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GLS ruined Christmas and then disappeared

GLS is a disgrace of a courier company, operating with zero accountability and complete contempt for customers.They took possession of my parcel on 9th December and did not deliver it until 5th January - almost a full month later. This was a €459 item, bought early as a Santa gift for my child. Because GLS failed at every possible level, we were forced to replace the gift ourselves so our child wouldn’t suffer the disappointment they caused.What makes this unforgivable is not just the delay, but the dishonesty and total shutdown of communication.We sent more than six emails. Every one ignored.We called customer service three times.On two occasions, GLS agents lied outright, promising delivery “the next working day” - promises that were never honoured.On 19th December, during our third call, the agent became hostile when we asked for written confirmation of what she was promising. Rather than provide it, she hung up on us. After that, GLS effectively went into hiding.-Phone lines were switched off-Emails went unanswered-They refused to update even the retailer, who also tried to interveneTheir tracking system was a joke - endlessly recycling the same meaningless message with no real status, no explanation, and no accountability.Let me be very clear: GLS held a high-value parcel for weeks, lied to customers, hung up the phone, and then cut off all contact during the busiest and most stressful time of year. That is not “holiday delays”. That is systemic incompetence and a complete failure of duty.There has been no apology, no explanation, and no accountability, even after delivery. GLS ruined a child’s Christmas and showed absolutely no concern whatsoever.I would strongly advise anyone considering GLS to understand this clearly: if something goes wrong, you will be ignored. If you complain, you will be stonewalled. And if you rely on them for anything important, you are taking a serious risk.Avoid at all costs.

Date of experience: Jan 05, 2026