Missing Order!?

support ticket #576766

Thanks for the update.
Tim

Hey @UserCustomerGwen

Can you help me out please! I got my WYZE package today, but it only contained 1 of the 3 items ordered. I got the 50 disposable face mask, but I am missing two order of 10 KN95 mask. Can you please look up and see what happened? Order number is 002223424

Thank you so much!

I’ve read here that the two types of masks are shipped seperately because they come from different locations.
Gwen will look into it.

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@UserCustomerGwen - Missing a thermometer from my order on 4/19, added messages to support, but have never been contacted, was hoping you could help. order number is 001926282

@Ohheyem, I just checked on your order and it looks like it was delivered yesterday. Is that correct?

@kaimals, it looks like your order is currently on back order. You should have received an email from us about this either yesterday or today. We apologize for the delay.

@freddie.dessau, I’m pretty sure that your order got lost. Sorry about that! I’ve processed a replacement for you. Your new order number is 002408596.

@klw103, I looked into your order and we have sent out a replacement to you. Sorry about the trouble!

@ChadInOKC, I’m actually seeing it marked as delivered through FedEx tracking. It’s listed as delivered on April 30th. Could you please verify if it arrived?

@michael.hillier, looks like your order got lost as well. Sorry about that! Your new order number is 002408653.

@jdkangleon, I checked on your order and it was in need of replacement. Our apologies! The new order number is 002408674.

@kevin.killingsworth, it looks like your transaction was declined and a refund was processed. You should see the funds back in your account between 2-5 business days depending on your bank.

@beautyestheticsnw, sorry about the missing thermometer and poor support experience! Replying to the email from support would have opened your ticket again. But I’ve processed a replacement thermometer order for you (002408746) so you don’t have to worry about that. :slight_smile:

@Wherearethey, I looked into your orders and here’s what happened. The KN95s are currently back ordered due to us having to replace some stock and that caused delays for more recent orders. We apologize for that. You should have received an email about that issue yesterday or today. We separated out your regular masks so that they wouldn’t be delayed. According to the tracking number that was updated today, the regular masks should arrive next Thursday.

@t800, I looked into your order and I’m admittedly confused by what I’m seeing. I’m asking for someone more experienced to help me out with this one as I’m not sure if I’m running into a system bug or just something that wasn’t covered when I was trained today. I apologize for not having an answer for you yet.

@vorare, sorry about that! I processed a replacement for your masks in order 002408803.

@albin_25, in this case, I would recommend contacting customer support. I just got trained in the basics of the system today and am not sure how to help with that. I’m sorry! :sweat_smile:

Wyze Customer Support

@emailtodbg, I checked on your order and it looks like it’s back ordered. We apologize for that. You should have received an email about this from us yesterday or today.

@canawler, golly. That’s a lot and we apologize for the frustration! I’m sorry, I don’t think I’m experienced enough with the system to resolve this issue for you myself. May I please have your support ticket number so I can get someone better equipped on this one?

@razman00, I just checked on your tracking number and it was updated within the last few days. It’s in transit to you. :slight_smile:

@project411, I’m not sure what happened to your other masks. I’ve made a new order to get your replacement to you. That number is 002408863. Sorry for the trouble!

@tdoodlerj, sorry about that! I’ve created a replacement order for you. The new number is 002408899.

2 Likes

@UserCustomerGwen thank you for the quick reply & support :grinning:

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This is to both Jason and Gwendolyn at Wyze.

I want to thank both of you for your help in resolving order problems. I can imagine that your ordering systems have been absolutely hammered at this time. I also realize that Wyze probably had never seen this kind of activity before. To all your customers: Please be patient, no one is trying to rip you off, things will get straightened out. I am a former Systems Administrator and understand that data systems can, and will, get overloaded. Be nice in dealing with customer support, they are here to help and are not responsible for the delays/order problems/lost shipments. They are here to help us and you need to considerate in how you talk to them.

All of you be safe.

Tim

2 Likes

@UserCustomerGwen
Order# 002038646 Order placed 4/21 for face masks and credit card charged. Still have not received and order shows “closed” in my orders page. Will I get the masks or a refund?
thank you

I will see if I can get Gwen to check back in here soon for the new numbers or anyone that still has issues, I apologize for you having to go through these issues.

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Thanks. The ticket number is 567762. Someone got back to me Friday evening saying they were turning it over to a specialist and that person would be in touch in 24-48 hrs.

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My Wyze Ticket 577856 in regards to my order. My Order # 001938438

Thank you @UserCustomerGwen for looking into it. This issue becomes extremely frustrating. I’m not sure what is confusing about my order or what issue you running into but just like other users my card was charged on 4/21 in the amount of ~150$. The order status says closed. My understanding is that people with orders from May already received their shipments of masks, What on earth is going on. It’s been almost a month and your best answer is “we’re running into system bug”? If you can’t resolve it in the next few days please issue a refund and I’ll make sure I will never deal with Wyze ever again.

I’ve ordered 6 light bulbs from spending more than $20. My order: 002262154

It said it’s been delivered from tracking number: 9261299988861736739881

It’s been 3-4 days, but still have not received them. I’ve looked everywhere and even ask neighbors, but without success.

I’ve already sent 2 tickets/email, but have not received a reply. Wyze Ticket 584907 and Wyze Ticket 589414

Please respond.

I placed an order on May 6, it doesn’t show in my order history, but my card was charged.

Ticket 584305 opened May 9, no reply.

@UserCustomerGwen

@UserCustomerGwen. My order says it was shipped on April 30th but I haven’t received anything. Tracking number doesn’t work on Fed Ex or USPS. Contacted support twice with no response. Can you please check on this? Order # is 002198452. Thanks for your help.

@UserCustomerGwen I am able to source Wyze with KN95s from impeccable supplier. If interested please let me know. (Yes, I am being patient awaiting my order). Be well.

@UserCustomerGwen… I paced two orders 002283820 and 002260120… these orders were placed when Wyze sent an email saying they were in stock and was still in stock when ordered and my card was charged immediately. I have not received them or any shipping information. Please check on this as my wife is in healthcare and both those orders were kn95’s and are in very short supply at her workplace… thank you

@UserCustomerGwen guys how much longer it would take to resolve? The customer support ticket said 24-72 hours response. It’s been over a week no reply. No order update for the order placed on 04/21. If you’re not able to process why are you taking these orders? You charged 150$ almost a month ago promising 1-5 business days delivery. This is a purely deceptive business practices

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I ordered 2 thermometers and 2 box of facemask. I received the face masks but no thermometer. Please help @UserCustomerGwen - Order # 001831740

Thanks!!