Dear Mr. Holzer,
Thank you for documenting the entire timeline so thoroughly. November 22 ordered, November 23 production started, December 7 packaging completed, December 8 shipped, December 12 arrived safely—you mapped out every single milestone. For handmade custom products, production lead time is both our biggest focus and our greatest source of nervous energy. We need to balance quality with timeliness, and hearing you describe the whole process as "transparent" tells us our communication efforts are genuinely making a difference.
Your decision to upgrade to express shipping was a smart call. Paying $19.98 for on-time delivery—especially during the holiday rush when logistics are under immense strain—was absolutely worth it, and we completely understand why that mattered to you. The actual delivery timeline you experienced also confirms the reliability of our express shipping routes, which gives us confidence as well.
Now, about those customs fees—€13.32, definitely not a pleasant surprise, especially when a package is practically at your doorstep. While this is ultimately beyond our control (customs policies are determined by destination countries), we are actively working on two fronts: evaluating new logistics partners to find routes with smoother customs clearance, and providing clearer fee estimates at checkout to reduce the chance of "unexpected surprises." Our customer service team offered a $4.86 refund—not a full coverage, but a genuine gesture that we don't want our customers to bear these uncontrollable costs alone.
Thank you again for sharing your complete experience with us—both the positives and the frustrations. If you have any thoughts after your build, feel free to reach out anytime.
Happy building,
MyGoBricks Team
concierge@mygobricks.com