Reactie van het bedrijf
Beste Periklis,
Thank you very much for taking the time to share your experience with us. We are pleased to hear that the genuine Instant Pot product itself met your expectations, works well and fits your machine perfectly. At the same time, we are very sorry to hear about the condition in which your parcel arrived.
From your description, it unfortunately appears that the shipment was handled exceptionally roughly during transportation. Instant Pot products are supplied in solid original product packaging, and the vast majority of our shipments arrive at our customers in perfect condition. Unfortunately, even with careful packaging, it is impossible to prevent every case of excessive or extreme handling by a carrier.
What we regret most is that we did not receive a notification from you when the parcel arrived damaged. Had we known about the damage, we would of course have had the opportunity to investigate the matter and offer you an appropriate solution. You should not have had to repair a newly purchased product yourself simply to avoid the time involved in returning it.
We therefore kindly ask you to contact our customer service, even though you have already repaired and kept the product. This allows us to register an official complaint and damage claim with the carrier and to look at an appropriate way of compensating you for the inconvenience. You can find contact details on our webshop or in the order confirmation e-mail. We aim to respond to e-mails within 24 hours.
We also take your comments about packaging and shipping seriously. Feedback such as yours helps us monitor the quality of our deliveries and gives us important information that we can use in our discussions with our logistics partners.
We are very grateful that, despite this unfortunate shipping experience, you indicate that you would recommend us and are considering ordering from us again. We certainly hope that your next order will reach you in the condition you should be able to expect from us.
Your feedback is therefore especially valuable to us, because every experience—positive or critical—helps us maintain and improve the level of service our customers expect.
Please do contact us so that we can still register this case properly with the carrier and discuss compensation with you.
Met vriendelijke groeten,
het Kenners team
