Can anybody help?

[gailsconce]

Hi,
Not sure that this is the correct place to ask this but i've exhausted all other avenues.
I ordered a Steam Deck for my son's birthday which is now only 3 days away. The parcel reached the UK, was passed to the local courier (Evri) and has sat in their delivery depot (or has been lost/stolen) all week. Last update was early Monday morning. I've tried contacting them but they don't allow contact from recipients. I've tried raising a support ticket with Steam. I've tried contacting the company used by Steam to ship the decks (GLS). No answer from anyone.
At this moment in time I am down £569, have no birthday gift for my son and seemingly no way to actually speak to a person at any of the companies to help me sort this out.
Any advice/contact details appreciated!

[Muppet among Puppets]

The delivery company is responsible for the good at this point. So they have a contact, try to find it.

[Bee🐝]

Since GLS switched from Parcelforce for Evri, because of the strikes, UK deliveries have been slower.

So, Support will reply when they get to your ticket - they'll then have to investigate and contact GLS and Evri about where your Steam Deck is.

Note, there is a set period before Support will mark a Deck as "lost", when this time is reached they'll send out a new Deck. However, usually, people receive their items way before this point.

[Heeby-Jeeby]

I wouldn’t waste time or energy trying to contact Evri. You’re not their customer which is why they said they don’t deal with recipients.

Once you send a support ticket to Valve, you can only wait. Hopefully you receive your item soon.

[wildfire492]

I'm also suffering a horrible experience with Evri in the UK after GLS handed my Deck over to them 30th September. They provide a deliver to locker option which they promote as secure & green so I chose it. Nowhere do they say that they won't check if any lockers are free prior to delivery, so they rolled up 3 days in a row, lockers were full each time, and now they've sent my Deck back to Valve. So it was pure chance whether I was ever going to receive it or have it sent back - I'd never have chosen the option if I'd known! They are absolutely the worst courier company in the UK.

I created a Steam support ticket 2 days ago but still haven't had a response. I'm trying to be patient and not get too stressed, but it's really difficult when you've got no idea what's going on. Should I be asking for a refund or holding out for Valve to respond?

[gailsconce]

I'm just being sent round in circles. I managed to get the contact number for GLS in the UK. It gets you through to Parcelforce who were able to tell me that the parcel was Evri and should be delivered within 24 hours. I had to point out that this had been the parcel status since Monday...
Anyone have any idea what the average Valve ticket response time is at the moment?

[Cathulhu]

https://store.steampowered.com/stats/support/
Average response times are provided by Valve themselves.

[Bee🐝]

These are the current Support stats: https://store.steampowered.com/stats/support

Note, there's most likely nothing Support can do for you as your Deck isn't lost, it's just stuck in shipping. Support will most likely tell you to wait the normal 8 days.

[gailsconce]

Hoping for an update soon then. The package was shipped on the 5th. Made it to the UK on the 8th. Has been at the local delivery depot since the 10th. We are at 9 days tomorrow…

[Bee🐝]

It's been like six working days - GLS/Evri doesn't work on weekends - hopefully, Support won't tell you to wait until the 18th and they'll look into it before then.