I was lucky enough to be able to order the Steam Frame 256GB version around 3 weeks ago to deliver to France.

Here is what happened since then :

• a first package was sent to me, and I wasn't able to be there for the delivery, so I asked for it to be delivered to a pick-up point near me; it was supposedly delivered on Monday 5th of October

• when I went there, on Monday evening, they told me that GLS never went there on Monday, and to try and contact them, which I did immediately. GLS told me they would look into it, but to get in contact with Valve so that they could launch an inquiry on their side. So I contacted Valve, telling them about the issue.

• on Tuesday (6/10), GLS told me to go to another pick-up location, which I did; spoiler alert : it wasn't there

I'll go quickly over the next steps : I went back to the first shop, contacted GLS, contacted Valve, and finally Valve told me they would send me another package.

This Monday (12/10), I received a mail telling me that a package would be delivered at my home on Tuesday. I wasn't able to be there, but was able to postpone it to Wednesday.

So, on Wednesday, I waited all day for the package (despite it being an issue for my work), and at around noon, the page said "Following your instructions, package will be delivered to this pick-up location", out of nowhere.

I immediately called GLS, who told me they couldn't do anything about it.

And later that evening, it said "delivered to pick-up location C".

The next day, I went there, and they told me that "they don't work with GLS anymore"...

I immediately contacted GLS, who of course had no idea what this was about and told me to get back there.

I reached out to Valve, but still no information.

This morning, I went to all 16 GLS pick-up locations near me, asking each of them if they had my package, and (of course none of them had it), but also 3 of them told me that they didn't work for GLS anymore (despite being referenced on their website) and one telling me "I haven't seen GLS for a month"

I don't know why I'm writing all of this, maybe because I hope Valve looks at this community ?

Does anybody else had the same issue with GLS ?

I am very disappointed by all this, and sincerely hope Valve can help; I tried everything with GLS directly, called them 7 times over 2 weeks, but each time they told me they can't do anything (they even told me "we can't contact the delivery driver, he doesn't have a phone"...)

I would like Valve to escalate the situation but they don't seem to answer anymore

Valve really shouldn't use GLS. I was greeted by this horror when my Steam Frame arrived:

In my case I was pretty lucky. Only the eye spacer had damage and a new one is on the way. Do remember that this is a large launch for Valve with a new headset and new technologies where people are finding all the issues an internal QA can't find. And everyone bogging them with when they'll receive their headset. So I imagine that Valve has a huge backlog of support tickets to go through and the more complicated a case is, the more time it will require. Patience is key. But I do hope you get your issue resolved quickly.

Could it be that someone in the middle stole it and lied on the delivery status?

That's what I'm starting to believe yes

Because on the local after market, a lot of steam frames have appeared recently

Two points:

1. Your contract is with Valve, their contract is with GLS. GLS does not have to work with you or give you information, they do not have a contract with you. If they do have to work with you, it is limited to the scope defined within their contract with Valve. If the package is not insured, carriers often care very little as there is no damage to them. You complaining at GLS will likely and sadly achieve little to none. Get Valve to raise a stink. Or not, they can just keep sending Frames into the ether, it's their prerogative.

2. Do not give the driver (or others) the opportunity to change the data attached to your delivery, if possible. I am not familiar with the system of GLS, but with DHL you may enter a drop-off location, neighbor or drop site in a web form once, afterwards all options to redirect are locked. However, all the information required to enter such a redirect is also available immediately on the package and their hand tool thingy. Even drivers (at least I'm guessing it's the drivers and not their dispatchers) not intent on stealing a package may use an unfilled web form to redirect the package to simply save themselves a delivery as they are always short for time. If possible, set the form yourself for it to be delivered to a neighbor, same address, same last name, change the first name except the first letter. Then just sit by the door, they'd have to at least drive by and stop in case someone audits the GPS trail of their delivery car.

Hope you get your Frame :)

GLS sucks in Germany, too.

Average GLS experience.

Ok, maybe not that bad but I had plenty of bad experiences with them myself.

What do you believe valve can do about your countries shitty gls delivery service? Luke, genuinely curious, because it's obvious that gls delivery people are stealing your packages.

Yes, I also believe that GLS are stealing the packages.
However, I do not have a contract with GLS, only with Valve. So each time I call GLS asking them where my package is, they tell me "You need to contact the sender"
And they are right : the law says (in France) that I cannot prosecute them directly; only Valve can do anything about it

Thank you for your response

Yes, I am currently doing 1, in hope that something can come out of it

And for your second point, I wish it was possible... But to me it seemed like I could just watch what was happening and not change anything

Interesting, seeing as they have serial numbers, and I assume Valve keeps track of who was actually supposed to get it.

Yep, GLS doing its thing. I was eagerly awaiting the shipment, got this "track your package live" mail. I was literally at the window, when the GLS truck sped past 😅.

Like 20 minutes later I got a mail "the driver didn't met you, when attempting to deliver". Well, obviously he didn't, because he just sped past our house. Would've been a better "attempt" if he tried to just throw the package out of his window.

Anyway, luckily enough I could pick the package up, so all went well, but...damn.

GLS, not even once.

Weird question, valve is their customer. Sue them and use a different delivery service.