If you have any cause for complaint
If you are unhappy with any aspect of our service, please let us know. The damage and loss ratio of GLS is consistently at a very low level, because GLS sets great store by reliability. If you nevertheless are not satisfied with our service, please let us know. This will also help us to further improve our service quality. You can complain online using the contact form. Alternatively, you can call our hotline.
To ensure your complaint is handled quickly, please tell us the parcel number, so we can take care of your complaint as quickly as possible.
Additionally, you can submit complaints about the ParcelShop services in any GLS ParcelShop. All ParcelShops have a “complaints book”, which is located in the reception area. The entries in the book are reviewed on a regular basis. All received comments and complaints are dealt with directly by the GLS ParcelShop owners, who will inform you about further actions taken.
What should I do if my parcel is damaged?
The sender is responsible for packing goods properly. If a parcel has any external damage, for example a hole in the box, you can refuse to accept the parcel. GLS will then return the parcel to the depot and inform the sender about the complaint.
In case of any visible damage to the parcel or packaging, you can check the content of the parcel upon delivery. The delivery driver records the result together with the recipient in a report (“damage record”).
If you accept a parcel, that seems to be intact and discover that the contents are damaged when you open it, you should complain to the sender. This is because GLS cannot check and must not check the contents of sent parcels. Postal secrecy also applies to GLS.
Each day GLS transports more than 1.5 million parcels across Europe. A range of safety measures keeps the damage and loss ratio at a constantly low level. As a result, it is below 0.01 percent. Regardless, it can still happen that a parcel is damaged. If, for example, you see a hole in your parcel or fluid is leaking from it, you can refuse to accept it. If you don’t accept the parcel, you won’t need to file complaints. GLS will then sort out the matter directly with the sender.
If you accept a seemingly intact parcel , discover later on that the contents are damaged, you should complain directly to the senders, as they are responsible for handling and resolving such complaints.