Hi there,
Here we go with another bad experience in Porto.
In Porto I had placed orders with H&M and I had found that making a return was a rather more archaic procedure than in Valencia.
In Valencia and in Spain in general, when you return a purchase, you simply take the package to a pick up point, they scan it and off you go. It takes less than 5 seconds.
In Porto, on the other hand, you can only take the package to a ctt office. In my case, the woman who works at the ctt in Azevedo took an hour because, although she scanned the code, she filled in all the data again and made me sign 3 sheets of paper.
The most archaic operation I had ever seen in a European country.
In August I took advantage of the Roxy sale and placed several orders for swimsuits.
I returned the first order in its entirety and went to the same office to drop off the package. I was attended by another lady who took 5 seconds to process the return and give me the receipt, I couldn’t believe it.
I was wishing they had fired the one from before and this lady would be here from now on.
I placed a second order which I also returned.
When I went to the ctt office I found that unfortunately the regular woman was back.
She stood there for an hour looking at the screen like an idiot not knowing what to do and saying that she didn’t know how to process the return.
I, who had taken the receipt that her colleague had given me the week before, showed it to her and said, “See how your colleague was able to do it”.
The woman immediately phoned her colleague Beatriz and started asking her how to do it. There was no way that incompetent woman could register the return package.
I stayed for an hour, then she told me to please wait while she attended the others and since it was already 5 pm, she told me that if I wanted to leave the package and she would try to process it the next day.
Absurdity at its best.
I took my package with me and the next day I tried to drop it off at another ctt office; the person who attended me was not able to process it either.
Seriously, who hires ctt workers?
I came to the house to place claims in Livro de Reclamações and Portal Queixa respectively.
The customer service people are even more incompetent than the ones in the offices.
After a week of answering messages and more messages, they asked me for proof of shipment, meaning that they had not yet understood that the problem was that they had not received the package because they were not able to process the shipment.
Another even more absurd thing is that they could not open the pdf of the label that I sent as an attachment. It seems that they use the first version of Microsoft released to the market, because it does not make sense that the customer service of a company is not able to view a pdf.
While I made the claims for the ctt, I opened a case with Roxy to tell them that nobody wanted to receive the package and that there was no way to return the items and at the same time I made a complaint to the European consumer office.
In this case, Roxy behaved well and refunded me immediately, even though I had not been able to send the package. At least I was reassured in that respect because I already had the money.
But the endless exchange of emails with ctt lasted for weeks.
The funniest thing is that I had to make a third return and you can imagine in my position without having anywhere to deliver the blessed package.
One day when we went to the mechanic in Alfena, an area that is a 25-minute drive from my house, I took the package with me to try my luck and deliver it to the ctt there.
Miraculously the lady who attended us was competent and processed the return as any normal person would have done. I arrived at the house to leave a positive review for that lady.
After weeks of exchanging emails with ctt, their solution was: “Go to another ctt office”.
