2.5k paid, no sofa, no answers, and being completely ignored
I ordered a sofa with a promised 8-week delivery time. After those 8 weeks passed, I had to contact the company myself to ask where it was. Only then did one member of staff tell me it would take ANOTHER 8 weeks, although they couldn't even explain why. They said they would investigate and email me with an update. That email - surprise surprise - never came.
To make matters worse, this delay isn't even reflected in my online account, which I can still access. If I hadn't called, I would have had no idea there was a delay at all.
I've since exercised my rights under Dutch consumer law and requested to cancel the order and receive a full refund. They simply aren't replying.
Every time I try to follow up, I have to start from scratch because they insist they "can't respond from this email address", despite the fact that I've repeatedly asked them to update the email on my account. I've been promised multiple times over the phone that this would be done, but it never is. I'm still able to log into my account and verify my identity, yet they refuse to fix such a basic issue.
At this point, I genuinely don't know whether I'll ever receive the sofa I paid 2.5k for, or whether I'll ever get my money back.
This easily has been the worst customer service experience I've ever had. Complete lack of communication, broken promises, and now they're ignoring a lawful cancellation request. I would strongly advise anyone considering ordering from this company to think twice.
Reply from Westwing Nederland
Beste Bianca,
Bedankt voor het delen van je feedback. Allereerst onze oprechte excuses voor het gebrek aan proactieve communicatie, de technische frustraties rondom je e-mailadres en de vertraging in de updates over je bank.
We willen je geruststellen dat je annuleringsverzoek is verwerkt. We hebben zojuist het officiële bewijs van de volledige terugbetaling naar je e-mailadres gestuurd (controleer hiervoor je inbox). Afhankelijk van het platform en je bank, zal het bedrag binnen enkele werkdagen op je rekening staan.
We begrijpen volkomen waarom je hebt besloten te annuleren; omdat onze banken op bestelling worden gemaakt, start er bij een probleem helaas een volledig nieuwe productiecyclus van 8 weken. We hebben dit echter niet tijdig en duidelijk met je gecommuniceerd, en dat spijt ons zeer.
Hartelijk dank voor je geduld en we wensen je het allerbeste.
Met vriendelijke groet,