Good products - customer service disappointing
I ordered three pairs of pants in total. The products themselves are actually very good and I really liked them. Unfortunately, one of the pairs had a defective zipper.
I contacted customer service immediately, but the initial response was disappointing. I was first accused of having caused the damage myself. However, given the nature of the defect, this seems highly unlikely – it’s not something that would happen from simply trying the item on. And even if it were, that would point to poor quality.
As the conversation continued, I was offered only a 20% refund to cover the repair, which I find unrealistic getting a zipper professionally repaired typically costs significantly more. This led to over three weeks of back-and-forth, including discussions where I was expected to cover return shipping costs myself.
What I found especially concerning was a later email stating that Klarna had opened a dispute and advising me to cancel it and complete the payment immediately to avoid additional charges. I found this kind of communication quite unsettling and not customer-friendly.
Conclusion: Good products, but in my case the customer service was very disappointing and not solution-oriented.
Reply from Beaustore
Beste Diana,
Bedankt voor je bericht en jammer om te lezen. Je hebt echter via onze buitenlandse website www.beaustore.eu besteld.
De producten zijn nieuw vanuit productie verzonden zonder enkele defecten. Zoals reeds vermeld was jouw email met bijlage helaas in onze spambox beland, gezien deze vanuit Duitsland verzonden is.
We hebben je een nette oplossing aangeboden, maar helaas gaf je bij Klarna aan dat er geen oplossing is geboden, ook nadat we je dit meermaals vroegen per mail wel aan te geven.
Je hebt inmiddels via Klarna een refund ontvangen, waardoor wij helaas niet ook nog een nieuwe broek kunnen toesturen.
We hopen je hierbij voldoende te hebben geïnformeerd.
Met vriendelijke groet,
BeauStore
