(Sorry for writing in English - it was faster) I have recently made a subscription for a smartwatch and an iPhone (Order R153488678 Order R261900073). The onboarding experience was great (3 stars). I however did not wish to collect at the post office (this was not communicated properly) so rather inconvenient. I went on Monday 09/08 to the Postbank Filial 507 at Kissinger Str. The Postbank employee refused to hand me over my parcels arguing that my family name was different from the parcel. I usually go by Rodrigo Catao and not use Rodrigo Campos Catao as full name. The employee was rude and unpolite. I had the worst experience. I went home and reached out to customer service. Feedback received was that the order would be automatically cancelled and that I would need to do the subscription again, changing the full name to make sure PostBank does not hold my parcel again. Today, I receive an automated e-mail from Grover saying that my orders were "successfully" delivered and that my subscriptions would start off today. At this point, I have been already charged 39.80. I understand the need for automated processes in order to scale. However, if you automatized bad customer experience, you won't have customers going back to you. Bad order economics, bad CLV. You can do better than that. I could have received a decent e-mail apologizing for the inconvenience and having the parcels delivered to my home address (simple as that). I hope this can make you think about the journey and how you can possibly improve it. I won't continue with the subscription. Best regards Rodrigo Best regards