Package lost, no refund, no cooperation – full case with proof
I ordered from OUKU.com in February 2025. On March 11, the tracking said "delivered" – but I never received anything. No package, no signature, no contact. I contacted Austrian Post and even the national postal regulator (RTR). They confirmed that OUKU, as the sender, is the only party authorized to file an official investigation – or to authorize me to do so on their behalf. I sent OUKU all the documentation, including the official form from RTR. They refused to act. Instead, they kept sending circular replies, asking me to get documents I have no legal right to obtain. They ignored every legal route to resolve the case. Buy at your own risk – if something goes wrong, you're on your own. UPDATE (April 2025): After a long process, I can confirm that OUKU has refunded the full amount (excluding insurance). The money has arrived in my account, and the case is now officially closed. This does not change the fact that I faced significant delays, repeated refusals, and lack of cooperation — until I made the issue public. But in the end, I appreciate that they decided to resolve it. I’m sharing this update because I believe that transparency works both ways — when something goes wrong, we should speak up, and when it’s fixed, we should also acknowledge it.