False advertisement regarding delivery dates
The advertised delivery window on the website is wholly misleading. I was given a 4-day window 2 weeks after the order date, which I found acceptable and processed the order. I could only pay by bank transfer that automatically removes any buyer protection from using a credit card, which should have been the first red flag. A week after payment, I got an email saying the wheels were being sent (note: from a warehouse 3h away). On the last day of the delivery window the following week, I sent an email asking for a status update (English phone lines are available only twice a week for a few hours), I received a response exactly 7 days later informing me the wheels would arrive the following week. Obviously, I had phoned the German helpline several times by then to try and get a status update and understood the wheels were on the way, albeit without a reason for delay. Responding to the email noting my discontent resulted in a much speedier 6-day response time, where I was offered an apology and told they could do nothing about it. Obviously I'm not very happy to have missed a TUV appointment because the wheels were delivered over a week after the misleading window. I definitely paid a premium on this website for my wheels, thinking their delivery windows were real and not random estimates they had no control over. Would not recommend unless you enjoy having no idea where your money goes for several weeks at a time.
Reply from felgenoutlet.lu
Dear customer,
Firstly, we would like to express our sincere thanks for showing so much patience and understanding during the recent delay in the delivery process. We realize that your time is valuable and regret any inconvenience this unexpected delay may have caused you.
We always strive to provide a smooth and timely service to our valued customers and it is important to us to communicate transparently when we fall short of this.
To ensure that all your concerns and questions are dealt with promptly, our dedicated customer service team has already contacted you personally. Our customer service team is always at your disposal and will endeavor to provide you with a comprehensive and satisfactory solution.
With sincere regards, your team at felgenoutlet.