Disappointing Customer Service Experience and Spare Parts Ordereplacement…
I ordered a spare part ("replacement power supply") for my Pomezia corner sofa. Unfortunately, I only received an adapter cable without the power supply, even though my original order explicitly requested a complete replacement power supply.
I found the communication with customer service to be one-sided and unhelpful. My request for an internal review was ignored, and the offered goodwill gesture was limited to the shipping costs.
Furthermore, the prices for the spare part (€48 for the cable, €70.80 for the power supply) seem unreasonable in relation to a sofa worth over €4,000.
Based on this experience, I will no longer recommend Kabs to myself or anyone I know. I advise potential customers to pay close attention to the order confirmation and communication when ordering spare parts.
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This is my comment on Kabs PolsterWelt's response:
Thank you for your public feedback.
What's crucial for me is how your customer service handled my case. Despite several reasonable suggestions for a solution, no alternative review or internal second assessment was conducted. Instead, the matter was closed without any clarification.
You state that, as a long-established family business, you place great value on transparent processing and customer satisfaction. That's the standard I want to hold you to. However sincere your intentions may be, a renewed internal review should therefore be based on all correspondence regarding order no. 885814 and result in a comprehensible, concrete response.
My review reflects the actual process and is intended to provide other customers with a transparent assessment of this experience.
Reply from Kabs PolsterWelt
Dear David,
thank you very much for taking the time to describe your experience in such detail. Although we are truly sorry to read that you were not satisfied with your spare parts order and our service, we sincerely appreciate your open feedback.
We fully understand how frustrating it is when the item delivered is not what was intended to be ordered—especially when it concerns such an important component as the power supply for your Pomezia sofa. Based on your description, there must have been a misunderstanding. Of course, this does not meet our standards for a clear and reliable process.
We also regret that you did not feel adequately heard in the communication. As a long-standing family business, we place great importance on carefully reviewing every request and handling matters transparently. We will therefore have your case reviewed internally once again and will get back to you via the existing service ticket.
We would greatly appreciate the opportunity to regain your trust. We wish you all the very best and hope that we may have the chance to convince you of our service in the future.
With regards,
your Kabs Team
