On December 10, 2025, I placed several orders on a popular online shopping platform and selected a locker that was listed as the closest to my location in Acapulco, Mexico. Unfortunately, this locker does not exist. I visited the address provided and found only a retail booth, with no lockers in sight. Security personnel confirmed that there have never been lockers at that location, and I have photographic proof of my visit. Due to the nonexistent locker, I couldn’t collect my orders. I contacted customer support and was initially told that if the items were not picked up, a refund would be issued, but this did not happen. When I followed up, I learned that my case had been escalated to a review department. Later, I was informed that my account was under scrutiny for having too many lost orders, suggesting I was involved in suspicious activity due to the incorrect locker location provided by the platform. I explained the situation clearly but received no meaningful response. Many others have reported similar experiences with this review process, where responses feel automated and do not address the issues raised. Since then, I’ve spent countless hours trying to resolve this through customer service. Different agents provided conflicting information, and it was challenging to connect via chat or phone. Supervisors seemed unable to make changes and redirected me back to the same unresponsive review process. I also reached out to customer service in other regions, but they claimed they couldn’t help since the platform treats each region separately. No one seemed willing to take responsibility for correcting this clear error. In summary: A locker location was provided that does not exist; I visited the exact address; I confirmed with security that there were no lockers; I presented explanations and evidence; I was accused of suspicious activity; my account faced potential restrictions; the review process was unhelpful; no refunds were issued for items I couldn’t collect. Having been a long-time customer with the platform in other regions, the service I received was unacceptable. This situation arose entirely from the platform’s inaccurate information and was exacerbated by an inflexible review process that does not seem willing to rectify its own mistakes. I am still seeking full refunds for items that were never accessible due to this error.
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La tienda donde compra el mundo, ahora en México.
