“The order arrived incomplete and to make a complaint I need an account created in their website. Because I didn't have one, I have no way of contacting and getting a refund.”
“Je ne suis pas du genre à laisser des avis mais là, je suis obligée d'alerter toute personne pensant commander quelque chose chez SKLUM.
L'échange que j'ai eu avec eux est tout simplement lunaire. Il s'agit du pire service client jamais rencontré et incapable comme j'ai rarement vu !
Le 19/11 je commande 4 chaises pour un montant de 357,45€ (j'ai bénéficié de l'offre Black Friday).
Depuis le 28/11, le site de suivi de mon colis indiquait la même chose "arrivé à quai à Gennevilliers".
Alors que leur site internet annonce "en stock, livré en 5/6 jours", je les contacte le 6/12 pour savoir ce qu'il se passe car je n'ai toujours rien reçu et rien à bouger sur le site de suivi.
Préparez-vous la suite est ha-llu-ci-nante !
Leur première réponse : inutile puisqu'elle me redonne toutes les infos que j'ai déjà et qui sont justement la raison de me prise de contact.
"Bonjour Camille,
Je vous informe que votre commande COXEJIRIM a été confirmée le 19 novembre 2023 suite à la réception de votre paiement de 357.45€.
La préparation de votre commande a commencé le 20 novembre 2023. Le 21 novembre 2023, votre commande a été expédiée. Vous pouvez suivre l'état de la livraison de votre commande en utilisant le lien de suivi suivant : Suivi de la commande.
La livraison se fait généralement en 5 à 7 jours ouvrables, ou en 7 à 10 jours ouvrables pour les commandes palettisées.
N'hésitez pas à nous contacter si vous avez besoin d'informations supplémentaires.
Rosabel C. | Service Client SKLUM "
Je réponds à ce mail - sans retour de leur part. Je les relance, réponse reçue :
"Bonjour,
Tout d'abord, nous vous remercions de nous avoir contactés et nous vous présentons nos excuses pour ce qui est arrivé à votre commande.
Nous ouvrons la réclamation à l’agence de transport, merci de nous indiquer si vous désirez le renvoi ou le remboursement.
Nous restons à votre disposition pour toute question.
Cordialement
Equipe SKLUM"
Bien évidemment je m'indigne et je ne me satisfais pas de ce retour.
Troisième mail de leur part en réponse au mien:
"Bonjour
Tout d'abord, nous vous remercions de nous avoir contactés et nous vous présentons nos excuses pour ce qui est arrivé à votre commande.
Malheureusement il est impossible de faire un renvoi avec une livraison le 22/12, nous procédons au remboursement après la réclamation à l'agence de transport, nous ne pouvons être sur tous les suivis des commandes de nos clients, comme geste commercial nous vous proposons 10% pour une prochaine commande sans motant minimum et sans date d'expiration.
Nous restons à votre disposition pour toute question.
Cordialement
Equipe SKLUM"
Dans ce cas de figure, quand vous sentez que le vendeur ose vous prendre pour une imbécile sans même s'en cacher, forcément, on sort de ses gonds !
Pour que vous ayez toutes les infos, voilà ce que je leur ai répondu :
"Bonjour,
Je dois tout simplement être en train de rêver !
Le culot de me sortir "nous ne pouvons être sur tous les suivis des commandes de nos clients" - je devrais vous plaindre de ne pas avoir de CRM vous alertant des anomalies / problèmes sur les commandes de vos clients peut-être ?! Travaillant moi-même dans le service client, je peux vous dire que cette excuse est : 1- irrecevable et 2- inacceptable !
Où est cette commande soi-disant réceptionnée le 28/11 à Gennevilliers ?! Si elle n'est pas là-bas, où est-elle ?
Si vous dites que la LIVRAISON ET NON RELIVRAISON n'est pas possible pour le 22/12 max, cela signifie donc qu'elle n'a en réalité jamais été réceptionné à Gennevilliers et que vous vous enfoncez donc encore plus.
Et votre site internet indique "en stock, envoi en 5/7 jours". DONC vous mentez en plus de cela !
Et votre soi-disant geste commercial, c'est également du foutage de gueule !
Mes 4 chaises ont été payées 357,45€ le 19/11 et me couteraient aujourd'hui 447,79€. Donc ce 10% ne me feraient même pas payer moins cher que ma commande initiale !
(je leur ai ajouté une capture d'écran du montant qui s'affiche actuellement sur leur site)
C'est HORS-DE-QUESTION que je me satisfasse de cela ! On parle ici de : mauvaise foi, incompétence et arnaque !
Je vous conseille de revenir vers moi au plus vite avec des solutions autres !
C.L.
Quand en plus je lis les autres commentaires et que je constate que d'autres personnes ont payé les frais de leur incompétence flagrante... je suis hors de moi !
Travaillant dans le milieu de l'influence (service client dans ce domaine), je peux vous dire qu'ils travaillent avec des influences (majoritairement espagnoles car eux-mêmes sont espagnols) et vous voulez rire ?
Quand ils vous proposent un rabais de 10%, dites-vous qu'ils se foutent de vous, car les influenceuses en question ont des codes permettant d'avoir +15%.
J'attends leur réponse à mon dernier email.
Il y a de fortes chances que je le publie aussi.”
“I ordered a set of 4 chairs - the chairs arrived with rust on the legs so I filed to return. I was asked to send photos i sent many photos on different occasions of each chair with rust on the legs. today I was told I didn’t send the right ones and I wouldn’t be getting a refund. It’s very frustrating as per sklums return policy I am entitled to a return if I am unsatisfied with the product which I am , however they are declining me one. They have no reason to decline me at all just being difficult. I would advise to order from a different company a more reputable one with customer service agents that can actually help! Now I’m stuck with 4 chairs full of rust that I don’t want to use in my house , very very disappointing.”
“Probably the most horrible experience I had with ordering ever. I ordered tons of items. Some were not available straight away. One of them was available in 4 months time. Stupid me, I thought they would ship the missing items later on. They never informed me they would ship every thing in 4 months (that information was hidden somewhere on their website). When after 2 weeks I heard nothing from them, I tried contacting them. They were extremely rude and unhelpful. I tried canceling the order for the items that were stalling the whole process. Meanwhile I realized I ordered two from the same item. They only cancelled one item, and wouldn't cancel the other one. I probably received my order in maybe 3 weeks time (instead of cople of working days). If I didnt spend days on phone and e-mail, I wouldnt receive it not even in 3 or more weeks. Once they arrived, the rug stunk like mold, the wooden table was not made out of wood whatsoever. And obviously I received the item I accidentally pressed on twice (they sent me two even though I onformed them on couple occasions that I wanted one only). When I treid returning...that was another ordeal (am still dealing with it). The delivery people didnt show up on several occasions to pick the items up (the same happened when they were bringing the items). Once they took the items away (3 in total), they probably lost them.....they started blaming me for the missing items. I mean the whole situation is absurd. I return items, the person picking them up has 3 items on the list, we sign the papers that he took 3 items away and then in couple of weeks they tell me they didnt pick it up. Hilarious. After that, they were writing me mails that they would reimburse me 25 euros instead of 300 they owe me. I complained about it, but now they just informed me the money is reimbursed....no idea how much they are planning to reimburse....I guess if I am lucky I will find out in couple of weeks. Really the worst customer service ever”
“Major fraud. They don’t have most of the items in -stock yet claim so and there is a good chance that you will never see those items or your money back like I did.”
“I would rate Sklum zero stars if I could.
I DO NOT RECOMMEND. I purchased on the 11th of August and I am still waiting for an answer regarding my replacement/refund.
Not only I waited for ages to arrive, but two of my items were delivered damaged (A mirror and chest of drawers). The delivery was left outside my door, without my knowledge, I was not informed or contacted to arrange delivery.
When I tried to fill in an "incident form" on their website, it was impossible. I tried contacting them, emailed several email addresses, phoned them, got nowhere.
I opened a PayPal dispute and Sklum accepted my claim, but for that I have to provide a return tracking number.
They have not arranged a return, so I am expected to pay for it myself....that would probably cost more than the items themselves. I haven't been given a return address either.
They also did not mention that all their items are being delivered from Spain. Am I supposed to arrange a return to Spain and pay for it myself?? Even though it's not my fault the items were damaged (I provided plenty of pictures) and I already paid for postage when purchasing. They should not be allowed to treat their customers like this.
Very very unprofessional, stressful and disappointing.”
“This is genuinely the worst company I have ever dealt with. I ordered an "aluminium table" and when it turned up it was plastic. I asked for a full refund but they said that the description was correct (polypropylene is mentioned only in the description, not the headline) and now they refuse to give me my money back, without me paying for the original shipping and the return delivery. Trying to deal with them is also very painful. Never again.”
“Very poor service, and charged 40 euros to return one item
The order took over a month to arrive even though it was a stock item. I needed to return one item and was charged 40 euros to return in - more than I paid for the shipping cost of the complete original order. The refund took another month to get back into my account.”
“SKLUM is the nastiest company I have ever ordered from! They send you sub-par products, don't respond to any messages and when you file a paypal claim they DO NOT HONOR THEIR AGREEMENTS!”
“We purchase two sofas from Sklum both were of poor quality and were not like shown in the pictures ie they look good from the front but the sofa bed part is basically a flip up sofa bit with the bed behind the design is so bad you see half a flat bed behind the sofa worst design and look of sofa ever. It’s basically a cheap knock off. When w looked to return the sofas its been impossible they keep demanding more photos with pictures so “the delivery company knows the size of package” pictures of all items togethe, internal pictures I haven’t even opened one sofa as after seeing one it was obvious the sofas were total rubish demanding pictures os delivery company knows the size and how many items they should know they sold them to me I till d then how many are being collected.
When you do add photos to the system for collection it crashes so im three emails in 4 uploads they still need more photos and when i told Sklum (AKA Scum) they closed my collection case. They should not be allowed to trade.”
“It’s a scam! They don’t deliver, they don’t inform you about the status of your order, and then after weeks of waiting the order is cancelled and your fighting non stop to get your money back. I’m so tired of them and still can’t get my money back. The story goes on for almost 2 months now. Absolutely terrible”
“ORDER: MDAOAEZQR
Dear Sir or Ma'am,
I bought a dining table from you. It arrived damaged and I would like to return the damaged table and get a new, undamaged one. I have filed a return claim in your website on 27th September and haven't heard from you.
How is this legally regulated?
According to the law, as a consumer I have the right to a decent product. If the product is defective, you as a seller are obliged to repair or replace the product free of charge and within a reasonable period of time. If this is not possible or is disproportionate to the defect, then I am entitled to a discount. This is stated in Article 7:22 of the Civil Code, seewetten.overheid.nl. The Netherlands Authority for Consumers and Markets (ACM) supervises these rules. You can read the rules at www.acm.nl.
What do I expect from you?
Because repair or replacement is not an option, I ask you for replacement of a discount of 200 euros.
Do you not offer a solution?
If you do not give me a discount, I will report this to ACM ConsuWijzer, the ACM consumer desk. And I may submit my complaint to The Disputes Committee. I trust that it will not have to come to this.
I would like to receive your response by email within a week.”
“Ordered two chairs that suddenly took months to deliver. When I asked for a refund, they claimed to have paid it, but never did. 200 euros vanished. Although I sent countless mails, I did not get a reply. Is this a scam?”
“I hardly ever write complaints, but hey, this really disappointed me. Ordered a sofa bed on 17 July, to be delivered from 20 September. On 27 September I have received a generic impersonal message saying something like "Hey, we have problems with your order, cannot deliver, we cancel it, but dont worry, we upload a voucher into your SKLUM account within 24h, you can buy something else. Bye". Speechless for many reasons. I was looking forwards to the sofa, it took a lot of time to find the right fit and even longer to "deliver". No hosting friends/family this summer. My money relaxed on SKLUM account for over 2 months for nothing. They kindly offer a voucher? Certainly NOT, I requested my money to be returned. Received another generic impersonal message, no apology, no expression of regret about my experience, but it will be wired back within 10-15 days. I am done with SKLUM.”
“Delivery has not arrived. Reclamation service is made extremely difficult on purpose. Will never order anything again. (This company used to work well in the past - its a shame.)”
