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Vilma de Kaunas (name changed) decided to download her purchase through the Omniva post offices. The next day, he received an SMS message that the shipment had been delivered to the post office of his choice. However, as soon as the door was opened and she saw the shipment, the woman had doubts:
“I see stickers of two recipients on the box: mine and that of the other recipient. I got home, opened the box and my purchase was not there. I call Omniva, tell me the situation, they give me a new shipping number and they ask not to return my shipment to the terminal. “
Vilma claims that she did it immediately to get the shipment to its actual recipient faster, and was told she would have to wait 5 business days.
“I was waiting. Since I didn’t get any response after those 5 business days, I called again. They told me that videos were seen that the shipments were similar <...>that the request was sent to the Kaunas parcel distribution terminal and they have not yet received a response. He also said that he would get in touch the same day or the next day, ”says Kaunas.
She said she received no response the same day or the next day, so she called herself again. After retelling the whole situation, Vilma heard that the search term for the shipment had unfortunately expired and no one would search for it anymore.
The confused woman asked what to do in that case and heard that she did not need to do anything, and the service would send a claim form to the sender of the shipment and explain the damage suffered.
„<...>I write without profanity, but in such cases (because this is not the first of these cases) I hope that as few people as possible will use your services, maybe when the painful shoe of bankruptcy hits them soft, quality is taken into account . more than quantity, ”Kaunas sadly writes.
Compensation offers to apply via sender
The news portal tv3.lt contacted Giedre Vaitekūnaitė, Director of the Operations Department of the parcel service Omniva LT. An Omniva spokeswoman says that when shipments are transported, their only identifying mark is a sticker, so it can sometimes get lost:
“In rare cases, the sticker or part of it comes off and gets lost or sticks to another shipment, thus disrupting the delivery process for multiple shipments. This is usually due to a decal sticking incorrectly or poorly to the surface with all the shipping information. It is likely that this also happened in this case, when the customer did not receive their shipment ”.
According to G. Vaitekūnaitė, after receiving a customer complaint regarding a delayed shipment, the service employees start looking for it: they identify at which stage of the shipment the process was stopped and review the filmed material.
“Normally, the search for a shipment takes 5 working days. Of course, depending on the situation, this period can be shorter or longer. In any case, we resolve all situations individually and contact the customer personally as soon as possible. possible ”, he points out.
Omniva LT’s director of operations department says the company strives to ensure smooth delivery of shipments as quickly as possible and mentions what to do if a shipment is lost:
“We dedicate a lot of resources to finding delayed shipments. It is true that customer engagement is also very important: pack shipments responsibly, affix the shipping label firmly, write the shipping number and on the shipping packaging.
If you notice a shipment is delayed, customers should contact us immediately and provide the necessary information to find the shipment. If the shipment search process is unsuccessful, customers can file a damage claim within 6 months from the shipment date by completing the contact form or requesting by email. by mail [email protected].
If the shipment is delayed or lost through our fault and does not appear within the scheduled time limit to search for the shipment and process the claim, compensation will be paid to the sender. If the victim is the recipient of the shipment, they must contact the sender and the sender must contact us to obtain compensation and compensation for the recipient. “
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