Mijn Klacht:

I am writing to express my dissatisfaction with the handling of my order placed on 4 July 2025, and the subsequent customer service experience.

Upon placing the order, I was informed by a helpful customer service representative that only non-chargeable books would be delivered, and that chargeable books would not be shipped unless payment was made. This was clearly communicated during my call on 4 July, and I appreciated the clarity and support provided at that time.

However, my experience since then has been disappointing. On 30 July and again on 12 August, I contacted customer service three times. Unfortunately, the agents I spoke with were unable to provide any useful information. They claimed they could not access the system status, which contradicts the assistance I received earlier. Moreover, their attitude was unhelpful and dismissive, which added to my frustration.

I also submitted a service request via ‘Klanten Service Servicemeldingen’, and received a generic response stating:
Melding over bestelling: 602514 is afgehandeld. Je pakket is nog niet verstuurd. Zodra het onderweg is, zie je een track trace code in mijnleermiddelen.nl onder ‘Bestellingen – Mijn leveringen’.

This response lacked any actionable information or follow-up support. Compared to my previous experiences with Iddink, this level of service is unacceptable. I am unable to get clarity on the status of my order, nor have I been offered any escalation path to resolve the issue.

I kindly request that this matter be reviewed urgently, and that I be provided with:
[1] A clear update on the status of my order.
[2] Confirmation of which books will be delivered.
[3] An explanation for the inconsistent customer service responses.
[4] Contact details for a supervisor or escalation point.

Thank you for your attention to this matter. I look forward to your response.

Gewenste Oplossing:

I kindly request that this matter be reviewed urgently, and that I be provided with:
[1] A clear update on the status of my order.
[2] Confirmation of which books will be delivered.
[3] An explanation for the inconsistent customer service responses.
[4] Contact details for a supervisor or escalation point.