For those of you who live in Switzerland and who would like to contribute to a family company, this…read morereview is for you. We wanted to buy a nice massiveholz/lackiert table for our reading room and we didn't want to buy a cheap IKEA-type furniture. Following is our story:
1. We haven't done any research on this company prior to our online purchase. BIG MISTAKE #1.
2. Their website is designed very professionally. Every item looked so good. We naively assumed that what they will produce will be at the same quality, given the high prices. BIG MISTAKE #2.
3. They are based in Germany. And they work with a logistics company, which visits Switzerland once a week, on a specific day, which makes it very difficult for people who work full-time to arrange the delivery. It took us weeks to arrange a proper date and time-interval.
4. About 2.5 months after the purchase, we received the wrong table. It was not just a simple mistake: the table model was wrong, the dimensions were wrong, everything was wrong. What was worse? The 'wrong' table couldn't be mounted because it lacked some parts and holes. In addition, the logistics company wouldn't be able to take it back to Germany, because they need proper documentation for customs. What did Holz say? After multiple attempts of trials, we managed to reach the customer services. They claimed that another customer received our table. However, they claimed that it wouldn't be possible to easily correct this, and they would have to produce our table from scratch. ANOTHER 2 months. And of course we didn't buy their story. Each of my wife's interaction with the Holz customer service ended up with frustration because the customer representative is not capable, not attentive, and not professional.
5. After 17 weeks of our initial purchase, we received the 'right' table: The tabletop is bent. The surface has rough spots even though it is supposed to be nicely varnished. The drawers are not perfectly aligned.
After paying 1'600 CHF for a 140*70*76 cm table, a customer is entitled to expect a very high quality product.
Thanks Holz Connection for this wonderful experience! To be able to handle your incompetent customer service, we started exercising to get rid of our anger. So thanks to you that we are getting healthier.
Instead of deleting the customers' reviews on your Facebook page, try to hire the right people for your customer services and try to increase your quality control.
If Holz connection is reading this, and they solve our problem soon, I will increase the rating. But for the time-being my rating is not even 1-star. It is minus 5!