What do I do about an order that never arrived?

Hello Alex Lamerton,

We appreciate you for bringing this up to Xbox Community Forum and we hope that you are well today other than this account issue.

We understand that you need help with your order, the Xbox Elite Series 2 Controller which as per description, you ordered a month ago and till now it did not arrive to your end.

Let us check on this together and sort this out to assist your concern. However, before we proceed, we would like to ask few questions about it.

1. Where did you buy the controller?
   
2. What did FedEx say about the issue?
   
3. Did you have a hard time contacting our real time support?
   
4. Was there an issue with your mailing address?
   
5. Did you check email if you have any updates about it?
   

The above questions would help us provide the necessary information. Once we have gathered all the information, we will formulate the viable solution to help you with your case.

For the meantime, we have some suggested work around with regards to issues like this. If you buy it from Microsoft Store, then we suggest clicking to this link and send follow up. Also check the appropriate the region where you are located. Contact Microsoft Store Support - Microsoft Support.





Let us know the result and we will get back to you as soon as we can. We may recommend further troubleshooting steps once we have received your answers to the above questions.



We will be glad to follow up and help you.

Sincerely,



Xbox Forum Moderator

Microsoft Community

Please refrain from creating duplicate threads. You'll want to wait for a response from your original thread.

Hello Alex Lamerton,

We really appreciate for your patience and couldn't really imagine how important it is for you to be able to fix this problem as soon as possible. However, we realized that this issue would be handled better by our live support team so they can properly verify what is happening to your order. They are more equipped with all the tools and resources to get your problem diagnosed. Allow me to repost this link again for you to contact support. Contact Microsoft Store Support - Microsoft Support.





We wish you a good day!



Kind regards,



Xbox Forum Moderator

Microsoft Community

Hi Geri,

In response to your questions, I bought the controller from Xbox design lab, FedEx said there is a clearance delay due to missing parts but I explained to them several times I have already received those parts separately which I was told would happen in the confirmation email. They have repeatedly requested for it to be approved in customs and have said every time that someone will be in contact with me, this hasn’t happened. I have not been able to contact Microsoft by either phone or online chat. There are no issues with the mailing address as I received the other parts with no problems. I have not had any further updates.

Hey Daniel,

I think it's the righht way to request a call back from MS. Make sure to have the delivery number at hand.

MS has paid for the delivery insurance so they have to deal it with DPD.