Misleading Product Description and Unacceptable Customer Service
I am extremely frustrated with my recent purchase and the customer service experience I endured. I ordered the Giardimo LAB Retro table in blue, but what arrived was a dark petrol color, not at all like the bright blue shown on the website. This isn’t a minor issue; it’s a significant misrepresentation. When I reached out to customer service, their response was disappointing and unreasonable. They informed me that returning the item would involve a 5% restocking fee due to it being opened, as well as additional shipping costs. The offer of a 50% discount was wholly inadequate given that the error was on their end. It’s outrageous to expect customers to cover costs or accept a reduced refund when the fault lies with misleading product imagery. Furthermore, I was told by the customer service that “blue” on the website could mean anything, quote "blue not light blue nor dark blue" which is a ludicrous excuse for the mismatch. Not mentioning later I discovered that this issue has been raised by other customers over the past two years, yet remains unresolved. This reflects poorly on the Galaxus’s commitment to accurate product representation and customer service. After a stressful and unnecessary back-and-forth, I did receive a full refund, but the entire process was handled poorly. I have spoken with several friends and family members, and they are equally astonished not only by the color mismatch but also by the poor handling of this situation by the customer service. They were appalled by how Galaxus trains its employees to deal with customers when the company is at fault. Based on this experience, we will strongly hesitate to purchase from Galaxus in the future. I strongly advise potential buyers to be cautious and consider alternative options. Galaxus needs to seriously address these issues or risk losing more customers.
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