Ordered a new integrated fridge (1,78 m high) together with its installation in the niche. Only one issue: it was announced available in stock and delivered the next day. But it was only possibl... See more
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Very bad customer service- actially non-existent customer service. I have tried to reach them by phone, by the official form on their website and no news. Via the chat I received very rude and poor se... See more
Company replied
Ordered 3 mobile aircos. They were described as powerful and silent. They don’t cool a small room and are insanely loud. I want to make a retour. Filled in the online form 2 times. Called 7 times. 0 a... See more
Company replied
I am very disappointed with the customer service and the delivery experience. I placed an order last Monday expecting next-day delivery, but I am still waiting for the product a week later. I... See more
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1.8
Poor
4K reviews
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Service clientele deplorable
Very bad customer service- actially non-existent customer service. I have tried to reach them by phone, by the official form on their website and no news. Via the chat I received very rude and poor service and there was zero attempt to solve my issue.
July 1, 2026
Unprompted review
Reply from Krëfel
Hello,
We are sincerely sorry to hear about your experience. We understand how frustrating it is when you're unable to get the assistance you need, especially after trying to contact us through multiple channels. We also regret that your experience via chat did not meet your expectations.
This is certainly not the level of service we aim to provide, and we apologize for the inconvenience caused.
To allow us to investigate your case thoroughly and assist you as quickly as possible, we kindly ask you to complete our contact form, including your order number and contact details. Our team will review your request and get back to you as soon as possible.
Thank you for bringing this to our attention, and we hope to have the opportunity to resolve this for you.
Greats Kiki
New integrated fridge very professionnally installed
Ordered a new integrated fridge (1,78 m high) together with its installation in the niche.
Only one issue: it was announced available in stock and delivered the next day.
But it was only possible to deliver it 3 day’s later, probably due to technicians’availability.
That issue should he addressed in order not to promise something not possible.
The frigidair was very quickly and professionnally installed by well equipped technicians with the adequate skills.
Thanks
July 9, 2026
Unprompted review
Reply from Krëfel
Hello Yves,
Thank you for taking the time to share your feedback.
We sincerely apologize that the initial delivery promise could not be met. We understand how disappointing it is when a product is shown as available with next-day delivery, only for the delivery date to be postponed. Your comments are valuable and will be shared internally, as we agree that delivery expectations should be communicated as accurately as possible.
At the same time, we're pleased to hear that our technicians installed your new integrated fridge quickly and professionally and that you were satisfied with their work.
Thank you again for your feedback. We appreciate both your understanding and your suggestions, which help us improve our service.
Greats, Kiki
No answer by online form, chat bot or phone.
Ordered 3 mobile aircos. They were described as powerful and silent. They don’t cool a small room and are insanely loud. I want to make a retour. Filled in the online form 2 times. Called 7 times. 0 answers. Next addressing the authorities and contacting a lawyer to take legal action. A disgrace of a company.
June 24, 2026
Unprompted review
Reply from Krëfel
Hello Valentin,
Thank you for taking the time to share your experience. We are very sorry to hear about the difficulties you've encountered, both with the products and with reaching our customer service.
We understand how frustrating this situation must be, especially when you have already submitted two contact forms and made several attempts to reach us by phone.
We would like to look into this matter as quickly as possible. Please send us a private message with your order number, or if you have already submitted the contact form, we will review your case and get back to you as soon as possible with an update.
We sincerely apologize for the inconvenience and appreciate your patience.
Greats Kiki
I am very disappointed with the…
I am very disappointed with the customer service and the delivery experience.
I placed an order last Monday expecting next-day delivery, but I am still waiting for the product a week later. I contacted live chat, and I was told it would arrive “tomorrow,” but that did not happen.
I also called a physical store, but staff there were unable to help. I called the hotline and waited over 10 minutes without anyone answering. I submitted a contact form by email as well, but I have received no response.
I have already paid for the product and still have no clear information about my order. At this point, I do not know what else I can do.
Based on this experience, I would not recommend purchasing from this store.
June 30, 2026
Unprompted review
Reply from Krëfel
Dear customer
Thank you very much for taking the time to share your experience with us.
We are sincerely sorry to read that your order has still not arrived and that you have had to go to so much trouble to reach us. We fully understand how disappointing and frustrating this must be for you, especially when you have already paid for your order and still have not received any clarity.
It is currently exceptionally busy, which means that both our telephone service and email processing are taking more time than we would like. Our sincere apologies for this.
We would like to review your case as soon as possible and assist you further. Would you therefore please contact us via our chat with your order number? We will then review your order immediately and do our utmost to provide you with a clear update as soon as possible.
We apologize for the inconvenience caused. We hope to have the opportunity to rectify this for you.
Kind regards,
Evy
krefel customercare
**Public image cannot replace genuine customer care
To summarize: in my original review, I explained that Krëfel turned a refund process that should have taken one week into a nearly three-month ordeal, mishandled the refund itself, and showed no real accountability, follow-up, or meaningful apology.
In your reply, you claim that you take customer care seriously but say you cannot verify my case through this platform and therefore ask me to contact you directly.
And this is exactly the kind of response I was referring to.
You say that you do not have access to my case details here. However, I already contacted your so-called Customer Happiness Team directly by email and provided all the necessary information. Despite that, I did not even receive a proper response.
So please do not reuse the argument that you “cannot verify the case here.” That excuse no longer holds.
This is precisely what I mean by hypocrisy: trying to appear caring and professional in public, while failing to act when the customer reaches out through the official channels.
Customer care is not about posting polite, carefully worded replies on Trustpilot to protect your public image. It is about acknowledging mistakes, taking responsibility, and acting accordingly.
This is not about appearances, nor about playing to the gallery.
Customers are not stupid.
If you are again going to use the excuse that you cannot identify or verify my case, here are the relevant references: Krëfel - Case#01563827 - Re: Krëfel - Order#26031403007882 - [ref:!00D5I03dQ0g.!500Sf0aWZp7].
March 14, 2026
Unprompted review
Reply from Krëfel
Hello,
We are sorry to hear that your experience did not meet your expectations, and we fully understand your frustration regarding this situation.
After reviewing your case, we can confirm that we received your cancellation request. On 21/05, we sent you an email requesting your bank account details, which are required to process the refund. Unfortunately, we never received a response to this request, which prevented us from proceeding with the reimbursement through our accounting department.
To allow us to finalize your refund as quickly as possible, we kindly ask you to provide your bank account details by replying to our email or by contacting us through our online contact form.
We sincerely apologize for the inconvenience you have experienced and remain at your disposal should you require any further assistance.
Kind regards,
Evy
Krefel customercare
Never buy anything from Krefel. Literally buy from anywhere but not Krefel
Never buy anything from Krefel. If the product doesn't work and you want to return they will not help you much.
I bought an apple pencil from one of their shops in Gent, Belgium. The pencil was not working fine so I returned it after two days. The return is taking forever to process. It's been a month now. During the return at the store, the guy in store said he will send it to headquarters to process the refund. It's been a month now, still it's not processed. I tried contacting them via their contact form on website, got no response. I am trying to reach them on call (while writing this review) but it's coming busy since last 30 mins.
December 19, 2025
Unprompted review
Reply from Krëfel
Hello, I'm Kiki.
We have received your request.
Please contact us using the following form.
https://krefel.my.site.com/s/contact?language=nl_NL
We apologize for any inconvenience caused.
If you have any further questions, you can always reach us via chat or by phone at 02 255 00 00.
Greats Kiki.
Bad experience with contact center: washing machine unusable
The Whilpool waching machine I bought from Krefel doesn't work, and unfortunately, due to works, I could not check the machine before the 1-month return date, but only 5 weeks after purchasing date.
The response I received from the Krefel contact center was to send a repair person, and this should have happened in the next week, but I needed to send the exact registration number of the machine first. Unfortunately, after that, I received no response and I'm sitting with a machine which has never been used and is broken: it moves so much during washing that it flooded the whole bathroom floor at the first try.
Even when trying multiple times to contact the customer support, I can't reach a human person anymore, as it seems to be blocked by an AI-wall.
January 6, 2026
Unprompted review
Reply from Krëfel
Hi Gab,
We are truly sorry to read about your experience and completely understand how frustrating and disappointing this situation must be for you. Purchasing a new washing machine only to find it unusable, combined with the difficulty in reaching our customer support, is certainly not the service we aim to provide. Please accept our sincere apologies for the inconvenience, stress, and disruption this has caused.
It is clear that the response from our contact center did not meet your expectations, and the delay in arranging a repair has left you with a machine that cannot be used. We understand how unacceptable it is to wait without updates, especially when you were unable to check the machine within the standard return period due to external circumstances.
We would like to thoroughly investigate your case and find a solution as quickly as possible. To help us do so, we kindly ask that you contact us via email with your order or machine registration details. This will allow us to personally review your situation, coordinate the necessary actions, and ensure that your case is handled promptly and appropriately.
Your feedback is very important to us, as it highlights areas where our processes and communication can be improved. We appreciate your patience and understanding, and we are committed to resolving this issue to your satisfaction.
Kind regards,
Valerie
I bought a hair dryer from this store…
I bought a hair dryer from this store on January 4th, which was shown as available on their website.
After two days, once I had already paid and received the invoice, I was informed by email that the product was not actually in stock.
Today I went to the store in person and ended up buying a more expensive hair dryer, because I had no choice — my old one was broken and with this cold weather I really needed one.
When I asked when my refund would be processed, I was told it would take about two weeks.
This raises two questions for me:
Why should the store keep my money for such a long time?
And more importantly, why is it possible to pay for a product that is not in stock in the first place?
PS: When leaving the store, I was also not given a shopping bag. I was told the store no longer provides them, so I had to carry the box home by hand using two large shopping bags I already had.
It was snowing today and very slippery, which made this even more inconvenient.
I usually don’t leave strict or negative reviews, but after this experience, I will not shop at this store again.
January 7, 2026
Unprompted review
Reply from Krëfel
Hello Zeynab,
We sincerely apologize for the frustrating experience you had. We fully understand how upsetting it is to order a product that turned out to be out of stock, especially when you urgently needed it and had to spend extra to replace it.
We also understand the inconvenience caused by not being provided with a shopping bag, particularly in slippery, snowy conditions. As explained in-store, we no longer provide bags to help reduce our ecological footprint. We realize this made your experience more difficult, and we apologize for that as well.
To resolve your refund and your order situation as quickly as possible, we kindly ask you to provide more details via our contact form: https://krefel.my.site.com/s/contact/
or through our chatbot. Our team will prioritize your request.
Once again, our sincere apologies for the inconvenience, and thank you for your understanding.
Kind regards,
Jana
Huge stock problems
I ordered a product on sales with delivery 3 weeks later. That was my first mistake! Since they don't have any control over their stock, they sold more items that they had and I was left without any product. This I was told after I repeatedly contacted them over 3 months. Since I had to go out and get my product elsewhere and pay €800 more I asked for a compensation and they said I could have a voucher of 30 euros (!). My second mistake was to trust that they would take responsibility for their error and either make sure I got my product or at least compensate me. Krefel will not ever have me a a client.
January 7, 2026
Unprompted review
Reply from Krëfel
Hi Kerstin,
We are very sorry to read about your experience. We fully understand how frustrating this must have been, especially given the long waiting time, the lack of clear communication and the fact that you ultimately had to purchase the product elsewhere at a higher price. Please accept our sincere apologies for this.
This is certainly not the level of service we aim to provide, and we take your feedback very seriously. We would like to look into this matter in detail to understand what went wrong and to see what we can still do for you.
We kindly invite you to contact our customer service team with your order or reference number, so we can review your case personally and follow up appropriately. We hope to have the opportunity to address this properly.
Kind regards,
Valerie
Seriously after waiting for more than a…
Seriously after waiting for more than a month and making multiple emails and calls about my order. Krëfel didn’t even contact me at all to inform me about the status. And today we called again and they just said ohh your order was canceled. Didn’t you get an email, (which I never did). The lady on the phone canceled and initiated a refund which I’ll wait for but there should be some form of compensation because the price was the low else where at the time I ordered with Krëfel now I had to order the same thing elsewhere 500 Euros more because the price has risen in the time I was waiting. That’s just not fair to make your customers suffer like that. Maybe only very low price things should be ordered at Krëfel and more expensive things elsewhere. Honestly this is a very disappointing experience.
December 15, 2025
Unprompted review
Reply from Krëfel
Dear Mugabi,
We are truly sorry to read about your experience. We fully understand how frustrating and disappointing it is to have to wait so long without any clear communication, especially when this has also had financial consequences for you. This is certainly not the level of service we aim to provide.
We would like to look into this further for you and review exactly what went wrong with your order and the communication surrounding it. Could you please contact our customer service team with your order details? This will allow us to thoroughly investigate your case and see what we can do for you.
Our sincere apologies for the inconvenience, and thank you for bringing this to our attention.
Kind regards,
Krëfel Customer Service
Valerie
Terrible customer service and even not delivered paid product
I have ordered a device two weeks ago, and still not delivered.
I had to contact them three times via their form and one time via phone, in order for them to provide an update.
Two times they promised delivery which never happened.
Even their driver called me to let me know that they don't have the product , so i need to contact Krefel services again.
Definitely NOT RECOMMENDED, because they literally took money without delivering a product.
November 24, 2025
Unprompted review
Reply from Krëfel
Dear Ak,
We are truly sorry to read that your order was not delivered as promised and that you had to contact us multiple times to get an update. This is absolutely not the experience we want to provide, and we fully understand how frustrating this must have been for you.
Our sincere apologies for the inconvenience and for not giving you the proper follow-up you deserved. We would like to resolve this for you as quickly as possible.
Could you please get in touch with us via our chat or through our contact form so we can review your case immediately and put things right?
https://krefel.my.site.com/s/contact?language=en_US
Once again, our sincere apologies, and thank you for taking the time to share your experience. We hope to resolve this for you soon.
Kind regards,
Valerie
Misleading Warranty and Refund Policy – KREFEL -Dyson V15 Purchase
Dear Krefel Customer Service,
I am writing to formally express my dissatisfaction with the service I received following the purchase of a Dyson V15 vacuum cleaner from your store.
At the time of purchase, I was strongly advised by your sales representative to sign up for a 5-year warranty contract. I was explicitly told that if any part of the device — particularly the battery — failed, I would be entitled to a full replacement of the vacuum. The representative assured me that this was a wise decision and emphasized the reliability of the Dyson V15, with the warranty serving as a safeguard specifically for battery-related issues.
Unfortunately, just three months after purchase, one of the components of the device stopped functioning. When I returned to the store to claim the warranty, I was informed that I would only receive half of the original value, and not a replacement. Moreover, the refund was issued in the form of a bonus card, which can only be used at Krefel. This was never communicated to me during the initial sale.
This experience has left me extremely disappointed. I feel misled by the information provided at the time of purchase and let down by the lack of transparency in your warranty and refund policy. I now find myself in a position where I must pay extra to replace a product that should have been covered under the terms I was promised. Plus for sure KREFEL will ask me again you need a warranty ? Big JOKE
November 6, 2025
Unprompted review
Reply from Krëfel
Hello Klaudja,
Thank you for your message and for sharing your experience. We’re sorry to hear that you are not satisfied with the information and service you received when purchasing your Dyson V15. We fully understand how frustrating this must be for you.
To look into this matter thoroughly and assist you further, we would kindly ask you to provide us with some additional details about your purchase (such as your order number or the email address used during the purchase).
You can share this information with us via our contact form: https://krefel.my.site.com/s/contact/
or through our chatbot on our website.
Once we have these details, we will carefully review your case and get back to you as soon as possible with an appropriate solution.
Thank you for your understanding and cooperation.
Kind regards,Jana
Worst experience I ever had
Worst experience I ever had! Ordered something online, it said it would be delivered in 2 days. After over week now nothing arrived so far and no notification nothing. Never received a delivery notice by bpost, tracking code doesn’t work either. Now they are saying, it was already delivered and left behind a flower pot, although there is no flower pot at my house. Think I have to go to the police..
September 15, 2025
Unprompted review
Reply from Krëfel
Dear Customer
, We are sorry to hear that you are experiencing issues with the shipping and delivery of your parcel.
To provide you with further information, please contact us via our contact form: https://krefel.my.site.com/s/contact/ or via our chatbot.
Thank you in advance and we apologize for the inconvenience.
Sincerely,
Evy
Customer Care
We bought TV
We bought TV , Washing machine, and deepvriez and we rent from Krëfel left we paid for it and while they came they did very bad delivery and their installation team are big layers 3 time we made appointment they said we wil install on the wall but they didn’t come they just took foto while delivery and showed that they were present and we were not home just lies lies and while we called to customer service of krafel they said we need to pay more money after that they could come and install TV in wall we had very bad experience of delivery and installation and there team of customer service are very mean people and lier just the find way to take money from customer we are really not happy from krafel
It was in eeklo
August 25, 2025
Unprompted review
Reply from Krëfel
Dear Abdul,
We're sorry to hear that we didn't meet your expectations. Thank you for bringing this to our attention. Can you contact us via phone (02/255.00.00) our chat or via our contact form on the website ( https://krefel.my.site.com/s/contact?language=nl_NL) so that we can review your case and find an appropriate solution?
Kind regards,
Valerie
Scammers
If I could give Krefel 0 stars I would. They sold me a washing machine that broke beyond repair after just one year. I had to make dozens of calls and months of back and forth negotiations to get all of this resolved to then be told they could only offer me a voucher... Then they never came to pick up the machine even though I asked multiple times, made appointments and agreed to pay their 30€ fee. I waiting a couple of extra months and called the city so they would pick it up which they did. Then I went to use the voucher and they told me that the voucher could not be redeemed because they never got the broke machine back. So I've lost 399€. Needless to say, I have filed a complain.
July 30, 2025
Unprompted review
Reply from Krëfel
Dear Ana,
Thank you for sharing your experience. We are very sorry to hear about the issues you have faced with your washing machine and the inconvenience caused throughout the process. This is certainly not the level of service we strive to provide.
To help us better understand your situation and work towards a resolution, we kindly ask you to contact us directly via our contact form: https://krefel.my.site.com/s/contact/ or through our chatbot. Our team is ready to assist you and ensure your concerns are addressed.
Thank you for your patience and understanding.
Kind regards,
Evy
I bought a new washing machine online
I bought a new washing machine online, when arrived to the store they told me they only have the show model and I was naive and in rush and I accepted it. The machine was faulty from day 1. The rejected the replacement and said a technician should come and check. I suffered all the energy and time and the response of the customer service was rude and said you are not in a position to decide refund or repair and you accepted the second hand machine and you have no right for the 30 day return. Really really bad customer service, I will never buy even a cable from them
July 25, 2025
Unprompted review
Reply from Krëfel
Dear Mojtaba,
Thank you for sharing your experience. We sincerely regret to hear that your washing machine did not meet your expectations and that you were dissatisfied with the customer service you received. Providing quality products and service is very important to us, and we apologize for any frustration caused.
To better understand your situation and explore possible solutions, we kindly invite you to contact us directly via our contact form: https://krefel.my.site.com/s/contact/ or through our chatbot. Our team is here to assist you and find the best way forward.
Thank you for your patience and understanding.
Kind regards,
Evy
Reply from Krëfel
Dear customer,
Thank you for your feedback. We're sorry to hear you had a negative experience returning an online purchase.
We'd like to clarify that at Krëfel, we also accept returns of offline purchases, provided the product is in its original condition, unused, and returned in its original packaging. This applies to purchases made in our stores.
Specific return policies apply to online purchases, which are explained during the ordering process. We'll do our best to assist you as best as possible.
If you have any questions or would like more information about the returns process, please feel free to contact our customer service team; we're happy to help.
Sincerely,
Evy
Offer promotion but raise prices in the meanwhile
They had a promotion on JBL, with second product at -50%, but from one day to the other they raised prices of selected JBL products by 30 euros (or more) making the promotionalmost unprofitable. I tried to contact the client service through the contact form but I never received a confirmation email about my request of contact so I guess my message was never delivered. So I would say they are also quite difficult to reach
June 26, 2025
Unprompted review
Reply from Krëfel
Thank you for sharing your feedback with us. We sincerely regret to hear about your experience regarding the recent JBL promotion and the difficulties you encountered with our customer service.
Please allow us to clarify that price adjustments can occasionally occur due to various factors, but we understand how frustrating this can be, especially when it affects a promotion. We apologize for any inconvenience caused by this change.
Regarding your contact form submission, we are sorry it seems you did not receive a confirmation email. This is certainly not the level of service we aim to provide. We would appreciate the opportunity to assist you directly—could you please reach out to us again at
(https://krefel.my.site.com/s/contact/) or via chat , please?
Thank you for your patience and understanding. We hope to restore your confidence in our service.
Kind regards, Evy
30 days of retractation but you can't try it at home...
Does not rectract the product beaucause he is open and try, don't buy at this shop, i will never go back in to that shop...
So you can't try it at home... and see if it's ok for you.
I have buy something at Krefel few day before i'm not grad of my buy... and it's why i can't to retract the product, just beacause i have try it..
June 20, 2025
Unprompted review
Reply from Krëfel
Dear customer,
Thank you for sharing your experience with us. We are sorry to hear that you are not satisfied with your recent purchase and that our return policy was not clear to you.
At Krëfel, we strive to be transparent about our terms and conditions, including the retraction policy. Typically, products that have been opened and used cannot be returned, as this is to ensure the quality and hygiene for all our customers. However, we understand that sometimes a product may not meet expectations.
We would like to invite you to contact our customer service team by (https://krefel.my.site.com/s/contact/) of via our chat , please ?
We appreciate your feedback and hope to find a satisfactory solution;
Kind regards,
Evy
Terrrible customer service
I had pre-ordered a Nintendo Switch 2 in April 2025. On release day (6 June 2025) i receive an automatic email from Krëfel, informing me that they couldn't deliver all pre-orders, and that i would be further notified via email (which never happened). I have called repeatedly with customer service, every time i got a completely different anwer, never any clarity. Eventually I just ordered the Switch 2 from the Nintendo website, which arrived (as promised) 3 business days later. I called Krëfel customer service once again to cancel my order, which was no problem, and a few days later I received my money back (which is why I'm giving 2 stars instead of 1).
However, despite sending them multiple emails, I never received any reply.
It will be a long time before I ever consider buying anything here again.
June 13, 2025
Unprompted review
Reply from Krëfel
Dear Sigi,
Thank you for your message and for sharing your experience with us. We are sorry to hear that your pre-order of the Nintendo Switch 2 did not go smoothly and that you did not receive sufficient communication from us. This is certainly not the service we strive for.
We understand how frustrating it must have been to not be informed in a timely manner and to receive unclear answers from our customer service. We take your feedback very seriously in order to improve our processes and prevent recurrence in the future.
We are pleased to hear that the cancellation ultimately went as planned and that you received your money back. Should you have any questions or comments in the future, we will of course be happy to help you.
Once again, our sincere apologies for the inconvenience and we hope that we can serve you better in the future.
Kind regards,
Evy
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