At the beginning of December, I sent Christmas gifts from one country to another. The package arrived at its destination but was sent back the very next day. I later received an email stating that it was returned because I hadn't picked it up, which is simply untrue — I couldn't collect it as it was never delivered to a pickup point.
The service later confirmed that this was due to a procedural error. While I understand that mistakes can occur, the response lacked an apology, an explanation on how future errors would be prevented, and any goodwill gesture — just a basic refund.
Unfortunately, the situation became even more frustrating. My parents resent the package, and once again, as soon as it reached the destination, it was sent back. The same email, the same explanation, the same failure.
As a result of these repeated procedural mistakes, I ended up with no Christmas gifts at all. What disappoints me most is that the initial mistake was not corrected and happened again. The lack of support from the helpline and the absence of an apology in the official response only added to my frustration.
This experience highlighted a serious lack of accountability and customer care. Consequently, I will not be using this service again.
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