Description

I purchased a pillow from Derila for sleep apnea, they used GOFO Express to ship the product. I received an email stating the product was shipped and would be at my residence in 3-11 days by Derila. I received an email from GOFO Express the product was delivered, but I did not receive it. I contacted Derila on 11/4 and they stated it was delivered and there was nothing they could do it was GOFO's issue. I reached out to GOFO and their automated system didn't know who I was. I reached back out to Derila and they provided pictures of the delivery, but it was not my house. I contacted Derila within a day from receiving the delivery was complete and reached out to GOFO a few days later, it was about 10 days from the complete delivery notice to contact with an automated system that didn't know me. Derila did give me a different tracking number than was on the original email and I contacted GOFO with that and did make contact and a claim was opened with GOFO. They said someone contacted me after the claim was opened, but I never received any email (inbox or junk mail). This person then said they needed pictures of my house and someone would reach out, which was on 12/1 and I received an email from them on 12/5 stating they needed a picture of my delivery address and I needed to do it in five days. I sent the picture on 12/9 and asked for a response in five days. I sent another email on 12/27 stating it had been 10 business days not including holiday and had not heard anything. They responded after my last email and I stated I was going to bring this to the attention of the BBB. They informed me that there was nothing they could do since it was more than 30 days, they said the delivery was 10/27 and I made contact with the claim on 12/10, but I had tried multiple times to make contact, but their automated system and the tracking number provided did not allow me contact. This whole ordeal doesn't feel right, the two tracking numbers, the automated system that you can't get through to a live person, 30 day limit, but no mention of this and both companies not taking responsibilities.