Very sad experience, false delivery guarantee, bad customer service
We are first-time customers at Coolblue and wanted to buy a washing machine (Euros 1,599.00). Our old washing machine became defective the day before and broke down. We have small children and urgently needed a new one. Thus, we only came to Coolblue and ordered on Thursday, 18.11.2021, via their website because Coolblue is promising a delivery on the following day (next day delivery is expressly guaranteed). This was really important for us. Unfortunately, on Friday, 19.11.2021, we received an e-mail from Coolblue that delivery was delayed for unknown reasons. Coolblue even did not inform us about another delivery date. Coolblue simply left us in the dark. Moreover, we even paid an extra amount of 29 Euros for an early delivery on Friday between 7:30h and 12:00 – for nothing! Same on Saturday, 20.11.2021: After we returned to Coolblue by e-mail on Friday they (Kay) sent us another e-mail on Saturday informing us that a delivery was still not possible for unknown reasons. No further explanation, no further delivery date, just nothing more. Again, Coolblue left us completely in the dark. Therefore, I went to the Coolblue shop in Brussels (Place Stephanie) and got the information (Bryan) that a delivery could not take place before Monday, 22.11.2021, due to problems in their warehouse in the Netherlands. Bryan promised – after I had asked him several times - that the delivery will finally happen on Monday by noon at the latest. However, same on Monday, 22.11.2021: Nothing happened, no delivery, no notification, no communication. Again and for the 3rd time, Coolblue left us completely in the dark. Today, Tuesday, 23.11.2021, 5 days since we purchased the washing machine: Still nothing, no communication, no e-mail, no delivery. Very disappointing. We trusted Coolblue and believed the promise and guarantee to deliver the day after the order. We ordered the washing machine on Thursday, 18.11., and still have nothing. This is very disappointing.
