Paquete que jamás llegó
Me sorprende profundamente que esta página tenga una valoración tan alta.
El 29/12/2025 compré un Gundam con un valor cercano a 300 €. El paquete nunca fue entregado.
A pesar de que el transportista no pudo aportar ninguna prueba de entrega, la empresa decidió hacer recaer todo el perjuicio sobre el cliente, obligándome a esperar casi un mes para recuperar mi dinero, escudándose constantemente en procedimientos y plazos legales.
Durante todo este tiempo no se ofreció ninguna solución alternativa: ni reenvío, ni sustitución del producto, ni el más mínimo gesto comercial. La comunicación fue fría, rígida y con un tono más propio de un departamento legal que de una tienda online orientada al cliente.
Puede que su actuación sea “correcta” desde un punto de vista estrictamente legal, pero como experiencia de compra y atención al cliente ha sido pésima. En ningún momento sentí que se intentara resolver el problema, sino únicamente proteger a la empresa, incluso a costa del cliente.
El reembolso finalmente se realizó, pero tras una experiencia innecesariamente larga, estresante y frustrante.
No volveré a comprar en esta tienda y no la recomendaría a nadie que valore una atención al cliente mínimamente humana
Respuesta de ShopForGeek - Troyes
Hi Marc,
In order to avoid any confusion, it is necessary to correct several inaccurate statements and to recall the factual elements related to your order:
1. On 29/12/2025, you placed an order for a Gundam item to be delivered to Spain.
2. The order was prepared and shipped on 30/12/2025.
3. The tracking information then indicated that the parcel was delivered on 07/01/2026 by the local carrier.
4. On 07/01/2026, you contacted us to report that you had not received the parcel despite its status being marked as “delivered”. From that moment, the situation constituted a delivery dispute, opposing your statement (“parcel not received”) to that of the national postal service (“parcel delivered”), which necessarily requires an official investigation procedure.
5. In accordance with the procedure applicable to this type of delivery dispute, and in compliance with our General Terms and Conditions of Sale, a case was opened immediately with Bpost, which is responsible for liaising with the Spanish postal service. We provided you with the required legal documents, the procedure to follow, and the usual timeframes applicable to this type of investigation.
6. The maximum timeframe for such an investigation is 20 calendar days, which you had also confirmed that you had taken into account in your message dated 07/01/2026.
7. On 13/01/2026, you requested that a new item be reshipped while the investigation was still ongoing and while the Spanish postal service maintained, at that stage, that the delivery had been completed. In this context, and given the value of the parcel, it is not possible to reship an item immediately without an official conclusion of the investigation, as this would open the door to potential abuse.
8. On 29/01/2026, your refund was issued, following the closure of the investigation by Bpost, as the Spanish postal service was unable to provide valid proof of delivery by the deadline of the investigation.
Our Customer Service team therefore reacted within less than 24 business hours to your report by taking the necessary actions, both from a customer service and procedural standpoint, and by issuing your refund as quickly as possible once the case was officially closed.
Finally, we would like to point out that our customer service remained polite, factual, and available throughout the exchange, despite several excessive remarks and unfounded accusations made in your messages.
Our Trustpilot rating (between 4.8 and 4.9/5 based on over 20,000 reviews) reflects the overall experience of our customers, as well as the quality of our follow-up, including when administrative procedures are required with national and international carriers.
Kind regards,
The SFG Online Team