droix.co.uk

recent win 5 launch not great

the recent win 5 launch left a bitter taste, seems like communication and execution are rather poor. I get they're a small team, and maybe i'm missing something, but surely if you know exactly how much stock is coming, you can add your orders in an excel and order by SKU to figure out who will be shipped when. Even with some people ordering an extra battery/dock/case/etc you can figure out an que. my experience was i paid for a win 5 and a dock on the 17th of nov, was supposed to be in the first batch. The whole stock explanation on the page was confusing , the win 5 was "in stock", but not really, backordered to the 9th of dec or 29th of dec, but the stock comes those dates, delivery date is sort of hinted at those dates, but not really. Then as orders started to ship after the 9th of dec via the so called "first in first out" there was suddenly a delay with docks, then batteries. Orders with docks were paused, first for a day or two, then until friday, then until the next monday. It happened that i needed to schedule surgery the next moday evening/tuesday morning, so i would not be able to be home and sign for my order , even though i paid for royal mail special delivery. Even though i asked via emails to please split my order and ship my win 5 so i'd home to be able to sign for it, i was told, orders are fulfilled FIFO ( however orders with docks are paused, so not really FIFO ). I looked on ebay and found an early backer was selling his win 5 with the same SKU i had pre-ordered, for a slightly lower price, so got that one, and asked DROIX support to cancel my order as i'd be in hospital anyway, would not be able to sign for it and the order would have to go back. I then get the most CHATGPT reply , complete with emotes and m dashes , apologising , giving me the same docks are delayed reason, but now until the next monday, and offering a 5% refund, even though i said i bought it somewhere else. Only after my second email they ( supposedly ) processed my refund. Of course it takes 3-5 days to get the refund back into the credit card, because why not. Now again, i get they're a small team. I get they're trying their best. I even bought things for them before and had a largely positive experience. But this time, communication was all over the place, order fulfilment seems extremely slow and arbitrary in some ways, absolutely no wiggle to split the order that was supposedly in the first batch, inconsistent or inexistent communication ( i had to ask for updates as it was important for me to be delivered in a week, otherwise i'd be waiting for nothing ), so the whole experience left a bitter taste. I'll be watching my credit card to see if the refund really comes in, if not i'll open a case with them.

Date of experience: Dec 11, 2025