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Lost Order

Discussion in 'Customer Support' started by Lutop, Feb 11, 2014.

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  1. Lutop

    Lutop Member

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    Dear Geekbuying

    After seeing your offer back in November I purchased a Haier W718J. Order was placed and payed in November, and included a shipping insurance. Up to now I haven't received the order, and the tracking information show it clearly: It arrived at the country of destination athe end of December but was never delivered.
    Order number:3103098

    The parcel is clearly lost.. In my local post office they confirmed I will not receive it after such a long period, but I can't initiate a claim because only the sender can do this.
    I've been contacting customer service for more than one month, and the only answer I got is that I should wait. Now they are asking me to prove that I didn't receive the item. Isn't the tracking number the way to prove it? What else do you need?

    I've been waiting for 2.5 months now, I just want my phone or my money. I payed for an insurance, so I expect to have a full refund.

    Can you please try to speed up the resolution of this?

    Regards,

    Mateu Ros
     
  2. Geekbuying

    Geekbuying Verified Store

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    Hello, @Lutop I am really sorry about that. I have checked your order, the shipping information is probably same with you. I have reported your issue to our shipping department. Hope they can bring us some information.

    I am here to help, when I get the latest news, I will keep you informed.

    Best regards.

    Anders
    Geekbuying.com
     
  3. Geekbuying

    Geekbuying Verified Store

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    Hello, again.

    Our shipping department staff says your package has arrived the local post office. Please confirm this again. Thank you.

    And our people also start to investigate your issue, we are dealing your issue. Please do not worry.

    Keep in touch, @Lutop
    Anders
    Geekbuying.com
     
  4. Lutop

    Lutop Member

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    I know what your shipping department says. But they are wrong. Please review the tracking details, the tracking info for my order says :

    Destination Country - Spain:Tracking Consuming:0 Millisecond, Cache Time:2014/02/11 17:36:40
    2013-12-30 00:00, Delivery to the destination international office
    Origin Country - Singapore:Tracking Consuming:0 Millisecond, Cache Time:2014/02/11 17:36:40
    2013-12-30 00:00, Arrived at overseas (Country code: ES)
    2013-11-25 00:00, Despatched to overseas (Country code: ES)
    2013-11-23 00:00, Received from customer
    "2013-12-30 00:00, Delivery to the destination international office", this is not the local post office, this is the international office. This only means the package arrived to Spain. But was never delivered to my town post office.

    I give you an example of a successfully delivered package, so that you can compare:

    Destination Country - Spain:Tracking Consuming:1420 Millisecond
    2013-12-10 00:00, Delivered
    2013-12-09 00:00, In the delivery process
    2013-12-09 00:00, In transit
    2013-12-09 00:00, Delivery is available to be picked up at the Post Office
    2013-12-09 00:00, In the delivery process
    2013-11-28 00:00, Dispatch from the point of origin international office
    Origin Country - Singapore:Tracking Consuming:4742 Millisecond
    2013-12-10 00:00, Product Delivered (Country code: ES)
    2013-12-09 00:00, Attempted Delivery (Country code: ES)
    2013-11-30 00:00, Despatched to overseas (Country code: ES)
    2013-11-28 00:00, Received from customer

    As you can see in my order, the product has NOT been delivered. From the tracking information, the package was lost somewhere in Spain, and never reached the final destination.

    Regards,

    Mateu
     
  5. Geekbuying

    Geekbuying Verified Store

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    Hello, our shipping department staff are working on you case, If by chance, the order is lost, we will have solution offer to you. But now, we both need to wait for a couple of more days.

    Thank you for your kind understanding.
    Keep in touch.
    Anders
     
  6. Lutop

    Lutop Member

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    Ok, thanks for your help. I'll wait for the result of your investigation
     
  7. Geekbuying

    Geekbuying Verified Store

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    Thank you so much.

    Best regards.
     
  8. mrkus21

    mrkus21 Administrator Global Moderator

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    @Lutop @Geekbuying

    Hey Guys, as we know the Customs are very strict from December to January, you have to be patient.
    I wait for an Order from AliExpress.com since October 2013... So don´t worry.

    I´ll watch this Thread until you Problem is solved, Lutop.
    I think Anders will take care of your Problem and you will get your Phone or your Money soon.
     
    Geekbuying likes this.
  9. Lutop

    Lutop Member

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  10. Geekbuying

    Geekbuying Verified Store

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    Hello, I will ask it for you tomorrow, as the shipping department is off work now. Hope you can understand.

    Best regards.
    Anders
     
  11. Lutop

    Lutop Member

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  12. Lutop

    Lutop Member

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    HI Anders

    Anything new from @Geekbuying ?

    I haven't received any comunication from your shipping dept in the last week.

    Regards,

    Mateu
     
  13. mrkus21

    mrkus21 Administrator Global Moderator

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    Give them some Time to answer, I also informed Anders. So just think about their Business Times.
    I´m up with you.

    mrkus21
     
  14. Geekbuying

    Geekbuying Verified Store

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    Hello, I have asked my team members again. And at present there is no more updated information.

    We are still watching on your order.

    Regards.

    Anders
    Geekbuying.com
     
  15. Lutop

    Lutop Member

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    Hi Anders,

    What is the status of the investigation? Did @Geekbuying clarify what happened with the lost item?

    Regards,

    Mateu
     
  16. Geekbuying

    Geekbuying Verified Store

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    Hello, @Lutop

    In most situations, the package will not lost, but stuck in the custom or have something wrong with the shipment. So we assure you IF the package was lost, we will refund the money.

    We can do now is to wait more days.

    Regards.

    Anders
    Geekbuying.com
     
  17. mrkus21

    mrkus21 Administrator Global Moderator

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    @Lutop

    Any tracking Number for your Order ? What does it say ?
     
  18. Lutop

    Lutop Member

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    Hi both:

    @mrkus21, I have a tracking number but the information has remained unchanged for 2 months now. According to it, the item arrived to spain on Dec 30th last year. From this point on, no news.

    RF184142119SG
    Destination Country - Spain:Tracking Consuming:2090 Millisecond
    2013-12-30 00:00, Delivery to the destination international office
    Origin Country - Singapore:Tracking Consuming:1981 Millisecond
    2013-12-30 00:00, Arrived at overseas (Country code: ES)
    2013-11-25 00:00, Despatched to overseas (Country code: ES)
    2013-11-23 00:00, Received from customer
    ======================================

    @Geekbuying,

    I understand from your response that all we must do is wait... I thought we agreed geekbuying will investigate with the shipping company. I already checked here in spain with the local post office and the answer I got is that either the item is lost or returned to sender.

    I don't mind waiting a little longer, I'm not in a hurry anymore. I needed urgently a phone so I ended up buying another one. But I would like to know from you what's your expectation in terms of waiting time before triggering another action. I don't want to bother you anymore until it's needed.

    Regards,

    Mateu
     
  19. mrkus21

    mrkus21 Administrator Global Moderator

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    I understand you, Lutop, I also wait for a Order from October 2013 since now...
    Same Status as yours but only for Germany. So wait more Time.
    Maybe you can get it and it is only on Spain Customs.

    I´m here watching this until it´s solved.
    Thanks @Geekbuying for the fast reply, please take care of this Order.

    mrkus21
     
  20. mrkus21

    mrkus21 Administrator Global Moderator

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