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To not know what to do about missing order -UPS and uncontactable company nightmare

(16 Posts)
eleflump Sat 16-Dec-17 07:48:46

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.

Robyrollover Sat 16-Dec-17 07:50:34

What company?

InspMorse Sat 16-Dec-17 07:54:00

Contact the seller
I had a similar problem with UPS and although my efforts to talk to them failed, the seller seemed to be able to contact them pretty swiftly.

eleflump Sat 16-Dec-17 07:57:47

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!!!

wonkylegs Sat 16-Dec-17 08:23:54

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 so I'm not sure that will help you.

japanesegarden Sat 16-Dec-17 13:44:52

I had a similar problem with Hermes and got it resolved quickly after contacting the vendor via Twitter. Nothing else worked.

eleflump Sat 16-Dec-17 13:59:30

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!!

So frustrating!!!!

letdownalittleagain Sat 16-Dec-17 14:01:22

Did you use a credit card? If so contact the bank for a charge back

SandLand Sat 16-Dec-17 14:04:54

Unless you are dialing 001 or +1 infront of that 0330 number, you aren't calling the states.

eleflump Sat 16-Dec-17 14:46:22

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.

Stickerrocks Sat 16-Dec-17 14:52:02

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).

eleflump Sat 16-Dec-17 15:04:30

Yes - have already dug deeper in my purse and bought a new one from John Lewis to am covered for the present!

Just need to get a refund on this one now - I can't understand why Go Pro haven't contacted me to explain why they have recalled the package if what UPS are saying is correct.

Stickerrocks Sat 16-Dec-17 15:31:07

I bet they haven't recalled it, but someone at UPS decided to use their own (poor) judgement and collect it early. You should easily be able to get your money refunded.

eleflump Sat 16-Dec-17 15:56:26

Thanks Stickerrocks - I think it's UPS having cocked up as well.

A Go Pro is an action camera!

SuperDandy Sat 16-Dec-17 17:09:24

Something smells fishy about this. A lot of parcels go missing at this time of year, and a portion of that is theft. As deliver systems get more dispersed and complex it's going to happen more often.

Do make sure you've contacted sellers and deliver your company in writing, and make a note of the timeline now. You might find yourself having to fight your corner.

Nanasueathome Sat 16-Dec-17 17:21:45

Was going to suggest John Lewis for Go Pro but can see you have already bought from them

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