MediaMarkt

Problems can happen. What matters is the attitude of the retailer towards his customer.

Mediamarkt, because of a problem that occurred in their system, lost an order in their system, despite the fact that i am charged. By lost in the system, i mean not even packaged or shipped at first place. So i cancelled my order. It has been a week and they could still NOT EVEN cancel the order (because of the specific technical problem that occurred in "their" system), yet alone the additional time it will take afterwards for the refund.They even cannot offer to accelerate the process of "just" cancelling an order which was never shipped. 7 days and still waiting just for a simple cancellation.

? Imagine, you buy an item Online, from supposedly the biggest retailer of Europe. You pay with IDEAL, so the money goes within seconds to MediaMarkt's account. Your receive an email with order code and your address, then shortly after another email with confirmation of payment. After 2 days you call them to ask why your item is not even shipped. They discover something went wrong at their system so they don't even see my order ( i give them my order number but it's gone into thin air). Me: OK, what can we do? They have to trace back the order. We wait a day, then i call again to offer options: 1. give me my money back, and i immediately reorder it. MM: no, still we first have to trace back the order, and besides it would take 5-7 days for you to get refunded. 2.OK, then i see there is another item just like the one i ordered, send that instead, and later try to sort out why you never shipped my first item. MM: no, still we first have to trace back the order. 3. Give me a voucher worth what i paid and i go to your store and buy it there (even accepting to pay some extra on top as this was a outlet item) MM: No, not possible. Me: Ok, what is the only action that you can process immediately? MM: Cancel it. Me: OK, fine cancel it then. (BTW at that time, i also notice there has been 15 euros discount on the same item i bought 2 days ago, ok a different story). Then another day, still the order is not even cancelled. I call, they tell me because something went wrong in the system, only one depertment can cancel the order. We forward it to them. OK, yet another day. Now i am angry. i call back. Same explanation. Only one department can solve it. Me: Ok please give me the phone number or email of that department? MM: No, we cannot do it. What we can do is, i will forward the request once again, and this time you will be in cc. OK, one more day passes by, now it has been a week. I call again, again 5 minutes of the same story as each time the person on the otherside of the line is different. Me: Ok, i understand you cannot give me the phone number or email of that magical depertment that will cancel my order. what is this department? finance? MM: we canot tell. Me: OK i had enough, tell me who i can escalate this non-sense problem, i want to complaint, who is your customer relations person, department, etc? MM: You can make a complaint in the form on our internet website. In the mean while you just have to be patient and wait for that department to cancel your order. Been a week, let's see how longer i will have to wait just for cancellation of the order. and then i will have to wait yet another 5-7 days for the refund.

? Imagine, you buy an item Online, from supposedly the biggest retailer of Europe. You pay with IDEAL, so the money goes within seconds to MediaMarkt's account. Your receive an email with order code and your address, then shortly after another email with confirmation of payment. After 2 days you call them to ask why your item is not even shipped. They discover something went wrong at their system so they don't even see my order ( i give them my order number but it's gone into thin air). Me: OK, what can we do? They have to trace back the order. We wait a day, then i call again to offer options: 1. give me my money back, and i immediately reorder it. MM: no, still we first have to trace back the order, and besides it would take 5-7 days for you to get refunded. 2.OK, then i see there is another item just like the one i ordered, send that instead, and later try to sort out why you never shipped my first item. MM: no, still we first have to trace back the order. 3. Give me a voucher worth what i paid and i go to your store and buy it there (even accepting to pay some extra on top as this was a outlet item) MM: No, not possible. Me: Ok, what is the only action that you can process immediately? MM: Cancel it. Me: OK, fine cancel it then. (BTW at that time, i also notice there has been 15 euros discount on the same item i bought 2 days ago, ok a different story). Then another day, still the order is not even cancelled. I call, they tell me because something went wrong in the system, only one depertment can cancel the order. We forward it to them. OK, yet another day. Now i am angry. i call back. Same explanation. Only one department can solve it. Me: Ok please give me the phone number or email of that department? MM: No, we cannot do it. What we can do is, i will forward the request once again, and this time you will be in cc. OK, one more day passes by, now it has been a week. I call again, again 5 minutes of the same story as each time the person on the otherside of the line is different. Me: Ok, i understand you cannot give me the phone number or email of that magical depertment that will cancel my order. what is this department? finance? MM: we canot tell. Me: OK i had enough, tell me who i can escalate this non-sense problem, i want to complaint, who is your customer relations person, department, etc? MM: You can make a complaint in the form on our internet website. In the mean while you just have to be patient and wait for that department to cancel your order. Been a week, let's see how longer i will have to wait just for cancellation of the order. and then i will have to wait yet another 5-7 days for the refund.