On December 10, 2025, I placed several orders on a well-known online shopping platform and chose 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, only to find that it is a retail booth, with no lockers in sight. I confirmed this with on-site security guards who stated that there have never been lockers at that location. I even have photographic proof of my visit. Due to the nonexistent locker, I couldn’t collect my orders. I reached out to customer support and was initially told that if the items weren't picked up, I would receive a refund, but that didn’t happen. When I followed up, I was informed that my case was escalated to a review department. Later, I was told my account was under scrutiny for having too many lost orders, implying 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 gave conflicting information, and I found it difficult to connect via chat or phone. Supervisors seemed to lack the authority to make changes and directed 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.
