Mijn Klacht:

Disgusting service. I will never buy anything from this store again and I don’t recommend anybody to do it.

I bought there a lot of different things because they promote their store as having the best service. In fact, there is no service at all. As the call center employee told me, over the phone we tell you nice information just not to disappoint you, but in reality, we cannot do for you what you need, sorry.

I bought a dryer from this store that was actually defective from the very beginning. It dries a small amount of laundry for THREE hours (when you put a lot in the dryer, as it is 8kg laundry dryer, it takes FIVE hours to dry it). This seemed strange to me, because before I dried the same small amount of laundry in another dryer for only one hour. In addition, from time to time there occurred a strange sound when the machine was working: as if metal parts were touching each other.

I called customer service and asked them to repair the dryer. One employee came and took the dryer from the top of the washing machine and placed it on the floor. A second employee came to fix it and replaced some parts in it. But there was no result actually. It also dried for three hours and periodically made a terrible sound. But I didn’t want to continue communicating with customer service, because it’s difficult and inconvenient. I decided that I can handle all inconvenience with the dryer.

Recently the dryer completely broke down: from the first second there was a very loud, terrible metallic sound, and there was no way to endure it for three hours. So I had to contact the customer department again.

Dealing with their customer service was a terrible experience. I explained that my dryer stands on the washing machine, so I need again their colleague comes to put it down to the floor and afterwards put it up on the washing machine again. On the phone they promised me to do everything needed. Then in the email they wrote that they can come and try to fix it however they will not remove the dryer from the washing machine and put it on the floor, and I have to do it myself. I tried to explain them that I am a woman and it is not possible for me and I have no one to ask for help. They told me that it’s totally my responsibility and advised me to find such a service on the Internet, or look for a strong man among the neighbors, but they DO NOT PROVIDE such a service!!! When I asked why they don’t do it anymore as they did it before, they answered that it was an exception that time and nobody is going to do it again.

They offered another option: order a paid service from them, which costs €90 for calling the repairman (their specialist will remove the dryer from the washing machine and put it back then):
“Het basistarief is € 89,-. Dit is inclusief voorrijkosten en diagnose en exclusief onderdelen. De monteur onderzoekt de machine eerst en maakt dan een prijsopgaaf. Reparatietijd kost € 29,50 per kwartier”.
One more option: buy a new dryer, then they will pick up the old one for free.

I spoke with several employees, and everyone gave different information: the call center promised help, but then in an email the employee said that this was not possible. This happened several times until, finally, the call center contacted the repair department and found out that they are not going to help me for free (more precisely, the free repairman will come, but only after some strong man put the dryer on the floor). When I said that I was very annoyed with this service, and it was more like pumping money out of customers without any responsibility on the part of the store after the purchase, the call center employee said that she did not intend to discuss this further and hung up.

I realised that this company may have had good service before, but now the rules have changed. They only think about how to make more money from customers. Further problems with the equipment are problems for the buyers themselves. They provided such a partial repair service that it appears to be there, but in reality it is not. This is very sad. I am very disappointed in this company, and I will never buy anything here again, because the most important thing is the attitude towards customers, and it is disgusting here.

Gewenste Oplossing:

I need the dryer to be fixed and I need someone to take it from the top of the washing machine and put on the floor and afterwards to put it back on the washing machine