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If you ordered your Nexus 7 from Google Play, you paid $19.99 for 2-day shipping.
But many (if not all) Canadian customers had whose Nexus went out this week had their packages shipped UPS Standard.
I sent e-mails yesterday and today, and didn't hear back, so I finally called tonight. I had to wait 25 minutes to speak to someone, but when I did, he was friendly and nice. Looked into it, said it was a fluke, and told me they'd issue a refund.
A $10.50 refund just appeared in my Google Wallet account. Not exactly what I'd been expecting, but I suppose it's better than nothing.
If your package was shipped UPS Standard, I recommend calling.
The above was from another web site that someone else posted.
I called the main Google number, 1-855-83NEXUS and spoke to the front line worker who stated he knew nothing about the switch to standard delivery but created a ticket and forwarded it on to the powers that be. This is the same route the other person had happen. I will update later if i also get the credit.
A partial refund of the $20 Canadian shipping isn't acceptable when they've shipped weeks late to Canada.
Sent from my Nexus 7 using xda app-developers app
Full Refund
ijeff said:
A partial refund of the $20 Canadian shipping isn't acceptable when they've shipped weeks late to Canada.
Sent from my Nexus 7 using xda app-developers app
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Update i win
just got an email from google play
Thanks for contacting Google. For your troubles, I’ve gone ahead and refunded the CAD 19.99 in shipping charges for this order. The funds will be returned to your card within 7 business days.
Pat.T said:
Update i win
just got an email from google play
Thanks for contacting Google. For your troubles, I’ve gone ahead and refunded the CAD 19.99 in shipping charges for this order. The funds will be returned to your card within 7 business days.
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how do you request a refund for shipping?
I just called and basically I told them that my shipping wasn't the 2 day shipping on the website and that it was UPS Standard instead.
Basically they said they'd put a request for reimbursement and said i'd hear back with them in about a week.
linkinparkfan007 said:
I just called and basically I told them that my shipping wasn't the 2 day shipping on the website and that it was UPS Standard instead.
Basically they said they'd put a request for reimbursement and said i'd hear back with them in about a week.
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alright thanks i'll be calling them
From the timeline I can work out from your posts, it took about 5 days to get a reply to the email? I've emailed (yesterday) but not called.
refund
hpka said:
From the timeline I can work out from your posts, it took about 5 days to get a reply to the email? I've emailed (yesterday) but not called.
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Not a word from them after the Initial call. Then received an email on the 4th day about the full refund. Email will not work as they do not reply to them, you have to call. They will ask you for your email account you used to order it from ie: gmail and will respond back to that account.
Pat.T said:
Not a word from them after the Initial call. Then received an email on the 4th day about the full refund. Email will not work as they do not reply to them, you have to call. They will ask you for your email account you used to order it from ie: gmail and will respond back to that account.
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I was afraid of that... I think I'll wait for the rush to die down a bit then get on the phone
I just called that number and was told they couldn't refund as they had no tool to do so but they would put a note on my file. Was told to go to the play . Google . com and get to my order through Google wallet and ask for a refund of the shipping. Hope it works.
Sent from my X10a using xda premium
I just called, got through to a guy right away (1:30am EDT lol). He said the same: Can't do anything, forward to specialist to take a look at it. We'll see if I get the refund.
refund
skyler0 said:
I just called, got through to a guy right away (1:30am EDT lol). He said the same: Can't do anything, forward to specialist to take a look at it. We'll see if I get the refund.
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That's exactly right the front line worker can not do anything, he passes it on to the specialist and they look at it. Once it has been determined that there was a shipping error you will receive an email from them.
Well I just called Google Play and he pretty much said that they are aware of the issue and instantly started the process to credit my account. Good thing I saw this thread - I admit I was a little perturbed that I didn't get my 2 day shipping but I was going to let it slide. Now I'll get a small refund.
thefunkie1 said:
Well I just called Google Play and he pretty much said that they are aware of the issue and instantly started the process to credit my account. Good thing I saw this thread - I admit I was a little perturbed that I didn't get my 2 day shipping but I was going to let it slide. Now I'll get a small refund.
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"aware of the issue" as in they'll start refunding all of us soon, or should I still call in?
the csr never forwarded me to any specialist just saying that he will put a request note for me..will try to call again to follow up next 3 days
KUNITZ22 said:
"aware of the issue" as in they'll start refunding all of us soon, or should I still call in?
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Oh I doubt that they will retroactively go back and credit everyone....only for the people that actually call in and complain. So I definitely would place the call and request a refund of the difference. I had mentioned to the person that it shipped as UPS Standard and that I paid for 2 day (wasn't much of a choice when ordering) and he said that there was some glitch somewhere and started the refund process of the difference. Didn't have any issues.
I just called the hotline that OP posted and explained to them the same thing. They said they need to forward my issue to the "shipping team", and I'll get an e-mail in a few days with a final decision as to what they will do about my request for a refund (of the shipping).
money fully refunded
Final update
Jul 25, 2012 GOOGLE *Google Play GOOGLE.COM/CHNS
19.99
was just redeposited back into my credit card
ibopm said:
I just called the hotline that OP posted and explained to them the same thing. They said they need to forward my issue to the "shipping team", and I'll get an e-mail in a few days with a final decision as to what they will do about my request for a refund (of the shipping).
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did you received any email after you ended your call that has the call reference number, your request for refund and the operator's name?
siewkaiyek said:
did you received any email after you ended your call that has the call reference number, your request for refund and the operator's name?
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nope
Hi guys,
I know a fair few of us have rejected their parcels because we were unable to cancel orders via Google Play.
My order was returned to Computer 2000 (in the UK) and signed for by them on the 19th, however to date I have received no communication from them and no refund.
Have any of you that have rejected your parcels received your refund or any other communication from Google?
Thanks,
Chris
ChrisH87 said:
Hi guys,
I know a fair few of us have rejected their parcels because we were unable to cancel orders via Google Play.
My order was returned to Computer 2000 (in the UK) and signed for by them on the 19th, however to date I have received no communication from them and no refund.
Have any of you that have rejected your parcels received your refund or any other communication from Google?
Thanks,
Chris
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I never actually received mine as they messed up address label and TNT refused to let me tell them full address and then returned it before I had chance to go to depot to collect. I emailed Google at this point (through order page) on 20th and parcel was signed for by Computer 2000 on 24th so I emailed Google again on 27th, having heard nothing, and have no reply yet. I have managed to pick up a Nexus 7 in Curry's in the meantime so just want my money back.
dpjohnston said:
I never actually received mine as they messed up address label and TNT refused to let me tell them full address and then returned it before I had chance to go to depot to collect. I emailed Google at this point (through order page) on 20th and parcel was signed for by Computer 2000 on 24th so I emailed Google again on 27th, having heard nothing, and have no reply yet. I have managed to pick up a Nexus 7 in Curry's in the meantime so just want my money back.
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Not great is it? Mine's been with them for 10 days now (weekend included) and I'd expect to have at least received an acknowledgment e-mail to say they'd received for the parcel.
Chris
Mine has also been back with Google for over a week and no word. If my phone call to them is in event full I will just file a claim with my bank.
Sent from my Nexus 7 using Tapatalk 2
Yes I too am having problems getting a refund they have had mine back for a week this can't be write they better get my money back soon or gonna speak to my bank.
Just phoned Google... They will not consider even looking at my case until the 8th August passes. Considering they received it back on the 19th July, I'd call it appalling service.
At least Amazon and the like acknowledge receipt of a returned parcel - Google's complete lack of communication has ruined the customer experience. I'll never order anything direct from them again.
Sent from my GT-I9300 using Tapatalk 2
Same here terrible service.
What did you order from them?
Sent from my ADR6425LVW using xda app-developers app
16gb google nexus 7.
Same situation here. I might just log a request with the credit card company anyway, force them to act.
I only actually got charged 4 days after my delivery refusal had returned to the depot somewhere in leicester (this was a separate charge to the other three or four pending charges that had fallen off my credit card) . I spoke to someone last Friday who said it would be sorted ASAP, he said it was the first time he had seen this happen, but nothing done since.
I got one from GameStop on the first day they were available. Google received my pre-order back on the 19th. I called Google & they said it could take up to 14 days to process the returned order & issue a refund. Still waiting...
Sent from my Nexus 7 using xda premium
That's what I was told 14days but somehow I don't think it will happen.
it said 5-6 weeks for the refund to get processed on the site.
Sent from my mopho
cornelious2 said:
it said 5-6 weeks for the refund to get processed on the site.
Sent from my mopho
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Pretty sure that's illegal here. Where did you find it? Want to see if they are trying to say that for the UK too!
Sent from my Nexus 7 using xda premium
Mine was recalled before delivery, after 5 phoncalls to Google asking about what happened I was told that it was recalled over quality issues, I was told that it was a blessing is disguise, money went out to Google on the 18th and still waiting for a refund, tomorrow I am calling my bank to have the charge reversed, I am disgusted at Google service, I will never buy from them again.
Once I get my money back i am buying Asus transformer.
Sent from my GT-N7000 using xda premium
[UK only]
You have to be refunded within 30 days of you notifying of the order cancellation, regardless of whether you have returned item or not.
http://oft.gov.uk/business-advice/treating-customers-fairly/dshome/dsrexplained
I am in the US and I refused the delivery about a week ago. I had ordered a case with it and still haven't gotten the case. Back before I had refused the shipment I had sent an email about being able to keep the case and just send the Nexus 7 back. But then I found a different case and decided I would just refused it all. Well then they split the order and the case is in limbo somewhere I guess. Anyway, I got an email a coupel of days ago with RMA instructions for the Nexus 7. It was in response to my question about opening the package and taking out the case. So I sent them back the tracking numbers what showed the refused delivery and acceptance back at the shipping origin. I also asked if they could just not send the case that is still pending and just issue me my refund. I haven't heard back.
It was easy to refuse delivery, I have the free MyUPS service. When I got the package shipment notification from UPS I went in and had them hold it at the location. Since I probably wouldn't be home when it was delivered I would have had to drive it there anyway. There wasn't any option to refuse. It seemed the day before or maybe it was the day it was it the location I looked at the delivery options and there was a "Refuse" option. I chose that and they sent it back. Didn't have to drive out of my way to the UPS location or anything. I plan on doing the same if they ever send me the case.
xenon1024 said:
[UK only]
You have to be refunded within 30 days of you notifying of the order cancellation, regardless of whether you have returned item or not.
http://oft.gov.uk/business-advice/treating-customers-fairly/dshome/dsrexplained
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But it's not a cancelled order. You rejected their shipment. They can take as long as they please to "process it"
And for those of you thinking of filing with your credit card company or bank: good luck. Banks and credit card companies are notorious for providing extremely slow assistance for disputed claims. They will likely go to the retailer and give them like 60 days or something insane like that to respond before they do anything.
contact number for Google (UK)?
Sounds like I am just one of many who is experience a total lack of service or concern from Google?
TNT didn't manage to show up when I was home and wasn't allowed to deliver to the neighbour (although the package my misses got from TNT the same day was dropped off just fine); TNT failed to bring out the package when I arranged for redelivery (5 days after the initial drop-off) and only other option would have been a Saturday delivery, which turned out to be a no-go due to the Olympics (yes, I am located smack in the middle of London .. "yay").
Had no option but refuse delivery and have so far heard NOTHING!
Over the course of the last week I have used the google wallet email form 5 times and not received ANY response; I have tried the phone number on top of the page twice and gotten a fax/modem (+353 (1) 436 1001).
I am at this moment beyond pissed!
ANYONE have a valid (UK) number to contact these people?
I would have expected A LOT better service from a company like Google, but when (if?) I ever get my £209 back, I guess they've thoroughly proven to me that I'll be better off with an iPad - by the time the 7" iPad will be on the market anyway.
Oh well *sigh*
Just wondering if anyone else had this email this morning (UK):
Thank you for your recent order placed on Google Play. *Our records indicate that you have several open orders in our system. *You can view them in your Google Wallet account at: https://wallet.google.com/manage/#transactions.
We would like to confirm that you intended to place all of these orders before processing occurs. If it was not your intention and this is an error, we have three easy ways for you to cancel any unwanted orders. Note that all orders not canceled within the next 24 hours will be processed and shipped.
Online: Orders can be canceled using our online tool. Please follow the instructions found here:
http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2423477
Email: We can help cancel any unwanted orders via email. Simply reply to this email with the specific order number(s) you’d like us to cancel. You can find order numbers in your Google Wallet account:
http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2506346
Phone: You can call us at 0800 328 6081 to chat with a support agent who will help you cancel your order.
Thanks,
The Google Play Team
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I was one of those over-enthusiastic individuals that made several duplicate orders when their website kept crashing. It was actually the Nexus 10 that I ordered three times, but it looks like my Nexus 4 is going to be delayed as a result. I see other people have had theirs shipped already.
Anyway, I've cancelled the dups and email them back asking how it'll effect my delivery date. If anyone else hears anything about this, it'd be good to know.
I got it too but when I called yesterday the rep said unless you cancelled within the hour you would need to refuse delivery. I don't think it means its delayed.....
i recieved this email this morning. i phoned google who said everything is fine & it was standard procedure
I got this too but it was titled 'Action Requested' which lead me to believe I'd have to actually do something to continue with my order so I called Google. The only action needed is if you want to cancel it, otherwise orders will be processed within 24 hrs.
I got a reply. Looks like we're just going to have to wait.
Danny80y said:
I got it too but when I called yesterday the rep said unless you cancelled within the hour you would need to refuse delivery. I don't think it means its delayed.....
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I had the same yesterday, but received this email this morning. I don't expect a substantial delay, but I assume that these orders aren't going to be touched today, and processed tomorrow (after 24hr) in whatever state they are left in.
I'm glad I don't have to go through the rigmarole of picking out and rejecting two package, but still... delays. :crying:
Tibbz96 said:
I got a reply. Looks like we're just going to have to wait.
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LOL I got exactly the same email, ALSO from Reggie. this is AFTER I emailed them to say I do NOT want to cancel AND phoning them to tell them the same thing and that they can process the order and ship it.
This is so laughable, especially seeing as I had just as much 'fun' with the launch of the original Nexus 7's
For anyone in the same boat as me. As expected;
Hello ...,
Thank you for purchasing from the Google Play Store.
Because of the high influx of orders yesterday, the normal process time has been delayed 24-48 hours.
If you have anymore questions or concerns feel free to reach out to us again.
Thanks
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Noooooo.
I've been tracking my Nexus 5 for delivery today. And at 3:32pm it was delivered to my home and left at the front door.
At 3:45pm (there's a delay till it shows up on the website) I noticed it was delivered and called home.
Person at home was home since 1pm and I asked them to check the front door, nothing is there, checked the mailbox, nothing is there. Looked around the house, nothing is there!
When I got home, I checked my neighbors, nope, nothing there either
IT'S FREAKING NOT THERE.
I call UPS, they said to call the shipper to initiate investigation.
I asked if they can call the local warehouse to contact the driver, nope can't do that, gotta have the shipper initiate investigation (they used to do this a long time ago).
I call Google and they're forwarding it to Lost / Stolen department. They will investigate and if they find it lost they will disable the device/IMEI and issue me a refund.
No idea how long this will take, when I'll get my money back, and when I'll be able to order another one! It's out of stock for a freaking month!
I'm so pissed. I freaking hate UPS. This isn't the first time they've lost my packages, and hell, I've received other people's packages too from several houses down!
/rant
Update Day 2: Nothing new other than Google confirming the investigation.
It didn't show up magically the next day like others have had happen, but I did order a case for it from Amazon and it shipped 2 Day UPS and it arrived today just fine. Unfortunately I wasn't hope to talk to the driver.
Thought I'd post some screenshots of the emails I've received from Google (POST #47: http://forum.xda-developers.com/showpost.php?p=47167296&postcount=47 )
UPDATE 3: Yesterday I put in an order on the Play Store for another Nexus 5, it says 2-3 weeks and today I got shipping confirmation. Maybe the person investigating my case put it through faster?
Shrug, anyways I have this one being shipped to my work.
Still no more word from Google about the investigation yet, hopefully I get a refund.
UPDATE 4: UPDATE: My dad just texted me saying a package from Kentucky arrived early this morning. 3 days after the day it was supposed to be delivered. Tracking info still showed Monday as the delivery date.
I don't know the condition of the package if it was opened or relabled or anything. Will update once I go pick it up.
FINAL UPDATE 5!!!!!!
So, like I said previously, my dad told me when he left this morning at 8:15am for work, this package was magically on the front door.
I came and got it from him and check this out:
The original brown shipping box IS NOT SEALED, there is NO tape securing the box!
I just got my 2nd Nexus 5 delivered to my work today and it definitely has a tape that seals the brown shipping box.
So then I open the brown shipping box and the Nexus 5 box and my receipt is there, I slide open the Nexus 5 box sleeve and look at the white box the phone is in.
I flip it over and the 2 white tape that keeps it closed IS PEELED OFF AND PUT BACK ON! UPS person DEFINITELY opened it up and thought it was a quick score, then maybe someone investigated and he delivered it early in the morning!
The phone looks ok, the original screen protector is still on there and doesn't look molested.
Doesn't matter, I'm going to call Google and return this one, since I the 2nd one I ordered came to work and I've already set that one up.
Crazy few days here and yep, I still hate UPS.
nxt said:
I've been tracking my Nexus 5 for delivery today. And at 3:32pm it was delivered to my home and left at the front door.
At 3:45pm (there's a delay till it shows up on the website) I noticed it was delivered and called home.
Person at home was home since 1pm and I asked them to check the front door, nothing is there, checked the mailbox, nothing is there. Looked around the house, nothing is there!
When I got home, I checked my neighbors, nope, nothing there either
IT'S FREAKING NOT THERE.
I call UPS, they said to call the shipper to initiate investigation.
I asked if they can call the local warehouse to contact the driver, nope can't do that, gotta have the shipper initiate investigation (they used to do this a long time ago).
I call Google and they're forwarding it to Lost / Stolen department. They will investigate and if they find it lost they will disable the device/IMEI and issue me a refund.
No idea how long this will take, when I'll get my money back, and when I'll be able to order another one! It's out of stock for a freaking month!
I'm so pissed. I freaking hate UPS. This isn't the first time they've lost my packages, and hell, I've received other people's packages too from several houses down!
/rant
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Wow that sucks
I think another guy had his package stolen as well. I guess that's an advantage of living in apartments. There's always someone to sign and keep your packages.
It could have been delivered to someplace other than your immediate neighbors.
I just moved into this house a year ago on the North end of a street and all of my FedEx packages for the first 2-3 months went to the South end of the same street, to the same house number.
Thankfully that neighbor was kind enough to bring them to us - but the point is, who knows. **** happens. You have no way of knowing if UPS is "stealing" your phone.
ack154 said:
It could have been delivered to someplace other than your immediate neighbors.
I just moved into this house a year ago on the North end of a street and all of my FedEx packages for the first 2-3 months went to the South end of the same street, to the same house number.
Thankfully that neighbor was kind enough to bring them to us - but the point is, who knows. **** happens. You have no way of knowing if UPS is "stealing" your phone.
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UPS isn't "stealing" it. Another user on here had his package actually stolen by someone since Google is being cheap and doesn't require a signature.
Lesson learned. Good reason to always ship to work or a mail box at a ups store
aooga said:
UPS isn't "stealing" it. Another user on here had his package actually stolen by someone since Google is being cheap and doesn't require a signature.
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I was required to sign for my package.
I hope I have to sign for my package also. And I live in SoCal myself..Specifically San Diego. But it's just sad that people have to do this all to others. Hopefully Google can send you out a replacement device ASAP, if not, the refund.
maybe the person who u live with is hiding it from u
and this is why I pick up expensive packages at the UPS sorting facility downtown
Sorry to hear about your loss nxt Hopefully everything will work out.
kurbstar said:
and this is why I pick up expensive packages at the UPS sorting facility downtown
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I did the same thing:
"As requested, the receiver will pickup at a UPS facility at their convenience. This must be within 5 business days."
Some times they leave them in our garage. Fooled me at least once.
UPS has done this exact same thing to me before but delivered it the next day. So even though it showed delivered at my front door the UPS guy showed up the next day with the package.
Not sure how often this happens but it may be a possibility for you.
This sucks, but is also why I have everything important delivered to my job.
UPS is the only company I know that will leave an item regardless of value or size anywhere.
aooga said:
Wow that sucks
I think another guy had his package stolen as well. I guess that's an advantage of living in apartments. There's always someone to sign and keep your packages.
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Depends on the apartment. UPS often parks on the other side of the street of my apartment, waits there a few min. They then update the delivery saying no one was home and then drive off. Hopefully this doesn't happen tomorrow when my phone is supposed to come. It's really annoying.
Lol i have shipped with usps and they stole like 3 packages from me ... after i left the store no further status came up on them they were cell phones i sold on ebay.
So i left an active wireless cam inside to ship i told them specifically to be careful because the package inside was very expensive.
They opened it .... had a battery pack inside and saw all there faces from my car ... recorded. reported, they all got fired. still lost 3 packages.
UPS ran to my front door, put it on the steps, and hit the doorbell and left...luckily I planned to camp the front door all day waiting for them ::silly:
Lost
Same thing happened to me, UPS says the delivered my nexus 5, however no nexus 5 ever was placed on my front door step. I had been waiting all day, never left the house. The worst part is Google says they will blacklist the device then eventually issue me a refund. I have to go through the process and reorder through the play store and wait the 4-6 weeks.
Exel said:
I was required to sign for my package.
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I didn't have to sign
Jaxidian said:
I didn't have to sign
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The guy even asked what my last name was.
If google wants they can find who has it because it has the imei number and whoever will use it will have to sign in with gmail account.
So I pre-ordered the N7 black onyx on August 4th. On the 14th I get an email saying my order has been processed and another email saying it's been shipped with a tracking number. The tracking number still shows that it hasn't been picked up, just the label created. I've called T-mobile 3 times, the first 2 people said that it would ship out soon. The 3rd, most recent person I spoke with said that a specialist would look into it and they would contact me. It's been 3 days and nobody has contacted me. Not sure what to do other than cancel the order, but I will lose out on the pre-order bonus. I just want my new phone
It's not lost.
I never got a tracking number and according to the website, the order is still being processed. Phone was preordered on the 3rd, and delivered on the 18th. Just saying, their site is just disinformation and their reps will only tell you what you can already see by logging in. I'd say if your card gets billed, you'll get the phone within a week.
Sent from my SM-N930T using Tapatalk
look like someone stole your phone , check the tracking number on the ups website
Delivered or shipped pm thw 18th? What's thw current status of thw shipping as of now? I work for UPS....
Sent from my SM-N930T using XDA-Developers mobile app
I went to my local store looking for a black note, none in stock. Ended up having the sales-woman place the order for one (this was last Saturday) hoping it would ship out Monday and be to me by wed....Monday no change in status, Tuesday no change. While driving back from SF that Tuesday called Bay Street T-Mobile store that had Onyx in stock....Drove to store called customer care who cancelled my order then I picked up the unit in-store. Sweet !!
Thursday I walk out of my front door and big T-Mobile package sitting there. Sure enough both phones show on my account....Now I have to deal with returning this 2nd unit....
My point....how do you not have your phone yet? .....it's raining phones in my world..
kryptonixx said:
So I pre-ordered the N7 black onyx on August 4th. On the 14th I get an email saying my order has been processed and another email saying it's been shipped with a tracking number. The tracking number still shows that it hasn't been picked up, just the label created. I've called T-mobile 3 times, the first 2 people said that it would ship out soon. The 3rd, most recent person I spoke with said that a specialist would look into it and they would contact me. It's been 3 days and nobody has contacted me. Not sure what to do other than cancel the order, but I will lose out on the pre-order bonus. I just want my new phone
Click to expand...
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Check with T-Force via Twitter (@tmobilehelp). Also you can email the executive office (they are the ceo's direct reports) at [email protected].
Sent from my SM-N930T using Tapatalk
I called in yesterday and finally spoke with someone who knew what they were doing. They admitted that the order has probably been lost and they started a new order which just shipped out today. If they don't find the first phone, they said that they would honor the pre-order bonus. They also gave me a credit of the Netflix value to my account for all the trouble.
I get it, mistakes happen and I'm not mad for that reason. It was just really frustrating trying to get any help. I felt like I was getting generic responses and nobody was actually looking into it.