J'ai commandé pour plus de 4 000 € de…
J'ai commandé pour plus de 4 000 € de carrelage le 27/05/26, une expédition a eu lieu le 11/06/26, jusque là tout va bien.
Lors de la livraison, le transporteur local m'indique qu'ils n'ont reçu que 2 palettes, il en manque une 3ème qui arrivera plus tard. Sur le suivi du transporteur DSV, la 3ème unité est toujours bloquée à Lyon depuis 3 semaines. Par ailleurs, à réception, il manquait un paquet de carrelage (ce n'est pas grand chose sur la quantité totale) mais il manque aussi une référence qui elle n'a pas été envoyée du tout (pas présente sur le Delivery Order).
J'ai envoyé plusieurs e-mails à la société Trendfliesen qui m'a répondu au bout d'une semaine que c'était ma faute car j'ai signé la preuve de livraison conforme, sauf qu'il est bien inscrit qu'il manque une unité.
Nous sommes le 02/07/2026 et je n'ai plus aucune nouvelles malgré plusieurs relances par e-mails.
J'ai donc environ 700 € de marchandise que je ne recevrai peut-être jamais...
Réponse de Trendfliesen
Dear Customer,
Thank you for taking the time to share your feedback. We sincerely regret the inconvenience caused by the delays with your order.
Shortly after your order was placed, we informed you by email that one of the ordered items was subject to a supply shortage from the manufacturer and would therefore be delivered a few weeks later. This information was communicated to you in advance and acknowledged.
Regarding the missing pallet, we immediately initiated an investigation with the carrier as soon as the issue was reported. As we informed you approximately half a day before your review was published, the carrier has now officially declared the shipment as lost. The transport insurance has approved a replacement shipment, which has already been arranged. According to the latest information from our logistics team, the outstanding manufacturer shipment and the lost pallet are expected to be delivered within the next one to two weeks. - they will most likely be separate shipments, as the lost pallet has only been ordered for a reshipment once the delayed product has been dispatched.
We would also like to point out that, upon delivery, it is important to verify that the number of pallets received matches the number stated on the delivery documents and to note any discrepancies or visible damage before signing. This is standard practice for freight deliveries and helps ensure that any transport-related issues can be resolved as quickly as possible. Nevertheless, we have worked closely with the carrier to resolve this matter and have already arranged a replacement for the lost goods.
We appreciate your patience and understanding and are committed to ensuring that you receive the remaining items from your order as quickly as possible.