Issue with an order

Good Evening,

I’m wirting this as a latch ditch attempt to get some progress with my order, i’ll start from the beginning.

I ordered a 7 piece alarm kit as recomended by a friend on the 11/10/2020, order went through fine, and i received the goods on the 16/10/2020 unboxed the items to find that the keypad was damaged, i contacted Ring who told me to return the items with a pre paid label that they sent to me.

I boxed the items back up, printed the label and took the box to the local DPD drop off point as per Ring’s instructions (05/11/2020 -

Drop off point was: Drinks 4 U, Cramper’s Field, Coundon, Coventry, CV6 1HP)

I since learned from DPD that this shop wasnt live yet for collections even though they said it was and it hadn’t been collected for nearly a two months,

The parcel is now missing although tracking says it’s been at the Hinckley Hub since the 3rd of december (this tracking update only changed after one of countless phone calls to DPD)

DPD have said im not the account holder so won’t speak to me about an investigation/refund and have insisted Ring call them, Ring have said they won’t call DPD as they have no outgoing phone lines, DPD have been told this and have said then we cant help you…

To summarize the parcel was dropped off where DPD/Ring told me too, it’s been lost and I want this issue sorting by way of a refund or my items that i paid for, it’s been well over two months now that i haven’t had the items, i’m currently £234.09 down with nothing to show
for it, i’ve called Ring and DPD over three times now and i’m still no further forward, i’ve also requested to speak to a manager at Ring to be told none are available…

Please can someone contact me so i can sort this issue out, with everything going on, christmas, covid, business been closed due to covid, i do not need any further stress.

Many Thanks

Mark.

Hi @MBurden. With this being a neighbor to neighbor support forum and not a direct line to support, I would suggest reaching out to our support team. Our Account Logistics Department should be able to track this down for you. Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.