Unsuccessful transport issue
Few months ago, I have made a transport request through Macingo (request n. 2510012) and accepted an offer (quote n. 4528429). We agreed on the day of transport and paid the deposit. At the day of transport, I contacted the carrier, but they told me that picking up goods in that day is not possible and offered me transport next day. Since I had a flight, I cancelled the transport and desperately tried to find another carrier to be able to transport at the same day. As the courier put me in a difficult situation, I contacted Macingo through email, support form and Whatsapp and mentioned this situation asked to pay back the deposit. However, I have received any reply/feedback.
Reply from Macingo
Dear Customer,
thank you for sharing your experience and we are sincerely sorry for the inconvenience caused.
We would however like to clarify that the transport service purchased was booked with flexible dates, as indicated during the booking process. Unfortunately, within this type of shared/groupage transport service, a delay or rescheduling of approximately 24 hours can occasionally occur and is considered part of the nature of the service purchased.
We completely understand that your personal travel schedule made the situation particularly difficult and, for this reason, the cancellation option was made available to you immediately.
At the same time, we hope you can understand that the intermediation, coordination and organization service had already been provided: the carrier had been assigned, the transport planning had been arranged and operational activities had already started. For this reason, the deposit paid could not be refunded.
We are truly sorry that the experience did not meet your expectations and we appreciate your feedback, which helps us improve both communication and service management.
Kind regards,
Macingo Customer Care