I'm living the worst nightmare of my life. On March 30, 2025, my friends and I rented two lockers through Bounce in Porto, Portugal. Since we were returning to Seville, Spain that day, we decided to store our luggage there because our return bus left at 6:30 PM. Around 11:00 AM, we went to the Santa Catarina shopping center, where the lockers were located. When we went to put our luggage in the lockers and closed the door without any problem, our reservation was canceled, including my suitcase and another friend's. We immediately contacted technical support, and they told us they would resolve the issue during the day. We informed them that our bus left at 6:30 PM, but they said it wasn't a problem and that we would receive the PIN before our trip so we could unlock the lockers. At 5:30 PM, my companion kept insisting on the PIN, and all they deigned to tell us was that they couldn't reach the responsible partner. Seeing that they weren't even bothered by what was happening to us, we told them we would stay and that they would cover our bus fare and accommodation. It was only then, after so much insistence, that they finally sent us the form where they committed to paying for the shipping of our luggage, promising it would be delivered within 24 hours. With that, we left for Seville. From then on, it was a nightmare. They took over 72 hours, after much persistence, to give us the PIN, claiming they couldn't reach the responsible partner, *locky*, and repeatedly telling us they needed the PIN. It wasn't until Wednesday, April 2nd, that they were finally able to provide the darn PIN. Now came the worst part: they told us they now had to locate a responsible agent to open the locker, retrieve the luggage, and proceed with the shipment. However, after so much insistence, they were finally able to do it on Sunday, August 6th. They sent a photo of the carry-ons with the handles down, and naturally, it wasn't clear that one of them had been broken. I understand this happened when we removed the luggage from the locker, and I'm sure they weren't careful. But here's the worst part: that day they told us they wouldn't cover the shipping costs because it was our responsibility for overloading the locker. I feel completely lied to because when we first arrived, we used those lockers with the same amount of things, and absolutely nothing happened. Except now these scoundrels refused to cover the shipping costs, and the worst part was finding out they'd taken our luggage from Porto to Lisbon without any authorization. All they could do was quote me the shipping costs so I'd have to pay, and then put it in a box, no matter how much I insisted they couldn't do that to us because they were committing an injustice. They also offered us the option of traveling to pick it up ourselves, obviously at our own expense. Anyway, I don't know what happened, but on Monday, April 7th, someone named MiKa wrote to me saying she'd intervened on our behalf and they'd agreed to pay the shipping costs. Now I realize I know why they paid for it: they'd send it by mail in a completely sealed box they'd bought themselves. Today, April 8th, the long-awaited suitcases arrived. The box they were shipped in was indeed completely sealed. When I opened it and took out the two carry-ons, I noticed that one of them had a broken handle. These swindlers and liars only told me that it was surely CCT's fault. How could it be their fault if the box was sealed by Bounce? Now they're saying they did me a favor by paying the shipping costs. They refuse to give me any explanation about who broke my carry-on or anything else. I'm demanding the security camera footage so they can see that the suitcase arrived in perfect condition.
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