Refund refused

Hello,I hope you can help me with my problem if I write you in English.We bought an oven from bol.com. We were not happy with its quality and decided to send it back. We have packaged the product with the same materials they have: foam and plastic, and did not damage to the product when taking it back to the collecting point. A week later they tell us they can't accept it back because it got some damages from the transport back and we did not package it well.I am afraid we are not responsible for the way their partners handle the product and we should not pay for their irresponsibility. If they would have sent the product in a box, I would have sent it back in a box. It was not mentioned in the instructions on how to send the product back, that they want to have it packed in special plastic or any other material.Can you please advice on what I can do now?Thank you!

DATA NOT AVAILABLE

Hello,I don't know why I've received my complaint message back from Bol.com, no feedback or follow-up has been included in there, maybe it is just a confirmation they have received it.Anyway, I'll repeat my main point above: since no clear instructions have been given on their preference on how to package a product when sending it back and the damages have been done by other 3rd parties involved in the transportation, I think it is very unfair for me not to get the refund. What is more, if DPD would have refused to pick up the package when noticing the packaging is not up to their standards, I could have tried to improve it, but no warning has been given. But not providing the information/warning, damaging the product, and then asking for the client to pay the consequences is really outrageous!Thank you and looking forward for an answer to my problem.Madalina

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Dear Minut,As soon as you send a product back to bol.com or one of our partners the responsibility of delivering it back in good order, is yours. Therefore it is not possible to but the responsibility at the third parties such as delivery services.Just as my collegeaus have mentioned, the microwave arrived severely damaged. Therefore, it is not possible to return the money to you.Kind regards,Gwenbol.com klantenservicewww.bol.comAls je vraag hiermee nog niet voldoende is beantwoord, dan kun je dit aangeven in antwoord op dit bericht.---- Original Message ---- [:www.test-achats.belainte/conditions-d-utilisations] [:www.test-achats.be/nt/nc/institutionnelrivacy]

Hi Gwen,Can you please indicate where in the returning steps it is indicated that the entire transport back responsibility is mine? And how could this even be possible? This means it is always the client's fault, regardless of how the transport company does it's job, which is nonsense and I'm sure the customer protection company will have a saying here.Again, I mention: I have not damaged the product, the people who have should pay. If they did not like the packaging, they should have not picked it up. Simple as that. Sorry, I am afraid I cannot accept this as a reason for you to refuse my refund.Thank you,Madalina

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Hi Gwen,I come back to you with the request of indicateing where in the steps for returning the product is it indicated that the responsibility for how the product is transported back is mine? Also, where are the instructions for how I should have packaged the product when sending it back? I am very interested in finding out this, as I've been mentioning for a week now, I do not consider myself responsible of what happened with the product on the way back and I should not be held guilty for it. If bol.com is an honest company, they would admit this too and hopefully improve their services: offer complete information on the returning steps, have a better delivery system that would not break products. I'm sure this would help all your current and potential clients!In the meantime, I'll be looking forward for your reply.Thank you,Madalina

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Hi again,Just a reminder that I'm still waiting for you to indicate where are the instructions/warnings about "accepted packaging" or the fact that the transport back of the product is the responsibility of the client.I consider this is information of high importance since clients *risk their money* otherwise, like in my case: no product and no money back.But since instructions have not been communicated, you can't accuse me of not respecting them and punish me for something I have not done.Thank you,Madalina

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Hello Bol.com, should I understand from your silence that actually there are no instructions/warnings about "accepted packaging"? Or the fact that the transport responsibility belongs to the client, and not to the delivery company? In this case, may I please have my money back? It's been already a few weeks since I'm waiting for you to fix this problem and I see the solution chosen is silence — not the best client treatment.It's obvious I have no fault here, so the easiest solution now would be for me to get my money back and for you to make some changes in the way you treat clients, before it's too late.Thank you and still looking for your reply,Madalina

Hello Bol.com team, I would really appreciate some feedback, you've not replied in a few weeks now.I come back with the request of answering to my questions above.Thanks,Madalina

---- Original Message ---- From plaintes@test-achats.be To klantenservice@bol.com Subject Plainte: Refund refused (CPTBE00523777-74) Date Tue, 30 Oct 2018 16:50::15 GMT Plainte: Refund refused (CPTBE00523777-74) Madalina Minut a répondu à votre email. Gérée via A propos de nous Refund refused BOL.COM Date 30/10/2018 16:50:14 De Madalina Minut À BOL.COM Message Hello Bol.com team, I would really appreciate some feedback, you've not replied in a few weeks now. I come back with the request of answering to my questions above. Thanks, Madalina Justificatifs Pas de pièce jointe Nom du client Madalina Minut Référence client BOL.COM 4905748270 Adresse du client Avenue Ernest Masoin 43 1090, JETTE Description de la plainte Hello, I hope you can help me with my problem if I write you in English. We bought an oven from bol.com. We were not happy with its quality and decided to send it back. We have packaged the product with the same materials they have: foam and plastic, and did not damage to the product when taking it back to the collecting point. A week later they tell us they can't accept it back because it got some damages from the transport back and we did not package it well. I am afraid we are not responsible for the way their partners handle the product and we should not pay for their irresponsibility. If they would have sent the product in a box, I would have sent it back in a box. It was not mentioned in the instructions on how to send the product back, that they want to have it packed in special plastic or any other material. Can you please advice on what I can do now? Thank you! Solution souhaitée Un remboursement complet Valeur monétaire contestée ¬ 0,00 Méthode d'achat En ligne Justificatifs Screen Shot 2018-10-05 at 18.22.17.png 20181005_153957_resized.jpg 20181005_154002_resized.jpg 20181005_154154_resized.jpg Merci de noter que: Cette plainte n'a pas été modérée par Test-Achats et aucun avocat n'a été impliqué. Cette plainte est publique Les plaintes peuvent etre rendues privées ou publiques à tout moment par le consommateur. Si la plainte est rendue privée, elle ne sera pas visible sur notre site. Regardeze votre plainte . Consultez toutes les plaintes publiques sur notre Liste des plaintes Veuillez répondre à cet e-mail normalement. Merci de laisser le code-ticket ci-dessous inchangé en répondant à ce message. CPTBE00523777-74 Cordialement, Test-Achats

Hi bol.com team,Please note my patience has reached its limits and, as I've written you in the email too, from now on it's gonna be the European Consumer Centre that will deal with you in this matter.I hope your clients will realize the lack of quality in your client service and will make the right decision of going for something better.Cheers,Madalina