Ingmar Zantman

Review of Van Den Heuvel Logistiek B.V.

On Thursday 01-10, me and my partner ordered a rug...

On Thursday 01-10, me and my partner ordered a rug through Fonq. Although we had placed the order before 17:00, it would not be delivered the next working day (as indicated on the website). This would initially be delivered on Monday. Here we also received confirmation on Monday that it had been delivered, without us receiving anything; very strange. After an email and conversation with customer service on Wednesday, the information surfaced; we live in the center of Dordrecht with narrow streets, so last Monday the truck could not store its belongings anywhere. In this conversation it was also said that the rug would be delivered on Thursday 8-10 with a smaller car. So now 4 days of waiting have passed. On Thursday my partner was home from work all day for the delivery. The link for the track & trace code did not reveal any delivery time. Yesterday my partner called at 13:30 for the expected delivery time; this one would be around 15:30. After waiting until 5:00 PM, my partner called again; then we got the not so nice news that the delivery was again not successful; this time because of the time period that failed. The employee on the phone indicated that the rug would be delivered on Friday 9-10. If we saw no delivery time before 09:00 via the link "Van Den Heuvel Delivery", we had to call again. This also happened. I called on Friday around 9:30 am to ask when the delivery was, and whether it could be said with certainty that a rug would be delivered. After insistence on our part, the customer service employee contacted Van Den Heuvel Delivery for the exact delivery time. We received this some time later by e-mail; between 15: 30-17: 30. People have been present in the house from 11:00 in the morning. There has not been a single bell. After waiting until 6pm, there is still no rug inside. So all in all there are; 4 phone calls, 2 emails, 5 days of waiting (including taking time off from work) and no rug. Very Disappointing! We canceled the order and filed a complaint (in the evening).
Fonq's response time (early in the morning) also indicates that we received a standard message for this complaint. With as compensation a discount code of 10, - on the next order. I find this easily dismissed. Think this is bad advertisement for both Fonq and Van den Heuvel delivery!