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Topic: Arduino Store problem - no response (Read 15695 times) previous topic - next topic


Hi All,

I am new to Arduino universe;- unfortunately, at very beginning I got stuck with  Arduino Store (store.arduino.cc),
so I am looking for any kind of advice;

On Friday 06 December, 2013 I made an order on Arduino Store (store.arduino.cc) and payment through PayPal,
received Order Confirmation from Arduino Store and from PayPal;
Order Confirmation from Arduino Store had link to Detailed Invoice;
(I live in Croatia - EU country);

On Monday, December 9, 2013 6:02 PM, I have received Order update from  Arduino Store:
"Your order has been updated to the following status:
New status: Update"

Detailed invoice dissapeared from store.arduino.cc,
'Your Orders'  in my profile says 'You have not yet made any purchases';
Yeah, right - I just sent my money to arduino store;-
I haven't received shipping confirmation email, my invoice dissapeared from store.arduino.cc;

Ever since Dec.16th I am repeatedly trying to contact arduino store using  both Store Support form
on store.arduino.cc and regular e-mail to shop@arduino.cc, but no luck - there is no reply from store;

It looks  like they made wrong calculation  with initial invoce - forgot they had to add IVA tax
for Croatia since it is EU country - once they realized this they just canceld my order and kept my money
without any notification - very professional.

In your experience - is this 'normal' - usual with arduino store ?
Never before I had that kind of  experience with on-line stores - not even from China -
one can think that whole store.arduino.cc thing is hoax;

Any advice - besides starting dispute  at PayPal

Thanks in advance



Other people from Croatia are sending me private messages, telling me they have the same problem with Arduino store;

How come people from other countries keep receiving notifications/explanations from arduino store,?

Maybe we should  forget abuot this store - Amazon.de never fails.



i am also from croatia, i ordered yun a week ago, same thing happened.
tried to contact them, they answered that they have some problems with webshop and they are working on it. nothing about my order, even after several emails, no response, so i was forced to open a paypal dispute today.

if they forgot to calculate in IVA, they should either cancel the order and make a refund, or offer to pay IVA in order to ship the item. but they just deleted the order and kept the money, i really didn't expect that from such a reputable name such as arduino.


The same experience here in switzerland.
No or just unusable information from store people.
I am going to contact paypal.......


I´m from spain, the last saturday I did a purchase in arduino store, but in my profiler´s order appear: you don´t have yet made any purchase. The order must already have arrived but I have receive nothing =(. So please HELP!!!!!

here the confirmation email:

> To: miguejcw@hotmail.com
> Subject: Order Confirmation No: 6560
> Date: Sat, 18 Jan 2014 15:04:18 +0000
> From: shop@arduino.cc
> Order Confirmation from Arduino Store
> abel Duran
> Thanks for shopping with us today!
> The following are the details of your order.
> ------------------------------------------------------
> Order Number: 6560
> Date Ordered: Saturday 18 January, 2014
> Detailed Invoice:
> http://store.arduino.cc/index.php?main_page=account_history_info&order_id=6560
> Products
> ------------------------------------------------------
> 1 x 10 jumper wires 200mm male (C000038) = €3.10
> 1 x Arduino Ethernet Shield Rev3 - Retail (A100072) = €32.00
> ------------------------------------------------------
> Sub-Total: €35.10
> GLS (Shipping to ES (1 x 0.12Kg)): €7.00
> IVA 22.0%: €9.26
> Total: €51.36
> Delivery Address
> ------------------------------------------------------
> abel Duran
> C/ Miguel Ángel Isla Lucio Nº7 29130 Alhaurin de la Torre
> malaga
> 29130 - Spain
> Billing Address
> ------------------------------------------------------
> abel Duran
> C/ Miguel Ángel Isla Lucio Nº7 29130 Alhaurin de la Torre
> malaga
> 29130 - Spain
> Payment Method
> ------------------------------------------------------
> PayPal
> -----
> This email address was given to us by you or by one of our customers. If you
> feel that you have received this email in error, please send an email to
> shop@arduino.cc
> -----
> Copyright (c) 2014 Arduino Store. Powered by Zen Cart
> This email is sent in accordance with the US CAN-SPAM Law in effect
> 01/01/2004. Removal requests can be sent to this address and will be honored
> and respected.


I am new to Arduino and ordered a Starter Kit on a french online store.

I must say that seeing the lack of support of the Arduino team on the above problems does not put me in confidence to order on the official store.
Level: Beginner


Unfortunately very similar problem here... (from Hungary).
I ordered an Arduino Mega ADK.

Did you got any meaningful reply since then?



Same problem for me (Italy) ... help!


The same thing happened to me yesterday - Norway


I've got a reply from shop@arduino.cc
They asked me to confirm my address


Same problem for me here(Romania). I have ordered in the past from the "deepest cave-holes of China" and still got better support. Serious Arduino? I have bought from the official store thinking I am doing a good thing to the brand & community.
At least close the shop until you fix your issues.


Got a refund without any prior confirmation. "we are cancelling your order and refunding you the whole amount. Please place your order again on our Arduin Store. We are very sorry for the inconvenience".  What i have ordered is not in stock anymore. Contacted the store again and asked if the products that I've ordered are still available but got no answer.


I finally opened a dispute in PayPal. They told me (twice) there that a support person will contact me, but this not happened. Then I got a refund without asking, and without an explanation.
Ok, I am not robbed or anything, but I'd have been happier with my order.
I am sure that these are good guys, I suspect a system failure + guys cannot keep up with manual administration.
Sad story...


I finally received the Starter Kit  :smiley-mr-green:


Feb 24, 2014, 06:19 pm Last Edit: Feb 24, 2014, 06:23 pm by bboy061 Reason: 1
I'm from Serbia. I purchased Arduino starter kit about 18 days ago, and it's not delivered yet. On the GLS parcel tracking website it says "inbound to GLS location" (stored) somewhere in Hungary, but that status is about 16 days old, and hasn't changed since. I sent 2 messages to store support, but didn't receive a response yet. I contacted GLS shipping service's partner in Serbia, and they told me the shipment is probably delayed because of a lack of customs paperwork, and that I should contact the seller(Arduino store).  :smiley-slim:

As I was typing this, Arduino support answered, and they said they need to send a few papers more to the customs. I hope everything will be ok. :)

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