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CMP Milan Roserio, package declared lost (stolen?) Poste Italiane offers no support whatsoever
Summary: ex.alto.fulgor laments that the package shipped via CMP Milano Roserio was declared lost or stolen, and criticizes the lack of support from Poste Italiane. sika700 seems to share a similar experience or agrees with what was said.
Hello everyone,
I have a problem that I can’t solve on my own. I’ve been on eBay for almost twenty years and have hundreds of online purchases from all over the world behind me, but this is the first time something like this has happened to me..
I have a problem with a shipment coming from the USA, USPS 1st Class Int. purchased by the seller through eBay GSP.
No problems until the parcel reached the CMP in Milano Roserio for customs clearance; there it got stuck and there have been no updates since March 12.
I waited twenty days and contacted Poste Italiane customer service by phone. The first operator I got, very rudely, told me that the post office has 60 days to clear parcels through customs, so I just had to wait. I politely asked where these terms of service were specified, and he didn’t answer; in fact, he hung up.
The second operator I got, very kind, instead confirmed that the situation was not normal, so we opened a follow-up request, I was assigned a ticket, and after a few days I received an email informing me that the parcel in question had simply been lost, no responsibility on the part of the post office, no refund предусмотрed, etc. (I’m attaching the email because the whole thing is surreal).
I contacted customer service again and got the runaround. I asked if I could file a complaint, and they told me only the sender can, which is strange. I insisted and asked for a certified email address, got it, and they told me to attach a pre-filled form that I could find on the website, while maintaining that only the sender could file a complaint with the shipper, i.e. USPS, and not with Poste Italiane. Who knows..
I sent a certified email asking for further checks and pointing out that a parcel, once it reaches the CMP and is in a controlled environment inaccessible to anyone other than authorized human resources, obviously cannot simply “go missing.”
It certainly couldn’t have left unless due to the “intervention” of some operator, so I asked for further searches.
The result: none. The certified email seems to have been completely ignored. I receive another ordinary email that is a copy and paste of the one already attached: parcel lost, no responsibility on the part of the post office, no refund provided.
Honestly, I’m speechless. So theft is more than legitimate and unpunished apparently, because no other case applies; if the parcel had fallen off a cart or conveyor belt, it would have been recovered and put back into the customs-clearance process.
The customer service is non-existent, support is zero, and it’s a rubber wall we can calmly die on.
The point is this: I didn’t want to open an item-not-received dispute on eBay right away, because the seller is in no way at fault, he’s an honest and helpful person, and I would have been sorry to see him charged for the full amount.
The matter has already been resolved today. Even though I proposed splitting the shortfall in half, he has already arranged a full refund, which I will return half of anyway.
That was certainly not my goal. There is serious responsibility on the part of the post office here, and even eBay doesn’t pursue it, how the hell is that possible?
I’m disappointed in them too, because the responsibility is very clear; the claim has to be against the post office.
Also, I don’t want the refund anyway, I want the item. What a great impression I made with this seller then: the parcel is in Italy in 3 days and on the fourth day it gets stolen, in customs no less, unbelievable.
Has anyone ever had similar experiences?
Any alternative solution you can recommend?
Altroconsumo?
I think I’ll file a theft complaint with the competent judicial authority. It won’t serve any purpose, but I’m certainly not willing to just take this lying down.
Thanks in advance to everyone for the support I’ll receive.
ex.alto.fulgor
OP1 year agoHi,
well, the norm shouldn’t be having to suffer theft, so I’d say things went the way they were supposed to go.
I’ve had some trouble with the Lonate Pozzolo customs office in the past, with blocks and exaggerated, unjustified taxation, but never lost items; this new CMP seems to be the 2.0 successor apparently, nice if correspondence can disappear, even tracked, inside with complete impunity..
Let’s go work there, I say, so we can get our fourteenth salary..Crazy stuff.
Is it possible that there isn’t a way to urge customer service or deal directly with the CMP?
Is it possible for them to ignore PEC messages?!
I’m honestly speechless..I’ll turn to the legal authorities, after going through a pain-in-the-ass, but I don’t want to just brush it off.
So has no one had similar experiences with a happy ending who can offer advice?
Thanks.
Bye.
sika700
Mentore1 year agoHello,
if it has always gone well for you in 20 years, there has to be a first time sometime.
After all, if you received the refund, it also went well for you.
There is no solution.
Kind regards.