Avaliação #12002

Resposta da Ecoparcel

Good afternoon,

We want to clarify the situation, as the difficulties with your shipments were the result of incorrect information provided at the time of booking.

Your first order was placed in June. You declared the parcel as 53.00 x 49.00 x 76.00 cm, when in reality its size was 57.00 x 54.00 x 75.00 cm. This increased the volumetric weight from 29 kg to 38.48 kg. Shipments of this size are classified as non-conveyable and are normally returned immediately, as they cannot be processed through automated conveyors. Despite this, we made an exception and transported the parcel to Spain. The courier attempted delivery three times and also tried to reach the recipient by phone. With no response and no one present at the delivery address, the parcel was returned to you and accepted at the sender’s address.

In August, when you placed a second order, the courier could not accept the parcel at all because it was again oversized compared to the information you had declared.

Finally, in September, you provided the correct dimensions and weight (57.00 x 54.00 x 75.00 cm, 35 kg). With accurate details, the appropriate freight courier—designed to handle heavy and bulky shipments—was assigned, and the parcel was delivered successfully in Sevilla without issue.

If neither the parcel’s dimensions nor its weight has changed, why did you modify them on the last order for the same parcel?

To be clear, the service could not be provided on the earlier occasions because the parcel was underdeclared. By providing incorrect dimensions, the parcel was assigned to a standard service that cannot handle such shipments. Freight services are indeed more expensive, but they are the only suitable option for parcels of this size and weight.

Lastly, we note that for each order, at least two support tickets were opened and answered promptly. On each occasion, the situation was explained to you in detail.

We trust this clarifies the matter.