Very bad
So, I bought a camera, some lens and some batteries on webtronic, and I have to say, the service was worst than I could imagine.
It all starter on the shipment. Where I had to almost do it all by myself.
I asked the company to update me on the state of the shipment, that's when I found out that it was on hold, and that I had to give them my NIF number. I also asked for a tracking number, that they ignored and sent me nothing. I only had an update of the situation when I asked them, otherwise, I would have received nothing.
Then, on the day of the arrival, I asked if the shipment had already arrived, as they told me It would be at my house on a thuesday, so that's why I asked them. That's when they told me that DHL tried to deliver it, but nobody answered. So, again all alone, I reached contact with DHL, and I found out that the phone number linked to the shipment was not mine, it was some number linked to China, and I did put my phone number on the delivery details. But it got worse when they told me that the email was also not mine, and it was also linked to China, probably to their center of operations. I only fond out about all of this because I called the DHL service by myself, and because I only got the delivery tracking code on the day of the delivery, because I asked them, once more, for it.
At the end, I had to call DHL, once more, so that they could contact the delivery guy, and they asked him to deliver it again. And to him, I can only say thank you, because he didn't had to do it, but he did.
At least the package had no damage and it's working perfectly fine. But their service was, by far, the worst experience of my life, and I refuse to buy anything else from them.
I ask my self what would have happened if I just waited for their updates.. probably I would still be waiting for it.. So I have to say, to anyone that is reading this, please be carefull if you make the decision to buy anything from them! And if you do, be aware that it is for the best to reach contact with them as soon as you can.
Réponse de Webtronic
We are sorry to read that you remain dissatisfied with your experience. However, we feel it is important to clarify several points in your review, as some of the statements do not accurately reflect the circumstances or the correspondence between us.
Firstly, regarding the customs clearance and NIF requirement:
Our Portuguese logistics partner informed us that your shipment was being held and that your NIF was required for customs clearance.
On 17 September, we contacted you to request this information. Once you supplied it, we forwarded it to our logistics team so the issue could be resolved. On 18 September, we confirmed that the issue had been resolved and that delivery was expected the following Tuesday.
Therefore, while we acknowledge that you contacted us requesting updates, it was Webtronic and our logistics partner who handled the customs-clearance issue on your behalf.
Secondly, regarding the telephone number and email address:
Your review suggests that incorrect contact details associated with China were attached to your shipment.
This is incorrect. The details belonged to our Portuguese logistics partner, who manages shipping and customs-clearance arrangements on our behalf. These details were intentionally provided as part of that process, rather than being entered accidentally.
Indeed, it was through our logistics partner that we were notified of the customs issue and were able to arrange its resolution.
Thirdly, regarding communication and tracking:
We acknowledge that you would have preferred more proactive communication and that you contacted us several times requesting updates.
However, your statement that we ignored your enquiries does not accurately reflect our correspondence. We responded to your messages, investigated the shipment's status, coordinated the customs requirements and subsequently provided the DHL tracking number.
We accept that the tracking information should ideally have been communicated sooner and that we could have kept you better informed throughout the process.
When DHL recorded an unsuccessful delivery attempt, we provided the tracking details and advised you how to arrange redelivery or collection.
We are pleased that DHL subsequently completed the delivery and that you confirmed your equipment arrived undamaged and was working perfectly.
Finally, regarding customer satisfaction:
Despite the successful delivery, we recognise that the overall experience did not meet your expectations.
For this reason, we offered you a €75 goodwill refund, effectively making your memory card and case free of charge. This offer was made unconditionally, with no requirement to amend or remove your review.
We respect your right to share your experience, but equally believe it is important that readers have an accurate understanding of the steps we took to resolve the shipment issues.
We remain disappointed that your experience has left you with a negative impression of Webtronic, and we hope that our efforts to resolve the shipment and offer a goodwill gesture demonstrate our commitment to customer satisfaction.
Kind regards,
Webtronic