Disappointing quality and unfair €100 deduction on return
I ordered four dining chairs for €239.00. Upon arrival, the build quality was immediately concerning, and the dimensions were far too small to comfortably accommodate an adult weighing 60 kilograms. Because of this, I returned them within five days in their original boxes.
The company then emailed me stating they would only refund €139.00, withholding €100.00 for "scratches."
We did not use these chairs at all; they were immediately repacked. It is impossible for them to get scratched inside the boxes within five days. If there are scratches, they are either manufacturing defects or a result of the poor quality of the materials used. Based on this experience, the product likely would have deteriorated completely within a month of normal use.
Be careful when buying from this company. Their return policy is being used to charge customers for substandard product quality. I am still demanding my full refund.
Reply from Colenis
Dear Nikoletta,
Thank you for your review.
We would like to clarify that the deduction was not applied because the chairs were returned, but because the items arrived back at our warehouse in a damaged condition due to incorrect packaging during the return shipment.
During inspection, we found that both boxes were damaged and that the chair legs and screws had been placed loosely together instead of being protected in the original packaging materials. As a result, multiple chair legs were scratched and damaged during transport. The screw packages also arrived completely opened.
On April 28th, together with the return labels, we informed you by email that the chairs needed to be returned unused, in their original condition, and in the original packaging in order to qualify for a full refund. We also clearly stated that a depreciation charge could be applied if items were returned damaged or not in their original condition.
In addition, we already provided you with two clear videos showing the condition in which both boxes and the chairs arrived at our warehouse.
As the chairs can unfortunately no longer be sold as new due to the transport damage caused by the incorrect return packaging, a depreciation charge was applied in accordance with our return policy.
Kind regards,
Colenis