Coolblue Amsterdam Zuidas — Local services in Amsterdam

Unfortunately I got several problems, from the new laptop that was broken and they had to replace it, to the fact that they promised they would called me when some software was installed but they didn't call at all. Addditionally, I had to go to service desk several times along more than 1 month to get sorted out everything and had to wait litteraly more that 1 hour every time because the solution were always complex. Moreover, every time the service desk was taking notes of all the issues of my laptop/software on their terminals but then the following time I was going to the store, the service desk was never reading their notes on their terminals but asking me the full story again, which service they had to do, which problems my computer had, etc. Also, a person at the service desk was saying that was my fault that they couldn't install the Microsoft package in the new computer because I didn't insert the right email/password into the system but, when I came back another day, I was lucky to find another peson at service desk that found out that reason was a technical problem created by another colleague before that didn't uninstall properly the Microsoft package from the broken computer, so it could not been install in the new one and that instead my username/password were correct. If I wouldn't find this person at the desk, I would still have this problem now after months thinking it was my fault. Moreover, to solve this problem, I have also to thank you my girlfriend that asked to the person at the service desk to call the service of Microsoft because this person was not taking the initiative himself to call this center, like to say "it's up to you to call them whenever you want next days" and I m not sure I would have been able to sort out this problem on my own by phone. Finally, one day the shop was closing and while I was speaking with the person at the service desk, this person forced me rudely to leave the store because it was time to close the shop. I suggest to not buy...

BE WARNED! I made the effort to go to a Coolblue store instead of simple ordering online to make sure everything was going to go smoothly. At the store I bought a new washing machine and specifically asked whether they would pick-up the old washing machine for free - they assured me they would do so several times. I also got that in writing. As I was working, a friend of mine received the washing machine when it was delivered and told me that they refused to take the old washing machine as there was still water in it. This is 100% not true (I made sure of that beforehand) and I assume they were simply looking for a way to refuse having to carry down the heavy thing. As soon as I heard, I called customer service. They told me the washing machine should have been picked-up and that they would send me an e-mail with the new pick-up date. They never did. Then I called again, informing them I was going to go on vacation in 2 days. The woman on the phone then gave me a pick-up appointment for this morning. The washing machine was supposed to be picked up between 8:03 and 9:03, so I had been waiting for them from 7:45 on. They never rang the door bell. At some point, I checked my phone and saw that I got an e-mail that they apparently missed me at home. I called them and asked them to come back (the e-mail had been sent 10 minutes ago), they said it wasn’t possible. So I called customer service again. Irrespective of my story, they were not able to organize a new pick-up date before my vacation. Then I asked them to cancel the purchase, which was also not possible as they need to pick-up the washing machine within 30 days (and my vacation is longer than that). All in all, I’m stuck here now with a washing machine I don’t want anymore, an old washing machine they promised me to take care of and I was never even apologized to once....

Dear Coolblue,

We recently purchased a TV from one of your stores and were told we had 30 days to exchange it if we weren’t satisfied. After 5 days, we decided to exchange our 65-inch TV for a 55-inch model. The store assured us that the old TV would be collected and the new one delivered and installed the following day.

Unfortunately, the process has been repeatedly mishandled.

The first delivery driver brought the smaller TV, but was not prepared to do the installation, or to collect the old TV. After I explained the arrangement, he organized for someone to come later that day.

When the installer arrived, he was unable to repackage the old TV because disassembly required two people. He then arranged for an installation team to come at 15:30, but nobody arrived, nor did we receive any communication.

My wife contacted customer service and was told the team had gone home. Another appointment was set for the next day.

Instead of an installation team, a delivery team arrived, meaning the old TV could not be disassembled and the new one could not be installed.

At this point, my patience and trust in Coolblue have run out. While all the staff we dealt with were polite, there are serious issues with procedures and communication within your organization. I have now wasted three days trying to resolve what should have been a simple exchange, and the issue remains unresolved.

I ask that you take immediate action to resolve this matter properly and review your processes to prevent this level of incompetence from happening...