Very bad management in the Breda Branch (if the woman claiming to be the branch manager, by the name of Bridgette, is actually the manager).
I bought two bathroom cranes, one of which upon opening I saw is missing two parts (the other one was fine) and also had some scratches on it. To me it seemed like it was a returned product. Upon seeing the missing parts, I went back to Hornbach Breda, to change the crane, but a woman by the name of Bridgette who claimed to be the branch manager told me they can only give me the missing parts but with the old scratched crane.
I told her that I want the entire crane replaced, as to me it seemed like someone had tried to install it before and just took out some parts and returned it (as it had scratches on it). But she claimed they can't replace it even though on the cashier receipt it is clearly stated you can return the product within 30 days (it was still within this period).
Additionally this Brigette character had the audacity to say it was impossible that the crane was missing any parts as they are weighing them in the factory and it would be rejected if that was the case. and also she claimed it wasn't a returned product. and basically and directly calling me a liar and a thief.
As I knew my rights, I kept telling her I want the crane replaced with all the parts, as I had paid for a new crane and getting a used crane is not acceptable. But she just kept saying that its impossible that the parts were missing or the product was used already. and even threatened me to have me removed from the shop.
I tried to settle the issue by being civilized, but if someone calls me a liar and thief and even threatens me to kick me out of course I will not tolerate that.
At the end I told her I'm taking note of your name and will complain about your behavior then she suddenly changed her attitude and said you should've said from the beginning that you want it changed and its not about the missing parts!!!!!! (like I was saying anything else!). She clearly was just afraid of the complaint more than anything else.
I have luckily recorded our argument on my phone (started recording when I saw she is calling me a liar and a thief) and can provide the proof of how unprofessional she reacted to a simple returning of a damaged product with missing parts. And made a big scene for no good reason.
I have been a regular customer of Hornbach for the last 8 years and never had any issues, but I recently moved to a new house where the Breda branch is the closest one to me. It is such a shame that a good company is putting such an asocial and incompetent branch manager in charge that would bluntly call a customer liar and thief.
I have to say the guy helping me in the bathroom section was actually very helpful and professional, unfortunately I didn't catch his name to thank him here.
5.0
prijs/kwaliteit verhouding
klantgerichtheid
service van de medewerkers
informatieverstrekking
Walther van gils
|
Vandaag geholpen door een man van de afdeling gereedschappen. De boorkop van mijn boormachine zat muurvast. Na verschillende pogingen , de medewerker hield vol, kwam de kop eindelijk los. Dank je wel voor de moeite en volharding.
9.0
prijs/kwaliteit verhouding
klantgerichtheid
service van de medewerkers
informatieverstrekking
Stok
|
Vandaag geholpen door Danny, vlakbij gangpad 6.
Zeer aardige behulpzame jongeman, waar je als ouder iemand blij van wordt, geduldig luisterde hij naar mijn doe het zelf probleem. Hij dacht met mij mee en samen vonden we de oplossing. Jammer dat dit niet meer gewoon is in onze dagelijkse leven anders zou het niet opvallen. Bij de tegels werden we overigens ook goed geholpen, maar Danny was een dikke 10
10
prijs/kwaliteit verhouding
klantgerichtheid
service van de medewerkers
informatieverstrekking
willemsen
|
Zojuist prima geholpen door dhr van Dijk van de hornbach. Alle bouwmarkten in de buurt afgelopen en overal was het antwoord, hebben we niet, kan niet. Dhr van Dijk komt met een oplossing dat mij € 3,25 kost en toen ik thuis kwam was het karwei binnen 5 minuten gedaan en het functioneert weer naar behoren. Dikke pluim voor dhr van Dijk.
10
prijs/kwaliteit verhouding
klantgerichtheid
service van de medewerkers
informatieverstrekking
Klant van Hornbach
|
Personeel behulpzaam ook al heb je nog zo iets kleins nodig ! Geven ook advies. Fijn als alleenstaande vrouw .! Alleen moet je soms het personeel zoeken is niet altijd in de buurt. verder een grote sortering .
513 Reviews Plaats review
Maryam
|Very bad management in the Breda Branch (if the woman claiming to be the branch manager, by the name of Bridgette, is actually the manager).
I bought two bathroom cranes, one of which upon opening I saw is missing two parts (the other one was fine) and also had some scratches on it. To me it seemed like it was a returned product. Upon seeing the missing parts, I went back to Hornbach Breda, to change the crane, but a woman by the name of Bridgette who claimed to be the branch manager told me they can only give me the missing parts but with the old scratched crane.
I told her that I want the entire crane replaced, as to me it seemed like someone had tried to install it before and just took out some parts and returned it (as it had scratches on it). But she claimed they can't replace it even though on the cashier receipt it is clearly stated you can return the product within 30 days (it was still within this period).
Additionally this Brigette character had the audacity to say it was impossible that the crane was missing any parts as they are weighing them in the factory and it would be rejected if that was the case. and also she claimed it wasn't a returned product. and basically and directly calling me a liar and a thief.
As I knew my rights, I kept telling her I want the crane replaced with all the parts, as I had paid for a new crane and getting a used crane is not acceptable. But she just kept saying that its impossible that the parts were missing or the product was used already. and even threatened me to have me removed from the shop.
I tried to settle the issue by being civilized, but if someone calls me a liar and thief and even threatens me to kick me out of course I will not tolerate that.
At the end I told her I'm taking note of your name and will complain about your behavior then she suddenly changed her attitude and said you should've said from the beginning that you want it changed and its not about the missing parts!!!!!! (like I was saying anything else!). She clearly was just afraid of the complaint more than anything else.
I have luckily recorded our argument on my phone (started recording when I saw she is calling me a liar and a thief) and can provide the proof of how unprofessional she reacted to a simple returning of a damaged product with missing parts. And made a big scene for no good reason.
I have been a regular customer of Hornbach for the last 8 years and never had any issues, but I recently moved to a new house where the Breda branch is the closest one to me. It is such a shame that a good company is putting such an asocial and incompetent branch manager in charge that would bluntly call a customer liar and thief.
I have to say the guy helping me in the bathroom section was actually very helpful and professional, unfortunately I didn't catch his name to thank him here.
Walther van gils
|Vandaag geholpen door een man van de afdeling gereedschappen. De boorkop van mijn boormachine zat muurvast. Na verschillende pogingen , de medewerker hield vol, kwam de kop eindelijk los. Dank je wel voor de moeite en volharding.
Stok
|Vandaag geholpen door Danny, vlakbij gangpad 6.
Zeer aardige behulpzame jongeman, waar je als ouder iemand blij van wordt, geduldig luisterde hij naar mijn doe het zelf probleem. Hij dacht met mij mee en samen vonden we de oplossing. Jammer dat dit niet meer gewoon is in onze dagelijkse leven anders zou het niet opvallen. Bij de tegels werden we overigens ook goed geholpen, maar Danny was een dikke 10
willemsen
|Zojuist prima geholpen door dhr van Dijk van de hornbach. Alle bouwmarkten in de buurt afgelopen en overal was het antwoord, hebben we niet, kan niet. Dhr van Dijk komt met een oplossing dat mij € 3,25 kost en toen ik thuis kwam was het karwei binnen 5 minuten gedaan en het functioneert weer naar behoren. Dikke pluim voor dhr van Dijk.
Klant van Hornbach
|Personeel behulpzaam ook al heb je nog zo iets kleins nodig ! Geven ook advies. Fijn als alleenstaande vrouw .! Alleen moet je soms het personeel zoeken is niet altijd in de buurt. verder een grote sortering .