Meine Freundin hat bei Galaxus ein iPhone bestellt. Die Zustellung war auf „Unterschrift erforderlich“ eingestellt, mit der Option, sie bei Bedarf im Treppenhaus abzustellen. Der Kurier hat nie an der Tür geklingelt und nie versucht, die Lieferung ordnungsgemäß zuzustellen. Stattdessen landete das Paket an einem MyPost24-Schließfach. Durch Zufall wachte sie um 4 Uhr morgens auf und erhielt die Nachricht, dass das Paket dort deponiert worden sei. Als sie nachschaute, hatte es bereits jemand abgeholt. Sie hat das Telefon nie erhalten.
Sie nahm umgehend Kontakt zu Galaxus auf. Das war vor über einer Woche. Seitdem erhielt sie nur vage Antworten und gebrochene Versprechen. Ihr wurde gesagt, dass sie bis Montag eine Antwort erhalten würde. Nichts. Dann wurde mir gesagt, ich solle 3 Tage warten. Nichts. Dann erzählte ich es vor 3 Tagen noch einmal. Als sie stärker drückte, wurde ihr gesagt, dass der Vorgang abgeschlossen sei "kann nicht beschleunigt werden" und einfach abzuwarten.
Sie kontaktierte das FRC um Rat. Sie bestätigten, dass Galaxus nach Schweizer Recht (OR Art. 185) voll haftbar ist. Das Versandrisiko verbleibt beim Verkäufer, bis der Käufer die Ware tatsächlich erhalten hat. Eine nicht autorisierte Abholung um 4 Uhr morgens gilt nicht als Quittung. Eine formelle Paketverlustmeldung wurde bereits eingereicht.
Trotz rechtlicher Unterstützung und einer formellen Verlusterklärung gerät Galaxus weiterhin ins Stocken, ohne dass eine Lösung in Sicht ist. Sie kontaktiert nun Kassensturz, um die Sache weiterzuführen und öffentlich zu machen.
Hat jemand etwas Ähnliches mit Galaxus oder der Post erlebt? Was hat tatsächlich dazu beigetragen, eine Lösung zu finden?
https://www.reddit.com/gallery/1tipu0w
Von leoviet
12 Kommentare
How was the locker opened?
Did you pay per bill or in advance?
OR 185 states the risk transfers to the buyer, when the contract is made and the good handed over to the postal services unless other clauses are agreed upon. Clause 9.3 of the Digitec Terms and Conditions states that property right remains with Digitec for until the bill is payed.
Anyway a good is missing, you may want to report this to the police.
it’s been 4 business days (not even over a week ago), give it some more time. you’ll very likely get your item or a refund
They are probably running an internal investigation, and since the swiss post are probably the ones at fault and the amount of the package is quite high, it’s triggering either another internal investigation, or investigation by insurance. Investigation is also probably legitimately trying to check if this isn’t some scam from your end. This stuff does take some time. Rest assured you’ll get refunded (that is if your claims are legit off). You can try pressuring Galaxus mentioning Kassensturz and FRC, but I doubt it’ll change much.
Wow, something similar happened to me but ordering from Swisscom. I was at home waiting for the package to arrive and the postman didn’t ring, and I got a notification they would leave it in the Mypost 24/7 (weird because they always left it in the office instead).
I went to the Mypost as soon as I got the notification in the app (lived 100 meters away from the post office) and when I opened the locker there was a box with a huge crack and phone was missing (they left the invoice inside though).
I went immediately inside the office and they were absolutely unhelpful, asking me if I was sure it was like that (like well, check the fucking cameras) and refusing to answer me how the fuckity fuck a broken empty box ends up in the Mypost 24 without anyone filing an incident (was very obvious package was damaged and empty as there was like 0 weight). They told me I had to go to Swisscom and complain there as they were the sender.
I went to the Swisscom store with my broken empty box and the guy working there was nearly as shocked as I was, called everyone in the store to tell them the story, and opened an incident internally. I got called the next working day (this was already Friday afternoon so on Monday) and they told me they needed to open a case and an investigation with the post so I needed to wait.
It took a couple of weeks but finally I got a call telling me they sorted it out with the post and were sending me a new phone. Funny enough they weren’t able to change the pickup to a Swisscom shop or deliver it directly to the post office despite my begs to do so as I didn’t want the postman to get another free iPhone from me 🤣.
I hope you get it sorted soon, it sucks, but for sure they would have ways to know what happened once they review the video footage of the MyPost 24/7.
I don’t get it. How could someone get it from MyPost24?
The key legal/practical questions become:
Was the mailbox reasonably secure? If your mailbox was locked and someone stole the notice anyway, you are in a stronger position.
If the mailbox was open, broken, accessible to others, or shared insecurely, Swiss Post or insurers may argue negligence.
Who bears the risk at that stage? There are usually three possible parties: • the seller/shop • Swiss Post • the recipient
Under Swiss law, for consumer purchases, the seller often keeps the transport risk until actual delivery to the customer, unless otherwise agreed. If the parcel never truly reached you, the seller may still have obligations.
Was there identity verification? My Post 24 systems normally rely heavily on possession of the code/SMS/email. If somebody had the paper code, they may have been able to retrieve the package without ID verification.
Did the thief also have access to the phone/SIM/email? Because if the phone itself was inside the parcel, and the thief also accessed your mailbox and possibly your email/SMS, it becomes a larger identity/security issue.
Practically, the best immediate steps are:
• File a police report immediately. In Geneva this would usually be through the Police cantonale genevoise.
• Contact Swiss Post and request: • pickup logs • timestamp • locker number • surveillance footage if available • proof of retrieval
• Contact the seller/operator and formally dispute delivery.
• Secure your mailbox if there is any vulnerability.
• If the stolen parcel contained a phone: • block the IMEI through your carrier • revoke sessions/accounts • change passwords immediately
How can someone pick it up from MyPost24 without code/access? Genuine question
i am reporting this case to the press
and then makes a reddit post
big cinema
Chill out, lol.
I know you’re upset (rightfully) but chill out. It’s been four business days, lol. Not „over a week ago“.
Expensive item was lost/stolen, so the customer service rep just can’t just instantly trigger a replacement delivery. They need to escalate this case to the Swiss Post, which also needs some time. Swiss Post ships out hundreds of thousand of parcels every day, so you’re not the only one with a problem.
If this investigation took four weeks you’d have a point with threatening to escalate Kassensturz/press, but threatening to escalate after not even a week days is a joke.
I already ran into some issues I. The past but being a fucking Karen about it never helped getting it resolved faster.
Please go through with it. Galaxus keeps getting away with these kind of behaviors is frustrating