Score: 08
Received a Davinci IQ vaporizer (€ ***), which turned out to have a small defect. Can happen. Zamnesia support responded promptly and offered to send me a new one as soon as they had received the broken one (and established that it was indeed broken) and, of course, they would, reimburse the shipping costs. Once established that it was indeed faulty, I was given the choice between a new Davinci or a credit note. Personally I think that if you sell someone a defect article , you should give them a choice between a new one or full reimbursement, as is the case with most webshops. Furthermore, I think that if you’re willing to sell abroad, you take into account that the shipping costs, in case of a return, will be considerably higher than when you ship within the Netherlands. I had to pay over *** euros to return it as certified mail, from France. Now, instead of making a little gesture for the discomfort (not being able to use the product, wrapping it again, taking it to the post office, etc.), they basically suggested I was trying to cheat them out of *** euros and offered to pay me *** and, only after I argued, a maximum of *** euros. Now, I couldn't care less about a few euros, but I really fail to understand why Zamnesia turns a, basically satisfied, customer into an unhappy one, in order save seven or so euros. Next time it's *** again.