Mijn Klacht:

On the web site mediamarkt.nl, I placed an order for a washing machine (WHIRLPOOL FSCR10430) on July 5. On the web site, it was stated that \”today ordered, the next working day will be delivered\” (Vandaag besteld, eerstvolgende werkdag in huis). So, it should be delivered today, July 6. In the e-mail that was sent by Mediamarkt, the same statement was repeated as well. I took today off from work for the delivery. I did not receive any e-mail about the delivery from PostNL, the Dutch postal service until 12:50. I called the call center of Mediamarkt. I explained the situation to the person from the call center and asked her to check the delivery. She told me that the washing machine was sent and would be delivered today. I asked her to provide me the e-mail from the delivery service with a tracking number so I can track the status of the delivery. She said ok, I thanked her and hung up. After a few minutes, I received an e-mail from Mediamarkt that the washing machine was sent. After that e-mail, I received another e-mail from PostNL stating that the washing machine would be delivered tomorrow, July 7. I called the call center again. Another person responded. I explained the situation and ask for help for delivery today. She said that if the delivery date is stated as July 7 in the e-mail, she could not do anything about it. I wanted to escalate it and asked her to contact me to either someone who could help, or her manager, or another department. She said she could not contact me to anybody. I could not even talk to someone to tell that I already took a day off, and I need to take another day off again. I raise this complaint with three points: (1) I cannot receive the washing machine on the day that was promised explicitly, without stating that there is a risk of no delivery on the promised date. (2) The call center did not help me to take any action. They did not contact me to another person or unit to talk. (3) I have to take another day off, which is a significant cost for me.

I enclose the e-mail sent by MediaMarkt for my order. You will see two other items (a BEKO refrigerator and a Tefal iron), for which delivery information was properly provided.

Gewenste Oplossing:

I am satisfied only if I could receive the washing machine on time. Since it is not possible now, I do want to receive a compensation for the three points that I mention in my complaint, especially because I need to take another day off.