 12:18
Ordered mine 12/27/24 it’s now 1/19/25 and still in UPS possession in Louisville Kentucky. Can someone tell me what is going on? I keep getting different stories

Hello, I have contacted you via private message, please check it out, thank you.

I’m have reached out to DHL. I have contacted customs and asked DJI to help. My shipment is still sitting in customs in Cincinnati and has not been cleared. No one can tell me what the hold up is but it’s been 10 days in clearing process. This is second one I have ordered the first was lost by Amazon so I ordered direct and has been frustrating  DJI mini 4 pro RC2

Jerald Bankston Posted at 1-21 13:41
I’m have reached out to DHL. I have contacted customs and asked DJI to help. My shipment is still sitting in customs in Cincinnati and has not been cleared. No one can tell me what the hold up is but it’s been 10 days in clearing process. This is second one I have ordered the first was lost by Amazon so I ordered direct and has been frustrating  DJI mini 4 pro RC2

Thank you for keeping us notified on this and we are truly sorry about the experience you had. If you would like for us to check on this on our end, please help us by providing your order number.

Thank you for your understanding, your cooperation is greatly appreciated.

Jerald Bankston Posted at 1-21 13:41
I’m have reached out to DHL. I have contacted customs and asked DJI to help. My shipment is still sitting in customs in Cincinnati and has not been cleared. No one can tell me what the hold up is but it’s been 10 days in clearing process. This is second one I have ordered the first was lost by Amazon so I ordered direct and has been frustrating  DJI mini 4 pro RC2

Hello. Jerald. We noticed that your order has been stuck in customs for a long time and there has been no further update. Given this situation, we suggest that you apply for a resend or refund. Do you need to resend or refund? We look forward to your reply, thank you.