Bad customer service
I ordered a chimney from Hello Oskar in early December 2023, initially I tried calling the customer service, since I had questions about which type of chimney, length and such, but after calling about 20 times or so, I went on and ordered. And as it turned out, some of the things I ordered were not right. And some small parts were not even received. I then ordered the remaining, but first I ordered the wrong item, which I within some hours tried to cancel, many times. I again tried calling, many times, still no answer and sending emails. I then, after five emails, got ahold of customer service, mid January, since I wanted to return the items, including the item I had cancelled. And I expected for the company to pay the return label, since I did cancel well in time. But now, after many more e-mails, haven’t heard from them in 2 (going on 3) weeks.
I’ve got no complaints for the chimney, it’s great. But I’m honestly so frustrated with the communication, which to me is below all I’ve experienced before. Therefor 1 star.
Reply from Hello Oskar
Dear Sofie,
Thank you for bringing this to our attention, and we apologize for the inconvenience and frustration you've experienced. Your feedback is incredibly important to us, and we deeply regret that our customer service did not meet your expectations.
We are sorry for the difficulties you faced with your order, including the issues with communication and receiving the correct items. This is certainly not the experience we want our customers to have.
Regarding your request for a return and reimbursement of the return label costs, we understand your concern and we want to resolve this matter promptly for you. Please provide us with your order details or contact information via private message so that we can assist you directly. Rest assured, we will prioritize resolving this issue as soon as possible.
Once again, we apologize for any inconvenience caused. Your satisfaction is our top priority, and we are committed to improving our processes based on your feedback.