correos.es

Correos lost my document and say it's my problem

I had a document sent from Brazil to Madrid, registered and urgent. On June 13th it was marked as "arrived at the logistic center" in the country, and June 14th is the last update on their website. In the meantime, another document sent after the first one, from the same sender, was received without problem. I opened a support ticket on July 3rd, which was replied that the item was "pending entering their installations" whatever that means, since, as mentioned before, on June 13th the document was registered as "arrived" on the country. A few days later I called the customer support, opened another support ticket and was oriented to wait on the reply from their side while they try to locate my item.Today, I recieved the answer for this ticket, basically telling me that they had "no conclusive information" on my request or the localization of my order, and so I should contact the sender to "carry out the necessary procedures (at the origin)". WHAT?!So, my order is registered AS RECEIVED in the country, Correos manage to lose it, never send me an update regarding this issue so I had to reach out to them, just so they can tell me that it's not their problem and I should talk to the sender and resolve it in the country that it was sent from?!As I specified on the very first comm I sent them asking about my delivery, I need this doc, it has a due date to be able to use in Spain, and it was issued and apostilled in Brazil, something that can only be done there, and it's EXPENSIVE to do so and have it sent here to Spain. Just so they can lose it and tell me that it's not their fault? So, all the money I paid for this document and the time I'm losing it's my problem?!NO! If they don't fully assume their fault on this and refund me for the document, layer and the issuing of a new document from Brazil, it will be a legal matter.

Date of experience: Jul 24, 2025