Mijn Klacht:

I ordered a bed frame and mattress from Swiss Sense. The bed was delivered and installed on 22 May 2026, but the installation was incomplete and several issues remained, including incorrect screws, missing parts, and visible damage.

A service visit took place on 1 June 2026, but this did not properly resolve the complaint. The technicians appeared to be unaware of most of the issues I had already reported. After I followed up again with photos and details, Swiss Sense mainly focused on another service visit for installation issues and mentioned that replacement parts could take approximately 14 to 16 weeks. When I explained that this did not address the full complaint and that such a delay was not acceptable, I did not receive a proper response to those points.

I also visited the store on 6 June 2026 and was promised a call on 8 June 2026 to resolve the matter, but that call never came. Only after sending a formal notice did I receive a more substantive response.

After my formal complaint, Swiss Sense stated that they wanted to arrange a properly prepared inspection and that the technicians would be informed of the case. However, during the next visit the technicians again appeared to be prepared mainly for installation issues, not the full damage complaint.

The technicians themselves were helpful and indicated that substantial parts of the bed would need to be replaced. I did not accept partial installation fixes, because the issue is not just installation — it is damage and defective/incomplete installation.

Since that visit, I have still not received a concrete written solution, replacement plan, timeline, or refund/collection proposal. I also gave Swiss Sense a deadline to respond, and as of 17:00 today I have not received a proper response.

Gewenste Oplossing:

Swiss Sense should provide a concrete written solution immediately. If Swiss Sense cannot provide a timely and complete replacement/repair plan, I want the purchase agreement to be dissolved, with Swiss Sense collecting/removing the delivered items at its own expense and refunding the full purchase price.