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Google Express Review + Feedback & Discussion

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Write and read about experiences in shopping on Google Express (express.google.com) including dealings with customer service, problem resolution, and opinions about the service..

Read 1 Customer Review for Google Express.

How is the price of the products/service offered compared to the competition? (10 = cheapest found, 5 = average) - 1 person rated the prices offered by the store a score of 5.23
How long did it take for you to get a reply from customer service? - 30 hours on average experienced by 1 person hour(s)

GXCustomer reviewer photoPosted by GXCustomer (8 months ago)

Order Delivered to the Wrong Address/Wrong Tracking Number

I was a new customer with Google Express. Last week I placed an order for a 43" HiSense 4K TV which was shipping from Costco. It was a good deal as I got $20 off using a first time user coupon code, and it was already on sale to boot.

Today I got an email saying it was delivered. I went outside and didn't see any box, so I looked at the tracking number. It was delivered to ANOTHER STATE. Say what???

So I called 1-855-869-4949 which is Google Express' phone support number. The rep told me that I actually got the wrong tracking number, which I thought was pretty incredible. She said I would be emailed an updated tracking number.

After several hours when I still did not get any updated tracking number, I tried getting help via online chat with a Google Express rep. He pretty much repeated what the phone rep told me, and added that it could take 48 hours before they get back to me.

That's pretty disappointing, and he could not even verify that my order had actually been shipped, even though my credit card was already charged the full amount of $184.02. I even asked if I could contact Costco directly but the rep said "It has been taken care on our end and we're currently working with UPS regarding this issue".

As compensation I did receive a discount code for a future order, which is nice, but as of now I'm still without the TV, and have wasted quite a bit of time dealing with this problem. I will provide further update when I do receive it. For now, this is just a very unusual happening for an e-commerce operation. Apparently there is lack of automatic verification to ensure shipping address matches the one associated with the tracking number, and that to me is pretty disturbing, especially for the 3 giants of companies involved here in Google, Costco, and UPS.

Bought: 43" HiSense 4K TV (Model 43R7050E1/43r6e)

Order Date: 2019-04-12

Pros:
  • Website/App easy to use and search
  • Cons:
  • Inexplicable delivery/tracking number issue

  • Customer Contacted Google Express Via:
    (855) 869-4949

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    I just want to note that I did receive the TV, so everything's good and I consider this problem resolved.

    1 person said 'YES'

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