Beware of Karen
Almost two months without a product and holding my money hostage. Had to file a formal EU jurisdiction form. A certain Karen was taking the piss for weeks, always replying "checking", until finally she ghosted me completely. I asked my partner to send her an email and she replied after a couple of days, so what she did was intentional. After more weeks passed, finally managed to get through with someone else on the chat service. Worst experience I ever had and still didn't get my product. This woman is a cancer for this company.
Edit after their reply:
This wasn't a personal attack. This was a terrible personal experience which I can back with my correspondence in writing. Flash News: ACCOUNTABILITY IS NOT PERSECUTION. So stop whining and playing the victim card. I don't know what offensive language you're talking about, but just in case, DEAL WITH IT. There are other reviews mentioning her by name, no wonder! Not my fault if she was the only one dealing with the issue and not replying to a single email for weeks. Who else do you expect to me to mention? I was NEVER rude to her. Actually I was way too patient. I also gave my props to the other agent who helped me promptly. Yes, the issue was with GLS, but I was constantly providing details to assist with the delivery, yet Karen would reply with vague emails and going in loops rather than dealing with the courier. I ended up contacting GLS Italy myself when this clearly was your job. The fact that you're trying to justify all this only proves your terrible customer service. In the meantime, I ordered from Zavatti, who have already delivered directly to my doorstep in a week.
Reply from Zwembad
Thank you for your feedback.
We sincerely apologize for the unacceptable delay with your order and the poor communication you experienced. This falls far short of our service standards, and we take full responsibility.
However, we cannot tolerate personal attacks against our team members. While we understand your frustration, such language is inappropriate and unacceptable.
We have reviewed our email correspondence with you, which shows we explained the delivery issues with our carrier (GLS) and processed your requested refund accordingly. Nevertheless, we recognize that our communication should have been more proactive and clearer throughout this process.
We're committed to learning from this experience to ensure better service for all our customers in the future.