Bad service when things go wrong
I bought and paid for a new GoPro with bundle pack in the Amsterdam store on 29 November 2024.
As that specific store did not have a unit in stock, it was arranged that the product would be delivered via PostNL the next day.
Of no fault of KE, the delivery was lost by Post NL.
That is where the bad experience started - not so much the store staff - but rather the back office process delays and various commitments made by both KE call centre agents and staff at the Amsterdam store to sort out the problem and get me the product that I bought on 29 November 2024.
On 27 December 2024, a courteous staff member at the Amsterdam store made 4 phone calls to the KE central warehouse to arrange delivery and secure a unit for me.
To prevent any further delays, we agreed that the delivery would be made to the store and I would pick it up from the store. He stated that the item should arrive on the next day being Saturday but that I should wait for Sunday to come in to collect. He did state that I should also wait to receive an email. With no email received once again I went into store today being Sunday.
Once again, I still do not have a solution and am yet to be a first purchase satisfied KE customer with product in my hand.
Today, a friendly staff member in the Amsterdam store (co-incidentally the same staff member who sold the product to me on 29 November 2024) stated that my allocated unit had not arrived in store yet.
She then checked in store and showed me that she had another/same unit in store but due to some internal system / code issue, she could not allocate the other unit (which was not reserved for another customer) to me and it being a Sunday, there is no-one in back office that could assist with the system issue.
The only solution she could offer was that I must come in tomorrow to hopefully sort out the problem and get, in my hands, the unit I paid for 1 month ago.
Quite frankly, I find this unacceptable that once again I must wait and go in yet another time int
