Mijn Klacht:
I live in The Hague, Netherlands. I have been expecting a parcel from the UK since April 5, 2018. After two weeks, I contacted the British sender who kindly gave me a GLS tracking number. From the track trace of GLS I could see that a first delivery had been attempted on April 6. However, no card with collection details was left in my maibox. The status of the parcel has been niet in bestelling for a week without any action from GLS. I called GLS (first rate premium call) to inquire what to do to get my parcel. I first did not receive any apology for the missing card. They only proposed me to drop the parcel in a shop in den Haag on Monday, 16, 2018. I have sent two emails to GLS to report the problem. Both remained unanswered.
When reading the homepage of GLS Nederland I can see that the company is supposed to be ISO-9001 2015 certified. As a lead auditor myself, I can tell the readers of this message that I would put their re-certification in question because GLS is neither customer-oriented nor customer-focused.
Gewenste Oplossing:
The company should promote dialogue with customers instead of escaping from it.
