GoPro.com - GoPro Hero 10 Bundle - Failed to Deliver

SaturnDawn

I recently bought a GoPro Hero 10 camera bundle directly from GoPro.com online. I was eagerly awaiting UPS scheduled delivery which required a signature when I received a notification email saying that the package was left on a doorstep of a postal area which isn’t mine! 
I immediately informed Gopro and confirmed my address. I was told to wait 48 hours and that they would reship package if it didn’t arrive with the period.

Three days later I contacted GoPro again (Live Chat) to chase reshipment. I got to the stage of confirming my invoice number for shipment when the Live Chat was terminated. I made 2 further Live Chat attempts but there was no response for over an hour. I then requested a callback and was told I had to wait 38 hours not 48. I pointed out it was over 38 hours by then. Agent then said they need to do full investigation with UPS even though she read UPS tracking info and confirmed that camera was delivered elsewhere - not to me. Agent was reluctant to say how long it would take or what could be the possible outcome.

A few hours later I received an email saying I should send details of the dispute and wait up to 25 days for an outcome.

The next day I tried contacting them again. This time they keep me on live chat for over 90 minutes - I gave them my invoice number, order number and dispute case number. I asked why it was taking so long. Agent claimed she could not find my case!

Camera bundle deal was £329.99. They took an additional £49.99 for subscription even through my invoice states that subscription is included in bundle!

I am a confident online shopper. I have never encountered such a ruthless online company. My only option now is to request chargeback on my credit card which can take up to 6 months!

I want consumers to be aware of this company’s appalling customer service. Their online customer service reviews are extremely poor. I wish I knew this before I made my purchase!  

Best to buy GoPro via third party!

JJ_Egan

Post should be in praise VENT and WARNINGS .

visidigi

SaturnDawn said:

I recently bought a GoPro Hero 10 camera bundle directly from GoPro.com online. I was eagerly awaiting UPS scheduled delivery which required a signature when I received a notification email saying that the package was left on a doorstep of a postal area which isn’t mine! 
I immediately informed Gopro and confirmed my address. I was told to wait 48 hours and that they would reship package if it didn’t arrive with the period.

Three days later I contacted GoPro again (Live Chat) to chase reshipment. I got to the stage of confirming my invoice number for shipment when the Live Chat was terminated. I made 2 further Live Chat attempts but there was no response for over an hour. I then requested a callback and was told I had to wait 38 hours not 48. I pointed out it was over 38 hours by then. Agent then said they need to do full investigation with UPS even though she read UPS tracking info and confirmed that camera was delivered elsewhere - not to me. Agent was reluctant to say how long it would take or what could be the possible outcome.

A few hours later I received an email saying I should send details of the dispute and wait up to 25 days for an outcome.

The next day I tried contacting them again. This time they keep me on live chat for over 90 minutes - I gave them my invoice number, order number and dispute case number. I asked why it was taking so long. Agent claimed she could not find my case!

Camera bundle deal was £329.99. They took an additional £49.99 for subscription even through my invoice states that subscription is included in bundle!

I am a confident online shopper. I have never encountered such a ruthless online company. My only option now is to request chargeback on my credit card which can take up to 6 months!

I want consumers to be aware of this company’s appalling customer service. Their online customer service reviews are extremely poor. I wish I knew this before I made my purchase!  

Best to buy GoPro via third party!

Sounds to me like you want immediate resolution to the issue, when they are entitled to investigate.

When they told you the complaint could take 25 days you chased them again next day - seems a bit like you are disappointed in their behaviour when you didn't do what they asked...

born_again

SaturnDawn said:

I recently bought a GoPro Hero 10 camera bundle directly from GoPro.com online. I was eagerly awaiting UPS scheduled delivery which required a signature when I received a notification email saying that the package was left on a doorstep of a postal area which isn’t mine! 
I immediately informed Gopro and confirmed my address. I was told to wait 48 hours and that they would reship package if it didn’t arrive with the period.

Three days later I contacted GoPro again (Live Chat) to chase reshipment. I got to the stage of confirming my invoice number for shipment when the Live Chat was terminated. I made 2 further Live Chat attempts but there was no response for over an hour. I then requested a callback and was told I had to wait 38 hours not 48. I pointed out it was over 38 hours by then. Agent then said they need to do full investigation with UPS even though she read UPS tracking info and confirmed that camera was delivered elsewhere - not to me. Agent was reluctant to say how long it would take or what could be the possible outcome.

A few hours later I received an email saying I should send details of the dispute and wait up to 25 days for an outcome.

The next day I tried contacting them again. This time they keep me on live chat for over 90 minutes - I gave them my invoice number, order number and dispute case number. I asked why it was taking so long. Agent claimed she could not find my case!

Camera bundle deal was £329.99. They took an additional £49.99 for subscription even through my invoice states that subscription is included in bundle!

I am a confident online shopper. I have never encountered such a ruthless online company. My only option now is to request chargeback on my credit card which can take up to 6 months!

I want consumers to be aware of this company’s appalling customer service. Their online customer service reviews are extremely poor. I wish I knew this before I made my purchase!  

Best to buy GoPro via third party!

Do not know who your card provider is, but it does not take 6 months.
Only thing is going to be they have proof of delivery. Which under card regs is enough to reject chargeback. But give it a try. 👍

Ectophile

Bear in mind that if you paid by credit card, you also have Section 75 rights.  That's a legal right, not a banking industry scheme.

See https://www.ukfinance.org.uk/area-of-expertise/cards/chargeback-and-section-75

SaturnDawn

Thanks for pointing out Section 75.

SaturnDawn

My chargeback request to my credit card for camera has been approved. My account will be refunded with 45 days! I don't have to deal with GoPro anymore! 😊

born_again

SaturnDawn said:

My chargeback request to my credit card for camera has been approved. My account will be refunded with 45 days! I don't have to deal with GoPro anymore! 😊

Don't spend it just yet. They have 45 days to contest the chargeback. Which given they have proof of delivery, they are well within their rights to do. This would see you redebited.
Note the 45 days is for the retailer to contest. It can take longer than that for bank to pick it up and redebit you. 👍

Manxman_in_exile

You should have quoted s28 and s29 of the Consumer Rights Act 2015 to GoPro.

s.28 says that unless you have agreed otherwise the trader must deliver the goods to you within 30 days of you entering into the contract.  (You may need to check your T&Cs to see when the contract is "entered into".  It might only be when the goods are dispatched to you).  If they, don't you have the statutory right to cancel for a full refund.

s29 says the goods remain at the trader's risk until you (or someone you have nominated) take physical possession of them.

Consumer Rights Act 2015 (legislation.gov.uk)

Take note of what born-again says.  If it's a chargebsck your credit card provider has done, they will be refunding you from GoPros own money.  GoPro could dispute it within 45 days and you will have the refund taken away from you.  There's also the (very very very unlikely) possibility that if GoPro don't challenge the chargeback, but also don't agree with it, they could sue you.  But that is unlikely.

If you are eligible for a s75 refund, it's nearly always better to pursue that rather than a chargeback as s75 gives you a statutory remedy that is stronger than a chargeback - in my view, others may disagree.

born_again

Manxman_in_exile said:

You should have quoted s28 and s29 of the Consumer Rights Act 2015 to GoPro.

s.28 says that unless you have agreed otherwise the trader must deliver the goods to you within 30 days of you entering into the contract.  (You may need to check your T&Cs to see when the contract is "entered into".  It might only be when the goods are dispatched to you).  If they, don't you have the statutory right to cancel for a full refund.

s29 says the goods remain at the trader's risk until you (or someone you have nominated) take physical possession of them.

Consumer Rights Act 2015 (legislation.gov.uk)

Take note of what born-again says.  If it's a chargebsck your credit card provider has done, they will be refunding you from GoPros own money.  GoPro could dispute it within 45 days and you will have the refund taken away from you.  There's also the (very very very unlikely) possibility that if GoPro don't challenge the chargeback, but also don't agree with it, they could sue you.  But that is unlikely.

If you are eligible for a s75 refund, it's nearly always better to pursue that rather than a chargeback as s75 gives you a statutory remedy that is stronger than a chargeback - in my view, others may disagree.

Very valid point.👍 But a chargeback is the 1st option. If that fails then S75 should be the next step.

SaturnDawn

born_again said:

SaturnDawn said:

My chargeback request to my credit card for camera has been approved. My account will be refunded with 45 days! I don't have to deal with GoPro anymore! 😊

Don't spend it just yet. They have 45 days to contest the chargeback. Which given they have proof of delivery, they are well within their rights to do. This would see you redebited.
Note the 45 days is for the retailer to contest. It can take longer than that for bank to pick it up and redebit you. 👍

Thanks.
Regarding proof of delivery -  delivery notification states a different postal address to mine so any challenge will be weak!