Defected items, terrible CS
Purchased a few of their products through an authorised reseller in the UK. The pump on the soap dispenser broke after a few uses. Terrible quality.
I reached out to them directly, asking what was happening with the quality of the product and if I could get a replacement somehow. They redirected me to the place I got it from (obviously), but that place does not accept any complaints after a year since a product was purchased, and they didn't even have the proper colour for a full replacement. I reached out to service.eu email after seeing that they clearly changed their pump mechanism (so they knew the pump design was faulty at some point), and they failed to provide me with any viable solution other than to buy a brand new pump from their website for 14 EUR.
Terrible product quality, clearly overpriced product that is made in China and terrible service overall.
You are responsible for the quality of items that your resellers offer. And if they can not provide their customers with spare parts, then you should at least do that to not lose customer loyalty. But the point is that they charge you for "spare parts" almost half of the product's price, becaus they know you will be replacing them since it's just not going to last you long. Stay away.
Reply from Zonedenmarkshop
Dear Valeriya
Thank you for your review. We’re sorry to hear about your experience with both the product and the subsequent contact with our customer service.
It is of course regrettable that the pump broke after only a short period of use, and we fully understand your frustration when there doesn’t seem to be a satisfactory solution—especially when the product was purchased through an authorised retailer. As you mentioned, it is correct that warranty and claims are handled by the place of purchase, as they are responsible for managing these matters in accordance with applicable regulations.
We do strive to offer spare parts whenever possible, and we’re sorry if this feels insufficient in your case. Your feedback regarding both product quality and service has been noted and will be shared internally, as we are constantly working to improve.
We’re truly sorry you’ve had this experience and hope we’ll have the chance to give you a better experience in the future.
Best regards
Lonni
Zone Denmark shop