Adelina K.
The GLS staff ignored the “parcel redirection” service and returned the package to the original address, despite my confirmation that a new shipping label was being generated.
I placed an order with a boutique, but I soon noticed that the shipping address was incorrect. To fix this, I called GLS to request a redirection of my parcel. During my first call, I was assured that my parcel wasn’t going to be delivered to the original address and would be returned to the terminal. During my second call, I was told a new shipping label was being created. However, when I called today, I was informed that they couldn't guarantee the redirection would be completed since the shipment was already in progress. Here’s a timeline of my experience: - **March 26 early morning**: I contacted customer service to arrange for my parcel to be redirected. - **March 26 afternoon**: The delivery driver received the request and returned the parcel to the local terminal. - **March 28 afternoon**: I called once more to confirm that I would receive my parcel to the correct address. Customer service confirmed that my parcel was at the terminal and they were preparing a new shipping label, assuring me I would receive it on Monday. - **April 3 morning**: I checked the tracking number again and saw the message, "Your shipment was delivered and we received a signature." However, I did not receive the parcel—apparently, the driver delivered it to the original address. I have two questions: 1. How did the GLS driver manage to obtain a signature from someone who wasn’t listed as the recipient? 2. Why does GLS offer a “parcel redirection” service if the staff disregard it and sends the parcel back to the original address, especially after I confirmed that a new shipping label was being created? Just a reminder, I have all the calls recorded since I’ve had issues with them in the past.