Atsauksmes

Atbilde no 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.