UK GLS/Parcelforce lost my Steamdeck

[DrPookie]

I was supposed to receive my Steamdeck OLED on the 23rd of November after having placed my order on the launch date, however, the company assigned to deliver it appears to have lost it.
The GLS tracker has been stuck without any update since the 24th of November. The last update was that it was handed over to parcelforce.

I then got in touch with ParcelForce customer service and they advised to arrange a redelivery. I did so for the 4th but no delivery. I then called to speak to a customer service agent and they arranged for a delivery on the 6th, again no delivery or even any contact regarding it. When I called the customer service agent number again to follow up, I was told that the delivery was held and there was no reason given. The service agent advised that she would leave a note on the system to arrange a delivery again but said it might be better to get it from the depot myself, which I opted to do. When I got to the depot, the staff there mentioned that they could not find my parcel and to leave my name and number and they will get in touch with me if they find it.

They call back a day later to say it cannot be found and to get in contact with GLS/steam. I raised a ticket and had gotten a reply from steam apologizing for their slow response times due to high support tickets requests. GLS never even bothered to reply.

It is now passed a month since I placed my order and my hopes of getting the steamdeck before Christmas have all but vanished. Such a horrible, painful experience.

[skrunklebunkle]

God that sounds like hell. I'm having my first experience with GLS and Parcelforce just now waiting for my OLED and the tracking seems rubbish, hoping mines doesn't have issues like yours if they're that bad to try and chase up problems with.

[Hiro]

Oh boy.

My Deck OLED is on their hands, no updates since 14/12.
I hope it is due to the amount of orders passing through the system and not another lost item =/

Did you get your money back at least?
It is bad to not get your order, but getting the money back you can at least re-order.

Guess I will be using the LCD for a little while longer...

[DrPookie]

Originally posted by skrunklebunkle:

God that sounds like hell. I'm having my first experience with GLS and Parcelforce just now waiting for my OLED and the tracking seems rubbish, hoping mines doesn't have issues like yours if they're that bad to try and chase up problems with.

I had only one experience with GLS in the past and that was to order an item from another country; Had no issues with that at all. It's only through this experience that I am seeing how bad the customer service side of things are with GLS. Parcelforce had issues with actually using their number to speak to a physical agent but that was just the way their phone systems were set up. They though, at least, replied in reasonable time, although, through no fault of their customer agents, weren't able to inform me the parcel was lost until I physically went to the depot.

Steam support had replied 7 days ago saying they would investigate the matter with the delivery partner and once an outcome is reached decide on further action. Trying to be patient because opening another ticket for a refund would just possibly delay things and make it more confusing for them.

Half of me is of the opinion to just get a refund and stop my loses at this point but that would not cover all the games/accessories and travel to the depot costs.
I'll likely ride this wave of despair out till I get the deck but this will probably be the last thing I buy from them.

It appears that I am not an uncommon occurrence but considering the millions of units being delivered, you are more than likely to get your new deck rather than what happened to me.
Enjoy it when it arrives, my friend!

[DrPookie]

Originally posted by Hiro:

Oh boy.

My Deck OLED is on their hands, no updates since 14/12.
I hope it is due to the amount of orders passing through the system and not another lost item =/

Did you get your money back at least?
It is bad to not get your order, but getting the money back you can at least re-order.

Guess I will be using the LCD for a little while longer...

It's too soon for you to tell. Give it at least a week to start moving your way. The GLS tracker is rubbish but when they hand over to another carrier you can track it better.

It took them 6 days to just reply to my initial support ticket and it has now been another 6 days since my last message from them. Will wait for the outcome to see where it went missing and what they will do about it.

[Mr_Beaver_NI]

Happening to me as well, ordered on 21 Nov, and at this point I feel like the replacement has disappeared, the last update on the tracking was the 15 Dec.

Still haven't had any reply from GLS relating to ether of them.

[-OrLoK- Слава Україн]

took 3 days for mine (plus the weekend) but tracking info was poor right up until it arrived.

[skrunklebunkle]

Originally posted by DrPookie:

It appears that I am not an uncommon occurrence but considering the millions of units being delivered, you are more than likely to get your new deck rather than what happened to me.
Enjoy it when it arrives, my friend!

Thank you I can't wait, just had mines update to say it's in the depot 30 minutes away from me so it's looking good (probably jinxed it now lol)

Hopefully you can get it all sorted out soon. I imagine it'll take longer for steam support to get back to you with a decision due to the holidays, which is a damn shame considering the circumstances.

[Sgt.Bash™]

Originally posted by skrunklebunkle:

Originally posted by DrPookie:

It appears that I am not an uncommon occurrence but considering the millions of units being delivered, you are more than likely to get your new deck rather than what happened to me.
Enjoy it when it arrives, my friend!

Thank you I can't wait, just had mines update to say it's in the depot 30 minutes away from me so it's looking good (probably jinxed it now lol)

Hopefully you can get it all sorted out soon. I imagine it'll take longer for steam support to get back to you with a decision due to the holidays, which is a damn shame considering the circumstances.

How long after GLS said "In transit" did you have to wait for Parcelforce to confirm they had it?

[skrunklebunkle]

Originally posted by Sgt.Bash™:

How long after GLS said "In transit" did you have to wait for Parcelforce to confirm they had it?

Took 5 days for me however it still says it's in transit on GLS tracking lol, had to keep an eye on the detailed tracking and it didn't even update that from the netherlands until it got to the parcelforce depot near me.

Also didn't get any emails or anything so sadly had to just keep checking the GLS and Parcelforce pages haha

[DrPookie]

Originally posted by Mr_Beaver_NI:

Happening to me as well, ordered on 21 Nov, and at this point I feel like the replacement has disappeared, the last update on the tracking was the 15 Dec.

Still haven't had any reply from GLS relating to ether of them.

Comfort hugs*
We in it together.

[DrPookie]

Originally posted by skrunklebunkle:

Originally posted by DrPookie:

It appears that I am not an uncommon occurrence but considering the millions of units being delivered, you are more than likely to get your new deck rather than what happened to me.
Enjoy it when it arrives, my friend!

Thank you I can't wait, just had mines update to say it's in the depot 30 minutes away from me so it's looking good (probably jinxed it now lol)

Hopefully you can get it all sorted out soon. I imagine it'll take longer for steam support to get back to you with a decision due to the holidays, which is a damn shame considering the circumstances.

GLS apparently didn't reply to Steam so the kind customer service agent was gracious enough to send a replacement to me. It ain't all that likely that I will get it before Christmas but hey, at least it is finally coming my way!

[rogue_nitros]

Originally posted by skrunklebunkle:

God that sounds like hell. I'm having my first experience with GLS and Parcelforce just now waiting for my OLED and the tracking seems rubbish, hoping mines doesn't have issues like yours if they're that bad to try and chase up problems with.

Did you eventually receive yours? I'm going through the same BS. I think Valve should rethink shipping companies....

[skrunklebunkle]

Originally posted by rogue_nitros:

Did you eventually receive yours? I'm going through the same BS. I think Valve should rethink shipping companies....

Not yet lol, it's at the parcelforce depot so I'm just waiting on them putting it in a van I guess. Hoping they do that before Christmas but who knows.

To be honest I'm finding it hard to think of any decent shipping companies at the moment haha I don't think there's much choice.

Edit: Nevermind it just arrived! For anyone else dealing with parcelforce, be aware it might arrive by royal mail and even not show up as out for delivery before it arrives lol

[rogue_nitros]

Originally posted by Mr_Beaver_NI:

Happening to me as well, ordered on 21 Nov, and at this point I feel like the replacement has disappeared, the last update on the tracking was the 15 Dec.

Still haven't had any reply from GLS relating to ether of them.

Hi. What was the outcome of this? Did you finally receive your Steam Deck? This is happening toe also. Parcelforce tolde that the parcel was not actually scanned into their system and now they don't know where it is. I ordered from Dec 12.

[rogue_nitros]

Originally posted by skrunklebunkle:

Originally posted by rogue_nitros:

Did you eventually receive yours? I'm going through the same BS. I think Valve should rethink shipping companies....

Not yet lol, it's at the parcelforce depot so I'm just waiting on them putting it in a van I guess. Hoping they do that before Christmas but who knows.

To be honest I'm finding it hard to think of any decent shipping companies at the moment haha I don't think there's much choice.

Edit: Nevermind it just arrived! For anyone else dealing with parcelforce, be aware it might arrive by royal mail and even not show up as out for delivery before it arrives lol

I still have not received mine. Sigh. The tracking doesn't serve any purpose either.