Mid September, upon arrival, I discovered my luggage had been damaged in transit. I reported the incident at the airport and I was advised to contact Dolfi1920. Which I did so, within a few hours of arrival. I was asked my date of departure and my contact number.
Two days later, a courier collected the luggage.
One week later, I called for an update. Most times, when I call Dolfi, I would have to be placed on hold for an average of 15 minutes. I was informed that likely my luggage was repaired and they would confirm the following week.
Receiving no update, I called Dolfi on the following week. Over 2 weeks had passed from when I had first contacted Dolfi. I was informed that my luggage was deemed not repairable. I was offered a choice of a Travelite without additional cost or a Titan at an extra 40 euros. I selected the Titan. I did not receive a confirmation, so I called later in the afternoon. I was informed that the Titan was out of stock and now I was offered a Travelite Colosso without additional charge or a Travelite Elbe for an additional 30 euros. I selected the Elbe. I wrote an email to this effect.
I had thought the matter settled. When I called 2 days later, I was informed that the Elbe was out of stock, and Dolfi had ordered for me the Titan. And that it would take 6-7 working days to arrive. I reminded Dolfi that I was due to depart the country only 4 days, or 1 working day from then. They said they would discuss this with their manager and get back to me.
Just before 5pm, they called and informed me that they were unable to replace my luggage before the departure date. And they would refer the case back to the airline. And likely I would be recompensed an amount that Dolfi would advise the airline, based on what they think the luggage is worth.
Now. Please understand. At 5pm on a Friday, with the next day a Public Holiday, I had little to no time whatsoever to look for luggage. On Monday, I had to work. By only informing me at the last minute, even after I had been constantly been in contact with Dolfi, I had been put into a situation were I had to locate a luggage within a few hours on a Friday evening.
I did manage to locate a bag, but as the selection was extremely limited, and the time extremely short, I was forced to purchase a luggage that was ugly, barely presentable, in lurid lime-green, for a price I found exorbitant. It is so bad, I have no wish to store it in my house.
My 2-cents:
DO NOT USE DOLFI1920! I found the company incredibly inefficient, incompetent and outstandingly unprofessional! Imagine if you sent your suit to the laundry for an event, and on the day of the event, the laundry service informs you that they lost your suit, but they will recompense you an amount they think your suit is worth. Maybe, sometime in the future. They have no sense of responsibility. They took effectively 2 weeks to decide if the luggage was repairable. They offered options that were not even feasible, because it was not in stock and the departure date.
With the exception of the last day, each and every telephone contact I have had with them had to be initiated by myself. Each time the status had changed, they did not bother informing me either by phone or by email. They do not seem to know pertinent information, like which luggage they have in stock, if the luggage is repairable and so on. Each time, the person on the other line would say "I need to check with the warehouse." or "I need to check with the workshop. Give me 1 to 2 days." And once. "I have sent them (the workshop) an email, let's see what they will reply.".
How can such a company continue to operate?! I can only conjecture they offer the airlines a service that the airlines are unwilling to perform, at a lower cost than all competitors. To detriment of all affected passengers. read more
