I ordered DS's main xmas present online and it was delivered when I was at work a week last Monday and left at a shop which is the local UPS access point. The card left by UPS said it would be there for ten days.
I went last Saturday to collect it but it wasn't in the shop. The man in the shop couldn't contact UPS as they weren't open til Monday so he asked me to ring the shop on Monday morning when he had spoken to them.
When I rang, he said the parcel had been taken back by UPS. I rang UPS who said that the parcel had been recalled by the seller.
I checked the tracking information online myself, and contrary to what UPS said on the phone it says that the parcel was refused by the receiver (ie me!!) on the Thursday evening because it hadn't been ordered - I hadn't even been to the shop at this point.
I have been trying to contact the company all week but even though they are a big company they don't have a contact email address and the only phone number seems to be in America and I can't get through as it is constantly busy.
I am at a loss as to what to do now in order to get a refund - the tracking on UPS shows that the order was returned to the company in the Netherlands last Sunday but I haven't heard from them and I am worried that they won't refund me as UPS have made it sound like a fraudulent order?
Any ideas on what I should do next - the order cost two hundred pounds and so I could really do with getting it sorted.
Its GoPro - for a tech company they seem to be bizarrely uncontactable- even on Twitter if people try to ask questions they just direct them to the customer service number in America that is impossible to get through on!
There is even a Facebook group dedicated to their (lack of) customer service!!!
I was going to suggest twitter it was the only way we managed to contact the retailer of one of DSs presents that went missing. After phoning & emailing and getting nowhere, we got a response on twitter within an hour. GoPro - have a UK customer service no. 020 3608 1836 / 0330 808 1875 They also have an online chat but it's only available on weekdays https://gopro.com/help/ContactUs so I'm not sure that will help you.
Thanks - have rung UPS today and they were useless and insist Go pro have requested the parcel to be returned.
Have tried the 020 number above and the other 0330 number is the one which seems to be American as there is a recorded message saying they are open between 6am and 6pm Pacific time - I think they are 8 hours behind us but am worried about my phone bill if it turns out I am ringing America!!
I paid by MasterCard- do they do chargeback in circumstances like these?
Will try the phone number again later on - DS is at home and doesn't know he is getting a Go pro though!
It was a refurbished one and I actually think I might have dodged a bullet if the refund comes through ok, because God knows how I would go on if there was a problem with the product when it's so difficult to contact them.
MasterCard should do a chargeback if you provide them with evidence that the item was not collected. In the meantime, can you get the same item from somewhere in the UK like John Lewis/ Currys/ Argos (I have no idea what a Go Pro is).