There was a bug that prevented orders from being updated from “processing” to “complete” after being shipped by our fulfillment partner. This issue has now been resolved, and all shipped orders are correctly marked as “complete.” However, due to this fix, an automated email was triggered stating that your order has just been shipped.
Great to say that all prevented orders are being updated from “processing ” to “complete ”. But today there is no package via PostNL.
With PostNL to a Dutch address shouldn’t take longer than two, maybe three days. Yet all orders were shipped by April 9, we were told, still PostNL has scanned nothing on it’s way to me.
It’s getting harder and harder to believe you after all the bad emails that were sent out.
The post.nl app is not allways correct. I often receive some things that was not in the app. And letters some times take about a week to receive.
I never receive anything that comes through PostNL without it showing up in the app. And also, if something didn’t arrive within 3 days, my experience is, it never will.
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Hmm, I don’t recognize that problem @Ria_Banis. In my case, the app is always correct with indicating mailbox mail and even with packages (which often arrive a day late, but the app does say so). To be honest, I never have any problems with it.
But hey, not everyone has the same experience as I do. 
Mine apparently was shipped out on 4-4 at 18:00 but same thing from nl to nl with postnl I still have not gotten it. And am curious when or if it will arrive.
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Hopefully this will be a lesson for Homey as well, saving a few euros on shipping without tracking, but leaving customers frustrated and wondering if the package will ever arrive.
I would have gladly payed a few euros extra if you offered the option of tracked shipment.
What is the cut-off time when we can consider our package missing? The fact that the shipping date was not communicated correctly doesn’t help as well.
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I second the option to have paid for a track and trace. The few euros it costs give you peace of mind, I would always prefer that.
Personally I hardly ever want anything where it is guess work on when it will arrive … hence you wll not see me on the likes of Aliexpress/Alibabab etc.
Hope they arrive soon though as I do believe the team’s intentions, it’s just been somehwat of a clusterf*ck when it comes down to the communication side of things.
Funny thing: I ordered something on Aliexpress 5 days ago (no alternative for sale in Europe), and that arrives tomorrow, with tracking from China to my door.
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You’re kidding, they are even faster at sending than via PostNL. I would have liked to spend a few euros more for Track and Trace but that option was not available. The email of March 31 does suggest that the Dongle will be sent with Track and Trace. It says: “Pre-orders are expected to ship on Thursday, April 3rd, so you’ll have yours soon. Stay tuned for tracking details.”
Especially that last sentence tells me that it was sent with Track and Trace because why else would there be tracking details?
If it is not received by the end of next week then I will have to ask again if they will send a new one and otherwise I will have to inform my credit card company that my payment has to be refunded. Of course I don’t want that but there is no point in waiting any longer. I really hope that Homey comes up with a solution but I actually hope that there will be one in the mailbox tomorrow (I said that yesterday).
I’ve been following this thread for a few days, as my order is also supposed to be on its way, but neither the PostNL app, nor my letter box show any sign of my pre ordered energy dongle.
EDIT: my orders not showing up was apparently caused by DuckDuckGo. In another browser, my orders are visible.
Summary
The funny (#not) thing is… When I log into my account, I see this:
@ChefsSlaad
Last week, it showed both my HP2023 (delivered a long time ago), and the pre ordered dongle.
And now there’s nothing…?
So I couldn’t even cancel if I wanted to?
As my order is supposedly in the mail, canceling is not possible!
This brings back memories to the time when this forum was full of annoyed people asking about their pre ordered Homey Pro 2023. So we could have known it would be like this!
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Have you Loged out and loged in again…
Seen it with old sessions and that fixed it for me.
Yep, again today nothing. If they all had been sent somewhere at sta start of this week, we would’ve seen them by now.
And the fun part is, they say they are sold out but now they are selling them themselves through online shops like bol.com and say they are in stock.
For The BOL platform I have not thet best experience with products in stock…
But I agree it is strange
Thanks. The logging out and in did not do it, but your suggestion helped to find the solution. It was caused by my browser.
Please follow this thread, Athom explains; Bad news concerning the delivery time, but useful (and honest) info:
https://community.homey.app/t/homey-energy-dongle-megathread/133816/76?u=peter_kawa
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If I may offer some feedback regarding your marketing — or more specifically, your after-sales communication — it would be this: underpromise and overdeliver, not the other way around.
This past week, I received emails with subject lines like “Your Homey Energy Dongle is on its way.” Understandably, I got excited. However, the body of the email stated that shipping was merely expected in a few days — not that it had actually shipped.
Then, on the day I believed it would ship, I received yet another email. I thought, “Great, it’s finally shipped!” But no — the email simply said you would start shipping that day. As of now, my order still hasn’t shipped, despite placing it immediately after pre-orders opened.
Do you realize how frustrating this is for loyal customers?
We all understand that marketing sometimes paints a prettier picture — that’s just the nature of business. But making promises to customers after they’ve already bought your product, and then failing to meet them, creates distrust and damages your brand’s reputation.
Frankly, after several disappointing experiences, I won’t be pre-ordering anything from Homey again. You’ve lost my trust, and that’s not easy to rebuild.
Please rethink how you handle communication with your existing customers. Expectations matter — and right now, you’re setting them poorly.
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I completely agree with phusebox, especially the lack off communication is disturbing.
If there is a delay, just explain and be transparant, especially to your (loyal) ambassadors.
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