He paid 217 euros for an order to Brazil that after months is in Bragança

A grandmother from Bragança paid CTT 217 euros to send the new grandson’s first clothes to Brazil in an order that, months later, she received back without even knowing what happened today.

A normal order was cheaper, but Ana Maria Rodrigues opted for the Expresso route, which is more expensive, as it is “faster and safer”, with the guarantee of CTT that it would take “seven working days” to reach Brazil with the 4.6 kilograms of baby clothes delivered to one of the stores in Bragança.

The order, with the identified content, was dispatched to Manaus, Brazil, on May 21, 2020, the baby was born more than a month later, on June 26, it grew and more than “800 euros” that grandma spent on clothes for newborns did not fit, as after three months they are at the sender in Bragança without reaching the recipient.

Ana Maria told Lusa that, over the past few months, she made several attempts at the post office to find out about the order, without success.

On June 24, he formalized the first written complaint and received a written response from CTT in July, stating: “The object is being treated in the destination country and will be forwarded to the destination address on the transportation form”.

In response, to which Lusa had access, the company attributes the delay, which took almost two months, to the measures taken in Brazil, “namely the suspension of flights to and from the country” due to the “pandemic outbreak of the covid-19 virus. and the increase in cases of infection in the destination country “of the order.

“All correspondence / parcel traffic destined for Brazil is reduced to a minimum. For this reason, there is a significant delay in all local postal services, due to the various conditions verified at the moment”, argues the company in the response to the client.

Ana Maria complained again on July 27, asking for refund of the 217.50 euros that you paid for the deadline not being met, but still has not received an answer.

Returned order

“Days after” making the last complaint, he received a notice from CTT at home to pick up an order at one of the stores in Bragança.

“What was my surprise when, as soon as I got to the counter, I saw the package,” he told Lusa, guaranteeing that it was returned “without any explanation” of the return to Bragança.

“The order came just as it was there, with no more paper stuck, nothing,” he said.

The son complained in Brazil, the mother in Portugal and both still do not know what happened.

Between the value of the content and the shipping costs, Ana Maria spent “more than a thousand euros”, which is “lost” because her grandson was never able to wear the clothes and now they no longer serve him.

“I wanted to be given at least a refund of the postage. There will be someone to give the clothes to, if they returned the postage, I would not be so revolted,” he told Lusa.

CTT answered, in writing, to the questions that Lusa asked the company about this case in a paragraph in which they attribute the route of this order to “questions related to documentation”.

“CTT informs that following the information received by the destination postal operator, it notified that the international postal package was returned to the sender for questions related to documentation”, reads in the reply to Lusa.

The company also says that “it regrets the situation and informs that it is taking the appropriate measures with the customer.”

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