After three failed delivery attempts and several automated emails, I tried to redirect the parcel to a pickup point. The platform allowed me to make that change, but it was clearly never taken into account.

I then called customer service and was told that, because the parcel required a signature, it was impossible to change the delivery address or have it delivered to a pickup point. When I explained that, under those conditions, I would simply never be able to receive the parcel because I work during delivery hours, I was essentially told that it would just be sent back to Galaxus.

No solution was offered, no flexibility whatsoever, and the platform apparently allows customers to request delivery changes that cannot actually be applied. On top of that, the customer service response was particularly dismissive.

A delivery company’s job should be to help customers receive their parcels, not simply tell them that nothing can be done.