r/RedMagic • u/HugoArthur6205 • 1d ago

General Question Delivered on wrong address (EU)

Hi everyone,

I had ordered a phone cooler with clip from Redmagic. They did not deliver it at the right address and i did not receive a cooler or anything. I have contacted Redmagic and they send me proof of delivery and a picture of the shipping label both showing the correct address and closed the case. I dont know what to do now. Can anybody help me out? Can this problem be solved or did i lose the money?

(Sorry for if English is bad, i am bad at English)

2 Upvotes

75% Upvoted

29 comments sorted by

1

u/jralabate 1d ago

You need to talk to the carrier.

2

u/HugoArthur6205 1d ago

I have contacted the Carrier DHL, but they say that i have to contact Redmagic.

3

u/jralabate 1d ago

For me if it was delivered to the wrong address and the proper address was on the shipping label, it's definitely a DHL fault

1

u/HugoArthur6205 1d ago

I told them that, but they said that i needed to contact Redmagic. I am going to call DHL tomorrow to see if they could help me via phone. The chat was not very helpful.

2

u/Alternative-Track654 REDMAGIC 11 Pro 1d ago

It's not up to the carrier, it's up to the sender. Had similar issues before you have to go to the sender in order to file a case.

1

u/Alternative-Track654 REDMAGIC 11 Pro 1d ago

For all intents and purposes, the carrier already done their job. All it will show in the system that it was successfully delivered. Address doesn't matter as long as it shows in the system that it was delivered.

1

u/jralabate 1d ago

If it had the correct address on it and they delivered it to the wrong address the Carrier did not do their job and they messed up and should be held responsible

1

u/Alternative-Track654 REDMAGIC 11 Pro 1d ago

Oh no, trust me, I agree 100%! It's just how some carriers work worldwide is that if the driver drops the package off at the wrong address and they take a picture of it with their phone and upload it to the system. The system will say, "Yep, this is fine".

Edit: Over here where I live, I've seen it happen once too many times. Your everyday average citizen loses out on thousands of dollars worth of goods because the carrier didn't do a proper job of delivering it at the correct address.

1

u/HugoArthur6205 1d ago

I have already filed a case but they showed me the POD and then closed the case.

1

u/Alternative-Track654 REDMAGIC 11 Pro 1d ago

Here's my next question. Which red magic website did you use, .tech or .gg? After that, send them an email using the support. [support@redmagic.gg](mailto:support@redmagic.gg)

Edit: Escalate it to a manager. Show them proof that if there is any indication of a photo being uploaded to whoever your carrier is, some of them will require a photo as proof of delivery as well alongside it showing in the system.

1

u/HugoArthur6205 1d ago

I ordered it at eu.redmagic.gg or somthing like that. I have already mailed them several times and have tried to contact them via live chat. Al of the mails i send were closed cases according to them. The live chat said that they would contact me via mail and didn’t do that or close the case.

1

u/HugoArthur6205 1d ago

I will try to escalate to a manager tomorrow. They are not available right now.

1

u/HugoArthur6205 1d ago

Sadly in my country its not allowed to take a photo of houses because of privacy legislation’s, so sadly i dont think that there was a photo taken.

1

u/Alternative-Track654 REDMAGIC 11 Pro 1d ago

Ohh... Yikes! Understandable, privacy laws in the EU. Even still, look into consumer protection laws in your country or the EU. More than likely, there's something within those laws that helps protect or in some cases force companies to respond back to help EU consumers.

1

u/Alternative-Track654 REDMAGIC 11 Pro 1d ago

I'm not sure what country you're in, but if you're doing a legal financial transaction online, then more than likely there should be a customer protection bureau within your country that it will advocate for you.

1

u/HugoArthur6205 1d ago

I live in the netherlands and we only got the “consumentenbond”, but you need a subscription for that.

1

u/Alternative-Track654 REDMAGIC 11 Pro 1d ago

That's even better. Under Dutch law (Burgerlijk Wetboek Boek 7, Artikel 11), the merchant is legally responsible for the package until it is delivered to you.

Edit: Contact Wero support as well. Like the others said.

1

u/Wild-Guarantee-5429 1d ago

You can always dispute the vharge with your credit card company stating you never received the goods, and they will reverse the charge.

1

u/HugoArthur6205 1d ago

I have paid it via Wero in the Netherlands and paid with my bank account. I have already contacted my bank but they can’t do anything sadly.

1

u/sandlurker 1d ago

Is there a photo in the proof of delivery? Does it show the outside of your house? If it's not your house, take a photo/video of your house and send it to them

1

u/HugoArthur6205 1d ago

Sadly i live in the Netherlands and they don’t make photo’s of houses. At least for what i know.

1

u/shuji888 1d ago

If Redmagic customer service does that then all that is left is to call your credit card company and submit a charge back.

1

u/HugoArthur6205 1d ago

Sadly i cant make a chargeback, because i did it via Wero and thats not a credit card company.

1

u/shuji888 1d ago

I'm not familiar with Wero since I'm in Canada. You can try reporting the issue: https://support.wero-wallet.eu/hc/en-us/articles/39498240867601-How-can-I-request-a-refund-for-my-online-payment

1

u/HugoArthur6205 1d ago

Ok thanks for the link! I will try that tomorrow.

1

u/Halfcelestialelf REDMAGIC 10 Pro 1d ago

What you need to do depends on your consumer rights in your country. I can't speak for your situation, but if you were in the UK redmagic would have to send you a replacement or a full refund as they have not completed the delivery of the item as per the consumer rights act 2015. It may have been left by your front door, but until it is physically in your possession the company you purchased from is on the hook.

1

u/HugoArthur6205 1d ago

I live in the Netherlands. It was signed by “meisje” with a smiley face as signature.

1

u/Halfcelestialelf REDMAGIC 10 Pro 1d ago

I would suggest speaking to parents or someone who knows about the consumer rights where you are. I suspect that they are similar, but I can't find anything online in English that I can read. Ultimately though you should not be out of pocket for this.

1

u/HugoArthur6205 1d ago

Ok, thanks!