Defective product provided on multiple occasions
Bought a very expensive table in January and after 6 weeks I was sent a table with yellow stains all over it. Sent it back (apparently they can't offer replacements or exchanges without forcing the consumer to return the product and initiate a new product contract even though consumer rights are fairly well established in this area).
Anyway, sent the table back, reorder the same table and wait a few more months for the next delivery. Finally table arrives- it was even more damaged than the first table they sent!
Understandably I am quite annoyed and again, ask for an exchange to which I am told it is not possible, I must return the table (again) wait for a refund and reorder - I doubt consumer agencies would agree with this.
They offer a 40% discount however this still means the table would be over €200, covered in yellow stains the colour of nuclear urine, and nearly 6 months after my initial order was placed.
When suggested I order the same table for the third time, I asked if ellos had any plans to address the quality issue they were having. It had been mentioned "internally"- ie order again and you'll probably get a 3rd yellow stained table.
This evening I'll order my return label and give my business to literally anybody else
Reply from Ellos Danmark
Hej Eloise
Først og fremmest vil vi gerne sige oprigtigt undskyld for den oplevelse, du har haft med dit bord – og for den frustration, det har medført.
Det er helt forståeligt, at du er både skuffet og irriteret over at have modtaget defekte varer to gange, og at processen omkring returnering og ombytning har virket både tung og urimelig.
Vi tager sagen med videre internt med henblik på at få løst de kvalitetsproblemer, der er knyttet til netop dette produkt. Din feedback er vigtig og tages alvorligt – også hvad angår vores returpolitik, som vi løbende evaluerer for at gøre kundeoplevelsen bedre.
Tak for at tage dig tid til at dele din oplevelse.
Venlig hilsen
Team Ellos