This is blatantly poor customer service. You shouldn’t have had to do that. Bambu should have contacted the courier for you. Your forgiveness to a massive corporation for constant display of logistics mismanagement fully reinforces Bambi’s stance on the issue at hand. This company doesn’t care about customer service, or they wouldn’t put the burden of loss onto their customers.
It’s not just BL though. That wasn’t the first time I experienced undelivered items bought online and delivered by a 3rd courier party. Went through about the same process. You could see that I waited a couple of days before even contacting Fedex, showing the experience there 
Yes, I could have told BL that I didn’t receive the item and let BL handled it from there. But BL would have to wait for Fedex to start and conclude their investigation like I did. It’s the same process. I just decided to do that part so I had better control over it. It’s my own choice, and I had done it before with other products.
I only shared my own experience. It doesn’t mean everyone has to do it my way, but the process will be the same.
1 Like
I feel your pain. I posted about this before with respect to Bambu using FedEx Ground.
What you’re referring to definitely sounds like FedEx Ground. Although they wear the uniforms and drive trucks with the logo on the side, they are not FedEx employees; they are contractors in most states. They are disgruntled and have a very high turnover because of the shitty way FedEx treats them. So your example was likely yet another pissed off FedEx Ground driver.
FedEx Ground is used by Bambu in the US. Unlike FedEx regular with the Red logo, they are more of a consolidated freight service. They originated from Roadway Package System (RPS), which FedEx purchased. This is not the hub distribution system that Fred Smith founded back in the 70s with FedEx overnight, where all parcels were shipped and sorted in Memphis, TN, and then flown out by 4 AM to various US cities. Instead, it is more of a network of loosely confederated relay hubs that aggregate packages until they get a full truck.
It should also be noted that FedEx Ground drivers sued FedEx for breach of contract because each driver had to fund $60K for their own truck, much like a franchise, and then FedEx would manipulate rates and terms and conditions of their contract. They won that suit. I bring this up because it exposed the disgruntled workforce, and nobody blamed them.
So if you remember FedEx’s original slogan was “When it absolutely, positively has to get there overnight…” Well, for FedEx Ground it should be “When it might get there at all and in one piece…” 
I once tracked a rather sizable shipment of 20 line items from Bambu that originated in City of Industry, CA. It took 7 stops and 11 days to go cross-country. It was maddening because I watched the package get to my region in 3 days, thinking, “Oh good, it will be early,” only to see it zigzag back and forth to different hubs, often using a route that would have forced them to pass my house and then stagnate at a terminal that was less than 30 minutes from me, then only to again get shipped to another terminal across state lines and wait there for two days until it finally was delivered by the last mile courier. It was totally frustrating.
I totally agree with you, but maybe a suggestion to give them some proof you didnt receive the package:
Do you or someone of you neighbours have some sort of camera (doorbell, IP, Tesla, etc) that has taped the moment of delivery? That must be the best proof i can think of in this situation.
Hopefully this helps a bit. Good luck with the situation and hopefully BL will sort out this issue.
Footage of nothing is unfortunately proof of nothing.
DPD would only say the date/time of the delivery notice doesn’t reflect the actual date/time of the delivery, simply the delivery notice.
It’s important to note; DPD haven’t denied they failed to deliver the package, nor have they defended a photo of a house rather than their policy of a photo of the package in a doorway as the correct proof of delivery.
It is BL who has decided to fall silent and not initiate an investigation.
They have asked me to fill in a paper form I cannot fill in due to one of my physical disabilities and failed to respond to my request for an accessible version.
They have failed to respond in any way whatsoever.
I hoped that you knew the exact datetime of the delivery and if you see a courier deliver a package to a certain house on the exact datetime that would be proof enough where the package must be right now. Agree?
Same goes for not seeing anything on that exact datetime. Then there wasnt a delivery to the house they said they delivered it to.
I only have the date/time DPD gave. I never saw them and they never turned up near my house, I have no record of them.
The occupants of the house they went to were not in at the time as they were away on holiday and didn’t return for several days later. A kind neighbour kept trying them.
I am unable to leave my house, this makes all investigations by me rather limited.
If I provided all the footage of my house it would not provide evidence of anything. I can’t keep days of footage from multiple camera angles as we are talking hundreds of GBs.
If I had, BL or DPD would (as mentioned before) say, “The driver stopped around the corner out of sight of the cameras and traffic blocked the view”.
Had BL responded at the time or even a couple of days later, they could have asked for the footage at a specific time.
As I have said a couple of times; no one is disputing the item ever came to my house, this would require BL to be proactive or even reactive, they haven’t been either. They have been silent.
They are (unfortunately) typical of the modern type of “virtual” company. They have very little overhead because they have almost no staff, no customer service and ignore any responsibility for the things that “normal” companies are forced to deal with.
What a nice update from the Bambu support on my ticket:
Hi there,
We deeply apologize for any inconvenience caused by our logistics Services. Your order has been shipped to you via TOLL and the tracking number is:XXXXXXXXXX . Your package is on its way. Thank you for shopping with us.
Please feel free to contact us if you need further assistance or have other questions. We will be glad to help.
Regards,
Bambu Lab
Is this a joke ?
I am unable to get my delivery, unable to make their ■■■■ service deliver when I am home and after complaining TWICE about this I get this reply 
Starting to regret having bought from Bambu as I highly doubt their support will be any better once I need help with spare parts or repairs…
First an automated response filled with some custom blah blah, now this insult.
What again is the point of getting a support ticket and explaining a problem?
[Update]
Package 3 of 3 has arrived - The second AMS.
Still no 1 of 3 the AMS bridge.
At 4am this morning the delivery was scheduled for Tuesday. I am not a great sleeper due to my disabilities.
At 8am I am woken by the doorbell. I wake up each day blind for a few hours. I make my way downstairs, trip and fall down the stairs. I am at the bottom of the stairs for around an hour before I can get myself up. I eventually make it to the door, still unable to see. I open the door at find a box by touch, I pull it into the house and go and rest.
I have just watched the security footage, there is something to see as someone did turn up. The delivery driver was at my door for 7 seconds before leaving. This is despite the requirement to give me more time as a disabled person let alone not responding to me calling out I was hurt.
You will note that “no safe place” has been given and “more time needed” is enabled.
The delivery driver did make sure there was evidence of the delivery.
Can you see the parcel in the photograph? I can’t, it might be a variation on the school art class joke about a white rabbit in snow. I clicked the larger version, it isn’t a corrupt thumbnail as the bigger image is equally black.
This is the full video including; driver getting to the door, dumping the box, waiting just 7 seconds and leaving. Remember, no safe area has been provided for the driver to abandon the package and needs more time has been enabled for disabled people to be able to accept the delivery.
Simple solution - Hit them in the “purse strings”. Call your bank and dispute the charge. I’m not sure what the law has to say in the UK, but in the US, so long as there is a dispute on the charge, the vendor cannot collect the money from the bank. If Bambu can’t adequately argue their case to the bank, then you don’t pay for the transaction. That usually gets the vendor to willingly cooperate, as their mission is to get paid.
2 Likes
I doubt that Bambulab will even respond to the chargeback - which is a good result for the customer as it means that the temporary credit that will be issued at the start of the investigation will, by default, become permanent in time. In the USA that “time” is 2 billing cycles.
It should be noted, however, that when a single vendor hits certain chargeback thresholds, their merchant services account is flagged by the credit card processor as a fraud risk. I can tell you this: it is a nightmare to get reconciled. If more people would simply perform chargebacks, the accumulated weight of such complaints will force Bambu to react. Having said that, what do we want to wager that they’ll go in the opposite direction and move all their merchant processing and logistics to AliExpress? 
1 Like
They might do that, but in doing so while maintaining the same bad habits as now, they’ll be doomed to fail… unless they manage to pull out another golden rabbit from the hat by coming up with a newer and innovative flagship like they did when they launched the X1C
Yes, that’s a very good point that I forgot to mention.
As for partnering they would have been so much better off to partner from the beginning with a logistics company - setup an Amazon storefront or partner behind the scenes with Toshiba or UPS or one of literally dozens of specialist firms, particularly near the port of Los Angeles.
(for those who don’t know companies who spring up out of nowhere, say on Kickstarter for example, don’t build out their own logistics, warehousing, staffing, etc.they hire it all)
They are attracting enough negative attention that they may soon find their activities are scrutinized a lot more closely than when they produced their first little bunny.
Amazon Logistics have delivery problems, but, they own up to them and refund immediately. I can speak to a human, I can get compensation, I can get what I paid for.
I have no communication of any form, no compensation and still no product.
I have no AMS bridge and because of that, I can’t use the second AMS unit.
It is either called theft or fraud.
1 Like
Long story
Are you in uk if so I maybe able to help
Yes, I am, how could you assist?
hi
i have a spare one
where are you based