DJDJI★★★★★
Great Company, but expedited shipping would improve delivery.
DJI make excellent drones and are a great company, I love their products and have no issues with them as a company, however their payment process and shipping needs to be improved dramatically. Over the years I have bought TWO Spark Drones (including controllers, 6 batteries and additional accessories),
This review is based around my order for my recent orders over their excellent RoboMaster S1, a pre-order for the Mavic Mini FlyMore and also an additional battery / gamepad for the RoboMaster. This would bring my total revenue spent on their products to well over £2000.
My order for the RoboMaster S1 was placed on the 23rd October 2019, it was being shipped from China so I did not expect a fast delivery time, their site updated to say it had shipped on the 29th October, arriving with me at midday on the 1st November.
I have no complaints about this part of the order as this was expected and service was excellent.
The problem seems to occured over my order for the spare battery and GamePad which I was unable to purchase from any UK retailer. The order was placed on the 3rd November and paid via Paypal for £170, the money was paid to DJI the next day and left my account in the early hours of the 4th November. I have proof of payment from Paypal in multiple images and screen shots, and they also confirmed payment was made to them on the 3rd November.
Their web site claims delivery 8-12 working days after payment confirmation, to me this means that the order should be actually with me on the 13th (earliest), however when speaking to their online support, I was advised payment had not yet been "Received" on my online order, and the expected shipping date was the 13th November and to allow 3-5 days for Delivery (so 16th to 18th November) - Their site clearly says Delivery Time (not Shipping Time)
DJI will not take payment when paid by card from your bank account until the goods are shipped however Paypal take the money immediately and there seems to be a severe delay between it showing online as paid, additionally DJI they have no expedited shipping option.
My order for the Mavic Mini FlyMore, is for a few pounds under £500, this has an estimated delivery of 20-25 working days from payment confirmation. The authorisation has already been processed (but money not taken) and when contacting them on this, I was told the expected shipping date was around 1st to 3rd December 2019, and to allow again 3-5 days for the courier. This again means 30 days to 35 days for the actual order to be processed from start (payment) to finish inc weekends (when I receive the goods), whilst I understand that weekends are not included, it is still 'extra' days you need to wait before you order is delivered.
Having placed my order for the battery and the gamepad with DJI, I was checking the internet about 6pm in the evening of the 4th November and I found a company In Bulgaria who had both in stock, I opted to not order the gamepad from them, but did order one more battery, service from them was excellent and the shop in Bulgaria shipped it on the 5th, and it was delivered to me by 9am on the 6th. I may now order from them in future since their payment and delivery process is far better.
I have had several chats over the order for the battery/gamepad with their online staff, most promise to chase this or email me with an update or expedite my complaint, however 48 hours later and i have not heard anything, I am still waiting a reply to a support email raised on the evening of the 6th November, I was told today in a chat (7th November) that a supervisor will call me in the next 24/48 hours.
Update: 13/11/2019
Order for Battery/Gamepad was escalated after communications with a supervisor and was delivered on the 12th November.
My order for the Mavic Mini Fly More was cancelled and ordered from another supplier who could deliver in under 24hours (my choice as I wanted it earlier). Due to this my rating has been increased from 2 stars to 4 stars, DJI have made a massive effort to escalate my battery/gamepad order, also email me personally and try to speed things up.
2019-11-07
STStore Dji★★★★★
Great Company, but delivery times could be improved with Expedite Shipping
DJI make excellent drones and products and are a great company, I love their products, their shipping times and customer service are poor.
I needed to order a second battery and gamepad for my recently acquired Robomaster (£500) which had arrived on 1st November and had shipped from China on the 29th Oct 2019. (Ordered 23/10/2019)
The problem has occured over this order for the spare battery and GamePad (plus a pre-order - see later in my review) which I was unable to purchase from any UK retailer. The order was placed on the 3rd November and paid via Paypal for £170, the money was actually paid to DJI the same day and the funds left my account in the early hours of the 3rd/4th November. I have proof of payment from Paypal in multiple images and screen shots, and they also confirmed payment was made to them on the 3rd November.
Their web site claims delivery 8-12 working days after payment confirmation for delivery, to me this means that the order should be actually with me on the 13th (earliest), however when speaking to their online support, I was advised payment had not yet been "Received" on my online order, and the expected shipping date was the 14th November and to allow 3-5 days for Delivery (so 16th to 18th November) - Their site clearly says Estimated Delivery Time (not Estimated Shipping Time)
DJI will not take payment from your bank account when paid by card until the goods are shipped however Paypal take the money immediately and pay DJI Immediately- there seems to be a severe delay between it showing online as paid on your website account additionally DJI claim they have no expedited shipping option - which in this day and age clearly needs to be addressed since most orders with free shipping are over a high threshold.
I also have an a pre-order for the Mavic Mini Fly More, this is for an order at £495, again no expedited shipping and this is stated as having an estimated delivery of 20-25 working days from payment confirmation. The authorisation has already been processed (but money not taken) and when contacting them on this one as well, I was told the expected shipping date was around 1st to 3rd December 2019, and to allow again 3-5 days for the courier. This again means 30 days to 35 days for the actual order to be processed from start (payment) to finish which inc weekends (or when I actually receive the goods), whilst I understand that weekends are not included, it is still 'extra' days I now have to wait, when I feel it should be mid-Nov to late Nov before the goods are delivered,
Having placed my order for the battery and the gamepad with DJI, I was checking the internet about 6pm in the evening of the 4th November and I found a company outside the UK who had both items in stock, I opted to not order the gamepad from them (despite the shop offering to ship both), but did order one more battery from them, service from the other retailer to the UK was excellent and their shop shipped it on the 5th (I paid about £15 for UPS - which is understandable), and it was delivered to me by 9am on the 6th. I may now order from them in future since their payment and delivery process is far better.
I have had several chats over the order for the battery/gamepad with DJI online staff, most promised to chase this or email me with an update or expedite my complaint, however 48 hours later and i have not heard anything, I am still waiting a reply to a support email raised on the evening of the 6th November, I was told today in a chat (7th November) that a supervisor will call me in the next 24/48 hours.
UPDATE 09/11/2019: a support ticket was raised and I am now chatting via this ticket, via TrustPilot and also via two other communication lines. Whether this speeds up my order delivery date I will see.
Whilst I understand they need time for authorisation for the payment, on both instances above, funds are already in a seperate account and authorisation made, in respect to the order for £170, funds had already left my account on the 3rd November and I am still waiting for my order status to change to shipped which it should have done at least 4th/5th November.
Update: 8th November 2019 - 6pm
Call was received by Supervisor, however he rang my mobile (not landline which was number passed to him) and when I answered the call ended, so I had to call China to chase it, finally they located the supervisor who then called me back.
Problem was explained and he has said he has 'upgraded both orders to 'Priority' - Not sure if this will make a difference, time will tell
Update: 12/11/2019
Goods for the Battery/Gamepad was shipped 11th November and has been delivered on the 12th November.
I have cancelled my pre-order for the Mavic Mini Fly More Combo which was due to be shipped 1st/2nd December, as I have found a retailer in Europe who has this in stock and it will be delivered on the 13th November.
Update: 13/11/2019
A great personal email from DJI over all issues raised above, order for the gamepad/battery was safely received on the 12th, due to escalation of the the gamepad/battery and all the effort DJI Store have taken to write to me and correspond, plus escalated the above order to arrive 5 days before the shipping/delivery date I have increased my rating from 1 star to 4 stars. The Mavic Mini alas was ordered and delivered from elsewhere but this was because I wanted the goods before the 20-25 days.
2019-11-07
