Totaal dissatisfaction
I've been to a store to purchase a mattress. Delivery was estimated in 2 business days, with the tracking number to be shared by the next day.
On the next day I got a phone call from the customer service saying they had an issue with the order and they would take 1-2 weeks to deliver.
I asked for a clear delivery date, and still 3 days after the purchase had no contact from them.
I've been to the store to request the purchase cancellation, they said it could be only done by phone; the store cannot handle cancellations.
I called and they said I needed to request the cancellation by mail.
I mailed the customer service, they tried to discourage me from the cancellation saying they would now deliver in one week but I still want to cancel.
After 2 more days waiting for the e-mail, they say it can be cancelled but there is a 30% fee to process the order cancel, which wasn't delivered, processed, handled, store didn't handled the claim.
The justification for the fee is that the store did some work (!?). So for a mattress of 1200€, that wasn't delivered as promised at the sale moment, delivery date wasn't provided as requested, for a store that doesn't handle the complaint, the vendor claims a fee that is not described anywhere in the contract or website for a work that wasn't done satisfactory.
Extremely dissatisfied with the company customer service and complaint handling. Claiming a fee for not doing what they were supposed to do is totally absurd.
Reply from totaalBED - Enschede
Hello Paulo,
Thank you very much for your message. It is incredibly unfortunate to hear that you experienced this in this way; that is certainly not our intention. We communicate an expected delivery time to our customers during the purchase process. Unfortunately, the delivery time proved to be unfeasible, for which we offer our sincere apologies. As you can read in our general terms and conditions, we are required to deliver the order within a certain period. This period is feasible, and we have communicated this to you as well. However, you preferred to cancel the order. That is, of course, possible. We will, however, charge the usual cancellation fees in accordance with our terms and conditions. After all, we are able to deliver within the stated delivery period as included in our terms and conditions. We have sent you a proposal via email in response to this review.
Kind regards,
Sandra
TotaalBED Customer Service
