Julyana

Edit: I have been contacted the day after writing this review and everything has been solved now. A new package has been sent and I received my item and a 10% discount code for the next purchase.
——————

I used to be very satisfied and was a loyal customer. But they say you learn how good a company truly is, by how they handle something that goes wrong.
This time something did go wrong, when I went to pick up my package from a delivery point, I opened the locker and there was no package. This can happen. I’ve had it happen with other companies before. Sometimes there is no locker to fit the product and new delivery drivers don’t know what to do. Humans can make mistakes. I contacted Johnbeerens the same day, explaining the problem. Received no reply. I contacted their customer service again 3 days later. Explained the problem again. My message was from the 30th of August, I received a reply on the 6th of September. I’m told an investigation has been launched. A week later I still haven’t heard anything so I message again. I get a reply that they sent DHL a reminder. That’s it. No explanation on what the further course of action is, what I can expect. The communication is lacking. Another week has passed and again I haven’t heard anything from Johnbeerens. Almost 3 weeks later, still no product and no answers. I will have to go chase after them again because you do not get any updates. At this point I doubt I’m even receiving anything and I might have to just accept this loss.
To put it in perspective, I ordered with another webshop in the same week and there was also a problem with DHL. After contacting them, they gave me updates without me having to chase them and everything was resolved within a week.

Na één week nog steeds geen pakketje ontvangen, track en trace gebeurd niks en klantenservice antwoord niet op mijn e-mail.

Snelle levering, goed verpakt en netjes een mail met de track & trace ontvangen.