Terrible experience with PACKLINK support, is the insurance a sham? | Payments and Shipping

retro*tech · 2026-04-30T09:52:27.985000Z

WARNING, FOR ALL SELLERS!I’m telling you about my terrible experience with Packlink, so it can be a warning to everyone.I sell a low-value item (an Amd CPU for 23 euros), shipped through ebay packlink with Bartolini as the carrier.A clear error happens at DPD Bartolini in Germany, where they mess up by sticking the labels on wrong and send the recipient a huge package (over 1 meter) containing furniture, worth about 80 euros, shipped from an Italian physical store (company-branded tape, shop-customized box and another recipient’s address present, but also the label of MY package). So they receive a package with a double label and two recipients, but mine isn’t there.It’s the classic case of swapped parcels, clearly (as shown in the recipient’s photo) at the Bartolini hub they applied my label to a package with chairs intended for another user a few km away from the buyer’s address, and so a regular ticket is opened on packlink for non-delivery and swapped parcels. That’s where the tragedy begins!The TERRIBLE packilnk support service, which does not provide a direct contact but only automation, rightly asks for documentation: photo of the received package, photo of the received material, photo of the labels received, label sent, courier proof, photo of the original package, photo of the package contents, photo of the packaging inside the package (isn’t the fact that a 300-gram package arrived as a 5 kg package enough to verify the swap???) photo of the goods before the package, certified value of the item, sales invoice, completed declaration from the Bartolini form and other useless and similar niceties!From these basics alone you can tell the service reeks of taking the mickey... So everything is sent and the ticket opened, photo of the recipient, photo of the shipment, value, etc... except the Bartolini questionnaire because it’s not available yet at the moment.In response, and a few hours after submitting the ticket with all the requested material, an email arrives from packlink specifying that if they do not receive THIS MISSING MATERIAL (basically the whole previous list except the value PDF, which had already been sent and is therefore indisputable) within 15 days the claim will be closed and it won’t even be possible to reopen it (**bleep**) ???So I commit to sending this material as soon as possible, but there IS NO link or address to send it to! I try to get back into support but the ticket is already open and it’s only possible to attach 1 file out of all those requested. I get bounced from one guide link to another, but all useless. And when you find the one that seems correct, it bounces you (instead of to the one it indicates) back to the first page to open the ticket and the loop starts over again! It’s like the shell game: whatever you do, you lose! 😐I obviously attach the Bartolini questionnaire to the already-open ticket, but that makes the possibility of sending any more files disappear for good.In response, I receive another email from packlink asking me (again?) for all the documentationand still no indication of where or how to send it!Documentation that I will never be able to send on a platform where there is no dedicated form, no contact address, no form to fill in except the one for opening the initial ticket!No direct contact, no address to communicate with, now the time is up and the willingness to verify whether they sent my package to another recipient (in tracking, 7 days after it had been marked as delivered, it reappeared as being processed in Rovereto for 3 days straight, and it still shows there...so Bartolini headquarters are aware of the orphaned package) on the part of paclink and their automations seems to be zero.The willingness to provide user support with clear and precise instructions seems to be zero.The willingness of packlink to honor its duties seems to be zero.And above all, the willingness to reimburse the customer for the delivery service, which they GUARANTEED and did not perform, and any willingness to reimburse the partial or full value of a package that is now technically LOST regardless of the reason, also seems to be zero.The willingness to collect the money and not respect the agreed service terms on the part of packlink, however, seems very high!My feeling is that I was scammed by a company that took money for an insurance service, which instead of providing it seems to do everything possible to sidestep the user with a shell game, thus avoiding actually delivering it.Did I do something wrong and miss a phone number or an email address to contact them?Has anything similar happened to you?Thanks to anyone who can advise me.

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Terrible experience with PACKLINK support, is the insurance a sham? | Payments and Shipping | eBay Italy