First order = serious structural issues
First order as a new customer with Aarke: a kit including an Aarke Carbonator 3, 2 PET bottles, and 3 gas canisters, for a total amount of approximately €325, far from a minor purchase.
I later discovered that the delivery was split into two parcels. One of them was never delivered.
The issue was reported to customer service immediately. No follow-up, no information, no solution for nearly eight weeks.
I had to follow up myself to learn that the delivery had failed due to DHL, the logistics partner imposed by Aarke.
A refund was eventually offered, which is strictly in line with the law in this type of situation.
At my request, a commercial gesture was added: 20% off a future order. A largely insufficient compensation, and above all conditional on making another purchase.
No real compensation for the non-delivery, the prolonged wait, the lack of proactive handling, or the time spent repeatedly contacting customer service.
A first experience that highlights major structural failures from the very first purchase, incompatible with the level of trust required to commit to a proprietary ecosystem based on ongoing dependence on the brand’s consumables.