Reactie van het bedrijf
Dear Esra,
we're sorry to hear you are very dissappointed with us. Unfortunately a series of unfortunate events is the reason and I will explain:
1. we did make an honest mistake by sending you a used product which accidentally ended up in our regular stock. This mistake happened in the busiest period of the year weeks (between Black Friday and christmas) but should never happen of course, and we took measures to prevent it in the future. Our sincere apologies for the mistake. It was not necessary to send us e-mails with many CAPITAL letters and exclamation marks.
2. we sent you a shipping label to return it free of charge and were willing to send you a brand new sealed product. You didnt want a new product so we need to await the product's return and check the problem before we can issue a credit. I trust you understand. This takes up to 2 weeks as stated by law, but we are usually faster. However, you demanded your refund just 2 business days after we received it, in the busiest period of the year. When we process a return we send an e-mailconfirmation clearly stating how long the process will take. Despite the busy periode we credited you within the communicated period.
3. You decided to order a new Instant Pot from Bol.com. Even though we are the seller, these products are kept in stock and shipped by by bol.com. For this product the handle all orders, shipments, customer service and returns (including inspection if it can be sold as new again). You told us they ALSO sent you a used product. Please understand that we have no control over LvB (fulfilment by bol.com) shipments and they same mistake myst have happened in their facilities too. Again, please consider that this was by far the busiest e-commerce period of the year and things tend to go wrong more than usual. Again, we are very sorry about this mistake. Bol.com checks their returns and we expect they do a good job, but like us, they can make mistakes too and it was very unfortunate the same mistake happened to you twice.
Fortunately, it seems your third order was to your satisfaction. We hope this restored some of your faith in Instant Pot.
Again, we deeply apologize for the mistakes that were made. Although even once is rare, twice is almost unheard of. In our defense, the second mistake was made by bol.com. I hope you understand that it was an extemely busy period of the year with an average 500% package volume so mistakes are unfortunately more likely to happend.
Best regards,
the Kenners team
