SHOWROOMPRIVE.COM - PACKAGE NOT RECEIVED - INCOMPLETE ORDER - UNRESOLVED CLAIM

Hello everyone,

I’m posting this rant today to share my experience with and about the showroomprivé site and to alert you to the disputes you may encounter!

As a new customer, I created my account at the beginning of March 2021, enticed by a sale with the upcoming arrival of my little one. A big fan of Veepee, with which I’ve never had any issues, I was lured in by the TV ad. And yes, I didn’t take the time to look at the reviews on showroomprivé which could have made me more aware... so here’s my story.

I placed an order of over €230 on their site for a Guesskids sale, eager to receive it to prepare for the baby’s arrival. Showroom indicated a delivery on Tuesday, March 16. I had planned to stay at home to receive it, too excited to see the new outfits for my little one, outfits for 3-6 months...
Anyway... I received an email on Monday, March 15, indicating that the package had been delivered to my mailbox that afternoon. I wasn’t expecting it on Monday as indicated on the app (expected for 03/16). I got home at 6 PM and rushed to my mailbox, eager to collect it. And to my great surprise, there was nothing!!! Nothing at all, no package, no delivery notice, nothing!!
I contacted the post office, who said they would open an investigation and also indicated that I needed to report it to showroom (I didn't know the procedure, this is the first time this has happened to me).
The post office specified that they were surprised because the dimensions of the package wouldn’t fit in the mailbox.
So, I contacted showroom, providing them with this information over the phone, then followed their procedure, emailing the complaint form + a letter explaining the whole situation. Initially, they indicated they would handle the complaint and reassured me by saying that this happens but that they would find it or refund me. I had to wait 15 days for the investigations... being naturally anxious, I still took the time to call them for updates.
I just asked for my order, preferably, but failing that, a refund of the amount, nothing more.
So far, apart from apologies, I have received nothing!

Today, March 22, I followed up, as I received the second order I placed a few days later before this dispute arose. Except that in this second order, still for my little one, I received two items (a bikini bottom XS from the brand undiz and a t-shirt in 5 years) instead of a cardigan in 6 months and cotton joggers in 6 months.
It should be noted that the bikini bottom size XS from undiz was labeled jogging bottoms 6 months, and the 5-year t-shirt was labeled cardigan 6 months...
When I called, they indicated that I need to return the items and that they would refund me. However, since the sale was over, they could not resend my missing items.

2 orders = 2 problems.

I took the opportunity to ask for news about my first order that I hadn’t received, and they informed me that they had sent me an email indicating that the showroom investigation revealed that I had indeed been delivered. The problem? I HAVE NEVER BEEN DELIVERED! Colissimo claims that I have, but there’s no delivery person, no notice of passage, no signature to prove it. Additionally, the Colissimo delivery person indicated that they don’t remember delivering the package, and as a reminder, the post office stated that the package wouldn’t fit in my mailbox.

The tone changed, I cracked and told my interlocutor that enough is enough. If I had received the
package, I wouldn’t be wasting my time calling them. Just like if my second order had been done correctly, I wouldn’t have had to call them!!!

My 3rd order is set to be delivered soon, and yes, I placed it before the first dispute arose. Given all these issues, I requested to have it delivered to a pickup point to avoid spending another day on the phone with them, if I don’t receive my package (order €90). I could give birth at any moment in the next 15 days. Let’s just say that if I’m not there to receive it, I wouldn’t want to be told once again that it was left in my mailbox. I asked, if changing the delivery address to a pickup point wasn’t possible, that they note that delivery must be made against signature. They then informed me that this wasn’t possible.

Conclusion on 3 packages in 1 week:
- 1 order not received: over €230
- 1 order received partially: about €50
- 1 order that I can’t change the delivery address for or demand proof of delivery.
- 5 days: that’s the time I’ve spent trying to find a resolution with showroomprivé. 5 days that have been pointless... and I’m not counting the time I will still lose...

So, congratulations, congratulations to showroom for knowing how to handle these customers, the art and manner of reassuring them to tell them that everything will be fine and dragging out procedures for ultimately no solution!!!
I told my interlocutor that I would not let it go and that a solution needed to be found, I’m losing patience and I plan to take action if a solution isn’t found quickly!!!

At her level, she indicated that she couldn’t do anything, I need to wait, reinitiate the procedure... a coordinator is supposed to call me back... within 48-72 hours.

I am considering filing a complaint for theft at the end of the definitive response from the coordinator if we do not find a favorable outcome. I do not demand any commercial gesture on anything but simply the refund of my guess kids order in case they cannot find my package and a solution for my second and third orders.

Also depending on the outcome, I also plan to write to consumer services and on all forums and continue to call you.

That was my experience with showroomprivé. An extraordinary experience! But apparently not an isolated one!!!

Well done showroomprivé