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Reply
Tourist
Posts: 2
Accepted Solution

Shipping - No order found

Hi,

 

First of all I have never owner a GoPro so am looking forward very much to getting a Hero 7 Black. My query regards shipping.

 

I placed an order on Sept 21st an a £1 payment was taken from my credit crad account (although it still says pending). On the 25th it then took the full amount. I'm sure when I ordered that it said full payment would be taken when the GoPro shipped. Now, i'd be delighted if it's been shipped.

 

However, when I look at the Order Status page and put my details it it tells me that "No orders found".

 

I ordered through the GoPro website hoping that I'd get it on released so am slightly confused why it still shows no sign of my order despite money being taken, is this normal?


Accepted Solutions
Tourist
Posts: 2

Re: Shipping - No order found

I feel so stupid now....

 

Shortly after my post I got an email to say my GoPro had been shipped and the tracking number. I then went back to the Order Status page and still it said no orders and then I remembered.....I had asked for it to be sent to my work and not my home address so I had been putting the wrong Postcode (Zipcode) on the Order Status page, whoops.

 

Anyway, I'm really looking forward to this GoPro and hopefully creating nice hiking videos etc.

 

Many thanks for your reply.

View solution in original post


All Replies
GoPro
Posts: 3,505

Re: Shipping - No order found

 

Hi @arcticfox2096,

 

Sorry for the inconvenience. 

Please try to contact our customer support via phone or chat.

They might be able to assist you with that. 

 

 

Regards,

-Jay 

 

Tourist
Posts: 2

Re: Shipping - No order found

I feel so stupid now....

 

Shortly after my post I got an email to say my GoPro had been shipped and the tracking number. I then went back to the Order Status page and still it said no orders and then I remembered.....I had asked for it to be sent to my work and not my home address so I had been putting the wrong Postcode (Zipcode) on the Order Status page, whoops.

 

Anyway, I'm really looking forward to this GoPro and hopefully creating nice hiking videos etc.

 

Many thanks for your reply.

Hiker
Posts: 19

Re: Shipping - Says order still pending shipping

I made a order and it said 2 day shipping as it was a special order, I have not recieved a email but my card has been charged as when I made the purchase I have alerts set up and have to put in a code to allow the transaction, and I was on the phone with customer service and asked them specific if they save credit card information and they stated they do not, so I finished the order then I went back to the web site as I forgot to order a part that I needed and I went to check out, all my info was in their system and my credit card number as well and I was doing this as a customer not as a signed member  account customer, so that is really wrong for them to keep your card information on file.  Now the problem is and the web site says it is still pending Shipping. I did finally create a account so I could get a email about my first shipment, (I have not order the second)  and I still have not recieved any verification that my order is being shipped.  If shows still pending shipment, this is bad advertising saying it will be shipped and recieved in two days if it is not even shipped after two days have passed.  Please explain! Do I need to cancel my credit card and report that the transaction is to be reverserd, as I will if this is not resolved today!  

GoPro
Posts: 7,578

Re: Shipping - Says order still pending shipping

Hello @cjn5448

 

Thank you for bringing this to our attention. We'd be glad to look into the order. Is there an order number or any other information that we can use as a reference? You may send it through private message, if preferred. 

 

Best regards, 
Marius

Hiker
Posts: 19

Re: Shipping - Says order still pending shipping

I ended up calling after I posted on the forum to get some answers as I did get a email from the forum people and I replied back to them with my order number and they (you) never replied back or  answered my questions only that you would check into the order.  When I asked for a update as to why when I made my order, it said that all items were in stock with 2 day shipping.  Well this was not the case, First I never got a email from Go-Pro stating that one of the items a rechargeable extra battery pack was out of stock.

I would have understood if One item was not being shipped at the same time,  but to not communicate,  with your customers and making them wait to contact you is NOT good business.  The other items should have been shipped as promise as the extra battery is just a added extra item, and a email should have been sent explaining that one of the bonus items was unavailable but the rest of the order is being shipped as promised.  I am a business person and if you do not have a item after a person purchases them you advise them, You also update your website to advise people a item is out of stock that is the PROPER way to have GOOD public relations with people who buy from you.  Not stating or making people wait and having to send out many emails and then use a open forum is very bad especially when you do not respond back after you sent me a email asking for the order number which I replied to the email instead of the forum as people should not post order purchase numbers on public forums and your email advised to either send  a private email or post it on the forum, I chose to privately email you with the details. You failed to respond back to me. 

When I finally called the toll free number yes, I spoke to a person and yes I understand that the call is routed to another area, but it was not explained that way, the person was nice but very hard to understand his words but I asked for a update to be sent to me as to when, and if the order was shipped.  It was in that email that He sent finally explained that the extra battery pack charger was unavailable and when the order was compete that I would get a email with a tracking number which means it could be what Months?.  The bad thing is, your web site when ordering should always be updated, as people understand if things are out of stock but to be slient and not inform the buyers, is totally unacceptable.  I would understand if the order was under $50.00 and there was a delay, but the main order was over $400.00 the delayed item is $19.95, so do you not agree that shipping the other stuff as promised should have been the priorty and sending out a email about the little item being delayed and would be shipped at a later date be much better than giving your customers the run-around and stating false things, such as Fed-x did not give you the tracking order number and that is what you were were waiting for before you emailed the person, I would have rather been told up front that my order is still sitting in the warehouse and was not shipped as promise instead of being told the not truthful reasons as I really am appalled that because a extra bonus item is out that the main itmes was not shipped as Promise.   

Sightseer
Posts: 2

Re: Shipping - No order found

I’ve also been experiencing delays in my order not being shipped. How can I get answers on why my order hasn’t been shipped and when it will be shipped?
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Tourist
Posts: 6

Re: Shipping - No order found

My order has been saying processing for many days. How long will it take to ship. If it doesn’t ship today. I will just call my bank and have the charges reversed. If I had ordered it off Amazon with prime it’s free same day shipping. It makes no sense that I order it from GoPro’s official website and it takes a week just to process the order.  No one has even contacted me to say anything is wrong. Why not make an announcement that all your orders are being delayed?