Mijn Klacht:
I received an email from Albert Heijn at 8.40 on June 27 stating I may have made a double order online for June 28 and I could cancel up to 24 hours before my delivery time of 3pm. When I tried to do so through the link provided I was unable to and got in touch with customer service online. They said I had to pay at 50 fee because the 24 hour cancellation didn’t apply to Sunday deliveries. When I said this was not stated in the email they then changed the story and said I could cancel until 11.59 the day before and I was contracting them at 13.45 so I had to pay. This was also not stated. When I asked for a supervisor to call me the agent stated no one would call me and I could air my displeasure with the service on social media. Albert Heijn did not do what was stated in the email and seemed to inform me of rules that apply to Deliveries made in Sundays only after I contact them and then changed those rules. I now am stuck with a 50 charge which I feel is unfair as I did everything asked in the email in good faith to cancel the order. I order faithfully from them every two weeks and have never cancelled before.
Gewenste Oplossing:
A return of my 50 fee and Sunday cancellation policies stated clearly on the website and emails sent.
