Gonser Reviews 

I felt I needed to write a review because I had a recent positive exerience with ordering from Gonser.ch. I ordered 4 items, which arrived within a couple of days. One of the items (a swiss ball) was the wrong size, too small for me. I contacted the customer care team, who responded very promptly, and asked me to send photos of the box in which the ball arrived. I did so, they verified that there was an error made, and immediately sent the rght-sized ball which I received in a day or two. Excellent customer care, thank you Andjela!

I tried to order an artist's stand. As my payment did not go through somehow (the credit card was rejected), I decided not to follow through anyway. However, they sent me a 'mahnung' telling me I owed them payment for a service that was not even rendered (no delivery was sent to me- the delivery was going to happen after I was 'forced' to pay.
Next, as I didn't want the hassle, I settled the payment anyways and have received an imcomplete set without which I cannot set up the set! Also screws were missing.
The last time I complained I received a standard answer twice. Now I have written to them asking how are they going to compensate for the missing part (which I could only figure out after I set up the damn thing- with terrible drawings for instructions!).
I am awaiting their response now.
Faiza

Scammers, I want to return something and I keep getting emails postponing.. everything is automated they even care about reading emails. This since 1month. I will never order something ever again. Stay away!

Edit: I contacted your “Team” 10times always got the same default answer. You don’t send me the return label because you don’t want. You don’t want your clients to return the products, just admit it.

— email that they send:
Besten Dank für Ihre E-Mail.

Wegen der aktuellen Situation im Allgemeinen mussten wir die Abholmöglichkeiten mit dem Spediteur Planzer zunächst prüfen. Die Abholung kann erst ab 5.07.2023 außer Dienstags erfolgen.

Vielen Dank für Ihre Rückmeldung.

--
Freundliche Grüsse

Max Omlin
Kundendienst

I still waiting an answer from customer service after over one week that im missing some pieces of what i ordered .. will keep writing reviews... i dont think i will order again from here... but let s see where we will end...i got an answe and they fixed my problem...

Gonser has sent me half a couch. As ridiculous as it sounds, they do not check whether they are sending the correct number of items required to put together a large order. If you're willing to order from this company, maybe small stuff OK, but do not order large orders that require montage. You end up having a messy montage situation only to discover you have half of the things needed. Absolutely not recommended

Terrible. Bad service and very late delivery

INCOMPETENTS and BAD CUSTOMER SERVICE
It is false they deliver next day, still 2 days and waiting and my previous experience was also horrible, they sent me a broken bike and they say would not change it (they promise 100 days for changing) and offered me 40 CHF to reppair externally... a new bike!!! This company is a joke. Don't buy here

Extremely incompetent. "Delivery the next day" - well not really. Delivery with 2 days delay with no communication in the tracking file always remaining the initial date. No answer to my email request no reaction on the phone line. Just received confirmation the package was left outside the building and only thanks to my neighbor I'll finally receive it.

I recently bought an electric height adjustable office desk with a size of 200 x 92 cm for CHF 499. The delivery was supposed to take 3-4 weeks but it was delivered in less than 2. It wasn't originally clear to me it was going to arrive in 2 separate deliveries but after mailing twice to support this was cleared up. Furthermore, I did need to drill a few holes to attach the frame but it was straightforward enough. I'm especially satisfied with the memory buttons that can bring back the table at a certain height with one touch. Great design, great quality and I haven't seen this anywhere else for nearly the same price.

They delivered a broken article worth 299 (I have photos) and are asking me to go through the effort of returning it for a voucher! A scam! Stay far away. Terrible service until now. I expect a refund and am waiting for a proposition. This is not how you treat customers especially not in Switzerland.

This company will not refund you even if you wait weeks for your order.
Shameful behaviour that once they receive your payment they hold onto it despite poor service.
Stay well away from this company as will I in the future.

Bought a mattress off their website. Later realised every mattress has basically the same overwhelmingly positive reviews and also that the company makes promises that they don't fulfil - for instance 100 days right of exchange. The mattress turned out absolutely terribly uncomfortable. I contacted customer service and asked for a refund given that what obviously mislead people. They rejected my right of exchange as the product was opened - obviously it would be in every case, nobody would order a mattress and test it whilst keeping it in the box. A joke, don't even touch them.

They delivered my package looking worse than trash , all broke, opened , no one rang the doorbell, no one called me , just left a trash at my door . Was my first and last time trying this company!

I needed to cancel an order and this was no issue. However, even for canceled orders Gonser does not want to issue a refund, but only a coupon.
After many emails with customer service asking for a refund, they finally told me that a refund is not possible because the product was already "in Bewegung", although not out for delivery. First of all, they did not explain what this means nor provided any evidence for this. Second, it is impossible for the client to verify if this was the case for their order, since this information is not available on the client's profile. Third, if these are their conditions, why not make them explicit so that clients know what they are getting into?

Overall, I found that their terms and conditions were not clear regarding refund (and in which special conditions a refund is *actually* possible!) and what, instead, qualifies as a "return".
Customer service is rather vague, although responsive, but sadly it seems like they are trying to make the client responsible for everything by hiding behind ambiguous formulations.

After this experience, I will not be ordering from this website ever again.

I saw that they have very bad rating but I was like" it happens to everybody but not to me" Well I was wrong.

I ordered a set of dishes 36 pieces( art id : 14229) and a set of cooking tools ( art id :16971) They never sent it to me.
I contacted customer services regarding 2 missing items, after prooving that the item was missing, they said they will send it, a month later still nothing.

I have re-contacted them again and again, nothing, no answer from their part.

This company is joke and their customer services is worst than a joke.

People should stay away from this company.This is a real SCAM ! I don't even know why they are still operating in switzerland. This kind of company should not be allowed to work here, Scamming people right and left and still operating.

I will never use it again and will always recommend people to not use this scamming company.

SERIOUSLY PEOPLE STAY AWAY !

One star so far, let's see if it still changes.

I stayed home today because they advertise big with "next day delivery" but I hear nothing from them. Tried to call them but that doesn't work. Sent them various messages but no reply. I looked at total score on Trustpilot before ordering but now I had a closer look and it worries me.

I am happy to change my rating if I do hear from them and they will still deliver fast... but no 5 stars as it starts with the lie of "next day delivery" which they already didn't fulfill.

-edit after response Gonser-

That's what you reply to all responses on Trustpilot. Wouldn't it be better to put the energy you put in to replying on Trustpilot with a copy-paste reply into actually giving me a reply to my issue? I have still heard nothing from you.

The ordered table arrived relatively fast. Good quality table looking just as in the description and photos on the website. Highly recommend Gonser.

Very poor experience! I ordered something over one week go and it was supposed go arrive the next day. A few days later I got an email that it will be dalayed 2-3 days and since then I am trying to contact them and to get the inforation about the delivery time. It is impossible to reach them or to get any answer from them and this after many times trying to contact them! If you appreciate a good service or at least an answer about when you can expect your delivery, I do not recommend to order from Gonser! I still have no glue when I could ever expect my product to be delivered.. Anyways now I am just trying to cancel the order as I cannot use the product anymore. It was supposed to be a present and thanks to the nice service I could not gift it to anyone!

If I could give less than 1 star I would. I ordered an exercise bike from Gonser on the 13th of August, I then received a link showing delivery starting on the 18th of August and would be delivered to me on the 22nd of August. As of today the package cannot be found by Gonser and they refuse to acknowledge the bike is lost to send me a replacement bike. Let's be honest it is quite hard to "miss" a box with an exercise bike in it, it is not going to be a small box! Their website states that this bike is available to be delivered tomorrow if I order today. I wouldn't believe that again!
The customer service is abysmal at best, you cannot phone them and all you get in response to their email customer service is standard, noncommittal answers with no details what so ever! Also, the responses to the emails can take anywhere from 1 to 5 days.
Horrendous experience! Maybe the reason everything is so cheap with Gonser is because they don't pay for a phone line!