We had a terrible experience when buying an expensive TV set (worth 2800 EUR) through Sony's official webshop in NL (sony.nl). See the timeline of what you could expect if you buy anything in this webshop:
- Just after the purchase I was unable to track the status of my order on Sony's online system. The links were broken. The tracking number that we got by phone from Sony's customer service was not recognized at all by the logistics provider (Dynalogic). From the beginning neither Dynalogic nor Sony had any idea of the status of the order.
- The automatic email that we got after the purchase said that we would be contacted within 3 days by the logistics provider to arrange for the delivery of the TV. We were never contacted and 1 week after the purchase we contacted Sony's customer service.
- During the following week we exchange several calls and emails with Sony's customer service. In every case the staff that attended us continuously failed to give us any information. Not only that but also continuously failed to call/email back when they said they would. At some point we were even told to try to sort out the problem with the logistics provider ourselves (!). My wife was nice enough to call herself several times to Dynalogic to just be told every time that our order was not in their tracking system.
- More than 10 days after the purchase we had absolutely no info as to when it would be delivered. Only after telling Sony's customer service that we wanted to cancel the order they admitted to us that the TV was lost. They also told us that we could not cancel the order until the TV would be found and that this could take 10 working days (!). I told them then that in that case I would exercise my right to return the TV as soon as it would be found. This didn't change their view that I could not "cancel" the order until the TV would be found.
- When the TV was finally found (just 1 day after I explicitely told them that I wanted to cancel) we told Sony's logistic provider (Dynalogic) that we did not want it any more and that we rejected the parcel. Thus the parcel never reached our home and we were told by Sony's customer service that we would be refunded "automatically".
- 10 days after we notified Dynalogic and Sony that we were rejecting the TV we had not been yet refunded nor contacted by Sony to explain the delay. I contacted at this point Sony's customer service to get information on the status of the refund and to remind them of the 14 days legal limit to refund our money. I never got a reply to this email.
- 14 days after the withdrawal notification I contacted by phone Sony's customer service. I was told that I would be contacted by email shorly. By email I was then informed that the TV got lost (again...) while being returned from Dynalogic warehouse to Sony's warehouse and that they could not refund me until the TV would be found ("probably" in a few days time). I emailed back explaining the legal requirement of 14 days to refund, and that since we never received the parcel Sony was responsible for the return of the TV and therefore there is no exception in the consumer law for the 14 days limit. I asked for confirmation that they received this email, but never got any.
- 15 days after my last email I called their customer service again. Literally the person on the phone told me that he had no idea why the money had not been refunded and that he would "reopen" the case. I guess for Sony.nl the case was already closed: they got the money and the TV so why not. I asked him to send me an email stating exactly what he told me on the phone, and he promised to do that right away. Of course I didn't get any email. I sent a reminder email, but didn't get any response to that either.
- It has been now 30 days since the withdrawal notification and it is becoming increasingly clear that Sony is planning to not return my money (or even return my emails) unless a court forces them to do so.
- FINALLY Sony.nl has refunded my cancelled order. I cancelled the order on January 23, 2015 and I have got my refund on March 13, 2015. Almost two months delay. According to the European consumer law an online retailer must refund a cancelled order within 14 days. But, aparently, for Sony both its consumers and the law are completely irrelevant.
Summary: Never again Sony. Not worth the risk.
Claim your business profile now and gain access to all features and respond to customer reviews.
Sony heeft de allernieuwste camera's, HD-TV's, Blu-ray Disc-spelers en Sony DVD-producten, digitale camera's, MP3-spelers, laptops en nog veel meer. Geniet van de nieuwste technologie van Sony.
