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After ordering the products online, Erika said that, as always, she noted that she would pick up herself at the LP Express terminal on Laisvės ave. 43C, Vilnius. After receiving the instant SMS, the woman said that the shipment had arrived, but a surprise awaited her here.
“When I opened the door, I saw an unpleasant image. I do not know if it is normal to find all the broken box and the melted merchandise inside the post office”, the reader was angry.
The woman said she contacted the company’s customer service center immediately, but was surprised by the response she received.
“An employee who was clearly not interested in customer problems explained that the sender, that is, the store, has to submit a claim for damages.
The point is that no damage has been done to the store and I do not believe that all stores, in the case of such a situation, will take and participate in such games on behalf of the customer.
The employee said that the courier who placed the package would be identified only after filing the claim, “Erika said, assuring that it was disappointing that she couldn’t make the claim herself.
Damaged shipment
© Reader’s photo
Delfi commented on the situation to Ugnė Bartašiūtė, Head of the Communication Department of Lietuvos Paštas, who said that the client apologized for the inconvenience.
“These cases are rare: about 0.04% of parcel requests that travel by mail are received. All inquiries. We examine each situation individually for all the details and to assist the customer.
Often the problem in such cases is due to improper packaging of the shipment. Until the shipment reaches the recipient, travels more than one route, moves more than once, and poorly packaged shipment can be damaged. When packing a package, it is very important to seal it firmly ”, commented the representative of the company.
According to her, since the sender entrusts the service to Lietuvos Paštas, he must file a claim for damages.
“In this case, the sender is an electronic store, so the recipient must contact the seller and the seller must contact us. This compensation procedure is provided for in the documents of the international and Lithuanian postal service, ”explained U. Bertašiūtė, adding that for several years, global trends show that the number of e-commerce items is increasing every year, letters are decreasing. , and this period, generally due to the abundance of packages, is equivalent to Christmas.
“The pandemic highlighted these trends even more: We recorded an increase in the number of shipments throughout the past year. During this period, shipments are also higher than usual. Typically, package volume stabilizes in January after of the Christmas period, but the beginning of this year is different: the intensity is exactly the same as during the festive period. Compared with 2020 in January, this number of shipments was 80 percent higher. In mid-February, still We do not feel that the number of shipments is decreasing.
We do our best to ensure that shipments reach recipients as quickly as possible. Most of the shipments traveling in Lithuania are delivered on time, plus delays with foreign shipments, because deadlines for their delivery are still affected by disruptions caused by the pandemic. Naturally, as the volume of shipments increases, so does the number of customer inquiries.
Most of the claims are due to shipments abroad, which are delayed by pandemic disturbances that affect the entire international logistics chain, “said the specialist.
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