There have been many doubts and complaints from the public regarding the TuEnvío.cu service. Many customers are waiting up to this minute for their purchase to arrive or for a refund of the amount charged improperly for a purchase that never materialized.
Directorio Cubano offers you contact information (telephone, email, address) where you can direct your concerns throughout the national territory.
Virtual stores in Cuba: Online shopping
Contact information for TuEnvío online stores by province
| Shop | Phone | Address | Official store email |
| Your Shipping Pinar del Río | +53 4877 8834 | Martí Street # 2 at the corner of Velescaviedes, Pinar del Río | [email protected] |
| Your Artemis Shipping | +53 4736 2436 | 48th Street between the corner of 31st Street and Artemisa | [email protected] |
| Your Shipment Mayabeque | +53 4786 1170 | 47th Avenue between 64th and 68th, San José de las Lajas | [email protected] |
| Your Shipping Isle of Youth | +53 4632 4949 +53 4632 6286 | Paseo Martí between 22nd and 24th, Nueva Gerona | [email protected] |
| Your Shipping Carlos III | +53 7873 6370 +53 7873 0024 | Salvador Allende Avenue between Retiro and Árbol Seco streets, Central Havana | [email protected] |
| Your Shipping Four Ways | +53 7824 1182 | Monte, Cristina and Arroyo, Matadero, Centro Habana | [email protected] |
| Your Shipping El Pedregal | +53 7273 7831 | 25th Ave corner 128th, La Lisa | [email protected] |
| Your Shipment Matanzas | +53 45 66 7419 +53 4561 9013 | La Cachurra Farm, Km 2 1/2 Cárdenas Expressway, Matanzas | [email protected] |
| YourShipping Cienfuegos | +53 4355 1361 | 60th Avenue Corner 35th Street, Cienfuegos. | [email protected] |
| YourShipping Villa Clara | +53 4220 9676 +53 4229 1175 | Central Highway km 247. Banda Esperanza | [email protected] |
| YourShipment Sancti Spíritus | +53 4132 8444 | Céspedes 102, between Manuel Fajardo and Frank País, Sancti Spiritus Spirits | [email protected] |
| YourShipping Ciego de Ávila | +53 3326 6149 | Freedom No. Castillo and H. Maceo Ciego de Ávila | [email protected] |
| Your Shipment Camagüey | +53 3228 6228 +53 3224 3337 +53 3228 8579 | Maceo Street # 54 corner of General Gómez, Camagüey | [email protected] |
| YourShipping Las Tunas | +53 3137 1596 | Vicente García No. 9. Between Francisco Vega and Julián Santana, Las Tunas | [email protected] |
| YourShipping Holguín | +53 2446 8233 +53 2446 8230 | Libertad No. 213 between Martí and Luz Caballero, Holguín. | [email protected] |
| Your Shipping Granma | +53 2347 1907 | Frank País Avenue between 2nd and Felino Figueredo, Bayamo | [email protected] |
| YourShipment Santiago | +53 2262 3081 | Santo Tomas corner San Gerónimo, Santiago de Cuba | [email protected] |
| Your Shipment Guantanamo | +53 2132 2095 | Los Maceo Street and Prado Guantánamo Street | [email protected] |
How to buy online at tuenvio.cu? (+Video)
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Informative note from Banco Metropolitano - Only four provinces will have gas cylinder supplies: They are waiting for the arrival of a ship.
- New wage measures in Cuba will be implemented in a phased manner.
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84 comments
Since April 15, 2021, I bought a combo in Villa Diana and due to lack of transportation, it was not until April 25, 4 that I was able to go and claim the money that they deducted $ 2021 from me and today, May 322.20, 3, they still have not reimbursed it to me. How can they play with someone's money when one is a working woman and has no other income?
Focus on the comments and see that people aren't satisfied. So far, I haven't seen a single comment expressing joy and satisfaction with the services provided. We need a response.
Personally, I am very dissatisfied and outraged with this situation with TuEnvio. I have never been able to make a purchase. I log on to the website from 9 a.m. until around 12 p.m. waiting for them to release the modules... it's becoming impossible!!! Respond to the public now and stop the disrespect because I'm almost certain that the charlatans do have their deals. The person who actually sends your shipment would solve their problems and save them time, we have to buy them at high prices on the street. This is not justice, it is not help. We need a quick and effective solution. We need an answer!!!! Now!!!
I can see that my complaint-anger about the impossibility of buying 5 minutes after they open the virtual shopping is NOT unique and is repeated... as one client wrote... the products are monopolized by the resellers... I can only assume, because they have done nothing to prevent it, that someone other than the resellers is benefiting from this aberrant situation that also damages the credibility of this website.
Hello, how is it possible that if I'm supposed to open in Havana at 10:10 a.m., the product appears and when I click on "Upload to Cart" it tells me that the product is out of stock. This is disrespectful. Many times, it uploads the product to my cart and doesn't allow me to make the payment. This is tremendously bad service.
My mother is 70 years old and has to receive the deliveries at my house because I work... The colleague who made the delivery was very vulgar for the simple fact that he got confused and entered the wrong number on his ID: .. Be very careful with the way you treat people... That's it, partner, today I don't have any information about the colleague but he had to distribute the area of the orange grove... Good afternoon...
How is it possible that tomorrow Matanzas has 1000 combos to sell to its population in your shipment, and Holguín, being the third most populated province in Cuba and with extremely high demand, only sells 100 and less than 100 combos, which becomes an odyssey to fish? Not to mention all those who buy in Holguín from other provinces. How long will this shamelessness and disrespect for the working people continue? Please, respect the people and don't make life more difficult for them. The lack of organization and respect knows no bounds. It's a daily disappointment.
How can it be that Villa Clara's online stores are always crowded? But then I see the online store merchandise being sold by resellers. It's a disgrace.
I understand that the provinces are supplied according to their population, so they allow people from other provinces to buy blindly. There is no one to buy. This should be a reason for cancellation. Each person should stay in their own province, please.
I understand that the provinces are supplied according to their population, so they allow people from other provinces to buy blindly. There is no one who buys. This should be a reason for appeal, each person in their own province, please.
Gentlemen. I have a pending order from November 2020, and there's no way to contact the store. They don't answer my phone or email. This is a huge lack of respect.
Those of us who work can't wait in lines, and your delivery is a solution, but opening hours are no longer respected. When the time comes, there's almost no offer. No one can add the image to their cart because it's a mistake right away, and sometimes it's already in the cart. Stores have shrunk, and to top it off, the new app requires constant registration. Previously, you could skip from one store to another once registered, without having to do it again. Some people use this method to resell, look at offers on Facebook, and double the prices of the modules. And finally, essential variants aren't offered: toothpaste, pasta, mayonnaise, etc. I could improve the number of modules. Thank you.
I need an answer because the Havana store won't let me register to give my location or address. It tells me an error occurred when I finished entering all my address information. The other stores aren't receiving orders.
Hello,
We recommend using the contact information provided in this text to assist you.
All the best
For several days now I have not been able to set up any combo and my application tells me that there is a possible blockage.
Hello, I need some answers, as I went to Almacenes Habana in person and they told me they couldn't give me a solution because it's the server. Almacenes Habana doesn't allow new users to register. Even after step 2, it still won't let you through because it doesn't save the registration.
Hello,
Thank you for contacting us. Please use the contact information provided in the text to channel your complaint.
All the best
Hello, how can I communicate with Indira from Cimex? I have filed a complaint that two purchases have been deducted from me and the Cimex system cancelled them and I have not received my money back. I have written to all the email addresses they have given me and they do not answer them, and all the phone calls they have answered have been very pleasant, but they inform me that I should contact Indira's email address because the payment never arrived at the stores, that it remained in the system, and they have not responded to me from Indira's email address. Please, if anyone has another way of communicating with Indira or another Cimex official who can resolve my cash refund, give them my email address. [email protected]
https://www.facebook.com/cimexcuba
Only Cimex could help you.
All the best
Good afternoon. Your message is a commercial strategy that lacks credibility and sustainability.
Unfortunately, I was affected because I made my purchase from Trinidad and my shipment never arrived. I had to go get it and they did not refund me the amount because they had not taken the delivery to Trinidad after 1 month, and the justification was that they did not have fuel, so why don't they make a store in Trinidad if we are very far from the provincial capital, the other is that you can never connect to make purchases, it seems that they do not want to sell for Trinidad, we are also Cubans and that is for everyone, besides, sales are for half an hour, after that time has elapsed, do not even try, thanks and dislikecupen
Cimex really does read our comments and act accordingly.
Why do the same problems continue in virtual stores and they do not provide a solution?
What are our rights as customers?
I think it's a rip-off, charging us for shipping on every purchase. In my case, I live in Jatibonico, Sancti Spíritus, and they charge me 2.40. cuc for delivering it to my house. That's not the problem. The problem is that if the car comes once a week, why do they have to charge me every time I buy it, as if they were sending it to me on the same day?
I think they should consider charging upon delivery, not before.
A person who can't go to the province for any reason. They may even be disabled. They can't have to pay three or four shipments to receive it once.
Good afternoon, I bought a combo on the 9th, they deducted the money from my card but they didn't send me the confirmation message and I don't have an order or anything, it was combo 66, when I was finishing paying they took it out of my cart, I've written several times and called the store and nothing.
Hello,
Thank you for contacting us. As we are a news outlet, you must contact Cimex directly regarding this matter.
All the best
Hello, I'm very upset today because when I try to access your email, it tells me that my account has been canceled, and I'm wondering why? Ah, it was so I wouldn't have to delete my friends' accounts...
Well, a few days ago they said they would cancel the accounts of the people who shopped every day and in all the stores. I was very happy because I said to myself... now yes, what's happened? They canceled mine. This is unheard of with no explanation, and I've spent the morning trying to contact the stores and they don't even pick up the phone. Besides, I'm from Havana and the number I get is for Matanzas. Thank you for reading my complaint because perhaps the same thing could happen to you.
Good afternoon, a good option is to purchase combos offered in stores, online.
But could you please explain to me how the purchase actually works? I've never been able to buy one and I understand that there's a lot of demand, but then what's the purpose of the notifications in the Your Shipment Alert channel?
I have mobile data active all day so that I receive the notification. At the same time, I open the link and it automatically tells me that "the product is no longer available in our store."
Once again, please explain why the ads don't match the offer.
Thank you and sorry for the inconvenience.
Looking forward to your prompt response
Hello,
We appreciate your reading. We suggest you submit your question through the channels provided in this text.
All the best
I'm calling the main office of Cimex and it's a private home, the lady tells me she's calling the office of Cuban President Díaz Canel to see what's going on, she can't get through, I'm trying to buy a combo and they show you the photo when you click it it's not there, it seems to me that they're making fun of the people or the merchandise is being diverted somewhere else,
Most of our problems stem from a lack of professionalism among both decision-makers and workers, something that affects not only the state sector but also the private sector.
Hi, I live in Havana and would like to know what's happening with your shipping connection. I can't even access the site, and it says there was a network change. I think that needs to be checked.
Please, what's happening with the store in Matanzas? The people who work there are not qualified for this job. 21 days ago I made a purchase from Artemisa for my son who lives in Cárdenas and nothing has happened yet. I only received the purchases on the 13th of this month. I made them in Artemisa, where they have special treatment, but in Matanzas they don't even answer the phone. What can be done to make this work better?
I made a purchase through your online store on the 3rd of this month, shipped from the province of Matanzas. Today, the 20th, they still haven't delivered my purchase. I'd like to know if there's been a response, since the phone numbers provided for complaints don't answer.
My husband made a purchase more than 2 weeks ago and we still have no news of the package, every time we call the store numbers they are orcupated or simply do not pay attention, it seems to me a real lack of respect not only to us but to all those who find themselves in the same situation
Good afternoon, I would like to know why you cannot inform the population that you are going to do maintenance all day so that you do not have to waste megabytes for pleasure and inconvenience yourself. Please, think a little more as a country, as our president tells us.
Today in the virtual of Las Tuna the modules were not there for 3 minutes something is happening the connection stops every day it is the same it cannot be that the modules are only there for minutes so fast they run out they waste time, megabytes to the clients are going to cause heart attacks to people with so many discomforts it is a moment of tension and nerves when they are going to remove the modules, until when with this, they kick you out of the page, from step 1 sometimes it doesn't work anymore, that's how it is every day they are going over the line here something is happening
Could someone please explain to me, because maybe I'm the idiot, I see the Ávila blind combos, very nice, but it won't let me buy them, I think my cart was stolen because it doesn't appear, wow, it's as if the blessed combos were there as decoration, also as soon as they are there they seem to get lost and appear again, it seems like they're playing hide and seek, but the bad thing is that I'm the one always looking because I can't find anyone. Could someone tell me how to add them to my missing cart? Or are they there as decoration to fulfill, thanks
Good Morning:
Since the issue of the modules in Las Tunas began, sometimes when the module appears, I put it in the cart and when I get to the first step of 6, it does not let me continue, it remains frozen there but other times it says that it is no longer available, in that case I am not alone, I have consulted with several colleagues, I call the indicated telephone number and it seems that the colleague takes you as if you have no experience, I do not call again 3137-1596, she gives you an unconvincing answer, very attentive but unprofessional, that is my concept, I come to you to see if you can give me a convincing answer.
regards
No one has answered the phones in Matanzas for 3 days and I have a pending order from 6/6 and the orders after that have already arrived.
Greetings, the "search" option has been removed from the platform. I believe it should be reinstated so that the customer gains time and convenience. Thank you.
Today marks 21 days since I made an online purchase at tu envio.cu, which has not arrived yet. Transfermovil sent me a message today returning 3,90.cuc of my total purchase, I called customer service to find out what this return was about and they told me it was the oil. According to them, it took them 21 days to realize that they no longer had this product in stock, and that's it, end of explanation. I think these deficiencies from Cimex are over. That is to say, it's not enough to have a long wait, almost a month. In addition, you can also get the surprise of a return, at that point, of a product that is so in demand in the home, and on the customer service number they tell you so easily that it was a system error at the time of making the purchase. I think the error is more human than systems-based, in not having the people in charge of the project trained to undertake this task, nor with sufficient preparation to create an efficient system.
Good morning, I made my purchase on May 13th at 12:04 PM at the Villa Diana online store (5th and 42nd Streets). Order ID NTH0015134, a combo meal for 147.00. Today, the query still says "processing." I've written several emails and tried calling the contact numbers listed on the website and others provided to me, but to no avail. It's been a month and a half. No items, no calls answered, no emails answered, at least not for an apology, explanation, hope for a solution, and of course, no money returned. What are the officials talking about at the roundtable and other forums? I don't understand. I would appreciate it if someone could explain.
Good morning, my username has disappeared from the platform, and I have two orders placed with Carlos III. When I click to change the password, it tells me "THE OPERATION COULD NOT BE PERFORMED ON THIS SPECIFIED USER." The sad thing is that I don't have the order numbers saved. What should I do, please?
Thank you
I was worriedcupWell, I thought this was the only one happening to me. I've already made two accounts, because the first one happened to me, and the worst part is that it's happening again. I don't know how many more accounts I should make. 🙂
I don't know how many emails I've sent you with the aim of knowing about my order No. 2392 dated May 22nd, I think it's disrespectful that you still haven't received it to date, but it's even more disrespectful not to give any response to the many emails I've sent, about this shipment I must count for the umpteenth time that the store informed me on May 29th that my order would be delivered, that day I received two orders including one that was made with a date after the one in question, I contacted the store that same day and they informed me that due to an error that order had been left in the unit and that it would be delivered later, that day passed and the next and the next until June 1st arrived and I managed to contact the store and they informed me that from the 1st to the 2nd they would deliver the order, the 1st, 2nd and 3rd passed, I contacted the store again on the 4th and they informed me that due to transportation problems the delivery could not be made planned, but that all pending orders had already been sent out that day and that I would receive it. That was on the 4th, and today is the 9th, and so far I haven't received anything. I know this order is problematic because it included two whole chickens, which shouldn't cause any problems since it was purchased and paid for correctly. To this day, I haven't received my order and haven't received my money back. I hope I get a response this time, or will I have to take other measures by writing to a higher level?
I made a purchase at the Artemisa Virtual store, which no longer inspires confidence in me, because in my Order No. NAR0010709
On May 27, I was missing two products with a large deficit in the country, toothpaste and detergent, which products were purchased and paid for at the time of purchase, because there was stock at that time, and said amount was deducted from my card.
When I received my order on Saturday, June 6, the 2 toothpastes and the 2 detergent packets were missing from the bag.
Something catches my attention, because in a computerized system of a dispatch, according to the list of products on the invoice, how is it that at the time of delivery to the address, the ink note of NOT AVAILABLE is added by the worker Yoeldys Rodriguez Vega
In the case of the two packages of detergent, they were checked on the invoice with an ink checkmark indicating that the product had been checked before sealing the bag.
So who and how checked a product that was never put in the bag?
How could this system be so vulnerable that when the purchase was made, the product was there, and when it was delivered to the address, someone removed it from the shopping cart, and the product didn't arrive?
So this system does not work as they explain like a shopping cart, because the one we use in a store to put our products, nobody can take it out of the cart and less when we have already paid for it, because to pay for it there has to be STOCK of the product and if not they have to inform us before making the purchase, because then where is the reliability of what we buy and that they manipulate our money from our cards, with products in Stock, that do not exist?
So now we are forced to wait and check, they return the money to our cards, which is our money and is for our needs and not wait for the convenience of seeing how long it takes to return it.
Really, I don't trust the system because when we believe that we have a safe product to meet our needs, then this situation occurs where the much-needed product doesn't arrive and the missing ones are those of greatest need, because however the small detergent packets of 0.45 were in the package and the 425g ones, the largest ones, were the ones that were missing, what a coincidence!
It is a shame that, although this purchase is so convenient for our protection against Covid-19, it does not fulfill the objective that our Revolution and the country's top leadership designated to protect the people.
You write to the email and they don't respond, not even to the Cimex customer service email, and calling is also for fun. I think the fundamental problem lies in the organization and not in the application... which is what they use to justify the organizational problems.
I consider that the tuenvío page works perfectly, what doesn’t work are the stores, I have made purchases and I have not received the products, I recently made a purchase at Carlos 3 and I only received two malts, that is disrespectful, in another the tomato puree did not arrive, I would like to understand but it is not possible for me, what explanation is there for the product to exist at the time of purchase, they credit it to my card and then they tell me to my face that the product was not in stock, what is happening is frustrating, in Villa Diana the combos do not arrive complete, a coworker and I had our evaporated milk taken away. Who does one go to to claim the product or the money because neither one nor the other arrives ??? They do not answer emails or calls, I am quite upset with all this ... I hope to receive an explanation at least ... Greetings
The same thing happened to me at the Típica de Boyeros store. I picked something up and when I went to pay, it said it was under maintenance, or that it was out of stock. I wrote, I even called, and the response they gave me was, 'Yes, it's true, there have been several complaints and we're seeing what we can do.' And I wonder, are they going to see what they'll do?' But nothing, and there's no solution.
I posted a previous comment (on May 26) about a purchase from Villa Diana on the 8th. They still haven't delivered it, and it's in the same "processing" status. It's the same status since the first day. I agree with those who say it's a ghost store. They don't answer the phone or the multiple emails I've sent (to the store's address, with a copy to CIMEX customer service).
I think the actions of this store's staff can (and should) be considered a crime. I'm calling for the involvement of the relevant authorities (PNR, Prosecutor's Office, etc.). This happened a while ago, something that could simply be considered poor work and negligence. They steal someone else's money, they don't deliver the products or the money. They don't consider themselves responsible for providing explanations. CIMEX ignores the matter. What can you call that?
Hello.. I have a question.cuption about a purchase I made last June 1st at the Matanzas online store by mistake because I'm from Artemisa... the moment I received notifications of my purchase I realized I had entered the wrong store and I made the complaint at that very moment... in fact I sent several emails explaining the situation and giving my personal information again. I have also made countless phone calls to the contact numbers provided on the page at different times sometimes orcupand many others ringing the bell and no one answers either by that means or by mail... I'm worriedcupAll my money has not been refunded to my card. I HAVE NOT BEEN ATTENDED TO... WHO CAN I COMPLAIN TO... I await answers...
Hi, I feel really worried.cupGiven the solution that the delivery workers from the Tuenvio Artemisa virtual store just gave me, today my cousin received a shipment that I made to her.
where one of the requested products did not appear and in the invoice it was not indicated as a product not available, due to the missing product, the response of the person in charge of delivering the invoice was that apparently they had forgotten to include it at the time of packaging and that the solution would be to return the order or indicate only the missing product so that the store would refund me the money, my concern is the following: the workers assigned to that store suffer from Alzheimer's or are not qualified to perform their job, my objective is to receive the product, not the refunded money, I feel this fact as a mockery, until now I felt pleased with the purchases made despite the shortage of products, but well that is another topic
I'm very worriedcupation with the system that the delivery services of tuenvio have, because as they tell us on the page the delivery delay is 5 to 7 days, we understand the situations that we are going through but the most worrycupbefore is that it's been 26 days since the first request and 20 days since the second and I haven't even received a notification of the status of my requests. On the 26th I wrote an email to the email address that appears on the invoice and they haven't answered me either. I tracked the orders and they tell me that the first one was ready for delivery since May 11th and the second one is in process. Please, it is necessary that you communicate with the clients who request this service, since the requests have already been charged.
Good afternoon, this morning the Mialerta application tells me that there are new products at Tipica Boyeros. At the moment I put 2 chicken packages, 2 whole chickens and 2 minced meats, I could not pay because it said that your shipment was synchronizing with the store ... what should I wait and so there were 3 people trying until they told me that those products were not in stock .... WHO PAID FOR THEM? HOW DID THEY PAY FOR THEM ??? Something very strange is happening with the products, they run out in 2 minutes .... but this has driven me crazy ... I will continue writing and sending the screenshots until they give me answers
A lot of propaganda, a lot of bosses going on TV saying, "This is going to happen... That's going to happen. Look for the tuenvio website to do your shopping, stay home. Until when will this be said and nothing is done? Please, someone answer me. I'll sit and wait. When you go shopping, the bill doesn't exceed 10 euros. cuc Buying everything on the website. Why would I want rum and cigars if the most important thing isn't food, the kids' candy, or cereal? So far, I haven't had any complaints about the service. I've received two shipments, and they've treated me very well: one from Carlos2 and another from 3Caminos, but there's NOTHING...
Good afternoon, I have a complaint to report. I made a purchase at Villa Diana on May 9th, and it's now June 1st, and the purchase hasn't arrived. I need someone to give me an answer about my purchase or a refund.
Hello, I made a purchase on May 18, 05, with delivery order ID NSG2020, to be picked up at the store in Santiago de Cuba. I'd like to know the status of the purchase, how much longer it will take, or if it didn't go through. I've checked the website, and the purchase has been in process for over 0001710 days. I've called 10 at all possible times, but it's never available. I still haven't received a response regarding a necessary purchase valued at $22623081. cuc. Thank you.
Good morning,
On May 7th, I made a purchase at the Cuatro Caminos online store and received the product on April 23rd, with five items missing.
I signed for all the missing products, the carriers told me they would issue a new invoice and I would receive the missing items.
The next day I received an email that everything had been delivered to me in full.
I immediately sent an email reiterating the missing item, and no one bothered to answer the phone.
Conclusion, it is impossible for a country to function with such disorder and efficiency.
That's why some Cubans use social media to discredit the country more than it is, and then the problem is solved because,
It is regrettable because of inefficient leaders who do not control things as they see fit.
Not to mention that in previous deliveries, they've always exchanged products for lower-priced ones and haven't given me a refund.
This way we are worse than the coronavirus; we kill ourselves, and the worst thing is that the contagion is viral, not bacterial.
I don't see the phone numbers for Villa Diana. I made a purchase on the 8th. I've been sending messages and calling the number listed on their website REPEATEDLY, and nothing. That store opened at the same time as Pedregal. And despite having been operating for only a few days when I placed my order, almost 20 days later, nothing.
What can be done? What do we usually think about someone who owes us money and won't show up?
Well, that is the opinion that this shameful situation generates.
Please, someone do something about these people. It's unacceptable from any point of view.
I made three purchases at Villa Diana, two on the 9th and one on the 14th. To date, I have not received the products or any information as to why they are not being sent. The money was deducted from my card. This is disrespectful. I cannot get through to the phone numbers and I sent an email but they have not answered. Someone has to take responsibility for this situation. If they are not going to deliver the merchandise, they should return the money. Villa Diana is a ghost store.
Good morning, I am very disappointed with the online store, because they are here to stay, woooo what bad service, I have made purchases and the purchased products have not arrived, they charge me a service in advance and when my invoice is received, essential items are missing, so I call the phones and write emails and nobody answers, IT IS LITERALLY VERY VERY BAD CUSTOMER SERVICE, I need to know what will happen to my cash or if not my money will be returned to me without receiving my products, CAN ANYONE ANSWER? I DON'T KNOW WHO ELSE TO GO TO BECAUSE NO ONE ANSWERS?
It seems to me an unprecedented lack of respect that these stores only deceive the population because I can understand the situation of the country and if not, well, there is no way and nothing can be done. What is inconceivable is that they offer a product that does not exist because I have already made several purchases and they all involve returning products and they are always the most necessary. What a coincidence and I write to the email that appears and no answers are given, it is inconceivable, you should and the paper says that if you accept the purchase you do not have the right to complain and the staff who bring the things tell you that if you return it you lose everything and then it is a mockery or a lack of respect, it seems to me that there is a little of each and the most important thing is that we have few options, it is either that or nothing
I hadn't actually read the published comments, otherwise I wouldn't have wasted my time and money registering on the page and making the purchase, because exactly the same thing happens here, and the worst part is that everything seems to indicate that all the deficiencies are subjective, malicious, poorly controlled and intended to lead to the corruption of those who work in these stores.
Exactly 7 days ago, I made an e-commerce purchase, order NGT0003137, using the in-store pickup option, and according to the website, it's still being processed. Who's responsible for that? But it doesn't end there. My wife, who also made her purchase, called and wasn't attended to at the delivery location. A fellow store employee told her that the Maltas and Spaghetti were removed from our orders. She asked to be told the reasons when she entered, "There's no justification for it," and she left the store.
Today marks 21 days since I made an online purchase at tu envio.cu, which has not arrived yet. Transfermovil sent me a message today returning 3,90.cuc of my total purchase, I called customer service to find out what this return was about and they told me it was the oil. According to them, it took them 21 days to realize that they no longer had this product in stock, and that's it, end of explanation. I think these deficiencies from Cimex are over. That is to say, it's not enough to have a long wait, almost a month. In addition, you can also get the surprise of a return, at that point, of a product that is so in demand in the home, and on the customer service number they tell you so easily that it was a system error at the time of making the purchase. I think the error is more human than systems-based, in not having the people in charge of the project trained to undertake this task, nor with sufficient preparation to create an efficient system.
My name is Reynaldo Pérez Labrada. I am a journalist, member of the UNEAC, and Militant.
This is the second time I've received incomplete products from the TUENVIO service, which is so unprofessional that you are offering to the public.
The first time I was able to understand it because it was justified that it was a new service, that the country wasn't ready, and all the arguments that were presented at the roundtable and that the provincial manager herself offered on provincial television.
Now, of the three products I bought, two of the most needed ones are missing: the detergent and the cheese.
CMN0009546 30/04/2020 20:11:55
I believe that far from helping, what you are doing is creating an unfavorable state of opinion, not only of what you are trying to achieve, but also of the Revolution in general, tarnishing other spheres that are making sacrifices and working just as hard to move forward.
With the responsibility that our leaders assume, and it is no secret the difficult task of leading a country in such difficult circumstances, but those who assume it must have a long-term vision, and if they realize that far from solving one problem, what they are doing is creating a worse one, such as undermining the credibility of a more comprehensive social project, I believe they should close this experiment, which is carried out at the expense of the needs of the population, and also at the expense of their money, which they keep captive for the time they wait for the product, which will ultimately never arrive, and then for the time it takes to return it.
There is no need to list the reasons why TUENVIO should be discontinued:
1. It's a pain to communicate.
2. The telephones to which one must go to obtain partial information are always orcupteenagers.
3. There are almost no products, and this is a source of joke among the population.
4. The products remain just as expensive.
5. Follow the queue if you decide to pick them up at the stores.
6. The website continues to say that delivery takes 5 to 7 business days, which is completely untrue.
7. And the first time, they announced that the product wouldn't arrive at the time of delivery, but you do have to pay for it, which no one understands. Hence, it's said that the chain's own workers are diverting the products. This is surely a rumor, but with so much inefficiency, it's prone to misunderstandings. Now, it turns out that when the delivery arrives, you find out there's nothing there, and they tell you whether you take it or not. It's totally disrespectful.
8. The refund is issued through the same bureaucratic system of delay, with the justification that we are not prepared. I ask again, and I am not alone: IF WE ARE NOT PREPARED, WHY DO WE DO IT? Why continue spending money, resources, salaries, and fuel on something that, far from helping, at least the people, is actually doing the exact opposite?
9. If we are experimenting with Capitalism, with all that entails, they have a slogan that says “The customer comes first”, but it turns out that, in our case, we are the ones who pay for the failed experiment, and at least there is a remedy.uneration and not an apology, which does not consist of making life even more complicated for someone who had no choice but to opt for your service.
10. Right now, hundreds of people are connecting to request a service that they will not receive efficiently, and that continues to add more dissatisfied people.
I have lived and worked under capitalism, and I know it is not the option for which the vast majority of the Cuban people work.
So ALERT, and I will use all possible means, BE MORE RESPONSIBLE AND STOP YOUR DELIVERY SERVICE, until it is ready for something as sensitive as trying to meet the needs of the population.
Shop at El Encanto Store
Submitted by: Reynaldo Pérez Labrada
On behalf of: Reynaldo Pérez Labrada
Identity Card: 66042708400
Address: Apodaca # 14 Apt 11
Camagüey, Camagüey, Cuba
Telephone: 52769207
Order#: CMN0006305
Purchase date: 20/04/2020 10:10:06 PM
Bill#:
Seal#:
Product Quantity
1 kg - Pork loin 1
*[NOT AVAILABLE]* 500 g - Skimmed milk formula 1
Sanitec 2 toilet paper
** A refund will be issued to the buyer for products unavailable at the time of delivery. This transaction will be notified via email.
Shop at El Encanto Store
Submitted by: Reynaldo Pérez Labrada
On behalf of: Reynaldo Pérez Labrada
Identity Card: 66042708400
Address: Apodaca # 14 Apt 11
Camagüey, Camagüey, Cuba
Telephone: 52769207
Order#: CMN0009546
Purchase date: 30/04/2020 08:11:55 PM
Bill#:
Seal#:
Product Quantity
*[NOT AVAILABLE]* 1 kg - Creole white cheese 1
*[NOT AVAILABLE]* 400 g-Powder detergent, «TBV» 2
80 g - NESCAFÉ CLASSIC 2 Instant Coffee
** A refund will be issued to the buyer for products unavailable at the time of delivery. This transaction will be notified via email.
Slopes
CMN0010883 04/05/2020 9:37:00 24,30 CUC Processing
CMN0017453 21/05/2020 22:02:20 41,70 CUC Processing
Since May 7, I made a purchase in the El Pedregal virtual store #NSI5, on May 0005089, I see in the purchase status that it appears as delivered in a time of 15 seconds between departure, transportation and delivery. I have never received that purchase.
I've sent countless emails, and no one answers. The phone is just for fun. I filed a complaint with Cimex Customer Service on May 17 #5 and another on May 0923105 #22, and they haven't answered. How long do we have to wait for them to do things properly, while respecting consumers?
Good afternoon, the emails and phone numbers provided to the public are unresponsive, just for the fun of it. I've been complaining about a purchase I made on April 29th at Cuatro Caminos since May 4th, and no one can give me an answer because the invoice arrived with a missing product. They haven't refunded me, nor have they refunded me the missing package of hamburgers. Please, if there's anyone who can help me or knows a more effective way to file a complaint, I would appreciate it. Thank you very much.
What's happening with the return of products that haven't arrived in four years? Since May 15th, some things have arrived. They told me to wait for the return of the product that didn't arrive, and to this day, nothing has happened. I've written to your website, to Cimex, and I've called the store, but they haven't responded. Please don't play with people's money. I'm still waiting for someone to deign to respond. It's a total lack of respect.
Good morning, I would like to comment. I placed an order almost a month ago for my mother, which still hasn't been delivered. I went to the website and it showed as delivered. I called and they told me the order was on a truck for delivery. I don't understand how it's possible that for 3 or 4 days, refrigerated and cleaning products are sitting around on a truck without being delivered, and in a system, it appears as delivered. I'm tired of calling, and it's just for fun. Where should I go after already filing an official complaint and not receiving a response?
Hello. I'm from Matanzas and I've already written twice to the email address above, but no one answers. I hope you'll be more professional here and respond. My question is: I've tried to log in to my tuenvío.cu account countless times, but I can't because they tell me my username isn't correct, but I haven't changed it at any point. Could you clarify what's going on and what I need to do to reset it?cupwas it? Thank you very much.
Dear partners,
I call the contact numbers, I have written twice to the contact email ([email protected] y [email protected]) and nothing, please, no one deigns to answer?
Today it's been 21 days since I requested invoice 1907 and 9 days since I requested invoice 4733 and I still haven't received them.
Furthermore, I cannot understand why, after 24 days, I was informed that I would be refunded for two products after an order placed on April 17th, where the products were in stock.
My incomprehension is exacerbated when I learn of orders that were already delivered with a request on April 29 (5 days after mine), and if these two products were delivered.
Please reply to this comment so I can feel supported.
Sincerely,
Rubén González Pérez
Please, your contact information must work. I've been writing to 20 Caminos' email and calling for over 4 days, and they have a 24-hour answering service. This website is laughable if communication doesn't work. Thank you, and please check.
Luisa Guerra. Client who has had an outstanding invoice since April 19.
Did they give you an answer? The exact same thing happened to me. It's disrespectful.
Good afternoon, sorry about the email, but I'm really uncomfortable.
I made a purchase on April 23rd that was immediately discounted, and it turns out that today, May 11th, I have no response.
I've sent several emails to these two addresses. I'm tired of calling the Cuatro Caminos store number no less than 2 times a day, and I don't get a response. The phone has a fixed recording, so you can call anytime.
I can understand the delay in delivering groceries due to the current situation, but what I don't understand is why people are being misled with contact information for complaints and claims.
For me, this is counterrevolution. Provoking the people, failing to respond, deceiving them—that's counterrevolution.
I want an answer or my money back, and I hope I don't have to leave my workplace to complain about what I supposedly bought and they deducted so quickly.
I just want a response. I don't want to resort to other, more aggressive mechanisms. I repeat, I understand the country's situation, I understand the desire to bring service closer, I understand that systems and good intentions fail. What I can't understand is that you don't show your face and don't respond to one of your shortcomings.
Did they give you an answer? The exact same thing happened to me. It's disrespectful.
congratulations to Directorio Cubano for the opportunity.
We've been waiting since April 29th for a response regarding the purchase made at Cuatro Caminos through tuenvio.cu, and today marks 12 days.
Hahahahaha we have the phones, what they don't answer
The phone numbers provided for 4 Caminos are impossible to get, only Carlos 3 works, and the same for 5ta and 42, no phone or email.
What do I do if I have purchases from the 27th last month? Who do I contact? Do I ask or complain? The situation and the lack of information are unbearable. Is there no one in charge of responding? I write daily, hopeful.
You have been here since the 27th of last month and I have been here since the 20th and nothing, I write to the email and they don't answer, I call the phones and they give me all day orcupados
It is necessary that everything that is said becomes reality.
We've been trying to contact the site for weeks, and everything is a problem. In the end, it doesn't resolve my needs.
Hello, because there is a greater variety of basic products in virtual stores where payment is in USD than in the cuc o cupThe latter are the ones that are legal and are paid to work in Cuba. Will I have to defect or work under a contract abroad, or be the relative of a consul or diplomat, or hold a senior position in the government? Regards.
Good morning, I have a very big concern because many efforts are being made and the population is constantly being asked not to leave their homes and to buy through your delivery, but if there is no food, which is the most important thing we do, I am very unhappy because on this platform I saw an alternative to take care of ourselves, but I cannot solve the most essential thing, which is frozen products, and also the delay, which is unprecedented, and this is happening on the Havana platform because when I enter Matanzas and Camagüey, there are pork legs, beef, and cheese of various types. What is happening to the population of Havana? We do not have the right. It happened to me one day that I looked like a crazy person checking because I do not want to leave my house to stand in line all day with people on top of me because at home I have an asthmatic child that I have to take care of. Can you tell me where I should go to make my quarantine more pleasant?
I'd like someone to tell me whose brilliant idea it was to remove the kachas? They added them because people were buying in bulk using software, and it was impossible to buy. After they added the kachas, you could buy multiple times a month. After they removed them, it's impossible to see the combos. They need to reinstate them so users can buy. I'll take this complaint wherever I need to. It's unfair that a few people buy and the majority can't.