We ordered 2 x fatbikes on 29 May online. Paid cash. The website states 10 working days for delivery at you nearest store, our store was Almere Stad. After almost two weeks passed the Almere Stad store phoned us and asked if we want to change the v8 fatbikes to v20 fatbikes because they dont have stock anymore. We replied to their email saying "No" we want the fabikes we ordered as the website said they have stock.I phoned their head office and spoke to a lady that told me the container wil arrive the following week and that we can pick the v8 fatbikes up the last week of June or the 1st week in July. On 1 July we went to pick up the fatbikes and when we got to the store they prepared the v20 fatbikes which is more expensive and the same fatbikes we said "No" to. I phoned the head office again and they said the container is delayed and my wife can ask for a refund if we dont want to wait any longer. This was on 4 July, after 37 days no fatbikes. Not one time did anyone from La Souris inform us about the delays, we had to phone them every week. I spoke to a supervisor and asked for a refund. She promised me that the refund will be processed before end of business on 4 July. My wife replied to their refund email and send her banking details. Tge supercisor promised me 10 working days for full refund. I phoned on Wednesday 23 July after 13 workings days (19 days total) and asked where is the refund. We purchased other fatbikes from a Fastbikerz and we received in 4 working days. Now we need our money and no-one is replying to our emails and when I phone the head office customer service tell me there is a delay again. They do not communicate with us as the customersl and they are arrogant when you phone and ask for the money. This has been a very poor experience with La Souris. The have the poorest customer service I have ever experienced in the Netherlands. All we want is our money back, €1295 and it is already 26 July (22 days after refund request). This is alot of money and we need it back URGENTLY! *Update based on this mornins response* Nadia, I made it clear in my review that I want my refund not any fatbikes from La Souris. Please arrange for my refund to be paid today 28 July 2025 as was requested on 4 July already. The waiting period is already too long and we dont want to wait any longer.
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