Defective product lead to a nightmare experience
I want to share an important aspect that is not visible in most reviews.That is because prices are fair and delivery time is ok – so if everything goes well, you’ll be happy.
The problem begins if the product arrives defective, as in my case or if any fault covered by the company’s warranty arises later. What followed was an exhausting and frustrating experience.
Agrieuro did not offer a replacement or refund as they should have by law when a client receives a defective product. They instead asked me to bring the quad to a repair garage or set up for a pickup delivery in which case they demanded that I repack the product exactly as it arrived. This is completely unreasonable for a private customer, as the product had to be assembled upon delivery and cannot be returned to its original packaging. I did, however, pack it securely on a pallet, with cardboard and bubble wrap, as instructed, and at my own expense (including straps and packing materials). I was promised that my ratchet straps would be returned, but they were not – they were simply taken.
When the product finally came back, it was in worse packaging than what I had sent, the same defect was still there, and essentially nothing had been fixed.
Months have now gone by (15/5/2025 - 02/09/2025 and counting), I still cannot properly use the product I paid for, and Agrieuro refuses to take responsibility. They have ignored my repeated requests for either a refund, a replacement, or at the very least, compensation for the wasted time and costs.
In summary: if you’re lucky and everything works, you’ll be satisfied. But if something goes wrong, be prepared for a long and frustrating battle.
*post agrieuro response update:
I find it curious that agrieuro took the time to respond to the review on Trustpilot, but have yet to follow up on my ticket. Still waiting for pickup with a perfectly self packed quad.
Reply from AgriEuro.com
Dear Customer,
thank you for sharing your experience with us, although we are sorry to hear that it was not satisfactory.
We fully understand your disappointment and would like to provide some necessary clarification on the matter.
Our team immediately activated the assistance service, as required by current legislation and the terms and conditions of sale and assistance clearly described on our website and accepted by you at the time of ordering. These terms and conditions specify that replacement or refund will only be considered if the product cannot be repaired or if the repair would be excessively costly.
As for the packaging on return, we apologise for the inconvenience, but the defects reported are not attributable to Agrieuro, but to the courier responsible for transport. The same applies to the ratchet straps, which unfortunately were not returned to you by the service centre. It will not be a problem to request these back, and we are available to help you as intermediaries if necessary.
With regard to the repair, we would like to point out that the initial defect was correctly repaired, as you yourself confirmed in writing in the service file. The new problem arose three weeks later, and in that case too, we promptly activated the warranty service, directly involving an authorised Alpina centre to ensure a qualified technical intervention.
With regard to packaging for shipment, we would like to remind you that, as indicated in the terms and conditions of sale, the customer is responsible for secure packaging, as they have the goods in their possession. The packaging does not need to be identical to the original, but it must be as similar as possible and suitable for safe transport. For this reason, we always recommend keeping the original packaging for at least the first few months, precisely to prevent any complications in the event of assistance being required.
That said, as soon as you inform us that you have prepared more suitable packaging, we will be happy to send a courier to collect the product in order to complete the technical inspection and resolve the situation definitively. Depending on the outcome, as already mentioned, we will either carry out a new repair, replace the product with a new one or, if repair is not possible, refund the amount spent.
We apologise for the inconvenience caused so far and remain at your disposal to complete the procedure as quickly and satisfactorily as possible.
