Ana Clara Marques Nolasco

I am extremely disappointed with the service I received from Coolblue.

I purchased a washing machine and dryer set and paid extra for delivery and installation. In order to receive the delivery, I had to rearrange my schedule and cancel important meetings to make sure I would be home and available. Despite this, the delivery team still arrived around 10 minutes late.

I personally witnessed the entire unloading process, and the way the delivery team handled the appliances was shocking. They were extremely careless, placing the machines on the floor almost as if they were throwing them down instead of handling them properly.

The washing machine arrived without any packaging and wet, both inside the machine and tubes. When I questioned this, I was told that machines are tested at the factory and that is why they arrive like this. I am honestly not convinced by this explanation, especially considering I purchased a brand-new product.

Things got even worse. The dryer got broken while being removed from the truck (obviously), and I was simply told that it had arrived broken and could not be delivered. I was looking everything from upstairs.

Once they brought the washing machine up to my apartment on the 7th floor, I specifically asked them THREE TIMES to be extremely careful with the door frames because my renovation is still ongoing and the paint on the doors was freshly finished. Less than five minutes later, one of the installers hit the door frame, damaging work that my contractors had spent an entire day completing.

But that was not enough. Instead of placing the hose on top of the machine to move it safely down the hallway, they placed it against the wall and dragged the machine along the entire corridor, potentially damaging my newly finished walls.

Is this really the level of service customers are expected to receive after paying a premium price?

And here comes another problem: the dryer is now out of stock. I will have to wait at least another week for a new delivery — assuming it actually arrives in one week. The question is: will it be delivered in the same careless way?

If this is the standard of service, I want my money back.

I chose Coolblue because it was highly recommended to me, and I expected a professional and reliable experience. Instead, I received careless handling, poor communication, a damaged product, and additional stress during an already demanding home renovation.

I called customer service and waited more than 30 minutes to hear: “Sorry to hear that.”

So far, I have been the one chasing updates about my order. Not a single person from cool blue has proactively contacted me to provide an explanation, an update, or any kind of support.

Who will be responsible for the costs and delays caused by this situation?

I am currently renovating my entire home from scratch, and I still have countless things I need to purchase. After this experience, I will think 700 times before ordering anything else from this company.

Extremely disappointing.

I was very well attended, two persons there were very sympathetic, the service was very good and quick