GLS shipping hell thread

[Alucard_LV0]

Its been five days since the last update from GLS, the update is from 30/11 at 00.40 and says "left the parcel center, in transit" from the netherlands. I'm in italy and that route shouldnt take more than 2 days! GLS is ♥♥♥♥ tier and you can't even reach them by phone. Should I write Steam? Whats your experience? I had no such problems with the LCD model last year, it arrived in 3 days and its the same route.

Edit:
December 9, after exactly 2 weeks from ordering my Deck its finally in my hands. Its been hell, but now its finally over. In my case it was just a matter of me being too anxious and GLS being full for the holidays. Don't lose hope guys, it will arrive.

[PurpleStorm25]

Hi guys,

So I order my deck on 19th November, and it was packaged and shipped on the 24th.

The only thing I have had from GLS was that it was ‘on its way to the final parcel center’

I contacted ParcelForce, GLS and Steam multiple times all to no avail.

Until today when Steam support contacted me after I requested an investigation into my parcel.

They’ve confirmed that my Steam Deck was ‘lost in transit’ and have had to send another one.

This has been an absolute nightmare. I feel for those who are still waiting, or have had further problems. And I’m happy for those enjoying their decks as we speak.

I urge anyone who has been waiting for as long as I have, contact steam to get them to investigate formally where your parcel is.

[lolo le haricot v4.8]

Originally posted by "me to steam support":

Here we are, 8 days after my order was shipped, I still haven't received anything, GLS tells me they still don't have my parcel.

What do we do now? Don't you think it's time to launch an investigation ?

This is intolerable !

Originally posted by "steam support to me":

Thanks for getting back to us.

We understand the long wait could be very frustrating sometimes.

Since the package is still within our expected delivery timeline (4-8 business days), we are unable to act on it right now.

We all are doing our best to get the shipment to you as soon as possible.

We kindly ask for your patience in this case.

Originally posted by "me to steam support":

You've got to be kidding me, you shipped it on November 30th, now it's December 12th, that's 8 working days today!

And GLS tells me they don't have the parcel in their possession !

I have to call a consumer association to get things moving?

I don't know what to do...

[Alucard_LV0]

Originally posted by lolo le haricot v4.7:

Originally posted by "me to steam support":

Here we are, 8 days after my order was shipped, I still haven't received anything, GLS tells me they still don't have my parcel.

What do we do now? Don't you think it's time to launch an investigation ?

This is intolerable !

Originally posted by "steam support to me":

Thanks for getting back to us.

We understand the long wait could be very frustrating sometimes.

Since the package is still within our expected delivery timeline (4-8 business days), we are unable to act on it right now.

We all are doing our best to get the shipment to you as soon as possible.

We kindly ask for your patience in this case.

Originally posted by "me to steam support":

You've got to be kidding me, you shipped it on November 30th, now it's December 12th, that's 8 working days today!

And GLS tells me they don't have the parcel in their possession !

I have to call a consumer association to get things moving?

I don't know what to do...

That's unbelievable. At this point I really dont know. I know it sucks but wait another day so their precious "8 working days" have fully passed and get back to them. But its very strange that GLS tells you they dont have the parcel. This sucks, I feel for you.

[-OrLoK- Слава Україн]

mine arrived (UK) this morning (Monday) however it didn't update status over the weekend and was a complete surprise, so for me 3 working days.

[TomaszTheTyrant]

Same here, "left the parcel center, in transit" from the netherlands for ~4 weeks :(
The destination is Germany. I'll also contact Steam now. I am very upset.
Good Luck everyone ... <3

[golfo de]

The Last Update on my parcel was 30/11. GLS does not know, where the parcel is.

[PurpleStorm25]

Update for myself,

Finally received my Steam Deck. My original order was ‘lost in transit’ after asking Steam to investigate after no updates for 10 working days.

A new one was sent out and arrived very quickly, I was not expecting it to arrive before Christmas.

If you have been waiting for a while I encourage those to get steam to investigate your order.

All the best everyone.

[ColonelMortimer]

Originally posted by PurpleStorm25:

Update for myself,

Finally received my Steam Deck. My original order was ‘lost in transit’ after asking Steam to investigate after no updates for 10 working days.

A new one was sent out and arrived very quickly, I was not expecting it to arrive before Christmas.

If you have been waiting for a while I encourage those to get steam to investigate your order.

All the best everyone.

So I`m waiting for Valve to sent out the second one as well. Did they send with GLS again?

[PurpleStorm25]

Originally posted by ColonelMortimer:

Originally posted by PurpleStorm25:

Update for myself,

Finally received my Steam Deck. My original order was ‘lost in transit’ after asking Steam to investigate after no updates for 10 working days.

A new one was sent out and arrived very quickly, I was not expecting it to arrive before Christmas.

If you have been waiting for a while I encourage those to get steam to investigate your order.

All the best everyone.

So I`m waiting for Valve to sent out the second one as well. Did they send with GLS again?

I had direct contact with Valve and they investigated and said that they had been in communication with GLS and determined that my Deck was ‘lost in transit’ this was after me asking them on multiple occasions on the same ticket to investigate.

In the same reply they also said that they had dispatched another Steam Deck with new shipping information. It was sent though GLS with no issues this time around, it was all within a week.

Don’t wait presuming Valve will just send you another, I had to get them to investigate it after a total of 15 working days since order. Only when they realised that it was lost did they reimburse me with another order.

Hope this helps.

[ColonelMortimer]

Yeah I´ve been in contact with Valve since the package didn´t arrive at the first estimation from GLS.... I have a history with GLS....
Last week I even send them an answer from GLS to me, that said "we didn´t receive a package", which is an obvious lie, as the scanned it in their parcel center. So it was clear that I will not get my SD six days ago.
Now after I´ve requested an investigation after 14 working days I just received an email, that they "released" my shipment an that I´ll get another mail with tracking information. At the same time my original parcel is now marked as "return to sender". I assume they send out another SD.

So to summarize for everyone else. Valve will do nothing until you´ve waited two weeks from the shipping date. Then they send out a new one.

This was pretty much the worst customer experience I´ve had for many years. If there are any shenanigans like with my original delivery I´ll just cancel it and get an Ally.

[golfo de]

I just recieved an Update from GLS, that they returned the parcel to the sender. WTF is going on here?

[lolo le haricot v4.8]

Some good news for me :)

Dear Valued Customer,

We would like to apologize for this experience. It appears that this shipment may have been lost in transit. We will arrange another package to be sent out to you. We've released your shipment for processing now. You will receive a separate email from Steam with tracking information once the order is on the way.

You can track the status of your order and see real time update on your order status page.

On behalf of Steam, please accept my sincere apology for the trouble and inconvenience this has caused you. We appreciate and value you as a customer. If you have any further questions, please let us know - we will be happy to assist you.

[j.holski]

How many decks have been "lost" by GLS since release date? I think hundreds of them. GLS pays an insurance fee to Valve for every lost parcel. Delivery boys have free Steam Decks. Am I right?

[ScotchTape121]

I ordered mine yesterday, though I live in the States, So I'm curious to see if it'll effect me as well. I'll Keep you guys updated.

[ColonelMortimer]

Has anybody who received the "we´ll send a new one" mail today got a tracking number yet?