Late shipping from China of a misrepresented item
I have ordered on their website the following item (x2):
"LoftLuxe | Houten Piano Kapstok - ArtisanAura - walnoot hout - 6 haken"
Note that this was (and still is) described as available and ready for shipping (in their words "Op voorraad, klaar om te verzenden").
Note also that on their website they say they deliver between 1 and 5 workdays ("De levertijd van alle producten ligt tussen de 1 tot 5 werkdagen").
That was on the 3rd of May.
On the 6th of May I received a shipping notification with a tracking link, according to which the item was been shipped from China.
On the 13th of May nothing had changed, so I wrote them:
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Good afternoon,
According to your website, the items I ordered are "Op voorraad, klaar om te verzenden", and "Snel bij jou thuis geleverd".
Still according to your website "De levertijd van alle producten ligt tussen de 1 tot 5 werkdagen".
Despite all of that, so far the only news I have about this order are a track code, described as a DHL ecommerce track code, that actually takes me to an obscure 17track website that does not show any reference to either DHL or JouwSlaapkamer, but still describes the shipment as "waiting to be picked up by the carrier" and mentions an even more obscure YANWEN company (?) in CHINA.
All of this is far from being clear and satisfactory, and supports some of the worst online reviews I have now found about your company, but, before jumping to conclusions, I would rather ask you to:
- please provide some general explanations about all the unclear aspects I mentioned above,
- please confirm that I will not be charge any import duties for the shipment,
- please provide a target delivery date for the item.
Kind Regards,
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I never received a reply, but, on the following day (14th May) I received another shipping notification, again for a shipment from China... I waited.
On the 20th of May (17 days after I placed the order), I finally received a package (somehow with no import costs attached), but the item I received is not even close to the description and pictures on their website.
More specifically, the item I received is not walnut, but some stained (and still smelling bad from the staining process) soft wood... The wood is so soft, that it arrived marked in several points.
Moreover, the dimensions do not match (almost 10 cm shorter) and the general quality is far from the price I paid for it, and the images on their website.
I wrote them (20 May) to request a full refund, and then 2 days later (22 May) again to try offering them a way out by offering the following:
"If you are interested in having details about the item I received so that you can start a complaint process with your supplier, I am open to provide them, as I mentioned in my previous email, but I need you to reply to this email by the end of business today."
No reply (today is the 25 May) to any of my communication attempts.
Now this is where the description of the facts ends, and my comments follow.
- I never had the feeling that they ever intended to provide an honest worth service.
- I wish they did not send me anything. It would have been better than shipping me some worthless piece of junk that will end up in a landfill.
- I believe this type of business is not acceptable