Pek: A Troublesome Experience with a Happy Ending

Update: The situation ultimately resolved itself in my favor, although I must admit that I did spend a lot of time worrying about it. It took around a month and a half after I submitted my claim for the client services department to get in touch with me to resolve the issue. In the end, the requested compensation amount was paid out.

I'm only sorry that the client services team got involved so late in the process, but they did their job very well. If they had been more attentive from the very beginning, I'm confident that the negative feedback about the company would have been minimal.

Without going into too much detail, I ordered a kitchen set from Nizhny Novgorod to be delivered to the Leningrad Oblast. The manufacturer of the kitchen provided me with several delivery options and suggested that I use Pek for economic reasons. The estimated delivery cost was around 19,000 rubles. Everything was done according to plan: I ordered the packaging, paid for insurance, and did it all on a rising moon.

The shipment was sent on August 14, 2025, and arrived in St. Petersburg on August 21 of the same year, which was quite good.

Surprise #1: It turned out that deliveries to my address in the Lopukhinsky rural settlement are only made on Tuesdays and Thursdays. I mean, you didn't pay 190,000 rubles for delivery, but rather 19,000 rubles, so I should be able to adjust my schedule accordingly. At the time, I didn't know that this would be the smallest of my problems.

Surprise #2: The morning call from the driver left me a bit on edge. "Take a look at this WhatsApp message, please. Are you okay with delivering a kitchen like this?" The message included photos of the damaged wall panel and countertop. "What are our options?" I asked. "We can either send the entire kitchen back or you can accept it and wait for compensation later. I'll bring you the necessary documents," the Pek representative replied. I decided to accept the kitchen, as the individual modules weren't damaged, which seemed like the most important thing at the time.

Surprise #3: When I received the countertop, I was a bit disappointed. It wasn't worth 150,000 rubles, but rather 15,000 rubles. Plus, I was told that my shipment was insured, so I shouldn't worry about anything. You'll be compensated for everything.

It wasn't until I was unloading and inspecting the shipment that I discovered the countertop and wall panel were damaged in multiple places (the countertop had around 10 cracks) and not just in one spot. It's only fair to say that the law of cruelty applies to everyone.

The most surprising thing was that Pek took 19,000 rubles from me for delivering the damaged kitchen without batting an eye. Could I have refused to pay? That's a rhetorical question.

Surprise #4: It seems that Pek has a lot of complaints about damaged shipments, so they came up with a "document collection" quest. I think I only missed providing a certificate from a venereologist to get my documents accepted for filing a complaint. The special treat is that you can't submit a claim via email; you have to do it in person at the company's office, which isn't located in many places and doesn't work on weekends. And, of course, you need to print out the photos of the damage. By the middle of this quest, many people would probably give up on filing a complaint just to save time, but I had a complaint about the countertop, wall panel, and new delivery. The total damage amount was 31,500 rubles. I didn't include the cost of printing the photos.

Surprise #5: I spent four weekends collecting the kitchen sets and waiting for a resolution. I had no doubts that I would be compensated – the shipment was insured, the damage was obvious, and I was given a honest Pioneer-style explanation that I shouldn't worry about anything. However, on September 24, I received an email stating that the consideration of my claim had been suspended. Why? Because I hadn't completed the "document collection" quest – I needed to provide a "Cost estimate for repair and restoration work, prepared by a service organization to justify the extent of the damage caused to the transported goods."

When I pointed out that I wanted a new, undamaged countertop, I was told, "How will we calculate the compensation?" I politely asked the representative from the claims department to explain why I needed to take the countertop to an expert for evaluation. "You need to take the countertop to an expert for evaluation," she replied, raising her voice (I apologize for the tone). "We can't calculate the compensation without it." I explained that the countertop's price was listed on the website where I ordered it, and that I had provided all the necessary documents, including receipts and photos. "You need to take the countertop to an expert for evaluation," she replied again. "First, find the expert, then pay for transportation, and then pay for the evaluation." I was told that I could send only the photos of the damage, but I would still need to find and pay for the expert evaluation myself.

I'm confident that the expert's conclusion would not have satisfied Pek for some reason or another. And why do I need an expert's conclusion if I've provided all the receipts and documents? You can check the website of this company and see the prices for the countertop, wall panel, and new delivery. I provided all the screenshots from the website, including the cost of new delivery, which was calculated using their calculator, but...

Conclusion: When I was filing my complaint, I read about how people struggled with Pek, how they were denied compensation due to lack of documentation, or because they noticed the damage too late, and so on. I was convinced that this wouldn't be my story, as I had everything: insurance, documentation, photos, and all the necessary documents. Everything was transparent, but it turned out that it was all just a joke. The most surprising thing is that the review period for complaints is 30 calendar days, but each time Pek requests additional information from me (you didn't provide the correct document, you're missing a certificate from a doctor, etc.), the review period is reset. In other words, you can be dragged on for years.

The author shares a frustrating experience with Pek, a Russian courier service. Despite having all the necessary documentation and insurance, the company's client services team was unresponsive and unhelpful. The author had to deal with multiple "surprises" during the delivery process, including damaged goods and a lengthy process for filing a complaint. Although the issue was eventually resolved, the author is left with a negative impression of Pek's services.

What is Pek's policy on damaged goods?Pek's policy on damaged goods is unclear, and it seems that they have a lot of complaints about damaged shipments. In this case, the author was told that they needed to provide a cost estimate for repair and restoration work, prepared by a service organization, to justify the extent of the damage caused to the transported goods.

How long does Pek take to resolve complaints?Pek's review period for complaints is 30 calendar days, but each time they request additional information from the customer, the review period is reset. This can lead to a lengthy process that can take months or even years to resolve.

Can I file a complaint with Pek via email?No, you cannot file a complaint with Pek via email. You need to do it in person at the company's office, which is not located in many places and does not work on weekends.

What kind of documentation do I need to provide to file a complaint with Pek?You will need to provide a cost estimate for repair and restoration work, prepared by a service organization, to justify the extent of the damage caused to the transported goods. You may also need to provide other documents, such as receipts and photos of the damage.

Can I get compensation for damaged goods from Pek?Yes, you can get compensation for damaged goods from Pek, but the process is lengthy and requires a lot of documentation. You will need to file a complaint and provide evidence of the damage, including photos and receipts.