Recenzija #11601
Natrag na sve recenzijeI dealt with you many time But this time was VERY VERY VERY BAD. I sent a request to send my stuff from Italy to Lithuania on the 20th of July. And i got it only today, and it is not the first order!!!! The first time you took 35€ and you never came to collect them. I needed to rebook collection and you never came to collect as well. I spoke with your support, omg these people do not know anything, they never helped, one of them he kept telling me they will come to collect it everyday, and apparently the order was cancelled, i do not know how or who cancelled it, and why no one informed me it is cancelled? I asked for refund no one cared about it I am asking you for a refund for the order QQ57KK.
Odgovor tvrtke Ecoparcel
I'm truly sorry for the frustration and the time this took. I’ve reviewed your case and wanted to share what we found so we can make this right.
• 29 Jul 2025, 11:59: Our partner attempted pickup. According to the driver’s GPS and notes, the collection was cancelled because the shipper couldn’t be reached at the address. The order listed only the street and house number, without an apartment number, and the shipper name on the order didn’t match the name on the intercom/doorbell.
• 06 Aug 2025, 16:28: A second attempt was made, but again the shipper couldn’t be located at the address and the pickup was cancelled.
• Next day: You placed a new order and added the apartment number; the courier was able to collect without issues.
For pickups from residential areas, it’s essential that either the apartment/flat number is included or the exact name on the intercom/doorbell matches the shipper's name. Missing or mismatched details often prevent couriers from gaining entry. The €5 you paid was the fee for an additional collection attempt, which also allowed you to update the address, contact name, and phone number.
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