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Отговор от Ecoparcel

Good afternoon,

After carefully reviewing the photos you provided, we did not observe any visible external damage to the parcel. Consequently, we are unable to initiate the compensation process at this time.

It also appears that the glass bottles (listed in the restricted items list) were not packed according to our guidelines.

From the images, it looks like the items were placed in a shoebox or a similar container rather than a sturdy cardboard box designed for secure transportation. Proper packaging, especially for fragile contents, is essential to ensure they arrive safely.

Additionally, the parcel had an underdeclared weight. Declared weight: 3.60 kg. Actual weight: 5.48 kg.

For future reference, please review our restricted items list and packing guidelines, which outline how to prepare fragile items for shipment.

Отговор от Ecoparcel

Hi Diana,

Your parcel was booked for collection on May 5th, with an advised delivery timeframe of four days. We are pleased to confirm that the parcel was delivered and signed for on May 9th, well within the expected time frame - no delays.

You contacted our support team on May 7th at 13:36. A response was sent to you at 13:37, and when you indicated you were not satisfied with the reply, your case was escalated to the support manager. A further response was provided at 13:58 on the same day. As we did not receive any additional questions from you, the conversation was subsequently closed.

If you have any further questions or concerns, please feel free to let us know. We’re always here to help.