Unreasonable Charges and Threats: Beware of Pickwings

I had a very disappointing experience with Pickwings. The owner called me and, in a patronizing tone, repeatedly insisted, “This is how we do it in Switzerland.” He then threatened to send my information to debt collection if I didn’t pay the additional 50 CHF he wanted to charge, on top of what I had already paid for the pickup and delivery. Furthermore, he warned me that if I contacted the driver directly, there would be a 20,000 CHF penalty, claiming it was stated in the contract. Here’s what happened: I arranged for a monitor and a bag containing a laptop and keyboard to be picked up from Greppen and delivered to Zug. Initially, the driver refused to take the items, stating they needed to be properly packaged. Since I don’t speak German, I didn’t understand him, and he left. I then called him back using Google Translate, explained that the items were now in a box, and he returned within minutes to complete the pickup. The next day, the owner of Pickwings called to inform me that he would be charging an additional fee despite my explanation. The driver himself, who is a subcontractor, had told me that it wasn’t an issue as he returned promptly. Nevertheless, the owner remained adamant, repeating that “rules are rules” and “this is Switzerland.” I tried to explain that this rigid approach was unreasonable and not how good customer service works. After repeatedly stating my case, he finally agreed to drop the charge, but only after I mentioned that I would share my experience on Google. However, despite his assurance, I later discovered that he went ahead and charged my debit card without authorization. It’s frustrating when a company fails to use common sense, disregards the driver’s perspective (despite my offer to call the driver together), and clings to a rigid rule-based mindset rather than considering the context—a mere five-minute delay. Such small-minded thinking is not how you build customer loyalty. Instead of listening and addressing concerns, they chose to threaten and raise their voice on the phone. This company clearly prioritizes its own interests over customer satisfaction. I cannot recommend Pickwings—stay away.