Very disappointing experience with…
Very disappointing experience with Bandits & Angels.
I ordered a toy box (opbergkist) which arrived faulty, with the wood noticeably discoloured. I contacted customer service and initially asked whether the item could be exchanged. Bandits & Angels acknowledged the issue but explained that the entire batch was affected, so an exchange would not solve the problem. They therefore offered a return and full refund, which I accepted.
The problem was the return itself. This is a very large and heavy item, and I explained that I do not have a car and could not reasonably bring such a bulky package to a drop-off point. Since the return was necessary because the product they delivered was defective, I asked them to arrange collection from my home.
They refused to do so, even after I explained the situation.
I find this particularly disappointing. I completely understand that defects can happen, and I appreciated that they acknowledged the problem and offered a refund. However, when a company delivers a large and heavy faulty product, I don't think the customer should then be left with the inconvenience of figuring out how to transport it to a return point. In the end, I had to carry and arrange the return of a bulky item myself because of a defect that Bandits & Angels themselves acknowledged affected the whole batch.
For me, good customer service is not only about agreeing to refund a faulty product, but also about taking responsibility for resolving the consequences of that fault. Unfortunately, that was missing here.
A word of warning to other customers: despite Bandits & Angels telling me that the entire batch is affected by this issue, the item is still being sold on their website at the time of writing!!