Vervelend - de klantenservice behandelt hun klanten als dieven
Very disappointing service experience. I ordered two pairs of earrings of which one of the bigger set was slightly bent. I contacted the customer service via email and returned the earrings requesting them to be replaced. A few days alter I check the online system and see that they are sending the smaller set again. I call the customer service. The first reaction was a not-so-friendly remark that she needs to validate I actually returned the big ones (shouldn't this be noted somewhere in their system???). Eventually she believed me and said she would cancel the smaller set and post the bigger one instead. A few days later I receive the information that the bigger set is not in stock and I decide to cancel the replacement and ask for a refund. Around the same time I received the smaller set a second time, which I then sent back. However, this resulted in me receiving a refund for the small set rather than the bigger set. I call the customer service again to rectify this. Again the person answering the phone does not believe me. This time the relevant was not found information and I was treated as if I was lying to obtain a financial advantage. Luckily I had kept both return slips issued by Post.nl and sent a picture of those. The return of the bigger set had been received and even signed by someone called Rila (?) from Mostert Juweliers. Eventually I received the outstanding refund.
Absolute waste of my time to have to chase this company down. I cannot recommend buying from them as they seem very poorly organised and treat their customers like thieves.
Reactie van het bedrijf
Beste Vivian,
Bedankt voor uw review.
Ontzettend vervelend dat u onze service op deze manier ervaren heeft. Dit is uiteraard niet de bedoeling. Onze oprechte excuses hiervoor.
Tijdens het verwerken van uw retour is er inderdaad een fout gemaakt. Dit had niet mogen gebeuren. De verkeerde ruiling hebben wij niet kunnen onderscheppen, waardoor deze naar u verzonden is en u hier een retourlabel voor ontvangen heeft.
Omdat de ruiling verkeerd was aangemaakt, is het verkeerde bedrag teruggeboekt. Nadat u gebeld heeft, hebben wij dit volledig nagekeken en het juiste resterende bedrag direct teruggeboekt.
Het was niet onze bedoeling op onvriendelijke over te komen. Wij wilden de gehele situatie correct controleren, zodat wij dit voor u recht konden trekken. Nogmaals mijn excuses voor het ongemak en deze vervelende ervaring. Wij hopen dat wij dit recht kunnen zetten en u eventueel nogmaals te mogen helpen in de toekomst.
Met vriendelijke groeten,
Mostert Juweliers klantenservice
