Dear BESTSECRET Team,
thank you for your reply.
Please find my details below:
Order number: 2151501580
However, I must be very clear: I am not looking for another generic response. I expect a concrete solution and a direct answer.
This is not an isolated case. It is a repeated pattern with Express One deliveries in Slovenia, where “home delivery” is effectively not delivered to the home. In practice, the courier often does not call in advance and frequently does not ring the doorbell. If the recipient does not come to the door within 1–2 minutes, the delivery is marked as failed and the parcel is automatically redirected to a parcel locker or pickup point, followed by repeated SMS messages and pressure to collect it within a short deadline.
In addition, it is evident that my previous messages were ignored, which is why I was forced to file a report with the Market Inspectorate of the Republic of Slovenia. The case has already been reviewed and, as communicated, the company will also be sanctioned.
There are also hundreds of public reviews from Slovenian consumers (often rated 1/5) describing the same issues with Express One. Many customers report being forced into pickup points instead of receiving a paid home delivery, and some also report additional fees being charged when collecting parcels at parcel lockers or pickup locations (e.g. gas station pickup points).
At this stage, the situation clearly requires broader attention and transparency, and I am prepared to escalate it to the media.
Therefore, I request a clear and direct answer:
Will BESTSECRET continue working with Express One in Slovenia?
If yes, why does BESTSECRET continue cooperating with a delivery provider that has a large volume of severe consumer complaints and repeated delivery failures?
Can you offer me delivery via a different shipping partner, or ensure proper home delivery without forced redirection?
Please confirm in writing that my complaint has been officially registered and escalated to the responsible department.
Kind regards,
Natalija
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