Shocking Experience: My Christmas Gift Lost Because of Homey’s Logistics Error

Off-Topic
1

Hello everyone,

I’m posting here because I have reached a point of extreme frustration and disappointment with Homey Support regarding my order EU#4227.

What happened

  • I purchased a Homey Pro, 2× Homey Bridge, and a USB-C adapter on November 28.

  • The shipment was handled by UPS to Brazil.

  • Due to a missing commercial invoice from Homey’s logistics team, UPS could not clear the package through customs.

  • I repeatedly contacted support asking for urgent action.

  • Instead of receiving real help, I kept receiving generic responses and no concrete action.

The result

UPS has now confirmed that the package was returned to Homey and delivered to the warehouse in Nieuw-Vennep on December 5th at 15:17, received by Sten Hensing.

This means the entire purchase cycle failed due to an error not caused by me, and despite contacting support multiple times, no one intervened in time.

How I feel as a customer

I am honestly hurt, disappointed, and shocked by how poorly this situation has been handled.

This order was meant to be a Christmas gift, and the lack of urgency, communication, and responsibility from support has made the whole experience extremely stressful.

What I need now

I do not want a refund.

I need Homey to:

  1. Reship my order immediately, with the correct commercial invoice and proper documentation.

  2. Provide a realistic ETA for delivery to Brazil.

  3. Take responsibility for the mistake and treat this case with the priority it deserves.

Why I’m posting here

Because after days of contacting support, I still have:

  • No confirmation of warehouse processing

  • No reshipment date

  • No ETA

  • No acknowledgement of the impact this caused

I genuinely love the Homey ecosystem and bought this product with great enthusiasm.

But the post-purchase experience has been deeply disappointing, and I feel I have not been taken seriously.

I hope someone from the Homey team sees this and helps resolve my case properly.

I will gladly update this post if support finally takes the appropriate action.

Thank you.

2

Hello Bruno,

This sounds like an unfortunate experience.

This is a user forum that is not actively followed by Athom. Your best chance to get things sorted out is to reach out to Athom’s support team directly (https://homey.app/support/), though you have done that already, if I understand you correctly. Maybe @ChefsSlaad can help out.

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4

Hi SunBeech,

Thank you for your message.

Yes, it has been an extremely unpleasant experience. I understand that this forum is mostly user-driven, and I have already contacted Athom Support through the official channel — multiple times, in fact. Unfortunately, despite providing all the required information and even proof that the package has already been returned to Athom’s warehouse, I still haven’t received a concrete solution or a timeline for reshipment.

Part of my frustration also comes from the fact that I live in Brazil, where importing IoT products is already very complicated due to high taxes, strict customs procedures, and the limited availability of these devices locally. When a shipment fails because of missing documentation — something that should have been handled correctly by the logistics team — the entire process becomes even more costly and stressful.

I’m posting here because I’m genuinely disappointed with how this situation has been handled and hoping that someone from the community — or maybe @ChefsSlaad if possible — can help escalate this internally. At this point, I just want my order resent with the proper documentation, and I want to feel that my case is being taken seriously.

Thank you again for trying to help. I really appreciate it.

5

I understand your frustration and hope they are able to sort things out quickly.

And when you receive your Homey gear, I hope you can leave this experience behind and enjoy the fun of exploring all of Homey’s possibilities :grinning_face:.

6

Hi @Bruno_Lopes1 and @SunBeech,

First of all, @SunBeech thank you for bringing this to my attention. @Bruno_Lopes1 I am sorry you had this experience. I will look into why no customs invoice was included in your shipment.

I just checked our support system and I see your support ticket regarding your order. This ticket was submitted on December 5th at 20:20 CET (about 10 hours ago) and has not been picked up by our team yet. I see that our chatbot also recorded a chat regarding your order on December 4th 23:45 CET but we received no follow-up through our ticket system. I see no other tickets at this time. If you could provide me with the earlier ticked IDs I can follow up on that.

I have replied to your support ticket and the support and logistics teams are doing their best to get your order to you before Christmas.

Again, sorry for the inconvenience and I hope this did not ruin Christmas for you.

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