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 Alan Gandy

SEUR fails to deliver, literally!

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It’s not often we rant on here, we usually keep such rants to our personal Facebook pages and amongst friends. However, today I’m sick to the back teeth of the antics of and the lies given to me (and those they have told to the company I placed an order with) by SEUR.

Recently I ordered a photo-print from Fotoprix, nothing major – it was a test I was doing (I have used them in the past and the quality was okay, not exhibition quality but more than okay for everyday printing). That test has turned out to be a fail. Not for Fotoprix, but of SEUR the courier they use. What kind of courier is completely incapable of making a delivery to an easy to find physical address – ask any of our friends who have visited – in a small town like ours?

SEUR fails to deliver

Lets run through the timeline of this to illustrate what a shambles of a company SEUR is…

23rd August – Order placed

25th August – Shipped

28th August – I was notified that the ‘location was unknown’. We contacted SEUR who said the package did not have a complete address and no phone number was included with the delivery information (Fotoprix said it was addressed as per my order).

Lo que le ha indicado Seur no es correcto, el número estaba indicado,lo que usted no ha indicado si hay algún piso o puerta , solo hay el núermo 5 , que suponemos será una casa. lo estamos reclamando para que vuelvan a enviarlo, si nos facilita un teléfono , también se lo pasaremos.

I re-supplied my address and phone numbers to SEUR and was told it would be sent out again. So you might think now they have numbers for me, and given that there is always someone in the house and my mobile never leaves my side should there be a problem they would call. They didn’t. The package didn’t arrive.

30th August – Marked on the site as delivered (it was not). I contacted Fotoprix. Being fair to Fotoprix, at this point they started from scratch and re-ordered the print.

31st August – I was notified the new order had been passed to SEUR and given the shipping number – 3433664.

1st September – Notified by SEUR that the delivery had failed because, wait for it…

We need you to suggest a solution. It has not been possible to make delivery because the contact data is missing.”

At which point I sent the Google maps reference with a photo of our house to Fotoprix to pass on. Patience wearing thin by now!

I see three potential problems.

  1. Some van drivers do not like the tight streets of the village. In which case they phone and we meet at the Ayuntamiento. We have provided phone numbers to them.
  2. SEUR do not consider it cost effective to come here.
  3. There is some confusion over our house number. The deeds say #5, the Ayuntaniento say #1, logic would say #7 – which is why we display the number 5 on the mailbox.

SEUR have proven themselves completely incompetent. But I am determined to make sure they deliver this. They are damaging the reputation of your company and will affect detrimentally my potential to place future orders with you.

4th September – At this point it’s clear from the conversation that the Fotoprix rep is getting rather frustrated too…. And assure me that someone from SEUR is going to contact me.

5th September – I get a call from SEUR (after them claiming to Fotoprix they couldn’t reach me). I once again provide the address, my phone numbers, the possible confusion over the door number – which is clearly marked outside as number 5 (surely any half wit could manage to find our street which has been here a couple of hundred years or more and look at the numbers – it’s not rocket science). The woman on the phone says it ‘might be a new driver that’s the problem’. Really? If he can’t find my house he or she is in the wrong bloody job!

6th September – Of course, no delivery or phone calls…. And a message from Fotoprix telling me they will refund the delivery costs and ensure that the order does get to me somehow. Ten out of ten to Fotoprix for that. It’s been very clear through this their support staff have been as frustrated and frankly bemused as I have.

I rather suspect that for whatever reason SEUR have never even been close to here. So if they aren’t going to deliver I’d like to think that the tube in which the print would be packaged in is going to be rammed up the backside of either the lazy good for nothing driver incapable of doing their job or whoever at the distribution centre may have been too incompetent to sort this out.

Would I buy from Fotoprix again, definitely. However I’d be asking for delivery by other means or making sure the order is of sufficient value to make collection from one of their shops or collection points worthwhile. Fotoprix have done everything they possibly could to help, I can’t fault their customer service.

SEUR: Would I place an order with any company who uses them for deliveries. NEVER!

UPDATE! THEY FOUND US….

We are not alone. Here is just a selection of other people’s experiences with the company.

20 Responses to SEUR fails to deliver, literally!

  1. Tricia eden September 7, 2017 at 12:21 pm

    This is EXACTLY what has happened to me on a few occasions recently I have been waiting on an edible print for a cake for over 3 weeks !! I was advised delivery would be on a certain date so waited in all day. It didn’t arrive. I have been chasing for nearly 3 weeks and they keep telling me that they have an issue with my address. I have since ordered the print from another uk Co. That arrived 4 days later via DPD. I am still waiting for the Seur delivery.

  2. Ton Strikkers September 7, 2017 at 12:32 pm

    The only location Seur knows is the gas station (anroroil) near Vélez-Blanco. I didn’t have the option to deliver at my home in Velez-blanco.

  3. Peter Hands September 7, 2017 at 12:56 pm

    I went as far as going to their depot in Huercal Overa, providing them with a map, a GPS reference and three contact telephone numbers but they were still unable to deliver.

    One time they notified me that they had a package to deliver and I asked them not to attempt to deliver but to retain it at their depot for me to collect. When I got there, I was told they had “misplaced” the package and more frustratingly they had no idea where it had come from.

    I have now given up

  4. Alan Gandy
    Alan Gandy September 7, 2017 at 12:58 pm

    I’ve had stuff left there before now, but at least they let me know that time.

  5. Philip Sibley September 7, 2017 at 1:47 pm

    We also use Huercal Overa, having got fed up with SEUR not being able to find an estate of +200 houses, hence getting messages of “not delivered, incorrect delivery address”! Alternatively we meet them at the local garage, which is situated at the entrance to the estate near the estate road map(!!), or they drop it off at our local “CAB” which then costs me €2.00 to collect from!

  6. Lois Walker September 7, 2017 at 1:51 pm

    Same thing happened to me in Arboleas, goods coming from Amazon.es. Part of the same order was delivered successfully by UPS, however Seur said the address was incomplete. Won’t buy from companies now if they are using Seur to deliver.

  7. Claire Wilkings September 7, 2017 at 3:01 pm

    Been there, done that.
    However we have a new driver who at least phones me now. My faith had neen restored as we assumed it was the previous driver. I’m nervous again now reading this.
    Claire, Iznajar

  8. Lianne September 7, 2017 at 3:34 pm

    I had a similar experience with an Amazon order, although we were on a main road and the driver made regular deliveries he decided to give it to a random English person who took it!! Because in his words “all you English people know each other, just go pick it up from him!” Fuming didn’t come close.

  9. Lynne Shaw September 7, 2017 at 5:10 pm

    Well I have to say SEUR are fantastic where I live. At first they delivered to a place near my town, Orgiva, Granada. I then had to go to that place to collect it. I saw our usual van driver one day in town and spoke to him about the reason why he didn’t want to deliver down the road where I live, 4 KLM’s from town, he said he didn’t know where the road is, but next time he will ring me and he can follow me to where I live. Now he rings me and sometimes he comes straight to my door, or if I am in town he drops it in the bar where I normally have coffee etc. They couldn’t be more helpful. It lays to get to know your van driver! Can’t fault them now

  10. S MacAulay September 7, 2017 at 7:03 pm

    I have always had problems when they are supposed to deliver door to door. One time when I had sent for something for my husband I got in touch with the Seur office and told them I had to stay with my husband who was terminally ill, 24/7, he didn’t want me to leave him, and it was essential that they deliver to our home, she told me this would happen. But to cut a long story short no, it didn’t!

  11. Mary September 7, 2017 at 11:17 pm

    From the main motorway (E15) our house is a 4 minute drive and they still wont deliver to us. We had emails for a fortnight saying ” delivery tomorrow”. After numerous phone calls we eventually we went to collect from the depot in Huercal. We will never order anything from anywhere if it is to be delivered by SEUR.

  12. Elle Draper
    Elle Draper September 8, 2017 at 12:05 pm

    We were friendly with all the previous van drivers. They would phone as they entered our town and we would meet them at the Ayuntamiento.
    Now it seems they aren’t even coming to the town – so we can’t “nip along and say hello” to anyone.

  13. Elle Draper
    Elle Draper September 8, 2017 at 12:06 pm

    Exactly right. All they need to do is phone when they get to the town and we’ll meet them wherever. They’ve told us this wehen they’ve phoned onb the telephone number they then say they haven’t got. But they won’t phone from the van.

    Still no package.

  14. Martin Hodgson September 8, 2017 at 8:20 pm

    Recently had Seur deliver a parcel for us from Amazon.
    Absolutely faultless service!

  15. Mike September 9, 2017 at 12:42 am

    This account is almost exactly what has happened to me on more than one occasion. I now also refuse to purchase from anyone who uses SEUR for their deliveries.

  16. Alan Gandy
    Alan Gandy September 9, 2017 at 3:52 pm

    That’s pretty much where I’m at now Mike! May be difficult when it comes to Amazon though, might need to make an exception there.

    Can’t fault the seller in this case, Fotoprix have absolutely done their best and have promised they won’t let it drop until SEUR meet their obligation to deliver. They’ve been told a pack of lies too!

  17. john n October 14, 2017 at 12:28 pm

    The story is very familiar. I have had a similar experience many times and have cancelled my subscription to amazon.es Prime until amazon stop using Seur. Most friends in the area say they will not order online because of Seur delivery problems

  18. Elena October 18, 2017 at 12:49 am

    Wow, so SEUR is shit again. I had problems with them during the Black Friday. I ordered a bike on amazon days before the Black Friday and it took ages to arrive… well, actually they re-send me the bike after tons of messages and calls (very lovely the people from Amazon) and the other company (MRW) arrived before SEUR…. Apparently they like to make money and to do so they accept more packages than they can deliver and they don’t go to little villages (or so I saw when I was constantly watching what was happening in twitter, a woman said they were always giving her messages of attempts but she was outside the house waiting for them and no one ever showed up).

  19. Elaine October 27, 2017 at 12:40 pm

    Same thing parcel has been with SEUR for a week can’t deliver no such address ! Even sent them a map yes you will get it today and yes you guessed it no parcel phoned shouted screamed still no joy! They are terrible so I have told them please give it to another carrier or local postal service all other deliver here ups mrw no problems why is SEUR different because they don’t give hoot they sit in hotels tapas get pissed say no one in or no such address and bugger off simple as that can’t we send this lot to SEUR maybe they will listen. NOT!!!!!!!
    Don’t buy from Amazon any more they only use SEUR they say stopped using mrw and ups as SEUR the leading carrier service for Spain so watch out more trouble

  20. janet l harvey November 13, 2017 at 10:01 am

    Same has happened to me this week.First address is wrong they say, then fold package was delivered…NOT, Now latest parcel is in Alicante pick up post an hour away in the middle of the city, I have no way of getting there. I paid for delivery to my house.

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