E.M. Snoeck-Burger Reviews 4

I had a really good experience, quick shipping and excellent customer service, I will buy again

I selected, ordered, and paid for boots that turned out to be falsely described. When I emailed the company about my order prior to it being shipped to clarify the description, my email was ignored despite receiving other emails from the company. After the boots shipped, they then replied to my email and confirmed the product was falsely labeled and then offered to sell me a completely different colour of boot that was more expensive. I am still chasing a refund for the falsely labeled boots. After an extended email exchange, CheapOutdoor.nl decided to stop communicating with me and refer me to Bol.com without any resolution to this issue. Thankfully, I have the email chain to verify/confirm the issue and poor customer service. All that needed to be done was accept responsibility for a falsely labeled product and issue an immediate refund so that I could purchase other boots. Overall, a poor experience indeed.

Update: It should not be the responsibility of the customer to determine if it was fraud or human error. And the correction of the error should be swift...especially when all that was requested was a shipping label that paid for expedited (not standard) return shipping and an immediate refund. CheapOutdoor.nl instead refused and when I insisted this matter be resolved quickly out of necessity, the company stopped answering my emails and referred me to another customer service instead of handling the issue satisfactorily. So now I am having to repeat everything with another company and still do not have the required shipping nor refund. Apologies without action are quite empty words and no one seems interested in quickly correcting or compensating for the "inconvenience"...I am just being asked to deal with it. Again, poor customer service.