Bought Stahwille from Amazon.de

[Coach James]

On February 21, I placed an order with Amazon.de for the Stahwille 10 piece set of double box ends. After a couple weeks, I got notices that the wrenches were shipped, in transit, a delivery window followed by more delivery windows all the way into May, then nothing.

Early May, I contacted Amazon and was told that the wrenches were damaged in transit and returned to Stahwille. I asked about a new set being sent out or a refund. The guy at Amazon, Abooboo Amoo or something like that, said because I had waited until May to contact them, there would be no new set sent out and no refund.

I showed him, by copy and paste, the multiple delivery dates going to within a few days prior to me contacting him, but he still said no to either option.

I went to Amazon's Facebook page and posted about the experience. Within a few hours, an Amazon rep contacted me, told me my original order was indeed damaged in transit, but that he had placed a new order to be sent to me. That was May 11th.

The new delivery window is June 22-27, so we will see what happens. I bought from Amazon.de as, at that time, it was cheaper than the American site.

Keeping my fingers crossed.

Coach

 

[jimmyin3D]

Holy **** that *****. I was afraid to order at first from Amazons out of country sites like amazon DE and amazon JP but I’ve had great luck with them. They both seem to use DHL and I guess being on the West coast I always receive my Amazon japan orders within 5days.

With Amazon DE or UK it’s taken anywhere from a week to two. I’ve never seen a delivery date that long though. Are you buying from Amazon themselves or was it a third party seller?

Hopefully it gets resolved soon, that’s too long of a wait for anything especially wrenches since it’s not too heavy or a large box.

 

[Coach James]

It was from Stahwille and fulfilled by Amazon is what the Amazon site stated. Being fulfilled by Amazon was the reason the second guy gave me for them resending the order.

Coach

 

[jimmyin3D]

I see. Don’t give in though, that’s your money and wrenches you paid for. And the double box stahlwilles are awesome, I wouldn’t be able to wait that long to receive them haha.

 

[Odd-job]

Mine got lost in transit somewhere in customs from Amazon UK. I am hoping one day they show up. Although perhaps a customs employee has a nice set of double box ends now. Amazon gave me a full refund and a credit. It was a sad day.

 

[65k10]

Best of luck. I've mostly given up on ordering from amazon.de. Their packaging has generally been poor in my experience with several lost shipments. Once I ordered a set of Stahlwille wrenches (I think the same one you ordered) and I didn't get them until the third try.

If you want stahlwille tools, try misterworker.com. The prices are higher, but based on my first order from them it is probably worth it to avoid the headache of missing tools. I ordered a couple wrench sets and the packaging was very good. I'm looking towards them again if I want more stahlwille.

 

[mrspeed]

I've ordered quite a bit from Amazon.de and UK. Their packaging isn't great and I've had more than one package arrive empty or missing something from a big hole in the package. I've had a couple get lost completely, and a couple more that got returned at the border. I've never ever had any problems with them either refunding or sending a replacement. One time I think I waited over a month after the estimated delivery date before contacting them, and they went ahead and sent a new one. Every now and then they want pictures of the damaged box, but it's always been easy for be to deal with them. The only difference is every item I've ordered was sold by Amazon, not just fulfilled by them.

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[KnurledNut]

Ive had hit and miss success with Amazon.de.
When they ship through DHL, things have been fine, but they required a signature confirmation which was slightly inconvenient. The package looked brand new and crisp. Hard to believe it came from Germany and arrived in pristine condition. Kudos to DHL.
Some items from Amazon.de actually dispatch from the UK. I had one shipped Royal Mail that looked like Godzilla ate it for lunch and regurgitated. Contents missing.
They also ship with Asendia, which has been mostly good. One package arrived empty. Most of the others had contents but packaging was damaged, some severe.
Automation is great until it isnt.

 

[Skin]

Im shocked the CSR thought they could keep your money and give you no product. That's ridiculous.

As far as Amazon Europe, their packaging ***** in my experience. I've ordered maybe a dozen times and i'd wager 30% of the time the box is either destroyed and the product has minimal or no padding or I get an empty box. Im sure your wrenches blew through the box on the sorting belts as they probably had no padding.

Between Japan, US, and EU they're easily the worst.

 

[General Geoff]

I had one shipped Royal Mail that looked like Godzilla ate it for lunch and regurgitated. Contents missing.
They also ship with Asendia, which has been mostly good. One package arrived empty. Most of the others had contents but packaging was damaged, some severe.
Automation is great until it isnt.

If it's any consolation, the missing wrenches probably caused thousands of dollars in damage to whatever sorting machine ate them.

 

[BroncoAZ]

I had a couple Amazon.de orders of the same wrenches around the same time. The packaging was relative ****, but I received everything.

 

[Rory Bellows]

I am going to order the same wrenches one today. The thread about them opened my eyes to different Amazon markets with different prices. Thinking of ordering a Stabila level too. Prices much lower in Germany with free shipping through Amazon.

 

[DanEng]

I have ordered a number of times from Amazon.de. Some went fine, others not so good. To start with the packaging, generally it is ****, with tools running loose in the outside box or arriving with the packaging smashed. Also, their customer care/chat lacks a lot. You are contacted by a person from somewhere, who can barely communicate in English and you try to explain to him the problem.
On one occasion an order of a soldering station listed as 'fulfilled by Amazon.de' which arrived with missing parts, I was told by their chat customer care that they cannot do anything about it.

 

[Coach James]

I got an email update today. It says the item has been "dispatched" and the delivery date is June 19th.

Coach

 

[mike93lx]

Sounds like a lot of effort for some wrenches

 

[BroncoAZ]

Sounds like a lot of effort for some wrenches

Hold these wrenches in your hand and then tell me they aren’t worth the effort to get at 1/2 price. It wasn’t really any extra effort to get the two sets I purchased, just the wait and the maybe. You log into Amazon.de with the same US Amazon account and order them normally, I guess you need to click on the English translation if you don’t read German.

 

[Back In The Saddle]

Any other subtleties in using Amazon.de? Wera was on my shortlist of tool brands to restock my retiree space, but the prices in US stores were a little out of my reach. I like these German prices better.
I take it I won't get two day shipping? Also it sounds like you were dealing with Amazon in the US for issues from Amazon in Germany. Could that be what caused so much trouble in this situation?

 

[JiminAZ]

If you use amazon.de, be sure to tap into their customer support and not the US Amazon CS.

My experience

 

[turnthewrench 2.0]

I take it I won't get two day shipping?

I guess it depends on the location of the tools you order and such. I don't think you can get two days but I got my Stahlwille Combo set in 4 days: from click-to-order until I had them in my hands.

 

[dutchgray]

Amazon's packaging is truly awful here in the UK, often a huge box with the items and no padding at all, whats worse is you don't get any packaging slip so if the box is holed you often can't work out what is missing until all you orders have arrived. Amazon.com is miles better the times I have used it to import stuff, have only ever had one item not arrive. The cheaper prices on .de often make it a good deal even here in the UK, even though much of it will ship from the UK.

 

[mrspeed]

Amazon's packaging is truly awful here in the UK, often a huge box with the items and no padding at all, whats worse is you don't get any packaging slip so if the box is holed you often can't work out what is missing until all you orders have arrived. Amazon.com is miles better the times I have used it to import stuff, have only ever had one item not arrive. The cheaper prices on .de often make it a good deal even here in the UK, even though much of it will ship from the UK.

If there are any items left in the package, you can go into your orders on Amazon and click the link to view invoice details. On that page, they tell you each package that your order was divided into and what items were in each package. If you look at the package containing whatever items were left, you can work out what else was supposed to be in the package.

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[Dakkyz]

I have bought tons of stuff from amazon.DE some of my stuff I buy on the UK site ships from Germany, Italy, France all the time never had a issue personally, from at least 100 maybe more orders.

I have also bought a few things from the US, never had a problem, ***** that it happened to you and they weren't going to give you a refund or the item you paid for.. glad its sorta getting sorted now.

 

[Earl Grey]

I'm in the US and have had great experiences buying Stahlwille from Mister Worker, TBS Aachen and Handtools From Germany (I think the proprietor of HFG, Michael, is a member here).

If you try Mister Worker you have to watch their curious practice of listing the case for an item as a "version" of the item itself (if it seems absurdly cheap, you've probably selected the case).

But at least those options avoid the Amazon or Ebay situation where the entity who gets your money isn't the "seller" or even the "shipper". For international internet transactions I feel like "having one throat to choke" can be helpful if things go wrong.

 

[Bielio]

Purchased a lot from Amazon.de and some from Amazon.jp.

I always make it a habit to make sure it's "ship and sold by amazon" in case of damage (which has happened before) or missing items. Amazon.de has always helped me out and never screwed me.

Sure the wait time is ~14 - 21 days for the standard cheap shipping option but it's worth the wait to get tools for nearly half cost.

I will mirror other's responses: the packaging is garbage.
A lot of the german orders ship from UK or Switzerland, at least in my case.

My $0.02 anyways....

 

[pcmeiners]

"I'm in the US and have had great experiences buying Stahlwille from Mister Worker"

Same here, have to admit their packaging is so secure it is irritating to open.

 

[JBH]

I have ordered a number of times from Amazon.de. Some went fine, others not so good. To start with the packaging, generally it is ****, with tools running loose in the outside box or arriving with the packaging smashed. Also, their customer care/chat lacks a lot. You are contacted by a person from somewhere, who can barely communicate in English and you try to explain to him the problem.

Maybe I'm old fashioned, but shouldn't one expect to communicate with amazon.de in German?

"I'm in the US and have had great experiences buying Stahlwille from Mister Worker"

Same here, have to admit their packaging is so secure it is irritating to open.

What, you don't like all those heavy bands wrapped around your packages?

Mister Worker's communication protocols leave something to be desired. Their system will tell you something has shipped, but won't tell you what's in the box and what's backordered.

 

[DanEng]

Maybe I'm old fashioned, but shouldn't one expect to communicate with amazon.de in German?

They have an English version of the website including customer service.

 

[JBH]

They have an English version of the website including customer service.

One shouldn't expect their customer service A-team to be their foreign language folks.

I had a chat with them today, in fact. As mentioned, their packaging is usually terrible. Today I received a fairly big box with maybe one corner still taped and a big hole in the side. Amazingly, only one small item was missing from the box. So I chatted with their native customer support. While they were not able to just send a replacement for the missing item, they credited me for it and waived the shipping fees (about 75% of the cost of the item!) when I ordered the replacement. I think that's pretty good service, though I would prefer to pay a little more for higher quality packaging to start with.

 

[mrspeed]

One shouldn't expect their customer service A-team to be their foreign language folks.



I had a chat with them today, in fact. As mentioned, their packaging is usually terrible. Today I received a fairly big box with maybe one corner still taped and a big hole in the side. Amazingly, only one small item was missing from the box. So I chatted with their native customer support. While they were not able to just send a replacement for the missing item, they credited me for it and waived the shipping fees (about 75% of the cost of the item!) when I ordered the replacement. I think that's pretty good service, though I would prefer to pay a little more for higher quality packaging to start with.

I've had absolutely no problem emailing their support in English. They've always been very easy to talk to and very quick to replace or refund items, and have credited me as well to reorder items when they couldn't just send a replacement. I think it has less to do with any sort of support hierarchy and more to do with whether the things you ordered we're sold and shipped by Amazon or just fulfilled by Amazon.

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[DanEng]

One shouldn't expect their customer service A-team to be their foreign language folks.

I had a chat with them today, in fact. As mentioned, their packaging is usually terrible. Today I received a fairly big box with maybe one corner still taped and a big hole in the side. Amazingly, only one small item was missing from the box. So I chatted with their native customer support. While they were not able to just send a replacement for the missing item, they credited me for it and waived the shipping fees (about 75% of the cost of the item!) when I ordered the replacement. I think that's pretty good service, though I would prefer to pay a little more for higher quality packaging to start with.

I've had absolutely no problem emailing their support in English. They've always been very easy to talk to and very quick to replace or refund items, and have credited me as well to reorder items when they couldn't just send a replacement. I think it has less to do with any sort of support hierarchy and more to do with whether the things you ordered we're sold and shipped by Amazon or just fulfilled by Amazon.

Well that is nice to hear. It means that their customer care support has improved from when I last needed it.

 

[Coach James]

My wrenches arrived today, five days earlier than I was told. They wee in a box within a box with a small amount of packing paper. The outer Amazon box was beat up pretty good, but the inside box was fine as were the wrenches.

The wrenches feel less dense than my other wrenches, and the finish is good. I'm eager to try them out.

Coach

 

[Downwindtracker 2]

Of Stahwille, Hazet and Gedore (sp) wrenches, I like the Stahwille the best. But wrench feel is a very personal. Mac vs Snap-On sort of thing.