AVOID AVOID AVOID We had a terrible experience with Packlink, which after destroying a package a business sent to us, and after requesting photographs and proof of the damage, and estimating the compensation for the damage themselves, are now refusing to accept the claim. We bought two paintings from a gallery in Spain, which were shipped by the gallery to our house in Luxembourg. Online tracking showed both were travelling together and delivery was expected at the same time. However, only one got delivered and received an automatic notification that the other package was being returned. We reached to Packlink, who took several days to locate the package that had returned to their warehouse in Barcelona, and subsequently resent it to our home. We received the package almost 3 weeks after the first painting arrived in our home, while I was away on a business trip. That weekend (5 days after delivery) I saw the package, which had been wrapped in ‘Skynet’ (the transport service used by Packlink) branded tape, unlike the first one, which came in the orininal wooden box the gallery had placed it into. I also noticed the exterior of the package (made of wood) presented numerous signs of mishandling (cracks, scratched, chips and even footprints of boots). I immediately took pictures of the exterior and the inside of the package, as well as the painting, which had been damaged in several parts, and reported it to Packlink. Packlink then opened a claim in their system and requested a description of the damages and additional photographs of the damaged box, the interior wrapping, the damages to the painting and the transport label on the box, which we provided immediately (I was lucky to have taken pictures of the unpacking process and have kept all the packing materials just in case. I see many users having trouble with their claims as normally users should not need to be documenting the unpacking, but Packlink has new made up rules asking for these pictures in order to process claims). After about two weeks or so, Packlink then sent an email confirming the claim file was complete that the full amount insured was to be refunded in the coming days. A few hours after this email, Packlink sent another email saying that the claim (opened a couple of weeks before and for which they had requested pictures and information on the damages) was not to be processed as it had not been reported at the time of receipt of the package. This is not only unreasonable, but also illegal, as all deliveries in the EU enjoy a period of 14 days for inspection, claims and returns (https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm). Packlink is being extremely difficult to deal with, has no phone to reach out for customer service, is not transparent in their processes and makes up new hurdles on the go for the clients. I know I am in the right, so I will continue with my claim, and further present the case to the relevant consumer protection authorities (https://www.kontsumobide.euskadi.eus/informacion/como-hacer-una-reclamacion-de-consumo/webkon00-kb2contm/es/), and take any legal action I may need, until they process the claim. AVOID AVOID AVOID