Verified: 21 March 2026 09:15 pm CET
Industry: Quick-Commerce & Online Grocery Delivery
Jurisdiction: Germany
Primary Regulator: General Consumer Protection Law
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Flink staff will never ask for your app password, or demand you pay an “outstanding balance” via generic PayPal links or prepaid gift cards.
Level 1: Customer Support (Kundenservice)
- How to complain: Submit your issue directly through the “Help” or “Chat” section within the Flink app (this is the fastest method as it links directly to your order ID). Alternatively, you can email them directly at contact@goflink.com or call their legally mandated corporate switchboard at 030 / 577 130721.
- Source Verification: Impressum - Flink
- Availability: In-app support is typically monitored during their active delivery hours (usually 08:00 to 23:00 CET, depending on the city).
- Source Verification: Impressum - Flink
- Timeline: Flink usually aims to resolve missing items or wrong orders immediately via automated partial refunds in the app, or within 24-48 hours for manual reviews.
Level 2: Formal Written Complaint & Mahnung
- Who to contact: Formally escalate your financial dispute (e.g., unjustified charges, ignored refund requests for undelivered groceries, or account bans) by sending a registered letter with return receipt (Einschreiben mit Rückschein) to their legally registered headquarters. Do not send legal notices to a “GmbH”. Address it to the Management Board, Flink SE, Brunnenstraße 19-21, 10119 Berlin, Germany. Clearly state your order number, claim amount, and set a legally binding 14-day deadline (Mahnung) for a refund.
- Source Verification: Impressum - Flink
- Timeline: The legally binding deadline of 14 days (set via your Mahnung) provides the company a strict timeframe to resolve the issue before they legally default (in Verzug geraten).
Level 3: Regulatory Authority / ADR
- Authority: Stop! Do not send your complaint to the Universalschlichtungsstelle. Flink SE explicitly refuses to participate in any voluntary consumer arbitration boards in Germany. Sending your dispute to an ombudsman will result in an automatic rejection and waste your time.
- Source Verification: Impressum / EU Dispute Resolution - Flink
- Timeline: N/A due to the company’s refusal of out-of-court arbitration.
Level 4: Legal Action
- Pre-Litigation: Before initiating formal court proceedings, you can seek case-specific legal assistance from your local Consumer Advice Centre (Verbraucherzentrale) to evaluate the disputed charge.
- Source Verification: Verbraucherzentrale
- Court/Arbitration: Because Flink blocks arbitration, your only legally binding escalation path is to initiate the judicial dunning process (gerichtliches Mahnverfahren) online to obtain an enforceable payment title against Flink SE, or file a civil lawsuit at the local district court in Berlin (Amtsgericht Mitte).
- Source Verification: Gemeinsames Mahnportal der Länder
Community Action: Is Flink refusing to refund you after a rider delivered a bag of smashed groceries, or ignoring a complaint about a missing item? Reply below (do not share your passwords, full order numbers, or PINs), and our community will point you to the right legal templates!