bad communication
in the confirmation m, ail it was said that it will be delivered in desired date AND TIME. As I put in the "note" section, before paying, that my desire is to be delivered at 19.15 or at least after 17 h, I called to ask will it be delivered at 19.15 or after 17, but then you said that you cannot guarantee either. So, you broke your word, you lied to me in the confirmation letter. What is worst, you did not want to take a responsibilitiy for that in any way, so it was for me to be penalized for your mistake. I spent some 15 euros more on the telephone call, and latter more time and nerves in contacts with you trying to get some reimbursment, even a simbolic one which would be an act of bussiness politeness in situations like this. But nothing happened, you just repeated that I cannot get anything, as the parcel was delivered at desired date (although you promised desired time too, and I counted on that).
In the end I asked you to escalate this case to someone who will understand that your mystake and lies are not my responsibility and who can offer some reimbursment, so I will wait a bit more, and then I will ask my best men, who is a lawyer, how to defend my customer rights in this moment.
Sending an mail in Dutch to a person who very obviously does not speak Dutch is another sign of your bussines etiquette.
