Problems with the official Roxette shop?

We got this e-mail from one of fans – Andreas from Germany. If you had this same kind of trouble with Roxette official shop, just let us know.

In January I ordered some items via the official Roxette merchandise shop in the UK. One item was not delivered, so I tried to get a reply since then. You can read my massages to he official Roxette Merchandise shop bellow. I write this because there might be more fans who have problems like this and I am confused how the “official” shop is treating people who spend their money on Roxette.

UPDATE: We got another e-mail from Andreas where he informed us that after 3 months of waiting, he finally got the missing item.

Andreas wrote:

Hello and hej,

Since I didn’t get any answer for my last 2 mails (from 29.03 and 13.04.) and since I didn’t get the replacement you promised (in an email from 21.03, you apologized and told me you ‘already’ sent an
replacament) I am sending the email to Marie Dimberg, Roxettes Manager.

This case (and email-fight) is unsolved since january this year!!!

Marie, I know you have “better things” to do, but I would like to aks you for help in that case.
In addition I think it is very important that you know how the “official Roxette shop” interact with people who spend their money on Roxette…

BR and thanks in advance

Andreas

Andreas wrote:

Did you send a replacement??? No – you didn’t even sent me an answer. I’m still waiting for the litho…
It’s a mess and a pitty – I’m really fed up!!!

Andreas

Andreas wrote:

Hi,

Since I got nothing up to today I wonder when you sent this replacement…

BR
Andreas

> Roxette wrote:

Dear Andreas

We have already sent a replacement out to you. We apologise for the inconvenience but it is DHL that have lost your package, something we cannot be held responsible for.

Kind regards
Roxette Store

>> On 19 Mar 2010, at 01:29, Andreas wrote:

Hi,

I am fed up!!!! Since more than a month I try to get in touch with you to find out how I could get my lithography (which I already paid). I wrote few emails and had patiance. Right now I’m just disappointed about the way you (don’t) react and that’s the reason why I send a copy of this email to Roxettes Manager, Marie Dimberg (Hej Marie, jag är ledsen man jag hittade ingen annan väg…).

Would you be so kind and answer my emails?
Would you be so kind and let me know what you did, will do and what is the current situation?
Would you be so kind and send me the missing lithography? Or just the money (I paid for more than 2 month ago) back?

Andreas

>>> Andreas wrote:

Hi,

The scan of the postcard is attached. Please let me know what’s the next step…

Andreas

>>>> Roxette wrote:

Dear Andreas

Your parcel has not been returned to us, can you please send us a scan of the postcard they gave you so we have a reference of who to make a complaint to?
We are sorry for the inconvenience caused.
Roxette Store

>>>>> On 3 Mar 2010, at 11:32, Andreas wrote:

Hi,

Why don’t you reply on my e-mails? I’m still waiting!!! I already paid the item I didn’t get….

Andreas

>>>>>>vAndreas wrote:

Hello again,

Did you check this? What is the result? And what is the solution?

Kind regards

Andreas

>>>>>>> Roxette wrote:

Dear Andreas,

We will check our returns for you, it is possible it came back to us as undeliverable.

Kind regards
Roxette Store

>>>>>>>> On 9 Feb 2010, at 16:58, Andreas wrote:

Hello,

I ordered and paid (with VISA) for a shirt, a bag and a lithography. I got the shirt and bag and postcard from German post office which told me to pick up a parcel there – I think this was the lithograph which you sent separately. When I was at the post office they told me that they don’t have a parcel for me. I came back after 3 days and there was still no parcel for me. I filled in a paper to complain about this, but the pepple there told me that it should (and can only) be done by the shipper (that means you). At that point I wrote an email to you to ask you what you / we are going to do in that case? Today I got a phonecall from the German post and learned that I can not do anything about this. YOU have to comlain about this – maybe you got my parcel back. Since I didn’t get an answer on my first email, I ask you to answer to this one. Otherwise I will cancell the payment I did for the lithograph.