Reply from GPD StoreApr 23, 2025
We're truly sorry to hear about the issues you've experienced with your order and the understandable frustration it has caused, especially with the timing being so important. Please accept our sincerest apologies for the inconvenience and the communication gaps along the way.
As shared in our previous email communication, we have already provided all relevant updates and actions taken in response to your support request. We sincerely apologize that you did not receive the tracking information after your order was processed. We've identified and resolved the issue that led to this.
Please note that we have fail-safe systems in place where even if our system does not send an email with your tracking number, FedEx's system will send an email once the label is created. We would also recommend checking your spam or junk folder in case the email from FedEx was filtered there, as unfortunately we have no control over their email delivery system.
Our team responded to your support inquiry on April 6th, confirming that the matter had been escalated to our logistics team and we would follow up by Monday, April 7th. Please be aware that sending multiple emails in quick succession can unintentionally delay responses, as newer emails can be pushed further down in the queue due to the structure of our ticketing system. That said, we had already initiated an investigation with FedEx from your initial contact and were awaiting their updates.
As you later noted in your follow-up on April 10th, the shipment resumed progress after being released from customs, and FedEx confirmed the parcel was available for pickup following your hold request.
To clarify, once a hold request is initiated directly with the carrier by the customer, any resulting delays or delivery issues fall outside of our control. We completely understand how this affected your experience, especially with the signature requirement and scheduling at your delivery address.
Regarding your request for complimentary accessories (such as the KVM module and stylus) at support, we regret that this could not be approved. However, as a goodwill gesture for the inconvenience, we offered a 5% discount on your next order, which you declined.
While we are unable to provide complimentary items, we remain happy to assist you in filing a delayed delivery claim. In this case, however, FedEx confirmed that the delay was due to a customer-initiated hold, which makes it ineligible for a claim.
Once again, we sincerely apologize for the trouble and appreciate your patience. Your feedback has been forwarded internally to help improve our processes going forward. If there’s anything else we can do to assist, please don’t hesitate to let us know.
