Mijn Klacht:

First of all, I would like to make it very clear that this complaint has nothing to do with the staff working at the MediaMarkt store in Maastricht. The person who sold me the item, as well as the employees who assisted me when I first returned with the issue, were extremely kind, helpful, and professional. In particular, I would like to mention Koen, Nicolette, and Geraud, who were all very courteous and supportive.
Unfortunately, everything that happened after that point has been nothing short of appalling, and the service I received has been the worse of my entire life.
I visited the store with my daughter to purchase a washing machine.
The machine was delivered two days later. When the delivery team arrived, they stated that they were not confident connecting the machine because the hole for the tube was apparently not large enough. They said they did not want to push the tube through because they were afraid they might break something. As a result, they simply left the washing machine in the middle of the kitchen and just left. THEY JUST LEFT.
This was extremely surprising and frustrating, but I was told that the only option was to call a technician myself to complete the connection.
I therefore contacted a technician at my own expense. He connected the washing machine without any difficulty whatsoever, which immediately raised questions about why the delivery team had refused to do so in the first place.
However, when we attempted to use the washing machine, it began leaking water everywhere from a valve inside the door. The technician told me that he believed the machine was defective but wanted a second opinion. He therefore contacted another technician, which again meant additional expenses. The second technician ed exactly the same diagnosis: the machine appeared to be faulty and should be returned to the shop.
The following day, we went back to MediaMarkt ( I will explain why we had to go in person , AI is in charge of the phone number and it is RIDICULOUS) and explained that the washing machine was defective and needed to be replaced. We were told that a team would first come to collect the faulty machine, and that another team would later deliver a replacement.
At that point, I specifically requested that one single team handle both the removal and the delivery at the same time. My concern was that I did not want another team refusing to connect the machine, as the first delivery team had done. I was assured that this would not be a problem and that the same team would remove the old machine and install the new one.
We were given an appointment three or four days later, which was already inconvenient but we agreed.
However, no one came.
We then sent an email. There was no response. We sent another email. Again, no response.
Before sending the emails, we had already tried calling several times, but the phone system is entirely automated and operates only in Dutch, requiring callers to answer multiple questions in Dutch in order to proceed. As we do not speak Dutch, this made the system impossible to use.
Eventually, we asked a friend who speaks Dutch to try calling on our behalf. After going through the entire automated process, the final instruction given was simply that we should either send an email or go back to the store. So useful!
So we returned to the store again. By that point, it was the fourth time.
This time we were told that a technician first needed to come and inspect the machine to determine whether it was faulty before any further action could be taken. This was the first time this requirement had ever been mentioned to us.
Although this was frustrating, we agreed.
Once again, NO ONE CAME.
What a joke!
Eventually, when we asked for another appointment, we were offered a date one week later. At that stage, after all the delays and repeated failures, I said that this situation had gone far enough. I informed them that I no longer wanted the washing machine at all, that it should be collected immediately, and that I expected a full refund so that I could purchase a machine elsewhere.
After several more days, a team finally arrived. The two individuals who came (who I understand are contracted by MediaMarkt, though that is not my concern as a customer) then stated that they did not want to remove the washing machine because they were afraid of scratching it.
This was frankly astonishing. In all my years as a customer, I have never encountered such a situation.
They then told my daughter ( she was the one at home) that my sons, who also live in the house, should remove the washing machine from the kitchen themselves, and that once it had been moved out, they would then be willing to collect it.
This request was completely unreasonable and utterly unacceptable. Moving a heavy appliance is not the customer’s responsibility, and certainly not something that should be expected after everything that has already occurred. Also, they are afraid of scratching it???? What????
At this point, I am extremely frustrated and deeply disappointed. The entire experience, from delivery to customer service to collection, has been handled in a way that I can only describe as extraordinarily poor , profoundly unprofessional and a real nightmare.
I felt it was important to document and share this experience, as the level of service I have received has been Appalling and far below what any customer should reasonably expect. Shocking and shameful. Pls DO NOT USE this shop.