# Shocking Experience: My Christmas Gift Lost Because of Homey’s Logistics Error **URL:** \ **Category:** Off-Topic\ **Created:** [December 5, 2025, 7:30pm UTC](https://community.homey.app/t/shocking-experience-my-christmas-gift-lost-because-of-homey-s-logistics-error/146453 "2025-12-05T19:30:03Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![Bruno\_Lopes1](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/bruno_lopes1/32/146323_2.png) [@Bruno\_Lopes1](https://community.homey.app/u/Bruno_Lopes1)\ **Post date:** [December 5, 2025, 7:30pm UTC](https://community.homey.app/t/shocking-experience-my-christmas-gift-lost-because-of-homey-s-logistics-error/146453/1 "2025-12-05T19:30:03Z")
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. ---
**Author:** ![SunBeech](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/sunbeech/32/111391_2.png) [@SunBeech](https://community.homey.app/u/SunBeech)\ **Post date:** [December 5, 2025, 7:44pm UTC](https://community.homey.app/t/shocking-experience-my-christmas-gift-lost-because-of-homey-s-logistics-error/146453/2 "2025-12-05T19:44:37Z")
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/](https://homey.app/support/)), though you have done that already, if I understand you correctly. Maybe @ChefsSlaad can help out. ---
**Author:** ![Bruno\_Lopes1](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/bruno_lopes1/32/146323_2.png) [@Bruno\_Lopes1](https://community.homey.app/u/Bruno_Lopes1)\ **Post date:** [December 5, 2025, 8:01pm UTC](https://community.homey.app/t/shocking-experience-my-christmas-gift-lost-because-of-homey-s-logistics-error/146453/4 "2025-12-05T20:01:09Z")
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. ---
**Author:** ![SunBeech](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/sunbeech/32/111391_2.png) [@SunBeech](https://community.homey.app/u/SunBeech)\ **Post date:** [December 5, 2025, 8:12pm UTC](https://community.homey.app/t/shocking-experience-my-christmas-gift-lost-because-of-homey-s-logistics-error/146453/5 "2025-12-05T20:12:36Z")
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 😀. ---
**Author:** ![ChefsSlaad](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/chefsslaad/32/146960_2.png) [@ChefsSlaad](https://community.homey.app/u/ChefsSlaad)\ **Post date:** [December 6, 2025, 5:32am UTC](https://community.homey.app/t/shocking-experience-my-christmas-gift-lost-because-of-homey-s-logistics-error/146453/6 "2025-12-06T05:32:20Z")
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. ---
**Author:** ![Packo1BR](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/packo1br/32/136429_2.png) [@Packo1BR](https://community.homey.app/u/Packo1BR)\ **Post date:** [December 9, 2025, 3:11pm UTC](https://community.homey.app/t/shocking-experience-my-christmas-gift-lost-because-of-homey-s-logistics-error/146453/7 "2025-12-09T15:11:20Z")
As a fellow Brazilian, I undestand your frustration, unfortunally our customs is a mess and totally joke when you need to import any kind of goods. I don’t trust importing things in a time sensitive manner since is common ground that they reject packages sometimes even with the correct paperwork. I had some parcels stuck in Curitiba for 3 months before clear, while the shipping from US to Brazil took only 5 days. That’s why some companies don’t even ship to Brazil anymore. Knowing Homey support I know your order will be deliveried, but the customs are out of their control. And after recieving, if you need help, feel free to contact me in portuguese 🙂