Topic: undelivered order - Nintendo refuses to solve this

Hi,

I´ll try to short down this as much as i can.

On the 20th December i ordered the NES controller from the german Nintendo site, all because here in Sweden we don´t have any option to order it from here.

So 2 days later or so i got a email with a tracking number. i waited 1-3 days and then used the tracking id to track the package, and the status said "Please contact DHL support for more information", so i called them and asked what the problem was, and they told me that because of damaged parts in my order the package had to be sent back.

So i immediately contacted them thrue their email and asked what was wrong and if they could fix it asap. Never recived any reply at all, even though i sent mail to 3 different email-adress, but then i used their chatt service (the UK site), and they promised to escalate the case and solve this.

Few days later i decided to track the package again using same tracking id that they provided me, and now i could see that there was an update, on the 2nd Jan Nintendo shipped out a new package to me. On the 4 Jan, i get the same message from DHL, "Please contact DHL support for more information", and i got the same answer once again, that the package is going to sent back to Nintendo.

Here´s the thing guys:

1. I´ve sent them many mails, and not even a single time have they answer any of them, and the only time i get help is when i turn to their chat-service, and even their, when i´m speaking with them, it feels like they´re all robots, giving me same bullshit excuses and automaticly answer that they copied and pasted to me.

2. The thing is my English isn´t that great, so i can´t really call them either, so my only option is to keep sending mails, even though they haven´t answered a single mail yet. And the chat support, there´s no use to go there, they will tell me the same thing over and over again, " we will escalate this for you and get back to you".

My question is, what can i do? I oreded this on the 20th December for christmas gift, but today we are on 11 Jan, and still nothing delivered to me.

I´ll take any sugestions please.

It sounds like DHL is the one having the problem tbh. Are they the ones you’re trying to contact?

@JackEatsSparrows Actually it´s Nintendo´s responsibility that they deliver the product to me, and that the order arrives safty, i´m a costumer to Nintendo, not DHL.

No, DHL has been nice to me, and they also have Swedish support, it´s Nintendo that i have problem with, not answering me as i said in previous post .

@Dejch29
From what I have heard, lots of people are having the same issue. Try asking them. I've seen one or two other threads of people with similar issues.

@Dejch29 How did you pay for it? Is there any payment protection? Can't you just cancel the order and recover your payment?

I used a Debit card to pay for the controller, and i´´m affraid if i do cancel the purhace and if it´s possible, they will bann my account.

I'm in the same situation : /

I had ordered them on the 21st December 2018 and had an email on the 28th with shipping confirmation.
In the email, the expected delivery date was 2nd January 2019. A week later and they still haven't been delivered. I've tried contacting MyNintendo Europe but had no reply. The DHL status says it's still with the delivery courier in Germany?

I'm not quite sure what is going on with our orders....

@Dejch29 You're entitled to a refund if whoever can't get you your order. To me, it sounds like the order is being shipped by Nintendo to DHL. It's damaged somehow, and DHL are sending the item back. To me, that's a DHL issue and not Nintendo in terms of damaged goods (Nintendo usually pack items well). I'd get onto DHL, then back to Nintendo.

There are videos floating around of delivery issues from Nintendo in the UK. They don't use DHL over here, that's for sure. The way around this in the future seems to be to order from a reputable online retailer, which is usually Amazon. Sorry this hasn't helped you, but wanted to point out the wider issue. Whilst in this case, the delivery company doesn't seem to be the issue, elsewhere it more certainly is.

@Shellcore I think the the talk here is about the NES controller made by Nintendo talking about Amazon isn't to going to fix it. This sounds more like a DHL damaged controller and they should pay to replace the Controller from Nintendo. I got mine and the packaging was fine. The Poster needs to file a formal claim of damage by DHL with DHL and report to Nintendo that DHL damaged their Order and for Nintendo to help them not blame Nintendo for the damage by the Shipper.

He can't do that though if he hasn't received the package in the first place. There's no proof other than being told, which in all for me sounds dodgy in the first place.

The way they are packaged, they shouldn't be getting damaged.

As you say, this is not DHL´s responsibility, it´s Nintendos to make sure that the package arrives to my doorstep, and after that, if the package is damaged or something els, then i could blame this on DHL, but not before that.

And secound part, i don´t think they sen´t back the package twice because of damaged package, rather this is about the battery inside the controller or something like that, something that prevent DHL from shipping it to me twice.

I don´t really know what to do more, i haven´t got a single answer from all the mails i´ve sent, the only option is to call my bank in Monday and ask for them to chargeback the money, and then i will risk getting banned from Eshop maybe?

@Dejch29 Why would you risk getting banned? It's a simple matter of canceling an order because you're not receiving the product.
I'm still confused how DHL is getting the package from Nintendo, putting it on route, determining that the packed and boxed item is damaged inside, and sending it back.
Where in the transit chain is DHL saying the package is damaged? When its received by Nintendo, or when they have begun route transit?

Man people don't read do they. And you think packaging of all sorts never get damaged. Maybe you should stop hitting the koolaids at night there. Obviously this poster doesn't understand packaging can get damaged and it happens in shipping.

Did you try to get to the DHL location and ask them as well. In NA I can drive to my DHL and get the package if need be as well. So you should find where if possible and tell them your coming there to get the package to see for yourself. A truly SuperL.... in the playbook.....

I had a similar situation that is only slightly different from yours in that my issue with the parcel was resolved a week after I filed a complaint. The second time I tracked the package by using the track china post package provided one hundred percent reliability. I think that is the most beneficial and valuable option for such issues.
If you had initially been done so, you could have taken some action before the package would have been lost. I think next time it will be like that because now you know how to solve a similar problem.
You can find this tool here https://www.packages24.com/carriers/china-post-tracking