Reseña #12427
Volver a reseñasOn 29 September 2025 I requested an order from Italy to Belgium. On 29 October 2025 - exactly one month later - the parcel has returned to the sender (my mum) because it was damaged by GLS. When she opened the returned parcel, she noticed that items were literally SMASHED, as if someone dropped the parcel on the highway. Also, the box has been replaced. I opened a ticked with both GLS and Ecoparcel. GLS was very fast to reply, and told me that it is Ecoparcel who requested a service with them, so it is Ecoparcel that should ask and obtain reimbursement from GLS. On their side, Ecoparcel told me that I was not eligible for reimbursement because I shipped olive oil. People should know here that olive oil is not prohibited on Ecoparcel's website, but only "not recommended", so it is perfectly fine and legal to ship. Actually, the reply from the customer service shows that this company operates in bad faith because it is clear that what happened here was completely out of my control. I used their service once, and it went well, but this time it did not. If I will not get a compensation nor a reimbursement, I will not ship with them anymore, because then I do not understand what the added value is with respect to shipping directly with GLS (which is also cheaper). I am ok with paying more, but only if I get a better service, and a good service is such when the experience is smooth, especially when problems are present.
Respuesta de Ecoparcel
Good afternoon,
Unfortunately, shipping oil in this manner is prohibited. While it is possible to ship oil, it must be packaged correctly - typically palletised and in full compliance with transport regulations.
In this case, multiple items were placed together in a single box, including prohibited goods such as alcoholic beverages and 5L olive oil containers. This packing method was not suitable. Improperly packed items can leak or break, causing damage to other parcels and contaminating equipment and delivery vehicles. As a result, the claim has been rejected due to inappropriate packaging and the inclusion of restricted contents, as noted in the ticket.
Based on the photos provided, prohibited items such as alcohol and perishable food were included, and none of the items were individually protected. They were simply placed together in one cardboard box, which significantly increases the risk of leakage, contamination and damage.
For future reference, parcels must be packed to transport standards to ensure safe handling and eligibility for claims. Liquids must be securely sealed, placed in leak-proof inner packaging (e.g., sealed bags), and individually wrapped with sufficient cushioning. Heavy or fragile items should not be combined with unrelated items inside the same parcel. Large liquid containers (such as 5L bottles) must be palletised, not shipped inside a standard cardboard box. Only permitted items may be sent, and packaging must be strong, undamaged, and securely sealed with no internal movement.
These requirements help ensure safe delivery and prevent damage to other customers’ shipments and logistics equipment.
Excelente
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Ecoparcel es una empresa de envíos de paquetes de rápido crecimiento con sede en Londres, Reino Unido, que ofrece a particulares y comerciantes servicios cómodos de envío de paquetes a precios extremadamente bajos. Podemos enviar sus paquetes hacia y desde 24 países de toda Europa, ofreciendo así mayores oportunidades que la mayoría de nuestros competidores.
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