Unlawful delay of refund (€766.99) and logistical failure – Warning to customers
Review:
I am filing a formal complaint against Kirstein.nl regarding Order #4336221 The store is unlawfully withholding my refund of €766.99 and displaying a complete lack of professional customer service standards.
Timeline of Events:
Jan 8th: Order placed. The confirmed delivery date (Jan 13th) was missed by the store.
Jan 16th: I officially withdrew from the contract. The store confirmed the cancellation in writing and promised to initiate the refund immediately.
Jan 16th – 23rd: Total inaction. Despite the refund promise, the package remained stationary at the DPD sorting hub for a week.
Jan 23rd: Following the store’s instructions, I officially refused the delivery from the DPD courier so it could return to the sender.
Jan 26th: Despite the refusal, the package was redelivered. It remains factory-sealed as it has been the store's property since the cancellation on Jan 16th.
Violation of Terms:
The store is now shifting the goalposts again, claiming a refund will only be issued after a "technical inspection." This is unacceptable. The contract was legally terminated 10 days ago. I never took legal possession of the goods, and the store cannot use my funds to cover the costs of their own logistical errors.
Customer Service:
Communication is virtually non-existent. The Dutch phone number is merely a recording, and email response times exceed 3 business days.
I have saved all emails and screenshots as evidence of the entire process.
Demand:
I am returning the factory-sealed package today. I demand an immediate full refund of €766.99, as promised on January 16th. Potential buyers should be aware of these practices before committing their money to this store.
8 January 2026
Unprompted review