A horrible “Kafkan-experience” company After living in Portugal for a period, I’m moving back to Denmark, and decided that shipping home some of my belongings would be a good solution. I found Eurosender online, who promised a smooth and easy process. At this point Iv’ve spent around 11 hours trying to get my belongings home. Unsuccessfully. And the company owes me 44€. Pick up attempt 1: The package is not picked up. I still receive and email quoting the tracking number, and stating the package is picked up. I don’t hear anything about the failed pick-up, neither from Eurosender nor GLS (Eurosender’s partner) I call Eurosender and tell them that the package is not picked up. Eurosender orders a new pick up time. Pick up attempt 2: At this point, I am no longer in Portugal, and I I have to ask a friend to stay home from work for an entire day, as the time slot for pick-up is from 9-16. They give me a phone number for GLS, and ask me to call them, and make sure the delivery happens. The phone number does not work from abroad. I ask my friend in Portugal to call the phone number. She spends 30 minutes on hold, no-one is picking up the phone. I receive an email stating that the package is picked up, along with a tracking number. This is false. The package hasn’t been picked up yet. At this point I’ve spent around 5 hours, trying to fix the problem. I call Eurosender, and they tell me they will book a third pick up. I explain them, that their procedure doesn’t seem to be working, as the two previous attempts hasn’t worked. I ask them to fix the problem, and organise a specific pick up time with my friend in the third attempt, as my friend cannot miss another full day at work. I ask them to email me, when the situation is fixed. The person in the phone agrees on this. I receive an automated email with the nem date of the pick up. I write an email to Eurosender, and ask if they have been able to solve the problem, because I haven’t heard back from them. Eurosender tells me, that they wrote GLS an email, asking them to pick up the package. They did not organise a specific time slot for the pick up. I tell them that this was not what we agreed on, and that I would like my money back, so I can get my belongings shipped back to Denmark in another way. I receive an reply from Eurosender, stating that according to their terms and conditions, that after an order is placed, a “refund” is not possible: “After an order is placed, Eurosender is authorized to order transportation services with one of the partner courier companies. The customer expressly agrees to waive the right to cancel the Agreement with Eurosender once the order details are submitted to the selected courier services provider and confirmed for the chosen pick-up date.” At this point I’ve spent around 11 hours trying to the problem - which is really not mine, but Eurosender’s problem. I’m extremely frustrated with the missing service, not having my things, the incapability and ignorance of Eurosender. A cannot believe that a company in 2019 handles their customers in this way - “stealing” money from people.