Eurosender, or How to Poorly Digitalize Logistics and Ignore European Regulations

In my specific case, the financial loss is quite small—barely €200—but the treatment we received has made me decide to keep demanding a system correction and a sanction against this company, «Eurosender,» to prevent other customers from suffering similar situations.

I brought everything that happened to the attention of their CEO on LinkedIn, so he would know how his company operates in these situations, and the CEO’s behavior has been disappointing.

On his profile, he boasts that his company, Eurosender, is a «Digitalized Logistics» platform, taking pride in it in his description, despite having a system that fails to meet the requirements of European regulations regarding customer information.

As the European Directive 2011/83/EU on consumer rights and Directive 2005/29/EC on unfair commercial practices impose an active pre-contractual duty of information on professional operators. It is not for the individual consumer to be aware of the regulatory framework governing international freight transport: it is for the professional operator to verify, REFUSE, and WARM. The asymmetry of knowledge cannot be converted into a mechanism for exemption on the part of the party holding all relevant information who chooses not to act upon it.

Dear Jan Štefe, in the world of Artificial Intelligence, this is as simple as writing a prompt that says: 

And not just the proforma invoice. The official invoice, which will be part of the case we are presenting to the European Commission, carries the reference code of the proforma invoice—created by their IT system to digitalize their logistics—and dispatches their carrier to pick it up, leaving the customer in a real mess and a completely defenseless position.

Customer Support: A Complete Joke

To give you an idea of how this company’s customer support works, in one of our multiple claims, the response we received was a «laughing» reaction, because their IT support system allows agents to leave reactions that are visible to the customer.

Figure 7: KONSTANTINOS DIMITRAKAKIS laughing in the support system

It is rather amateurish for a customer-facing support system to transmit reactions this way. Mind you, that is exactly how Konstantinos Dimitrikakis kept reacting throughout the entire process.

In fact, this company’s culture is like this from top to bottom, because when I brought the case to the attention of Jan Štefe, CEO of Eurosender, his response was to untag himself from the post and ignore it—something I called him out for on LinkedIn.

Next Steps

Anyway, in the age of AI, boasting about having a company with a digitalized logistics platform is bold, to say the least. And, of course, user management and support are exactly what you saw in the article I shared with you. I have already filed a formal complaint with the Consumer Protection Organization in Portugal. We will see this case through to the end.

This isn’t for the €200, which isn’t the important part here, but because of the helplessness and the mistreatment my colleagues and I have experienced from this company since minute one.

So, I promise I will keep you posted on how it evolves. We’ll see if I can get their «digitalized logistics platform» to display the appropriate warnings to save future customers from trouble. I already achieved it with Apple’s iPhone, so why not fight this too and force Eurosender to stop being such an un-digital, non-customer-centric platform in the age of Artificial Intelligence?

Best Regards,