kruidvat.nl

Complaint

I ordered 3 vouchers of "4-DAAGSE STEDENTRIP MET VLUCHT EN VERBLIJF" on 22nd of September. Later on when I tried to use it, I found a minimum of 2 travel people is required. It was not easy for me to find a second or third person to travel at the same schedule, so I made a phone call to (0318)798001 on 7th of December and inquired if there is any solution.A madam asked my order number, personal account and some other information for verification, and then informed me that I will get my refund in three weeks. After three weeks I didn't receive any refund, so I made a phone call to (0318)798001 on 31st of December again. To my surprise, the lady who picks up the phone said she didn't find my request on your system. She said she will look at the case and give me reply later on that week. On 6th of January, this lady wrote me an email, saying "We cannot find a request from our system. It was never known to us that you want to return the city vouchers. The official withdraw period is 14 days, so it has expired. Unfortunately we cannot do anything for you." It made feel surprised and annoyed, not only because I got different answer, but also the city voucher has expired on 31th of December: I cannot neither use it, nor get my money back. If I have been informed that it is not possible to refund at the first or even the second call, I would anyway find a way to consume the vouchers, which spent me €387, instead of falling into the long waiting time and let them expired. so I made a phone call to to (0318)798001 again immediately, explained the whole situation. Your colleague answered my phone and said will report the case to his manager. On 15th of January I got his reply, informing me again the official cancelation date has passed, and it's not possible to give me refund and cancel my order. Still no solution. It is a very irresponsible way of Kruidvat of doing so and also very unfair for the customer!

Date of experience: Jan 16, 2020