Slow start, outstanding finish - Joyce and the Delaware team made an impossible shipment work
My package was a genuinely difficult case: a 122-inch rolled screen that exceeded every courier's length limit, meaning the only standard option was dedicated freight at a quote of nearly $4,000 - several times the item's value. It sat in the US warehouse for a long time (months of waiting, presumably an overloaded warehouse). Honestly, I was close to writing the item off.
Then the support team turned it around completely. Joyce took ownership of the case, storage fees for the whole waiting period were waived without me having to fight for it, and the Delaware warehouse team agreed to a custom request: unrolling the screen and folding it, so it fit within normal courier limits. Shipping cost dropped from $3,872 to $272, and the package arrived in Austria without issues.
Thank you Joyce, and thank you to the Delaware warehouse team.