My complaint:

I ordered 2 bicycles on fietsenwinkel.nl

I received an SMS message from extra@home that the bicycles would arrive on 29.05.13. I took an afternoon off work and nobody showed up. No explanation. No phone call, no email, nothing. I called extra@home on 30.05 and they told me there had been a mistake. I made a new appointment for Friday. Again, nobody showed up. I called fietsenwinkel.nl asking them to take the matter to someone “higher up” since the extra@home customer service woman was clueless. They called me back and assured me that the bikes would be delivered on Monday. On Monday morning I received another SMS. I took another day off work. Then another SMS telling me the delivery was delayed. But for the third time nobody showed up. After calling extra@home and complaining, the driver finally showed up at 7pm.

His excuse for skipping my delivery was that “he couldn’t find my address” and was only doing me a favour to deliver outside working hours because his boss had complained. What kind of excuse is that? It’s the driver’s JOB to find my address. The postman always finds my address. DHL always finds my address. If the extra@home driver is incapable of finding my address (it didn’t even occur to him to call me) then he is incapable of doing his job and should be fired!

What’s worse, the driver only delivered one bike instead of two. He claimed to be clueless about what had happened to the second bike but assured me that he would talk to his boss. Predictably, I never heard from him again. On Tuesday I called customer service, and they claimed that the driver had “forgotten to put the bike in the van” and that I need make a FOURTH appointment for delivery.

Summary:
Failing to deliver the goods at the agreed time can be a mistake if it happens once. Failing to deliver twice is a lack of respect. Failing to deliver four times bordering on fraud.

I am giving fietsenwinkel/extra@home one last chance. If my bike doesn’t arrive in the next 2 days then I am taking them to court.

Desired solution:

Compensation for lost wages and wasted time as a result of taking 2 days of unpaid holiday - 450 Euro

Costs of 2 rental bikes for 1 week - 120 Euro

Reimbursement of delivery cost - 30 Euro