Testimonios de empresas

Respuesta de Ecoparcel

Good morning,

We are truly sorry for the frustration this situation has caused and understand how disappointing this experience has been.

To clarify the events: we received three support tickets regarding this shipment. According to confirmation from our local partner in France, the courier attempted collection on the scheduled pickup date and again the following day. On both occasions, the courier contacted the shipper by phone and was informed that the shipment was not ready for collection. These attempts were recorded by the driver.

Following your complaint, we escalated the case to the management of the local depot in Beaumont-les-Valence. The depot management reviewed the matter, including the driver’s call logs, which confirmed that the pickup attempts were made as reported.

That said, despite the above and in the interest of customer goodwill, we made an exception and issued a full refund for this shipment.

We would like to note, for the sake of transparency, that under our agreed terms and conditions, collection costs are incurred once pickup attempts are made.

Customers also have the option to submit a "Refund request" or to "Rebook the collection" for a €5 fee; neither of these options was selected in this case.

We regret that this experience did not meet your expectations and appreciate you bringing your concerns to our attention.