Klacht: Unacceptable customer service for online orders

op 13 december 2017 over ICI Paris XL in de categorie Parfumerie winkels

Nieuwe klacht
In behandeling
Klacht opgelost
Klacht afgesloten

Mijn Klacht:

I am very disappointed with the service of ICI Paris. I ordered a few products online on Nov 26th, but still didn’t receive them!
First the package was delivered to my house by DHL when I was not at home (ok, can happen), so I changed it to be delivered to another day. I was that day at home, but the driver didn’t even ring a bell, but just left a note that he missed me. Ok, I changed the address to be delivered to the nearest parcel shop. After 4 days on Sunday the status online changed to Delivered, while the package has not been delivered neither to me, nor to the parcel shop. Based on DHL advise, I contacted ICI Paris to start the investigation.
I was told that I will get an update within 5 working days. After 10 days no update! I call to DHL and they say that apparently something went wrong with the package and it is now send back to ICI Paris. I call to ICI Paris and what I learn is that indeed the package is sent back, but not yet received. Once it is received they will refund me the money in 2 weeks. Why? I don’t want to get a refund, I want to get the package! The lady told me that I should order the products again, because they cannot send them to me. Why??? I told her that I order those products during promotion period, while now there is no promotion anymore. She was nice to give a discount code that is valid for another 4 days, while I will get my money back only within 2 weeks! I asked for written confirmation that indeed I can get the money back. “Sorry, but we cannot give you the confirmation”. Sorry, but what can you do then?
Ok, I really need to get the products, so yesterday I made another order. I asked it to be delivered straight to the parcel shop to avoid any problems. Yeah, I hoped so. I check track & trace status this evening and it says that address is not correct and the package will be send back to sender.
Sorry, but this is not funny anymore. For almost 3 weeks I am trying to get the order. Whether, it’s DHL fault or ICI Paris, I as a customer just want to get the products. I don’t have any hope anymore that I will get them. I am very disappointed with the fact that for the 2nd time something goes wrong with the delivery, but I also think that ICI Paris should be responsible for this.

Gewenste Oplossing:

I want to finally get the products, but I also think that ICI Paris should offer a compensation for the customer for this type of incidents.

Bericht van Robin van Klacht.nl

5 maanden geleden - Ik heb een bericht op Twitter geplaatst over deze klacht over ICI Paris XL

Bericht van Robin van Klacht.nl

5 maanden geleden - Ik heb een bericht op Twitter geplaatst dat deze klacht over ICI Paris XL nog niet in behandeling is genomen.

Alle klachten die gemeld zijn door Anastasiia S