International Tracked & Signed parcel stuck at gls germany

[paidaras]

hi there its been almost two weeks that my parcel been stuck in gls germany any info experience welcomed..track number is RN189063228GB

[paidaras]

no one any clue? any expert maybe?

[TrueBlueTerrier]

https://gls-group.eu/EU/en/home" onclick="window.open(this.href);return false; is GLS home page.

At the top right is a selection box with a list of countries. Select your country and it will take you to a local page. On that page is a contact box.

[paidaras]

thanks for the info:)

[aganaktisi]

I hope your parcel gets delivered eventually.

I also sent a parcel to Germany, on 20 December - to a poste restante/German post office address.
The (UK) post office employee suggested to me to send it 'signed for' for safety, and when I asked her who will sign for it (since it was poste restante), she said don't worry, someone at the German post office will.

Result: parcel undelivered all this time, the addressee chased this up with GLS, via their contact box - they never replied. I wrote to Royal Mail and I was told by customer services that it was my responsibility to have known that GLS Germany doesn't deliver to German poste restante (!?). And so the parcel will be returned to me (although it's still stuck at GLS Germany as we speak). So much for my Christmas presents.

What a service...

[ka5637]

Don't bother with the contact box or the email address provided in the GLS pages, they never reply and possibly don't even read the messages.
I recommend using the telephone number given in the GLS Germany page - however, you must speak German, as English is not an option.

[paidaras]

I hope your parcel gets delivered eventually.

I also sent a parcel to Germany, on 20 December - to a poste restante/German post office address.
The (UK) post office employee suggested to me to send it 'signed for' for safety, and when I asked her who will sign for it (since it was poste restante), she said don't worry, someone at the German post office will.

Result: parcel undelivered all this time, the addressee chased this up with GLS, via their contact box - they never replied. I wrote to Royal Mail and I was told by customer services that it was my responsibility to have known that GLS Germany doesn't deliver to German poste restante (!?). And so the parcel will be returned to me (although it's still stuck at GLS Germany as we speak). So much for my Christmas presents.

What a service...

yeap no news from mine aswell

[paidaras]

Don't bother with the contact box or the email address provided in the GLS pages, they never reply and possibly don't even read the messages.
I recommend using the telephone number given in the GLS Germany page - however, you must speak German, as English is not an option.

yeah i did send them 2 mails and got no answer so i need to learn german ffs:(

[ka5637]

I just saw they have a twitter account that seems to give some information in English: @GLS_Germany

[paidaras]

I just saw they have a twitter account that seems to give some information in English: @GLS_Germany

thank you very much

[Snaggletooth]

I also sent a parcel to Germany, on 20 December - to a poste restante/German post office address.
The (UK) post office employee suggested to me to send it 'signed for' for safety, and when I asked her who will sign for it (since it was poste restante), she said don't worry, someone at the German post office will.

The UK Post Office do not carry the details of the Post Restante service in other countries, so the clerk has informed you of what we would do here. It is really up to the person in Germany to inform you of the relevant T&Cs. The choice of service looks sound based on the fact that you had missed the last recommended posting date for Germany for Christmas for Airmail, but there may have been other reasons to go for this (contents worth more than 20 £, for instance).

Result: parcel undelivered all this time, the addressee chased this up with GLS, via their contact box - they never replied. I wrote to Royal Mail and I was told by customer services that it was my responsibility to have known that GLS Germany doesn't deliver to German poste restante (!?). And so the parcel will be returned to me (although it's still stuck at GLS Germany as we speak).

I've been thinking about this all day, and I have looked a couple of things up. I think that the Royal Mail customer service person got this wrong: the product is sold to you on it's published T&Cs, which do not mention restrictions on Post Restante nor a need to look up additional T&Cs for GLS. In fact, in a quick search there is no mention that GLS are the carrier over there, just a mention of using the GLS tracking site. I would follow the Royal Mail complaints process and, if you aren't satisfied, follow it up with a complaint to the regulator.

There are some similarities between your case and this one from November:

http://www.royalmailchat.co.uk/communit ... =6&t=71850" onclick="window.open(this.href);return false;

[SpacePhoenix]

On the page for International Tracked on the RM website it says:

International Tracked & Signed or International Signed items cannot be sent to PO Boxes and delivery points where there is no-one to sign for the item. Customers using the Post Office® may send International Tracked & Signed or International Signed items to PO Boxes in the Middle East and Africa.

[Snaggletooth]

On the page for International Tracked on the RM website it says:

International Tracked & Signed or International Signed items cannot be sent to PO Boxes and delivery points where there is no-one to sign for the item. Customers using the Post Office® may send International Tracked & Signed or International Signed items to PO Boxes in the Middle East and Africa.

IIRC the Post Office follows the published information to the letter. Since this item was not going to a PO Box, and there would be somebody available at a German Post Office to sign for the item, then it's fine to send International Signed to Post Restante. Now the information may be wrong,and Royal Mail have been very slow to update these things in the past, but the fault here lies with RM and the customer should not lose out.

To put it another way: the statement above does not exclude Post Restante, therefore it can go by International Signed.

[aganaktisi]

Many thanks for the info Snaggletooth, I'll follow your advice and file in a complaint.

I think most of the fault here lies with GLS, who never notified me or the addressee of any problems, never replied to any of my or the addressee's emails, and their "free redirection service" option was never available (I suppose because delivery was never attempted).

What puzzles me though is why GLS transferred the parcel to a location near the delivery address and stored it at a warehouse there for an entire week if it was never going to be delivered.

[SabineH]

If you need help, I speak German :-)