Nimuë

Helaas een bijzonder teleurstellende ervaring met de dossierverantwoordelijke

Ik wil graag een onderscheid maken tussen de organisatie Familiehulp en de persoon die de afgelopen drie jaar telkens aan mij werd toegewezen als verantwoordelijke voor de organisatie van mijn hulp.

Met Familiehulp zelf heb ik in het verleden namelijk bijzonder goede ervaringen gehad. De persoon die destijds verantwoordelijk was voor mijn dossier was ontzettend vriendelijk, empathisch, betrokken en behulpzaam. Alles verliep vlot en afspraken werden nagekomen. Ik kreeg toen ook een fantastische poetshulp, die met plezier bij mij kwam werken. Daar heb ik absoluut niets dan lof voor.

Helaas is mijn ervaring de afgelopen drie jaar, sinds mijn dossier door iemand anders wordt beheerd, helemaal anders.

Ik heb herhaaldelijk te maken gekregen met miscommunicatie, niet nagekomen toezeggingen, gebrekkige opvolging, geen verantwoordelijkheid nemen maar alles afschuiven op mij en excuses en vooral een bijzonder frustrerende manier van communiceren.

Er worden beloftes gedaan over beschikbare poetshulp, waarna die uiteindelijk toch niet blijkt te kunnen worden geleverd. Ik heb daardoor meerdere keren wekenlang gewacht, in de veronderstelling dat er naar een oplossing werd gezocht, om uiteindelijk zelf opnieuw op zoek te moeten gaan naar hulp.

Ook bij mijn meest recente aanvraag liep het opnieuw mis. Ondanks een ondertekende overeenkomst en duidelijke afspraken bleek achteraf dat mijn aanvraag voor poetshulp zelfs niet correct geregistreerd stond. Bovendien werd ik niet geïnformeerd over de afwezigheid van mijn dossierverantwoordelijke (wat bijna een maand was) of over wie mijn dossier tijdens die periode zou opvolgen.

Wat mij echter het meest stoort, is de manier waarop met verantwoordelijkheid wordt omgegaan. Wanneer er iets misloopt, wordt de oorzaak telkens bij mij gelegd. Er wordt voortdurend verwezen naar wat ik zogenaamd niet zou hebben gedaan of meegedeeld, terwijl mijn eigen e-mails en gemaakte afspraken iets anders aantonen. Zelf verantwoordelijkheid nemen voor gemaakte fouten of gebrekkige opvolging lijkt onbestaand.

Daarnaast heb ik bepaalde opmerkingen en de sarcastische manier waarop er met mijn persoonlijke situatie werd omgegaan als bijzonder kwetsend en weinig empathisch ervaren. Zeker wanneer men weet dat iemand al met ernstige gezondheidsproblemen en een moeilijke persoonlijke voorgeschiedenis kampt, verwacht je toch een zekere menselijkheid en respect.

Ik ben voor huishoudelijke hulp afhankelijk van anderen vanwege mijn lichamelijke beperkingen. Voor mij is dit dus geen luxe, maar een noodzakelijke ondersteuning.

Van een organisatie die mensen helpt die zich vaak in een kwetsbare situatie bevinden, verwacht ik duidelijke communicatie, betrouwbaarheid, betrokkenheid en vooral een menselijke benadering.

Ik wil benadrukken dat mijn kritiek niet gericht is tegen Familiehulp als organisatie. Mijn eerdere ervaringen bewijzen dat het ook anders kan en dat er binnen dezelfde organisatie mensen werken die hun job met hart en ziel uitvoeren.

Mijn teleurstelling richt zich specifiek op de manier waarop mijn dossier de afgelopen bijna drie jaar door mijn toegewezen verantwoordelijke werd behandeld.

Het is bijzonder jammer dat een organisatie waar ik vroeger zo tevreden over was, mij uiteindelijk heeft doen besluiten om elders hulp te zoeken.

Wat mijn teleurstelling nog groter maakt, is dat ik deze problemen ook rechtstreeks met mijn verantwoordelijke heb proberen te bespreken. Ik heb uitgebreid toegelicht wat er volgens mij fout is gelopen en waar de verantwoordelijkheid etc ontbrak. Helaas kreeg ik als reactie enkel te horen dat er misverstanden waren langs beide kanten.
Opnieuw werd er geen concrete verantwoordelijkheid genomen voor de gebrekkige opvolging, de gemaakte afspraken of de slechte en vaak afwezige communicatie.
Zelfs na een uitgebreide toelichting kwam er geen enkele echte erkenning van mijn bezorgdheden.

Goede hulpverlening begint niet alleen bij het aanbieden van diensten, maar ook bij de manier waarop mensen worden behandeld.

Dit keer was mijn ervaring meer positief. Goederen in correcte staat aangekomen dit keer. Alleen 1 item was anders dan wat ik besteld had.

Het opgegeven uur werd uiteindelijk veeeel later, wat niet leuk was want je zit de hele tijd te wachten.

De man vd levering was zeer vriendelijk en hulpvaardig wat alles dan weer goed maakte.

★★★★★

Ik heb inmiddels al meerdere keren bij dit bedrijf besteld en ben altijd tevreden over de kwaliteit. Maar wat voor mij minstens zo belangrijk is, is de klantenservice. En die is hier écht uitzonderlijk goed.

Als er ooit een probleem is, wordt er meegedacht en wordt er alles aan gedaan om je zo goed mogelijk te helpen. Zelfs wanneer je hulp vraagt bij iets wat je al twee jaar geleden hebt gekocht, nemen ze nog steeds de tijd om te kijken wat ze voor je kunnen betekenen. Dat vind ik echt bijzonder.

Klantenservice is voor mij heel belangrijk. Het bepaalt vaak of ik bij een bedrijf blijf of er juist wegga. Helaas ontbreekt het daar tegenwoordig bij veel bedrijven aan. Je krijgt dan al snel het gevoel dat het alleen om de verkoop en het geld gaat en dat de klant daarna niet meer belangrijk is.

Gelukkig zijn er nog bedrijven die wél begrijpen hoe belangrijk goede klantenservice is. Dit bedrijf is daar absoluut een voorbeeld van. En ik denk oprecht dat juist dát een belangrijke reden is waarom ze zo succesvol zijn en blijven.

Zeer tevreden en absoluut een aanrader!

ALTIJD TOP 👍👍👍👍

I have had enough of DPD.

I have lived in this neighbourhood for almost 3 years, and in all that time I can count on one hand the number of DPD parcels that have actually been delivered to my door. In reality, almost every DPD parcel ends up at the parcel shop, even when I am sitting at home waiting for it.

And the most infuriating part is the message I repeatedly receive: “Sorry, we missed you. You weren't at home.”

No. I was home.

I have literally watched the DPD van on the live tracking, seen it pass my street, and then received the message shortly afterwards claiming that I wasn't home. My doorbell is only a few metres from where I am sitting. Other delivery companies have absolutely no problem finding my door, ringing my bell and delivering my parcels. DPD somehow seems incapable of doing this in this neighbourhood.

And this isn't an isolated incident. This has been happening repeatedly for almost 3 years.

Then comes the second part of the DPD experience: the parcel shop.

Customers are expected to search for their own parcels in a huge, chaotic pile containing parcels from different delivery companies. There is little or no practical assistance. People are understandably in a hurry, so parcels get moved around while people search. Finding your own parcel can become an absolute nightmare.

I have personally spent 2 hours searching for a DPD parcel and still had to leave without it.

Two hours!

And this has happened repeatedly over the years.

I have also complained to DPD through their website numerous times. What happens? nothing. My complaints are simply ignored. On one occasion I was told, essentially, that their tracking showed the driver had passed my address, so therefore their version of events was apparently correct.

Passing my address is not the same thing as delivering my parcel.

And I am certainly not the only customer experiencing this. From the beginning, other people in this neighbourhood have told me exactly the same thing: they are home, DPD claims they missed them, and their parcel ends up at that parcel shop. Even the parcel-shop employee has explained to me that DPD drivers regularly bring large numbers of parcels there rather than delivering them around the neighbourhood.

Whether this is because of poor management, poor working practices, unrealistic delivery schedules or simply drivers taking the easiest option is ultimately DPD's responsibility. It is not the customer's problem to solve.

What makes this even more frustrating is that this is clearly not a problem with my address. I lived in my previous neighbourhood for twelve years and never had this problem with DPD. And every other delivery company manages to deliver to my current address without any difficulty.

So after almost 3 years of this, I have reached a very simple conclusion:

If I see that a company only ships with DPD, I don't order.

I contact the company and ask whether they can use another delivery service. If they cannot, I simply don't buy the product. I am no longer willing to take the risk of paying for something and then having to spend hours hunting for my own parcel at a chaotic parcel shop, possibly having it returned, resent and delayed again.

And this is where I feel particularly sorry for the companies that use DPD.

A company can have an excellent product, excellent customer service and genuinely care about its customers, and DPD can completely undermine that relationship by failing at the very last step: actually delivering the customer's order.

That is incredibly damaging to the companies that have trusted DPD with representing them.

DPD, meanwhile, appears completely uninterested in addressing the problem. Complaints disappear into a black hole, customers are not taken seriously, and the same thing continues year after year.

No improvement. No accountability. No meaningful response.

At some point this stops being an occasional delivery problem and becomes a serious failure of the service itself.

To companies considering using DPD: please think very carefully about what happens after you hand your customer's order over to them.

Because when DPD fails to deliver, it isn't only DPD that looks bad.

Your company looks bad too.

⭐️⭐️⭐️⭐️⭐️ worth more than 5 stars!!
I honestly don't know where to begin, because there are two things I want to review here: the product itself, and the people behind the company.
I discovered Stylla almost by accident, looking for something that might help my cat, who had a very traumatic start in life. I can't change what happened to her before she came to me, but I can give her as much love, safety and peace as possible.
I decided to try Stylla because it is not addictive and, for my cat, the results were remarkable. Within about a week, I saw a dramatic change. She was not a completely different cat, but in the best possible way, she seemed much more relaxed, more comfortable within herself and less affected by things happening around her.
For her, it has made a real difference.
And then there is the customer service.
I have been having terrible problems with the delivery company in my area. This is absolutely NOT the responsibility of Stylla or the company selling it. I have had endless problems with this delivery company for years, and unfortunately they simply don't deliver to my door, even when I am home.
The company could very easily have said, "Sorry, that's a delivery problem, there's nothing we can do."
They didn't.
Instead, Kasim and the team have gone above and beyond to try to find a solution with me. We have exchanged emails back and forth, they listened, they understood why this matters to me and, most importantly, they actually tried to DO something about it.
They even sent me another Stylla free of charge as a test delivery so that we could try a different delivery instruction rather than simply leaving me without the product.
That level of customer care honestly shocked me, in the best possible way.
I have rarely experienced a company that listens so carefully, doesn't dismiss your problem, doesn't hide behind "company policy", and genuinely tries to find a solution together with you.
And I especially want to mention Kasim by name. He has been absolutely wonderful throughout all of this. His patience, kindness, understanding and willingness to keep looking for solutions have been exceptional. I genuinely believe that great customer service depends on people like him, and I think he deserves recognition for the way he represents this company.
I have written negative reviews about companies when I've received poor service, so I think it's equally important to shout from the rooftops when a company gets it this right.
If you are considering trying Stylla and you're hesitating because you don't know the company, I hope this review helps remove that doubt.
I cannot promise that Stylla will have the same effect on every cat, because every animal is different. But for my cat, it has made a remarkable difference, and I would absolutely recommend giving it a try.
And the company itself?
Outstanding.
A great product, a team that genuinely cares, and customer service that goes far beyond what I expected.
If they sold more products that my cat could use, I would happily buy from them again. They have earned my trust completely.
Thank you, Kasim, and thank you to the entire Stylla team. You have gone far beyond simply selling me a product. You have shown me that there are still companies that genuinely care about the people and animals they serve.
Five stars doesn't really feel like enough. ❤️

Al vele jaren ben ik een trouwe klant en bestel ik hier al mijn supplementen. De producten zijn goed, maar wat voor mij minstens zo belangrijk is, is de fantastische klantenservice.

In al die jaren is er af en toe natuurlijk weleens iets misgegaan. Dat kan gebeuren, zo is het leven. Maar iedere keer werd het probleem zonder discussie opgelost, meestal al de volgende dag. Geen gedoe, geen eindeloze vragen, gewoon uitstekende service.

Het is bijzonder om te merken dat sommige bedrijven écht om hun klanten geven. En precies daarom blijf je als klant ook loyaal. Waarom zou ik veranderen als de producten goed zijn én de service geweldig?

Ik zou willen dat meer bedrijven begrijpen hoe belangrijk goede klantenservice is en hoeveel waardering en loyaliteit je daarmee krijgt.

Deze firma is daar een prachtig voorbeeld van. Andere bedrijven mogen hier gerust een voorbeeld aan nemen! ❤️

Absolutely outrageous customer service. Uber Eats has lost me as a customer.

I ordered groceries through Uber Eats. Among them was a sealed, pre-packed sandwich with salad and cheese. The package stated that it was still within its date. I opened it, took one bite, immediately spat it out because it was clearly spoiled, took a picture and threw it away.

I contacted Uber Eats support, explained exactly what happened and sent a photo.

What followed was honestly bizarre.

First, I was told that important details were missing from the photo and that I needed to send another one. Fine. I sent another photo.

Then I received the same ridiculous response over and over again:

«The food was properly prepared and therefore the order was not eligible for a refund.»

Excuse me?

The food was not prepared by the restaurant. It was a sealed, pre-packed grocery item.

This alone showed me that nobody was actually reading what I was writing.

I repeatedly asked a very simple question:

Tell me exactly what you need to see in a photograph that would allow you to determine that food does NOT taste spoiled

No real answer
Instead, I received the same automated response again and again, also cobtantly even mentioning that my “ride” was not eligible for a refund, when I was not complaining about a ride at all.

At one point I genuinely wondered whether I was talking to an AI pretending to be a customer service agent, because I kept asking specific questions and kept receiving the exact same irrelevant answer.

And apparently Uber Eats has some kind of Superman food-radar vision, because somehow they can look at a photograph and determine that food tastes perfectly fine.

If Uber Eats is so certain that I am wrong, then here is my solution:

Give me your address and I will send the spoiled sandwich to you. You can taste it yourselves.

That would be a far more convincing quality-control procedure than pretending that a photograph can tell you what spoiled food tastes like.

And this is NOT about the €3 or whatever the item cost.

It is about trust, food safety and basic customer service.

If I buy a packaged food item in a supermarket and discover at home that it is spoiled, I take it back and the supermarketwithout discussion replaces it or refunds it. Nobody stands there telling me that the food was “properly prepared” and therefore I must be lying. Things can and do happen with food. Period

This is also not the first time Uber Eats has done this to me.

Previously, during hot weather, I ordered a few pints of Ben & Jerry's ice cream. The driver was apparently sent to make other deliveries first. By the time the ice cream reached me, it was completely liquid. (Which you can read in another review here)

I sent photographic clear evidence.

Again, Uber Eats refused to refund it and insisted that the product was still fine.

What exactly was I supposed to do? Put melted ice cream back in the freezer and eat it later?

Food safety apparently doesn't enter the equation.

And again, I was left with the impression that the customer is simply not believed.

That is what I find most insulting.

Every time something goes wrong with food, the customer seems to be treated as though they are trying to scam Uber Eats.

I am not asking for free food. I am asking not to pay for food that I cannot safely eat.

And the repeated automated responses were the final straw. I kept asking what additional photograph they wanted. Nobody could tell me. I asked specific questions. Nobody answered them. Instead, I received the same copy-and-paste response again and again, including completely irrelevant references to a “ride”.

That is not customer service.

That is a system designed to reject complaints rather than actually investigate them.

Uber Eats, you have now permanently lost a customer. And I hope many more.
Your 2.2 star review here is clearly showing nobody is happy with your service.

I will use another delivery service instead.

And I sincerely hope people read reviews like this before deciding where to spend their money, because a company handling food should understand one very basic principle:

When a customer says that food is spoiled, you investigate it properly. You don't simply repeat “the food was prepared correctly” until the customer gives up.

This wasn't about €3.

It was about being treated like a liar.

And I am absolutely done with it.

I wanted to share my personal experience with the Beech Band so that potential buyers have a balanced picture. This is not meant to discourage anyone from trying it. It simply wasn't the right product for me.

A friend bought it for me because I have some ongoing health issues and the company offers a 100 day money back guarantee. Since I don't have Parkinson's disease or tremors, I was hoping it might help with my own symptoms.

The biggest issue for me was the noise. I was genuinely shocked by how loud it is. It produces a constant vibrating sound that I found impossible to ignore. It became distracting at home and uncomfortable in public because people regularly noticed it and asked what the sound was. Even having a normal conversation became difficult because of the constant noise.

My cat also avoided me whenever I wore it. Since pets have much more sensitive hearing than we do, I think this is something animal owners should keep in mind.

Unfortunately, I didn't experience any improvement in my symptoms. Instead, after wearing it, I developed a severe headache with light sensitivity that felt almost migraine like. And the next morning on the side that I worn it, I barely can move my arm coz of a pinched nerve from my neck to my hand. Coincidence? Maybe. But I don't believe in coincidences. That was enough for me to decide that this device simply isn't for me and my health issues.

I want to make it clear that I'm not saying the Beech Band doesn't work. From the testimonials and the Facebook group, it's obvious that some people, particularly people with Parkinson's disease or tremors, report excellent results and some also experience no results. I'm genuinely pleased for anyone it helps. Like any treatment or device, what works for one person won't necessarily work for another.

One thing I did find misleading was the promotional videos. In every video, people demonstrate their condition, switch the device on, their condition dussapears and they continue talking so there is sound. However, although you can hear their voices perfectly, you never hear the loud vibrating sound that the device produces in real life. Because of those videos, I honestly expected the Beech Band to be silent. That was not my experience at all. I think the videos would give a more accurate impression if the actual sound of the device were included.

I also joined the Facebook community hoping to exchange experiences. Unfortunately, I found that honest negative experiences were often met with criticism instead of understanding. Everyone responds differently, and I believe people should be able to share both positive and negative experiences respectfully. That atmosphere wasn't there, it's not a safe space, so I left the group.

There were also a few practical things I think could be improved. The device doesn't include a USB charging cable, which surprised me. Considering many customers have health conditions, live alone,.... that can make shopping difficult, including one would have been helpful. I was also advised to reduce the noise by wearing the device on my ankle or covering it with a wrist sweatband, but both options require buying additional accessories. An adjustable ankle strap included in the package would have been a thoughtful addition.

Another point that wasn't clear to me before receiving the device is that some additional functions require a compatible smartwatch and a paid app subscription. I think that could be communicated more clearly before purchase. Coz I don't want to wear that watch.

After trying it, I've decided not to use it any further. I've only had it for a few weeks, so I'm well within the 100 day trial period. The device is still in excellent condition because I only wore it briefly before deciding it simply wasn't something I could tolerate. I'll be returning. The company states that the return process is straightforward and hassle free, so I hope that proves to be the case. If it doesn'y, I'll be updating my review accordingly.

For me, the constant loud vibration was impossible to get pass. Others may have a completely different experience, but I think it's important that potential buyers know both the positives and the negatives before making a decision.

I had a very disappointing experience with customer service regarding a damaged order.
Placed 1 order delivered in 2 packages, different days.
1 perfectly ok.
2nd: total catastroph

The second part of my delivery arrived in completely unacceptable condition. Bottles coconut water had leaked inside the parcel and everything was soaked and sticky. They must have known this coz inside the box was my delivery wrapped in a garbadge bag, which was filled with leaked coconut water. And the bottles had moved everywhere, damaging everything inside, which was all food that was soaking wet.
Most items were unusable and had to be discarded immediately.

While I was opening the parcel, I contacted customer service through live chat. The agent confirmed that the situation was clear, that the refund would be processed, and that no return was necessary. I had send them all the pictures. And asked him a list of what was refunded and agreed. Problem solved you'd think

Based on that confirmation, I disposed of the damaged goods and also deleted my photos, believing the case was resolved.

Later, I discovered that the situation was not actually processed as agreed. Only part of the issue was handled and I was then told that items should have been returned, which was never communicated during the initial chat.
Which was impossible coz they already were gone with the garbagtruck.

Since then I have spent multiple long sessions in live chat trying to resolve this again. Each time I am asked to repeat the order number and explain everything from the beginning. Responses are slow or incomplete, or no reply at all....prepare to be in there for hours.
There is no consistent follow-up eventhough they tell you they are going to contact you.
Tried contacting them by email support @joybuy.com
3 times already since June 8
But support has also not responded.
We are now June 22!!!!

At this point I am left with a system that still shows the full amount due, minus 14€.....when the refund is a little over 50€.
despite repeated confirmation that everything is ok. I still have to pay the full amount, when I had to throw everything away.

The main issue is not only the damaged delivery, but the lack of clear communication, inconsistency between agents, and absence of proper follow-through after an issue is reported.

I am now escalating this through my payment provider, as I have not been able to resolve it through support channels.

This is absurd.
Why have a live chat when they don't respond or do their job?
And what's the use of an email to support @joybuy.com if they don't react?

How is it possible that a large company can deliver a parcel in this condition, with items missing that were never delivered in the first place, while still charging 'almost' the full amount?
The parcel itself arrived in a chaotic state. Bottles of coconut water had leaked inside a sealed plastic bag placed in the box, soaking most of the contents. Several items were damaged beyond use, and others were missing entirely.
What makes this situation worse is the inconsistency in customer service. During the first chat, everything was confirmed as resolved, and I was clearly told no returns were required. Based on that confirmation, I disposed of the damaged goods. Later, this was contradicted without any proper explanation, while the missing items were never addressed at all.
On top of that, both chat and email support have been slow, fragmented, and unresponsive, forcing me to repeat the same information multiple times without resolution.
It is difficult to understand how a company at this scale can have such a lack of coordination between delivery, inventory, and customer support, and still charge customers for a full order under these conditions.

And to support who may read this: don't tell me to contact live chat coz it doesn't work. And don't ask me to email you again for the 4th time, coz you already have all the info from the 3 other emails.

Chauffeurs: niets dan complimenten.
Post NL zelf: je kan de tijd (dag) niet aanpassen, wat enorm vervelend is.
En sinds een tijd niet worden pakjes tussen 13u en 18u geleverd, dus je moet een hele dag thuisblijven , afspraken annuleren. En dan komen ze toch nog om 14u of 15u maar heb je al alles afgezegd.
Vreselijke regeling.

FOLLOW UP TO MY REVIEW OF JUNE 3RD, 2026 that SCHEIN can read below!!!

SHEIN replied publicly to contact support, which I already was doing, they would help....and even added a smiley face at the end of their response. The irony is hard to miss.

My friend is still in the hospital after a serious accident. For more than a week,after a full month. customer service kept sending standard replies while completely ignoring the actual questions being asked.

We repeatedly asked for one of two simple solutions:

1. Extend the return deadline by one week due to the exceptional circumstances.
2. Provide a return label for all packages so everything could be sent back together.

Neither happened.nothing really of any help happened.
Instead, customer service delayed, transferred the case, sent generic responses, and allowed the deadline to get closer and closer.

Today is the return deadline. June 6, 2026. Still zero help or answer that provides a solution.

Because SHEIN never provided a workable solution, I had to find one myself. I arranged for the entire order to be returned unopened. The packages were never opened because my friend has been in the hospital the whole time.

To make matters worse, SHEIN's return system would not allow me to correctly register all returned packages. Only Part of the order could be selected for return, while another package could not be added despite repeated attempts.
Make your return process easier if you decide to send 1 order out in 3 different packages on 3 different dates.
You have to work on that!!! AND on your support coz that is beyond horrible and zero support at all.

I immediately informed SHEIN support of this. All packages have been returned. Every single item has been returned. Nothing has been kept. Coz no packages have been opened.

If SHEIN now tries to claim that part of the order was not returned because of issues with their own system, that would be completely unacceptable.

The packages are sealed and unopened. The return shipment contains everything that was delivered.

What disappoints me most is that none of this should have been necessary. A simple act of common sense, humanity and basic customer service at the beginning would have prevented this entire situation.

Instead, a customer recovering from a serious accident was left fighting deadlines, automated responses, confusing instructions, and a return system that did not work properly.
Returned: 3 still sealed bags of the complete order. Never opened.
Unable to fill out the full returnprocess for everything. Only could do for 2. But EVERYTHING is send back!!!

I now expect SHEIN to process a full refund for the entire order that she payed with klarna.
They have to figure it out once everything gets there with them. We've all been doing more than enough.

I only filled out 1 number here that they ask for reference since you can't add more and since all 3 packages have diff numbers.
SCHEIN: do your job and figure it out!
We tried, you didn't

Ik ben ontzettend blij dat ik dit bedrijf heb ontdekt.
Intussen heb ik al drie producten van hen gekocht en ik ben echt onder de indruk van de kwaliteit.
De producten werken bij mij uitstekend en ik merkte al meteen resultaat.

Wat ik ook enorm waardeer, zijn de uitgebreide video's van de eigenares op sociale media. Ze legt heel duidelijk uit waar de producten uit bestaan, hoe je ze gebruikt en welk product het beste bij welke situatie past. Omdat het assortiment vrij uitgebreid is, zijn die video's bijzonder waardevol en informatief.

Ook het extra staaltje dat vaak bij een bestelling wordt toegevoegd, vind ik een heel fijne attentie.

Mijn eerste bestelling verliep perfect. Die werd al de volgende dag geleverd en alles was correct.

Mijn tweede bestelling verliep helaas een stuk minder vlot. Gelukkig ontdekte ik op tijd dat mijn bestelling verkeerd geïnterpreteerd was, ondanks juist op de factuur en dat er anders een fout product zou zijn verstuurd. Dat kon gelukkig nog rechtgezet worden, waardoor ik uiteindelijk de juiste producten heb ontvangen.

Het duurde het echter bijna twee à drie weken voordat mijn bestelling arriveerde. Tijdens die periode werd er weinig gecommuniceerd en kreeg ik geen reactie op mijn e-mails. Daardoor begon ik mij af te vragen of mijn bestelling wel correct geregistreerd was en wanneer ik ze zou ontvangen. Uiteindelijk heb ik zelfs via sociale media onder een van hun video's gevraagd om mijn e-mail te beantwoorden, iets wat eigenlijk niet nodig zou mogen zijn.

Dat is ook de enige reden waarom ik geen vijf sterren geef.
Niet vanwege de producten en ook niet vanwege de eigenares, want die verdienen wat mij betreft vijf sterren of meer.
Het probleem zit echt bij de klantenservice en de communicatie rond bestellingen.

Ik vermoed dat het bedrijf de laatste tijd enorm gegroeid is en dat dit uitdagingen met zich meebrengt. Juist daarom zou het goed zijn om extra ondersteuning voor de klantenservice te voorzien. Dat zou een wereld van verschil maken.

De producten zijn fantastisch, de uitleg is uitstekend en het potentieel van dit bedrijf is enorm.
Met een vluggere klantenservice zou dit zonder twijfel een vijfsterrenervaring zijn.

Ik wens hen nog veel succes toe.

I'm writing this for my friend who had an accident and is in the hospital.

My friend placed 1 large order with SHEIN, coz it was her bday last month, which was delivered in multiple packages by schein.
(Which is imo another annoying thing they do coz they are allowed to do that, but you have to return everything in 1 package, otherwise you have to pay return costs which are extremely expensive. Completely unlogical of svhein and absolutely no service)

On her bday she was involved in a horrific car accident and has been hospitalized for weeks. As I write this on June 3rd, she is still in the hospital, heavily medicated, recovering from serious injuries.

Because she lives alone, an elderly neighbor accepted the packages for her.
Naturally, nobody expected a major accident, and nobody expected her hospital stay to last this long.

When it became clear that she would not be home before the return deadline for her packages from schein, she contacted SHEIN customer service today and asked for a simple exception after explaining what happened:
could the return deadline be extended by a few days, or one week, until she was discharged from the hospital?

The answer was a blunt: no.

What shocked us was not even the refusal itself. It was the complete lack of humanity and common sense.

The customer service representative, Omar, repeatedly ignored her actual questions and kept repeating the same scripted responses. She even asked multiple times whether she was speaking to a chatbot because his replies were so robotic and disconnected from the situation.

She explained repeatedly that if an extension was impossible, she needed practical advice. Since the order arrived in several separate packages and her elderly neighbor had no experience with SHEIN returns, she simply wanted to know:

How should the packages be returned in this case?

Should the neighbor open them? Leave them sealed?
Put everything together?
Return each package separately? Take photos?

These are basic customer service questions.

Despite asking over and over again, she never received a clear answer. Not even once.

Instead, the representative continued repeating the return deadline and ignored every attempt to find a solution.
Eventually, the chat was simply abandoned while she was still asking questions.

Even the nurse caring for her in the hospital followed the conversation along with her and was shocked.

My friends reaction was simple: either make an exception in a situation like this, or at least explain how the customer can proceed returning it correctly .
That is the entire purpose of customer service.

What makes this even worse is that SHEIN will probably respond to this review with the standard
"Please contact customer service so we can help."

She did.

That is exactly the problem.

A multi billion dollar company could not show even a minimal amount of flexibility, empathy, humanity or problem solving when dealing with a customer hospitalized after a serious car accident.

I've honestly had more useful and compassionate conversations with AI than what she had with this customer service representative.

If this is how SHEIN treats customers during genuine emergencies, people should know before they order.
It's infuriating
Schein should be ashamed and customerservice too!!!

FOR SCHEIN, if they see this, which I hope:
For verification purposes, I am including the order number associated with the purchase. However, it is important to understand that this was one single order placed by my friend. SHEIN chose to split that order into three or four separate shipments. As a customer, she has no control over how SHEIN decides to package and ship an order.

Because Trustpilot only allows limited order information to be entered, I can only provide 1 order number. The fact that SHEIN divided the purchase into multiple packages does not change the fact that it was one order, placed at one time, under one account.
If SHEIN wishes to review the conversation with customer service, they can easily locate it through that order and see exactly how this situation was handled.
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!! REPLY TO SHEIN: No, they didn't. And they are still not helping.
There has been no solution in any of your replies so far.
Customer service keeps sending standard emails that completely miss the actual issue. Instead of solving the problem, they keep delaying it.
With every generic reply, another day is lost. The deadline is now only 2 days away, and she still has no practical solution. She is not going to pay for an entire order that she has not even had the opportunity to review because your customer service refuses to address the actual problem.
This situation is becoming absurd and inhumane.
Please stop claiming the issue has been resolved when it clearly has not.

My Reply to the response of Bodylab to my earlier review.
There was no space left.
---------
Thank you for your response,
but this does not reflect what actually happened.

A refund was not my request.
I clearly and repeatedly asked for a replacement of the damaged products.

Issuing a refund without my consent is not a “solution”, especially since it leaves me unable to reorder under the same promotional conditions.

Also, stating that this was done to avoid “financial disadvantage” is not correct.

I am now at a disadvantage, because I have no usable products and would have to pay more to replace them.

Regarding transport damage:
I never once claimed it was your fault.
I explicitly stated that these things can happen.
However, as a customer, I purchased from Bodylab, not from the delivery company.
Handling such situations is part of your service.

I also need to clarify something important:
I was not properly informed that a refund had been finalized.

During my communication with Angela, she initially mentioned a refund without my request, which I clearly rejected, as I asked for a replacement instead.
Later, she explicitly told me that she had been able to restore my payment.
Based on that statement, I reasonably assumed that my order would still be fulfilled.
Because of this, I was under the impression that my products were still paid for and would be delivered.
At no point was it clearly communicated to me that the refund remained final.

Only now, through your response here on Trustpilot, is it being presented as if this was clearly settled, which is not the case.

What is most concerning is that even now, my main point is still being ignored:
this is about lack of listening, decisions being made without consent, and inconsistent communication throughout the entire process.

Additionally, I was informed by another team member yesterday, that my products would be resent, yet I have received no confirmation or tracking since then.

This situation is still not resolved.
I expect a clear and proper solution, not another generic response.

---------- on the top of this review, I referred to my previous review. If you go to my profile or name you can find the full review there. There was no space left anymore to reply to yours, do I did it this way.
Contacting your customer service? I did, but you are not replying.

I found this number in one of your emails. Maybe this helps.
309X46-KJ07P
-------
Reply to your second reply.

I've contacted your customer service again, so that is 2 times since my reply here. Maybe you can reply to the 2 emails I send you.

You do realize you are proving my point here how bad the communication is with bodylab

The drivers, not a bad word about them.
Excellent and always kind and correct.

But I have a problem that the timing has changed when they deliver. Instead of the morning until 14u, itns now between 14 and 17u .....always the whole afternoon, you can't go anywhere or schedule, plan anything.
I really don't like it and it's very unpractical.

Also for Belgian people you now can have an account in the app. Great.

But why don't you make it available that if we are not at home, we can change it in the app : delivered then.....and let us choose a date.
Ppl are working. Having appointements.

So the 3 stars is for that. Not for the delivery people they get 5

I have been a loyal customer of Bodylab for many years, ordering regularly, even from two different accounts.

I have never experienced anything like this before.

Honestly, I don’t know what happened to this company, but the level of service has become unacceptable.

It started with an issue in my order, which can happen.
I stayed polite and patient.
But then things went completely off the rails.
I exchanged 14 emails in just 3 hours with customer service agent (Angela), simply because she kept ignoring the actual questions I was asking in each email, which I even had pointed out to her, which she kept ignoring.
I had to repeat myself over and over again.
That is not communication, that is exhausting.
Even worse, she made decisions without my consent, including canceling my order without me ever asking for that.
When I pointed out multiple times that mistakes were being made and asked for a simple acknowledgment or apology, I got nothing.
Not once did she say sorry.
I have never experienced customer service like that before.
Basic respect was completely missing.

Then suddenly… no replies anymore. Completely ignored.

After that, to my surprise, coz she didn't reply if she still was going to send them or not, I received my package, and both products (whey protein and creatine) were damaged. The containers were half open, powder spilled everywhere inside the box, even on the outside. Completely unusable and unhygienic. I sent clear photos as proof and asked for a replacement the exact same day.
Again, no response.

And then the cherry on top:
Without any communication, I received days later, a completely different whey protein product that I never ordered ever, and my creatine was not even replaced.
How is that acceptable?

I did not order that product.
I cannot use it.

I expect to receive what I paid for and ordered, not a random substitute chosen without my consent.

This whole experience has been frustrating, time-consuming, and honestly shocking.

From 14 emails in 3 hours, to being ignored, to damaged products, to an incorrect replacement… this is not the Bodylab I used to know.

Something has seriously gone wrong here.

I expect proper resolution, but more importantly, other customers should be aware of this.

And I don't want Angela to handle my emails and my orders again.
Enough is enough.
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UPDATE : MAY 5, 2026

After my original review, I finally received a reply from customer service (Angela), but the situation has only become more concerning.

I clearly requested a replacement for the damaged products.
Instead, again, a refund was issued without my consent.
I was not informed properly, and earlier communication even suggested that my payment had been restored, which led me to believe my order would still be fulfilled.

Now I am being told that nothing further can be done because a refund was issued.

This completely ignores my original request and leaves me unable to reorder the same products under the promotional conditions I initially used.

Additionally, I was told that damage during transport is “not their responsibility,” even though I, as a customer, have no contract with the delivery company.
Those companies have contracts & insurance with the delivery companies. I never told Bodylab it was their fault the items arrived open and spilled out in the box. I told them those things can happen during transport and they should deal with this with the transportation company.

At this point, the main issue is no longer just the damaged products, but the lack of listening, inconsistent communication, and decisions being made without customer consent.
Very disappointing experience.
--------- my reply to the response of bodylab. May 6th see other review coz there is no room here anymore.

I am beyond impressed with Stylla Calmness, both for the product itself and for the absolutely outstanding customer service.

From the very beginning,
the delivery was fast, and the team has been incredibly helpful, friendly, and genuinely caring.

When I had a problem with the pipette because it arrived broken, they responded immediately and handled everything with kindness and professionalism.

What truly stands out too is the speed and quality of their communication.
You do not have to wait days for an answer.
They reply quickly, clearly, and always with warmth and a real willingness to help.
They immediately search for a solution and take action.

This is exactly how customer service should be, and I honestly wish more companies in the world were like this.

The product itself is also amazing.
In just a short time, my kitten, who had a very traumatic start in life and was extremely anxious, has already shown remarkable positive changes.

I have already recommended this company to other cat owners, and I will absolutely remain loyal to a company that treats its customers with such respect and kindness.

For me, this company deserves far more than five stars.

Always friendly, always delivered.
As I live in Belgium I can't adjust that much on the website.
It would be great though if I could adjust the date for ex when I'm not home.
Since as of lately, the hours it arrives have changed to the rest of the afternoon. Like btw 13u and 17u for ex. Which means I often have to cancel appointments. Coz that's a lot of hours.
That's half a day gone, waiting.
If it arrives earlier, great, but the appointment is lost.

Sadly I can't give a minus 10 star review or I would have.

Update on my previous review.

I bought a calming supplement for my 6-month-old kitten. After about a week she stopped eating properly, started vomiting and stopped playing completely.

For a kitten of that age this is very serious.(Any cat actually)

I stopped giving it and within two days my kitten started eating and playing normally again and the vomitting stopped.

So she clearly could not tolerate the supplement.

I contacted the company expecting normal customer service, especially because their website advertises a big “90 day money-back guarantee”.

Instead of helping,
they sent me a very formal email with an official guarantee claim form and strict conditions.

It honestly looked like I was filing some kind of legal case instead of asking for customer support.

They basically expect you to continue using the supplement for almost 90 days to qualify for the guarantee.

They don't care if your pet in the meantime gets sick from their supplement.

Also it means that I have to buy 2 more packages from their awful company to continue the 90 days guarantee!!!
Unimaginable


No responsible cat owner is going to keep giving something that makes their kitten or any pet vomit and refuse food just to satisfy a marketing condition.

When I refused to fill out their legal-style form, instead of doing what any good customer service would have done: refund asap,.....they simply replied that my request does not meet their conditions and that the case is now “definitively closed.”

So here is my advice to other cat owners:
Do not rely on the 90-day money-back guarantee you see on their website.
If your cat reacts badly to their supplement, don’t expect understanding or normal customer service.

A company that claims to love animals should care when a 6-month-old kitten gets sick after using their product.

In my experience, they don’t.

I will never buy from this company again and I strongly advise other pet owners to be very careful before ordering.