Hi XYZ,
You have received this email because you most likely have experienced delays in our shipments leaving from our New York warehouse
during early- to mid-January.
We would like to take this opportunity to deeply apologize for the inconvenience we most certainly have caused you.
Due to a fairly complicated customs problem, thousands of our packages were held up for weeks without our company being notified by
our freight forwarder. Needless to say, we shall no longer be using the freight forwarder in question!
However, after being persistent in chasing the cause of the problem ourselves, we can finally report that we have immediately paid
all due customs charges thereby solving the problem and the shipments should all arrive within the coming week (February 2nd - 7th).
We have now taken a few steps to avoid this kind of problem in the future. We have revamped the shipping policy from the warehouse
in question and we will now solely use Deutsche Post for our international shipping from our New York warehouse.
Deutsche Post has been the most consistent postal service when shipping to European customers (Royal Mail used to be just that, but
not anymore it seems).
Please note that we will continue to clear your packages through customs if you live within the EU. Therefore you will not
experience any extra expenses when ordering from
www.AxelMusic.com - It is because of this special service that the recent delays
happened, but we want to continue our 'hassle-free' service - only without delays, obviously!
We understand and appreciate the almost ridiculous amount of patience you have shown us during this period as well as the sporadic
delays we have seen over the past few months.
Once again, on behalf of the entire company and all my colleagues, I sincerely thank you for your support of our company and I
deeply apologize for the situation.
Kind regards,
Rasmus Christiansen
CEO
www.AxelMusic.com
PS: A lot of customers has requested a 'freight sale' like the one we did back in October 2008. Once the above situation settles, we
will look into this and most likely offer our customers a similar deal. Stay tuned