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A grandmother from Bragança paid CTT 217 euros to send her grandson’s first clothes to Brazil in an order that, months later, she received without even knowing what happened today.
A normal order was cheaper, but Ana María Rodrigues opted for the Expresso route, which is more expensive, since it is “faster and safer”, with the guarantee from CTT that it would take “seven working days” to reach Brazil with the 4.6 kilograms of delivery of baby clothes in one of the stores in Bragança.
The order, with the identified content, was sent to Manaus, Brazil, on May 21, 2020, the baby was born more than a month later, on June 26, it grew and more than “800 euros” that the grandmother spent on clothes for newborns did not fit, as after three months they are in the sender in Bragança without reaching the recipient.
Ana María told Lusa that, in recent months, she made several attempts at the post office to find out about the request, without success.
On June 24, he formalized the first written complaint and received a written response from CTT in July, stating: “The object is being treated in the destination country and will be sent to the destination address on the transport form.”
In response, to which Lusa had access, the company attributes the delay, which lasted almost two months, to the measures taken in Brazil, “namely, the suspension of flights to and from the country” due to the “pandemic outbreak of the virus. covid-19 “. and the increase in contagion cases in the destination country “of the order.
“All correspondence / parcel traffic bound for Brazil is reduced to a minimum. Therefore, there is a significant delay in all local postal services, due to the various conditions verified at the time,” the company argues in its response to the client. .
Ana María complained again on July 27 asking refund of the 217.50 euros you paid for not meeting the deadline, but has not received a reply yet.
Returned order
“Days after” making the last complaint, he received a notice from CTT at his home to pick up an order in one of the stores in Bragança.
“What was my surprise when, as soon as I got to the counter, I saw the package,” he told Lusa, guaranteeing that it was returned “without any explanation” of the return to Bragança.
“The order arrived just as it was there, no more jammed paper, nothing,” he said.
The son complained in Brazil, the mother in Portugal and both still don’t know what happened.
Between the value of the content and the shipping costs, Ana María spent “more than a thousand euros”, which is “lost” because her grandson could never put on his clothes and now they no longer serve him.
“I wanted them to give me at least a refund of the postage. There will be someone to give the clothes to, if they return the postage, I would not be so disgusted,” he told Lusa.
CTT responded in writing to the questions that Lusa asked the company about this case in a paragraph in which they attributed the route of this order to “questions related to documentation.”
“CTT informs that as a result of the information received by the destination postal operator, it notified that the international postal package was returned to the sender for questions related to documentation,” the response to Lusa reads.
The company also assures that “it regrets the situation and informs that it is taking the appropriate measures with the client.”
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