I bought a shaver in Gothenburg
I bought a shaver in Gothenburg, but the magnets holding it together came away from the plastic housing, making the shaver unusable. I contacted customer service with photos and proof of purchase from my Monzo account, explaining that I was only visiting Gothenburg for a long weekend and could not return to the shop.
After being passed between customer service and the shop, I was ultimately told that nothing could be done without the original till receipt, despite having provided clear proof of purchase. The whole process was unnecessarily difficult and very unhelpful. I expected much better customer service.
Reply from Storenordica
Hi,
Thank you for taking the time to share your experience. We’re very sorry to hear that you were disappointed with the way your case was handled, and we completely understand that the situation felt frustrating, especially as you were only visiting Gothenburg for a short period of time.
We would just like to clarify that the product was purchased directly from one of our physical stores rather than through our online store. Purchases made in-store are handled by the store where the purchase was made, which is why our online customer service referred you back to the store.
We also understand that you provided a bank statement showing the transaction. However, a bank statement confirms that a payment was made, but does not contain the information from the original receipt regarding the specific product purchased. For a refund, the receipt is therefore required as proof of the individual purchase and transaction.
We’re sorry that this was not communicated more clearly from the beginning and that you felt you were being passed back and forth. That is certainly not the experience we want our customers to have, and we appreciate your feedback as it helps us improve how we communicate in situations like this.
We hope you can understand the reason behind our procedures, even though we completely understand that the outcome was disappointing for you.
Kind regards,
Customer Service