My complaint:

In May 2008 we went to Goossens to look for a nice couch for our new home. We were with my in-laws that time. We found this nice couch called “Your Choice” meaning we selected everything from the colour, the texture, armrest, height etc etc. The salesperson helped us select a nice combination; we had some coffee and gave us wine and signed the invoice. Everything seems perfect.. It was scheduled for delivery on October 2008.
When the couch was delivered, I told my husband that it was not the right armrest! We went to Goossens the next day to double check. I was correct! It was a different armrest! We told the salesperson there and check the details of the invoice. He checked it for us… and found out, the article number was incorrect! We have asked if they can do something with it and they just told us “helaas, jullie heeft getekent”. I was sooo upset as the couch was expensive and from its name “Your Choice”, we should have gotten what we have chosen!!
My husband called the klantenservice and told about what happened. My husband tried to negotiate with them if they can perhaps do something as their Salesperson made a mistake. We have a pending order of carpet from them and hoping that they can just give us a discount from that to compensate the damage. Again, the klantenservice just said “Helaas, we kunnen niks meer aan doen”. Again, my husband called the store and spoke to the Store Manager and he’s been told that “Maneer, we kunnen echt niks aan doen want jullie heeft getekent.” my husband told them, “What if your salesperson really made a mistake??” the manager just said, “wij kunnen echt niks meer aan doen.” What we did is forward it the next level. We used our DAS Rechtsbijstand verziekering. The lady who assisted us couldn’t even locate in the invoice details of the armrest! It was a long process…Next was a guy from the Geschillend commissie called “The Expert” has to come to our place to check the couch with the guy from Goossens called “The Negotiator”. What Goossens offered us is that we have to pay in order for the armrest to be replaced! My husband didnt agree. We’ll just send it up to the Geschillend Commissie and wait for their decision. Finally, when our case was looked up by the Geschillend Commissie, they have also difficulty looking at the invoice as the descriptions are not clearly stated! Final decision was, we can choose a new couch of our choice! In short, we won the case! =D
The final decision was made only this year December 2009.
Have we heard anything from Goossens after that? NOPE. NOTHING AT ALL! No SORRY no card no flower.. not apologetic!! Very Arrogant!! We were really disappointed of their service. Imagine the hassle we have had from them! Took us more than a year!! They’re only good when selling the product.. but the after sale service, is NOTHING.