Even though it's Corona time, I no longer have any understanding: I ordered a cross trainer which was delivered in perfect condition. But then it turned out that it was rattling all over the place. It was then replaced. I also ordered a mat which was delivered after a long, long time. But oha, it's not a Kettler floor mat with print, as it should be, it's just any mat, without print, but at the same high price. If you then want to call the hotline, it is switched off. If you write an email, you get no reply. Now I keep trying to call the hotline, but after 15 minutes on hold, still no one answers........................!!!!!!!!!!!!!!!!!!!! I'm furious. Because despite my initial understanding, it's now really time for the problems with availability, deliveries etc. to be resolved. I'm angry.
All replies (6)
Hello @indios We are sorry for the delivery delays and especially for the difficulties in reaching customer service. The rush was really extremely high and the inquiries for all areas (SportXX, Do It + Garden etc.) are coming together in one place. As a result, the number of inquiries is actually higher than you might expect. Delivery times are also sometimes delayed because the suppliers have been overrun just like the online stores. This leads to partial deliveries or, if things get really bad, unfortunately also to errors in orders. However, the customer service telephone number should have been back in normal operation for some time now: 0848 151 151. Generally speaking, delivery can take around 2 weeks. You should be able to see the current status in your online profile. As long as the delivery date is still in the future, please do not contact customer service. If the delivery has been made and you have not heard anything, then please let us know. By phone or here: https://www.sportxx.ch/de/cp/contactFormPage Unfortunately, we here on social media do not have access to order and customer data and therefore cannot give you any information about your open orders. However, we have forwarded the feedback on the problems and we are aware of the problem and are trying to improve the situation. If a product has arrived in poor condition, please also use the contact form: https://www.migros.ch/de/services/kundendienst/infoline.html Thank you for your patience and understanding. We are working on getting things running smoothly again. We really don't like this situation either. And we are sorry if your order is particularly affected by the delays or errors. Best regards Sebastian
Hello @indios We are sorry for the delivery delays and especially for the difficulties in reaching customer service. The rush was really extremely high and the inquiries for all areas (SportXX, Do It + Garden etc.) are coming together in one place. As a result, the number of inquiries is actually higher than you might expect. Delivery times are also sometimes delayed because the suppliers have been overrun just like the online stores. This leads to partial deliveries or, if things get really bad, unfortunately also to errors in orders. However, the customer service telephone number should have been back in normal operation for some time now: 0848 151 151. Generally speaking, delivery can take around 2 weeks. You should be able to see the current status in your online profile. As long as the delivery date is still in the future, please do not contact customer service. If the delivery has been made and you have not heard anything, then please let us know. By phone or here: https://www.sportxx.ch/de/cp/contactFormPage Unfortunately, we here on social media do not have access to order and customer data and therefore cannot give you any information about your open orders. However, we have forwarded the feedback on the problems and we are aware of the problem and are trying to improve the situation. If a product has arrived in poor condition, please also use the contact form: https://www.migros.ch/de/services/kundendienst/infoline.html Thank you for your patience and understanding. We are working on getting things running smoothly again. We really don't like this situation either. And we are sorry if your order is particularly affected by the delays or errors. Best regards Sebastian
I've already done everything. I can't reach the hotline, I either get "try again later" or I'm on hold for over 20 minutes and nothing works. There is no reply to email ......................... so please, I can't accept these justifications I don't know what to do. I want the product I ordered and I'm not paying the bill - but I can't reach ANYONE !!!!!!!!!!!!!!!!!
I've already done everything. I can't reach the hotline, I either get "try again later" or I'm on hold for over 20 minutes and nothing works. There is no reply to email ......................... so please, I can't accept these justifications I don't know what to do. I want the product I ordered and I'm not paying the bill - but I can't reach ANYONE !!!!!!!!!!!!!!!!!
Hello indios I can understand your displeasure. Unfortunately, we can't intervene from here because we can't view the orders. I understand your situation; you need information as soon as possible. Unfortunately, I can only ask you once again to call the hotline, which I found out was temporarily overwhelmed yesterday. But it should be working again today - please try again. Kind regards, Angela
Hello indios I can understand your displeasure. Unfortunately, we can't intervene from here because we can't view the orders. I understand your situation; you need information as soon as possible. Unfortunately, I can only ask you once again to call the hotline, which I found out was temporarily overwhelmed yesterday. But it should be working again today - please try again. Kind regards, Angela
Well, briefly overwhelmed is also a massive understatement. Last week I gave up after 30 minutes on hold. Today I gave up again after 30 minutes. I sent an e-mail three weeks ago and a second one over a week ago. Nothing is coming. A month ago, I received an e-mail saying that my money would be refunded via Twint within the next few days (order was canceled by SportXX because it was no longer available). Migros can cancel, but not refund the money? After more than a month, surely you can expect to get your money back? And according to others, it seems that not even the hotline can help because they can't access the system. So please, the current circumstances can no longer be used as an argument. A refund via Twint should be fully automatic. And after three weeks, I expect at least a response that the request is still pending. The posts here from the Migros social media team are also just for show and unnecessary delaying. You would be better off using these resources on the infoline or in process optimization.
Well, briefly overwhelmed is also a massive understatement. Last week I gave up after 30 minutes on hold. Today I gave up again after 30 minutes. I sent an e-mail three weeks ago and a second one over a week ago. Nothing is coming. A month ago, I received an e-mail saying that my money would be refunded via Twint within the next few days (order was canceled by SportXX because it was no longer available). Migros can cancel, but not refund the money? After more than a month, surely you can expect to get your money back? And according to others, it seems that not even the hotline can help because they can't access the system. So please, the current circumstances can no longer be used as an argument. A refund via Twint should be fully automatic. And after three weeks, I expect at least a response that the request is still pending. The posts here from the Migros social media team are also just for show and unnecessary delaying. You would be better off using these resources on the infoline or in process optimization.
It seems to me anyway that various companies are using Corona as an excuse to make their (already bad) customer service even worse, according to the motto, people will certainly understand because Corona = exceptional situation etc.
Well, briefly overwhelmed is also a massive understatement. Last week I gave up after 30 minutes on hold. Today I gave up again after 30 minutes. I sent an e-mail three weeks ago and a second one over a week ago. Nothing is coming. A month ago, I received an e-mail saying that my money would be refunded via Twint within the next few days (order was canceled by SportXX because it was no longer available). Migros can cancel, but not refund the money? After more than a month, surely you can expect to get your money back? And according to others, it seems that not even the hotline can help because they can't access the system. So please, the current circumstances can no longer be used as an argument. A refund via Twint should be fully automatic. And after three weeks, I expect at least a response that the request is still pending. The posts here from the Migros social media team are also just for show and unnecessary delaying. You would be better off using these resources on the infoline or in process optimization.
Hello Galax Thank you for your message. I forwarded your message accordingly yesterday and have just received the following feedback for you: "We are very sorry that the payout is taking so long and that you are disappointed with our service. We formally apologize for this. We need the purchase contract or order number so that our customer service can look into the matter. Please send an email to socialmedia@migros-service.ch with all the information." Many thanks and best regards on behalf of the M-Service team Kathrin