Ordered and paid from the www.galaxus.ch . It shows shipped but never received it. Contact the help center in galaxus.ch, always says they are investigating it. It is not a cheap one.
What else option can I have? Can I make a complaint to any government institution?
Thanks
How long ago did they say they were investigating? It normally takes a week or two.
Galaxus normally ship with Swiss post, did you get no tracking?
Great level of detail.
How long ago was the purchase? How long ago does it say it was delivered? What value was it? How did you pay?
If it is less than 30 days since purchase and you paid by credit card then contact your credit card company and do a chargeback and then let Galaxus resolve it with your bank.
That is quite strange for Galaxus. I have only had positive experiences with Galaxus
It may have been left on a doorstep or in a parcel box and been stolen. Not Galaxus's fault.
we could argue about that how smart it is not to have the option to send it as "signature required", especially for expensive electronics, etc.
Maybe too late, but there’s a an option to pick up at Migros, including some Migrolinos https://helpcenter.galaxus.ch/hc/en-…at-is-PickMup-
On the other side, with Swiss Post you get email notifications for beginning of shipment, expected delivery and delivery done, so you have plenty of information in order to organize and react.
You might have to register to configure these alerts, I'm not sure now, but I definitely recommend it. At least one knows if a parcel was delivered or not...
If there was violation to any law, right or contract then probably yes. But so far what you have is a late parcel and the company working on it, so I would say "no".
It only says it is shipped but no tracking available.
Ask Galaxus for the tracking details of Swiss post, normally Galaxus are very good, they seem to put as very high value on customer service so i really wouldn't worry too much, it will get quickly sorted.
How long ago did they say there were investigating ?
This is not very helpful but standard for Digitec/Galaxus. Even for delivered orders the status remains "shipped" - the rest of the tracking is done by the Post but not synchronized with the seller.
Did you receive an email from Galaxus that says "your parcel is on its way"?
That email contains the tracking number for Swiss Post:
Or left at a neighbors door, with a post-delivery picture clearly showing that to be the case, only for the neighbor to deny they'd received it...
But that does not answer the two critical questions asked:
- When was it shipped?
- And how long have they been investing?
I once had a Galaxus order go for 4 weeks saying it had been shipped (I had forgotten that I'd ordered it by then). It was only when I was looking through my past orders that I realised I had never received it.
Galaxus customer service were excellent - I spoke to them, they discovered the third party supplier had run out. They cancelled the order on the same day, I had the refund within 5 days.
They often use third party suppliers, and therefore don't always have full oversight of the shipping. Nevertheless, they appear to take customer service quite seriously. This advice is somewhat dependent on the value / criticality of the item, and also when you placed the order / when they said they were investigating, but if you're really unhappy, I would contact them again and state that you're not satisfied with the response you've received so far, and you want to know what the next steps are.
Importantly, know what you want out of this situation - do you want a refund? Do you want to wait longer for the item if there's a shipping delay? It's always helpful to identify your preferred backup outcomes before you rage at them.
Good luck.
I have been purchasing from Galaxus since 08 years now. Never had an issue. Never had a lost package. And when I have had a problem, they have been more than fair.
It could be that either the package was delayed (which you can check from the status page) or it was picked up from the porch.
Swisspost is super good in terms of keeping you posted. If they confirmed delivery, then someone has picked up the package.
How reliable is Galaxus. I ordered a table (Micasa) from them. It left the warehouse 3 days ago. No tracking number and still waiting. Should I be concerned?
I order from them all the time, extremely few problems.
And those few problems I've had have been resolved extremely quickly and to my satisfaction.
If you're worried, contact them.
Ordered fulfilled by Galaxus themselves are really good.
Those fulfilled by others (you can see this on on item's page) can be as hit-or-miss as anywhere else.