Omniva - unexpectedly bad service, no response to complaint

A Christmas gift that never arrived: outrageous behavior by the delivery service**

We entrusted our package to you. On December 15, it was sent from Liepāja to Germany. We hoped everything would go smoothly, but instead, we encountered an absolutely unacceptable situation that caused us not only disappointment but also financial losses.

On December 23, the package arrived in the destination city. At 8:04 AM, it was handed over for delivery – just a short step away from reaching the recipient. However, by 10:45 AM, the system had already marked it with three identical "Unsuccessful delivery attempt" statuses, and just an hour later, at 11:52 AM, the package was sent back.

Only 3 hours and 50 minutes had passed – and a gift meant to bring joy to a child on Christmas turned into a pointless return shipment.

No call. No notification. No attempt to resolve the situation.
Even though the recipient’s and sender’s phone numbers were provided, no one bothered to contact us. Where is the logic? Where is the responsibility?

The most heartbreaking part is that this package contained a gift for a child.
A child who eagerly awaited it. A child who believed that a long-anticipated surprise would be waiting under the Christmas tree. But due to the negligence of the delivery service, that gift never reached them.

Our efforts, time, and money – all wasted.
The cost of delivery and return was significant, but the worst part is the disappointment in such a “service.”

And then – things got even worse.
Since December 24, we have been trying to get an answer.
We wrote to customer support – they redirected us to a website where we had to fill out the same information again.
We submitted another request – we received confirmation that we needed to wait 15 more days.
15 days passed. Silence.
More than a month has gone by. Complete ignorance.

How can a company treat its customers like this? How can a problem simply be ignored, as if it doesn’t exist?

This is not just a mistake – this is sheer negligence.
And we are not going to let this go unnoticed.