How do I raise a complaint?

[Johnny1984]

How do I raise a complaint?

At this point I have returned a faulty item and the replacement was sent to the wrong place it does not look like it was Google's fault that the device was delivered to the wrong place as DHL have the correct address but for whatever reason the photo DHL provided was not on my road. I tried contacting DHL they wont deal with me only the person(s) or company that paid and sent the item.

Have contacted Google several times via chat and email and I keep getting asked the same question or being told it was delivered to my neighbour. It was not delivered to my neighbour as the picture provided by DHL is not on my road. I have provided evidence via the DHL confirmation picture and pictures, videos and Google map links so they can see that the front of my and my neighbours house doesn't look anything like where the parcel was delivered to. YetI  still am not getting a response via email. 

At this moment it is basically theft.

[JillG]

Hi @Johnny1984 

I sent your post over to our Community Specialists. Do you have case number? If so, please post it here.

[Johnny1984]

Hi, 

Yes see case ID below. 

Case ID 9-9403000036278

Like i said the fault has been caused by DHL not Google but DHL wont talk to me and the Google customer care just keeps telling its being investigated it will be 1 month from tomorrow since I started my returns based on warranty. 

[AxelD]

Hi Johnny1984,

I apologize for the inconvenience caused by the delay in your replacement process. I see that the case has already been escalated. I'm following up with the department in charge and will get back to you as soon as I have an update. Please refer to your existing Case ID for reference.

Regards,

Axel.

[Johnny1984]

Can you tell me how to raise a complaint please?

I still have not heard anything from anyone. My emails are ignored and evertime I talk to a Google representative in chat or phone I'm told it has been escalated to a higher team. It has been a month and two weeks now this is ridiculous. I have supplied videos Google map links everything that has been asked of me and still have not received my warranty replacement.  In over six and a half weeks. I would like to raise a formal complaint and to receive a letter of deadlock if you google are unwilling to assist or talk to me.

Also I will be reaching out for consumer protection advice from the citizens advice bureau, as at the moment this amounts to nothing more than theft.

[AxelD]

Hi Johnny,

Thank you for your patience. I received an update from a higher department that unfortunately confirmed the package was delivered to the wrong address. I recommend contacting the courier directly to discuss solutions for retrieving the package.

Regards,
Axel.

[Johnny1984]

The courier won't talk to me they tell me to contact the seller. As their contract is with the seller not me. Google needs to sort this out with the courier not me there is nothing I can do. 

[AxelD]

Hi Johnny1984,

Thanks for replying. I completely understand that you were instructed to contact us to get a solution. No worries, I just made another escalation, and an agent will contact you as soon as possible. Please refer to the same case number.

Regards,
Axel.