HighFlow

Thank you for your review.

We asked you to place your order first, before picking it up.
As we have explained to you before, we are a webshop and we don’t have a walk-in-store, that way we can keep the pricing as low as possible for all of our customers. We have no hidden costs in the prices of our products.

For your information, we did had a walk-in-store a few years ago, but that was not profitable anymore (high housing costs, employees for the store etc.), as our market (cooling and casemodding) is a very small market, therefore we decided to close the store and focus on our webshop, online sales and online support.

So now we are a webshop only, we focus entirely on online service and we try give our customers the best possible online shopping experience. Fast shipping and fast reply on your e-mails are one of the things we do.
We have mentioned this on our contact page too, customers can still meet us in person, but an appointment has to be made first so we can schedule it.

Orders can be picked up at our warehouse, after the order is placed and paid through our webshop.
Being a webshop, we didn’t offer pickup at first, but a few customers requested it, so with urgent matters they wished to pick up their order the same day without waiting for the next day delivery.
For us as a true webshop this is very time consuming, but we wanted to help these customers and so we offered pickup as an extra service, we just have to calculate a small fee to cover the costs. This way the customer can have their urgent items quickly and we can still make an earning.
Just like your case right now, you forgot to order 2 extra fittings with your initial order, so you can order 2 extra fittings from us or any other webshop and have it shipped and most likely get it the next day.
Or if you are in a hurry, you can choose pickup and we will do our best to have your order ready to be picked up the same day for a small fee. Again, we are offering pickup only because of customers requested it, not to create more sales. Please understand that you also have the choices to have it shipped or order from a different store, so we think it is unfair you are burning us now for our service to help you the same day.

By the way, if you order over 150 euro, we are giving the shipping or pickup for free. For your last order, you didn't pay shipping costs. Thereby you also build up an extra discount with every order with our reward points system. In your example, you have build up a discount much more than the pickup fees you are now complaining about.

It's a bummer you are writing a (negative) review now after 7 fulfilled orders, most orders were shipped the same day you ordered. One order you have canceled and received a refund immediately. We have replied to your e-mails within minutes. And we have helped you today with your needed fittings. For none of these orders or experiences have you written a review. We would appreciate if you could include all of your online shopping experiences with us in your review.
We still hope for your understanding and would appreciate if you can update your review and score.

Thank you in advance.

HighFlow