Evangelia Koutsovoulou

Two tables ordered on Catawiki arrived broken. I reached out to their customer support via email, within their indicated timeframe, they only responded 2,5 days later saying that “time is up” - because they issued the payment to the seller and I have to keep my expensive broken items.

The payment was issued AFTER I filed the claim. According to their support, my mistake was not providing images of the damage at the moment I filed my claim. Ironically, their mobile app doesn’t allow image uploads. Neither it addresses customers who are dealing with damages, to file claims from a computer. I received the items on Friday afternoon, emailed Catawiki on Sunday morning, received a response saying - your problem - on Tuesday night. Issuing a payment to the seller in such sort time, while there’s an open inquiry from the buyer is problematic.

Very bad customer service. In the meantime, they get to keep their hefty commission”customer protection fee”. I don’t feel very protected being stuck with two broken tables that I cannot return.

I had the bad fortune to forget an item on a Viggo, and the support I received was horrible: I immediately contacted the driver, who gave me an appointment, so I rushed to the meeting point. After 40mins of waiting out in the cold, with the driver repeating “I’ll be there in 10’”, he never showed up.

I contacted the chat support, they replied the day after. They told me not to worry, and that they will coordinate the delivery. Which they did, without though informing me that I’d have to pay 700dkk (100€) to get my item back. So once I met the driver, he denied to give me my lost item, unless I paid the exuberant fee (the average ride in Copenhagen center is 150dkk).

Customer service tried to put the blame on me, saying “they informed me I’d have to pay for the ride”. Of course though, they never mentioned the ride would be 5times the average price!

Why didn't the driver deliver during his shift, the night before, as I requested, at a logical fee?

Why didn't Viggo inform me, that the driver wasn't working the day after, thus the fee would be different?

Why didn't the driver take care of delivering, since he wasn't working the day after?

Why after all the miscommunication due to their incapability to efficiently manage the matter, didn't they at least admit their error, but tried to blame the customer?

Why did they deny to give me my item?

I now left Copenhagen as I was here for just 2days. But honestly, I will never ever again use Viggo, because they don't respect their customers.

They made me wait and lose time without ever resolving the issue, even though they promised they would.