Help I don't know what else to do!

camper79

We are camping this Friday, so last week we travelled to Bristol go outdoors to buy some camping storage. One of the items we wanted was out of stock so the staff member suggested we buy online and gave us the product number, we ordered 2 large items right there. 

2 nights ago, at half ten at night, one item turned up, a kitchen camping unit. He took a photo of the one parcel, and I also have him on ring doorbell holding one item, and I've taken a photo of the box with the item number and my address on. 

I contacted go outdoors and Evri asking where my second unit was?  All day yesterday I was going back and forth with go outdoors repeating myself, saying they had only delivered the one parcel. With them saying that the tracking states it was delivered with photo proof. I've replied to them several times saying that the photo proof shows it's just one item!!
It feels to me like it's some AI responding as they don't seem to be taking any action at all and they don't make sense.
I've tried to ring them but was on the phone for 45 minutes on hold and had to get back to work. The item is £25 so not much to lose but it's not the point. 
I've also contacted Evri but again that was a auto responder, so waiting back from that.

What can I do now? I can't believe such a large organisation like Go Outdoors can be so terrible with customer service, I'm really miffed 😢

Aylesbury_Duck

Don't bother with Evri, you don't have a contract with them.  This is the retailer's problem to solve.

How did you pay?  Assuming you paid by card, contact your card provider and ask about chargeback.

Voyager2002

The delivery is the responsibility of the vendor, so don't waste your time trying to contact Evri.

user1977

Almost everybody here is asking for advice, so a subject line more specific than yours would be helpful!

camper79

user1977 said:

Almost everybody here is asking for advice, so a subject line more specific than yours would be helpful!

Ok thanks, newbie here, will try and change! 

camper79

Aylesbury_Duck said:

Don't bother with Evri, you don't have a contract with them.  This is the retailer's problem to solve.

How did you pay?  Assuming you paid by card, contact your card provider and ask about chargeback.

I think it was credit card, will check and give that a try, thank you 

born_again

camper79 said:

We are camping this Friday, so last week we travelled to Bristol go outdoors to buy some camping storage. One of the items we wanted was out of stock so the staff member suggested we buy online and gave us the product number, we ordered 2 large items right there. 

2 nights ago, at half ten at night, one item turned up, a kitchen camping unit. He took a photo of the one parcel, and I also have him on ring doorbell holding one item, and I've taken a photo of the box with the item number and my address on. 

I contacted go outdoors and Evri asking where my second unit was?  All day yesterday I was going back and forth with go outdoors repeating myself, saying they had only delivered the one parcel. With them saying that the tracking states it was delivered with photo proof. I've replied to them several times saying that the photo proof shows it's just one item!!
It feels to me like it's some AI responding as they don't seem to be taking any action at all and they don't make sense.
I've tried to ring them but was on the phone for 45 minutes on hold and had to get back to work. The item is £25 so not much to lose but it's not the point. 
I've also contacted Evri but again that was a auto responder, so waiting back from that.

What can I do now? I can't believe such a large organisation like Go Outdoors can be so terrible with customer service, I'm really miffed 😢

Owned by JD sports... 😶‍🌫️

Seems from around 12 July 2024. So things will be a real mess.

Go Outdoors has been placed in and acquired back out of administration in a pre-pack deal by its former and now current owner JD Sports. A fundamental restructuring of the retailer has been deemed necessary with coronavirus having forced the closure of its 67 stores across the country. What are you looking to do?12 Jul 2024

camper79

born_again said:

camper79 said:

We are camping this Friday, so last week we travelled to Bristol go outdoors to buy some camping storage. One of the items we wanted was out of stock so the staff member suggested we buy online and gave us the product number, we ordered 2 large items right there. 

2 nights ago, at half ten at night, one item turned up, a kitchen camping unit. He took a photo of the one parcel, and I also have him on ring doorbell holding one item, and I've taken a photo of the box with the item number and my address on. 

I contacted go outdoors and Evri asking where my second unit was?  All day yesterday I was going back and forth with go outdoors repeating myself, saying they had only delivered the one parcel. With them saying that the tracking states it was delivered with photo proof. I've replied to them several times saying that the photo proof shows it's just one item!!
It feels to me like it's some AI responding as they don't seem to be taking any action at all and they don't make sense.
I've tried to ring them but was on the phone for 45 minutes on hold and had to get back to work. The item is £25 so not much to lose but it's not the point. 
I've also contacted Evri but again that was a auto responder, so waiting back from that.

What can I do now? I can't believe such a large organisation like Go Outdoors can be so terrible with customer service, I'm really miffed 😢

Owned by JD sports... 😶‍🌫️

Seems from around 12 July 2024. So things will be a real mess.

Go Outdoors has been placed in and acquired back out of administration in a pre-pack deal by its former and now current owner JD Sports. A fundamental restructuring of the retailer has been deemed necessary with coronavirus having forced the closure of its 67 stores across the country. What are you looking to do?12 Jul 2024

Oh well that is interesting!

daveyjp

Go Outdoors is a bricks and mortar retailer whose online ordering and collection/delivery systems are woeful.  I visit local stores and see stock which appears to be left behind the till areas for collection but also mixed with stock that looks to have been returned, the collection point is always generally chaotic and no staff fully focussed on this area of the business.  They appear to call on whoever is around to go to the point when someone turns up, so its no surprise mistakes happen.

Do you have the evidence both items were dispatched together?

TELLIT01

No hope for any form of decent customer service now if that lot are in charge.

Grumpy_chap

camper79 said:

We are camping this Friday, so last week we travelled to Bristol go outdoors to buy some camping storage. One of the items we wanted was out of stock so the staff member suggested we buy online and gave us the product number, we ordered 2 large items right there. 

2 nights ago, at half ten at night, one item turned up, a kitchen camping unit. He took a photo of the one parcel, and I also have him on ring doorbell holding one item, and I've taken a photo of the box with the item number and my address on. 

I contacted go outdoors and Evri asking where my second unit was?  All day yesterday I was going back and forth with go outdoors repeating myself, saying they had only delivered the one parcel. With them saying that the tracking states it was delivered with photo proof. I've replied to them several times saying that the photo proof shows it's just one item!!
It feels to me like it's some AI responding as they don't seem to be taking any action at all and they don't make sense.
I've tried to ring them but was on the phone for 45 minutes on hold and had to get back to work. The item is £25 so not much to lose but it's not the point. 
I've also contacted Evri but again that was a auto responder, so waiting back from that.

What can I do now? I can't believe such a large organisation like Go Outdoors can be so terrible with customer service, I'm really miffed 😢

Is there any online order tracking?
Does that show both items as dispatched as one shipment?  
Or two shipments?
Or just the one item dispatched?

Even without the additional storage module, I am sure you can enjoy the camping trip.