Mijn Klacht:

I´m going to be writing in English because I´m afraid of making an embarrassing mistake if I write in Dutch, thank you for understanding.

My name is Bryan and my Customer service number at the Bijenkorf is 3131021000951. I hope that all the information is being logged there because this is a long story but but it started with me buying a suitcase at the Bijenkorf in October and now in the beginning of February after 10 visits to the store, hours on the phone, getting different information from everyone..I´m still dealing with their ineffective customer service.

I have a suitcase that I bought from them and it is supposed to have a 5 year guarantee but they have been telling me things like “we can only give you your money back”, “sure we can fix it” and then they lost the suitcase and I had to take time of from work to push them to find it, “no we don´t fix anything because it costs more then 50€ to fix it and we can´t swap if for another model”, “We can swap it for another model but you have to go yourself to another city to pick it up and you better hurry because they are about to sell out and we can´t reserve them for you”…and I´m not done but I just don´t have time for writing more.

I´m including the email conversation to back up my story but since they last contacted me they have gone completely silent.

Date: Tue, Jan 28, 2014 at 2:03 PM
Subject: Re: Feedback voor antwoord-ID 10847 (Beoordeeld: Niet nuttig) [Reactie: 140124-001275] To: deBijenkorf

“Thank you for your call, it was nice to hear a voice that sounded interested in figuring out a solution to this predicament.

The problem with 400606001003000” is that its not the size that I bought, I didn’t know the size when we spoke on the phone but it was a full sized suitcase, not a carry on. https://images-na.ssl-images-amazon.com/images/G/02/uk_softlines/2013/LUGGAGE/Buying_guides/Buying_Guide.jpgInline image 1

Am I to late for the last of the same type of suitcases that I had? I’m not expecting anything bigger of better, I don’t even care to get reimbursed for the hassle that this has caused, I just want the full sized suitcase that was light 3,6 kg, had a 5 year guaranty and for that great price of 40€. I was so happy to see that deal but never thought this would take any time when the sales person said “No worries, you can always have it fixed”

I’m supposed to be at the supermarket and then prepare for a dinner party for tonight but I’ll still make myself available by phone if needed.

Bryan
Customer service number 3131021000951

On Mon, Jan 27, 2014 at 8:07 PM, Bryan Allen Smith wrote:
Good day,

I’m still waiting for an email for when I can pick up my replacement suitcase, but in the meantime I have had the chance to make a few videos that are right now only viewable by these links so you can hear my story but I was encouraged by my friends to use my social media knowledge to set up an automatic system to share them on every social media platform on repeat until this issue is resolved

Like you know I’m not the type of guy that usually stands up for myself but people have pointed out that I would be standing up for the other people that are also being treated like this so I think I just might have to.

http://youtu.be/UX9shUU5OW8

http://youtu.be/iLDej_51Uxo

Thank you for your time and I’m looking forward to having this fixed so I can get back to enjoying my life

Bryan

On Sun, Jan 26, 2014 at 9:04 PM, Bryan Allen Smith wrote:
I bought this suitcase at the Sale in October. It was the last of the suitcases from Bijenkorf and it had a manufacturing fault on the stitches but the salesperson said it would not be a problem because we could have it fixed if it got worse.

After buying it I started feeling worried that I would be flying and the suitcase would rip and my clothes would be all over the plane. So I brought the bag back the next day but they said it would not get ready in time for my trip so I took it back.

When I got back from my trip I brought it back to have it fixed and it got lost at the Bijenkorf. I had to spend hours on the phone and even take off early from work to come to the Bijenkorf to stand there until they found it. So I just took it home in anger.

Then later when I got more relaxed I took it back to have it fixed…and I was told I could not have it fixed because it wasn’t ripped yet and also that the suitcase was especially made for the Dwaze Dagen and wasn’t supposed to be a quality suitcase.I didn’t know what to say and just went home in shock.

I then went to the Consumentenbond and they said I was in my right to have my suitcase, that has a 5 year guarantee, fixed or replaced. And they even wanted me to make a report but I feel bad about my written Dutch so I just went to you guys again.

And guess what! In the 2 days it took me to get time off and go to the consumentenbond they had sold them all in the Hague and they tell me that I had to go to Rotterdam to pick it up. And that I could not reserve it because it was on sale. Well, I’m still such a pushover that I said ok, much to the horror of all my friends that have heard this story.

When I’m going to Rotterdam after work the next day I’m stuck in traffic. I call in a panic and beg them to have it sent to the Hague, and they said I could pick it up in 5 days.

But its not over, I go to the Hague and its not the right one…Even though I gave my client number over the phone and asked a few times to clarify (I hope that you have this recorded so you can hear that)

I almost want to break down and cry in the store in front of everyone because now I have been around 8 times going back and forth with this suitcase, spend hours on the phone, taking time of from work and I just want this to be over. So the store manager is called and he says I can just give him the bag but that I have to contact you to get the replacement suitcase from the online store. I ask him why he can’t do it for me and he said that if they could do that they would always be getting the stuff from the website. I don’t understand that explanation but I get the code and go home and contact you.

So, here I am, and really want this to be over with. And I have to say that all this doesn’t reflect good on my to my friends, they can’t believe how weak minded I am but I also I’m just not used to having to fight like this. But I guess I have to keep on until this is fixed.

I can pick up the replacement suitcase at the Hague store, we are there often because we do like to shop there because of the selection and I hope this can be fixed soon so I can get back to enjoying my trips there.

Have a great day and if you need any more information please feel free to contact me or the people at the Bijenkorf, I’m guessing they are starting to know me by now.

Bryan Allen Smith III

Gewenste Oplossing:

I just want a suitcase like the one I got for the price I paid. Nothing more but also nothing less!

I´m sick and tired of spending hours on the phone, going again and again to try to stand up for my rights but being pushed around like I´m not worthy of getting any help.

And in the long term I want the Bijenkorf to become a better company, I believe that they can change