Coolblue Reviews 152,660

I bought an electric toothbrush and, just a few days later, it stopped charging. I contacted customer service and was told it would take 4 days to replace it, but I’ve now been waiting for more than 2 weeks.

When I followed up this morning, they informed me it would actually take more than 4 weeks, without offering any solution or compensation. The customer service representative, Anouk, was very rude and unhelpful.

Quick delivery, good quality products, value for money.

I’m honestly shocked by the level of service I’ve received from Coolblue.
I bought a pair of earbuds on January 15, and shortly after, the sound in the left earbud started to deteriorate. Since then, I’ve had them repaired three times:
April 29: First repair.
May 21: Returned as “fixed,” but the exact same issue was still there.
They were immediately sent back again.
June 19: Second repair completed. The sound was somewhat better, but still noticeably different between the two earbuds. I kept them because I didn’t want to be without them for yet another month.
Not long after, the left earbud started failing again.
When a product has the same recurring issue multiple times, you normally expect a replacement, not a third repair. But when I handed them in again, I was told they had to be repaired for the third time.
And now I’ve received an email saying I have to pay?
I bought the earbuds less than a year ago and even purchased the 2-year Backup Plan Complete. To make things worse, I was told the earpads need to be replaced — even though the issue is clearly with the sound in the left earbud, not the earpads

I entered the CoolBlue store, received good advice, asked for a comparison of products to be emailed to me, ordered on line and collected the product from the store the next days. This is how I like to shop!

I had one of the most frustrating experiences with Coolblue when ordering a Samsung dryer.

On the delivery day, I did not receive anything, yet Coolblue later provided a paper POD showing the item as “delivered/signed”. I never signed anything, so I still have no idea who supposedly signed for my order or why the POD falsely shows successful delivery.

After reporting the issue immediately, I was told an investigation would be done.
Shockingly, it took 7 working days for Coolblue to finally tell me that the product was “out of stock”.

If the item was out of stock:
• Why was it available for purchase in-store?
• Why was my order accepted?
• And most importantly, why was a POD created showing that I had received and signed for the product?

The whole process was confusing, unprofessional, and lacked basic transparency. Instead of taking responsibility, I was asked to cancel or choose another product — after more than a week of waiting with no actual delivery.

This experience has completely damaged my trust in Coolblue’s fulfilment and communication. I will not be ordering large appliances from them again and I will seek for legal assistance.

I ordered and paid for a washing machine subscription service for my home in Amsterdam, with delivery scheduled for 9 December. The machine never arrived, yet the company’s internal tracking system marked it as “delivered.” When I contacted customer service through live chat right after the system tagged it as "delivered", the representative (Lars) simply repeated that their system stated that the order was delivered, despite my confirmation that nothing had been received.

What made the situation worse was the complete lack of transparency or accountability. I was not offered a replacement or an updated delivery timeline. I was told only that the delivery team would “investigate” and get back to me with a decision, and that it can take up to a whole WEEK. They refused to provide a complaint tracking number or any formal email confirming the incident. The representative even told me to take screenshots of the chat myself as the only form of “confirmation,” which felt highly unprofessional.

After checking other reviews, it appears this is not an isolated issue but a recurring problem. As a new customer, this is extremely concerning. I expected a reliable service, especially for an essential appliance, but instead I’m left waiting indefinitely with no clarity, no solution, and no accountability from the company.

Based on this experience, I cannot recommend this service. I will be waiting for this issue to be properly addressed; if it is not resolved promptly, I will have no choice but to explore other formal avenues to seek a remedy.

It’s not a serious company. I chose them because they have their own coolblue delivery that is not DHL (DHL has been stealing packages for years in my neighbourhood). However, coolblue sent my package via DHL!

When I realised that, I wrote to the coolblue CS to cancel it and they said fine and said they cancelled the order with DHL directly. To my surprise, I just received a message from DHL the package will be delivered (haha, for sure…) today. What’s wrong with you? Can't you do simple stuff? I have all the screenshots and photos.

EDIT: of course, a genius driver from DHL called my intercom, left the package worth 440 EUR downstairs in a random place where anyone can access, and drove away... While it's marked as delivered to home. Of course I was at home at that time.

DHL and coolblue - two companies that will go down together in their incompetence in the near future.

EDIT2: thanks for your response. What I strongly advise to you and every shop in the Netherlands: create an option to choose the preferred carrier for your customer. It's such a basic standard in other countries. People really hate DHL in the Netherlands. You can see it on trustpilot with DHL's score of 1.3/5.

Sure you want to save money by binding yourself to one large carrier, but then you will lose customers that don't want to take the risk of dealing with something as bad and unreliable as DHL. That's just not a long-term sustainable strategy, I believe.

I LOVE Coolblue!
The stores work so well with their ticketing system, the employees are always smiling and very helpful. I ordered online and 45 minutes later I could pick it up!
Thank you! ♥

Always happy there with a choice, prices well combined with quality, good service in stationary shops, online shop has a great navigation through the content

Rudest workers ever. Mediamarkt is so much better.

update: thanks for your answer but that's not a concrete solution. maybe replace your staff with that is not incompetent

Excellent service allowing to choose the date of delivery with timely execution. The number of communications exchanged before delivery is just enough (avoiding overflow of infos)

Fast, simple & reliable service

Super efficient and fast. Delivery communication was great.

Ordering with coolblue is always very smooth.

Upon delivery, the installers did not verify whether the TV was standing straight before leaving. The TV is mounted on its stand (not on the wall), and it is visibly misaligned: the top right corner is approximately 1 cm higher than the top left corner, making the entire screen noticeably crooked.

On December 3rd, the following day, I attempted to contact your customer service. Calling would have required a 20-minute waiting time, so I used the live chat instead. After explaining the entire situation and providing the order number, the chat disconnected. I then restarted the process, explained the issue again to another representative, and the chat disconnected a second time.

After these unsuccessful attempts, I called your customer service line and waited 58 minutes before my call was finally answered.

During the phone call, I requested assistance with correctly setting up the TV. However, I was informed that this cannot be done after 18:00, and not on Saturdays. Unfortunately, I am unable to take another day off work just to wait at home for a 20-minute adjustment—especially since I am not at fault for the incorrect installation.
I will be available on December 22nd, but I was told no appointment can be scheduled that far in advance, as it is more than two weeks away.

I would like to express my deep dissatisfaction with how this situation has been handled.

I paid for installation, yet it was not performed properly.

Live chat sessions disconnected twice after I had already provided all necessary information.

The phone line required nearly an hour of waiting.

It is impossible to schedule an appointment at a reasonable time, and I am pressured to take additional time off work for an issue caused by your installers.

The delivery staff did not remove their shoes or use shoe covers and walked across my carpet with their footwear.

The TV was installed crookedly.

I now have a €2200 TV that is visibly tilted, and I am receiving no effective support to resolve this.

This is not the level of service I paid for, nor the standard I expect from Coolblue.

product is not delivered. they promised to deliver next day.

The website says order before 23:59 to receive it the day after which is wrong ! Don’t fall into the trap

I placed my order on Friday with next-day delivery scheduled for Saturday — nothing unusual these days. To my surprise, the delivery company (let’s not mention any names) postponed the delivery to Monday. I tried contacting them to change the schedule but had no success.

So I turned to the Coolblue AI assistant to file a complaint. And guess what? My parcel arrived that same Saturday evening. The smile came right back to my face.

I wish this level of service existed everywhere.

Always fast, superior service.
Easy to buy, very good recommendations.