I am writing to formally express my dissatisfaction with the experience I had today at your store regarding the scooter I ordered.Before placing the order, I personally visited your dealership to clarify how the license plate registration process would work in my case, as I do not have a Dutch ID and am an international resident. I showed your colleague an official email from the RDW explaining that I would need to obtain a BRP form from the municipality and take it to the nearest RDW office – which, for me, is in Almelo. I asked very clearly whether I would be able to receive the scooter and then go to the RDW with the necessary documents to register it under my name. Your colleague confirmed this, saying that once the scooter arrives at the store, I could pick it up and then go to the RDW to complete the registration.However, today when I came to collect the scooter – after making the full payment – I was left waiting for a long time, only to be told in the end that I must first complete the license plate registration before taking the scooter. I was then informed that your colleague had made a mistake, and that this was not actually how the process works.I am extremely disappointed by this situation. Not only did it waste a considerable amount of my time, but it also left me feeling misled. The attitude I encountered gave me the impression that your company prioritizes making a sale – even if it involves giving incorrect information – and then takes no responsibility for the confusion caused. There was no proper apology or solution offered, and I left with a very negative experience of your service.This situation has caused me a great deal of frustration and I sincerely hope you will take my complaint seriously. I expect a proper explanation and some form of acknowledgment of the inconvenience caused.
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