Galaxus issue with delivery
My girlfriend ordered an iPhone from Galaxus. The delivery was set to signature required, with an option to leave it in the stairway if needed. The courier never rang the doorbell and never attempted a proper delivery. Instead, the package ended up at a MyPost24 locker. By coincidence she woke up at 4AM and got a notification that the package had been deposited there. By the time she checked, someone had already picked it up. She never received the phone.
She contacted Galaxus straight away. That was over a week ago. Since then she has been given nothing but vague responses and broken promises. She was told she would get an answer by Monday. Nothing. Then told to wait 3 days. Nothing. Then told 3 days again. When she pushed harder, she was told that the process "cannot be accelerated" and to just wait.
She contacted the FRC for advice. They confirmed that under Swiss law (OR Art. 185), Galaxus is fully liable. The delivery risk stays with the seller until the buyer has actually received the goods. An unauthorized pickup at 4AM does not count as receipt. A formal parcel loss declaration has already been filed.
Despite having legal backing and a formal loss declaration on file, Galaxus continues to stall with no resolution in sight. She is now contacting Kassensturz to take this further and make this public.
Has anyone been through something similar with Galaxus or Swiss Post? What actually worked to get a resolution?