Very disappointing customer service.
I paid €8.90 for home delivery to Greece, but the local postal tracking showed the parcel arriving at the local post office and being made available for collection, with no home delivery attempt recorded. I ultimately had to locate and collect the parcel myself.
TUSÉ initially acknowledged that I had paid for home delivery and said they were investigating why the parcel had instead been made available for collection. After a prolonged period without any update, they then told me that a home delivery attempt had been made and considered the matter closed.
Only after I pointed them back to the ELTA tracking information I had provided from the beginning did they acknowledge that the Greek postal operator had actually routed the parcel directly to the collection point. Despite that, they still refused to refund the shipping charge, arguing that they had fulfilled their obligations because they had paid the carrier.
They eventually offered a 15% voucher for a future purchase, which I declined. After the way the complaint was handled, I will not be purchasing from TUSÉ again.
The €8.90 itself was never really the main issue. It was the lack of communication, the inconsistent responses and the unwillingness to take responsibility for the delivery service sold to the customer.
Respuesta de TUSÉ™
Hi Kostas, we’re sorry that your experience did not meet your expectations.
We did our best to investigate the situation with the carrier and find a solution once we were made aware of the issue. The parcel was shipped with home delivery as selected at checkout, while the final delivery arrangements were handled by the local postal operator in Greece, which was unfortunately outside our direct control.
We understand your frustration, and we always aim to provide a smooth delivery experience and responsive customer service. We’re sorry we couldn’t resolve this in a way that met your expectations. We hope that you enjoy your TUSÉ™ bag!