Klacht: Terrible delivery service with ExchangeNL

op 01 oktober 2017 over Coolblue in de categorie Internetshops - Elektronica

Nieuwe klacht
In behandeling
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Klacht afgesloten

Mijn Klacht:

I ordered my dryer on Sunday somewhere in the middle of the day.
The website states: “Morgen in huis”
Once i ordered and paid, i got an email like this:

“Installatieafspraak
Exchange NL neemt uiterlijk de volgende werkdag contact met je op om een installatieafspraak te maken. Je wordt gebeld op: *. De afspraak kan binnen 3 werkdagen plaatsvinden.
Nadat de afspraak is gemaakt, ontvang je van Exchange NL per mail een link om je bestelling te volgen.”

This statement means that it’s almost impossible to deliver it tomorrow.
Well i though: ok, let it be (maximum) on Wednesday. I can wait a bit.
On Monday evening i’m getting a call: “We can deliver it on Thursday and we cannot tell you the time right now.”.
I’m a bit more annoyed now, but ok. Thursday is Thursday. Let it be…
Thursday morning i’m getting yet another surprise:
“Beste ****,

Wij zouden vandaag bij u langs komen.
Helaas hebben wij 2 zieke monteurs.
Zodra we meer weten nemen we direct contact met u op.

Onze excuses!”

Srsly? Both are sick? What an unfortuante co-accidence.
In the evening i’m getting yet-another call: “We can deliver it tomorrow. What time? We don’t know yet”.
Ok guys, please, just deliver it.

Friday morning. Getting a call at 6:40: We will be at your door in a half an hour.
What? What a hell? Why so early? Well, ok, re-building plans, telling my colleagues that i’l be later.

Now it’s 16:00, no delivery happened yet. On ExchangeNL i found my tracking and it seems like delivery was scheduled for 14:30-16:45, but now it says: “Bezorging niet volledig”.
You can check it yourself here: https://www.exchangenl.nl/tracktrace/?id=97036EX132011P3824
I contacted Coolblue’s customer service via WhatsApp, had to wait more then an hour (however they state that answer is within 30 minutes) and the told me that they sent my complains to shipping company.

So, now is already Sunday. A week left but i still have no idea when delivery will happen.
This is very sad guys

Gewenste Oplossing:

Deliver ASAP. Tomorrow?
Some sort of compensation could be a plus? Installation costs? I don't know. But i'm extremely dissatisfied :(

Bericht van Robin van Klacht.nl

1 maand geleden - Ik heb een bericht op Twitter geplaatst over deze klacht over Coolblue

Bericht van Robin van Klacht.nl

1 maand geleden - Deze klacht is zojuist door Coolblue in behandeling genomen

Bericht van Coolblue

1 maand geleden - Hi Alexander, We're extremely sorry the carrier wasn't able to deliver to deliver all the ordered products and install them for you properly. This is not the service we promise our customers. It was never our intention to keep you waiting at home. I've checked the order and you've contacted us regarding your order. You've requested to cancel the complete order. As soon as all the items have been returned to our warehouse, we'll refund the money within 3 working days. Once again we would like to apologize for the inconvenience this has caused. We hope that this won't happen again. If there is anything else we can do for you, please let us know right away. Kind regards, Coolblue

Bericht van Coolblue

1 maand geleden - Hey Alexander, We were just checking up on the status of your cancellation. The money is in the process of being refunded to you right now. Within a few days, it will be back in your bankaccount. Can you let us know if you've received it? Best, Coolblue

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