Dear Migros

Because it is obviously not getting to the right place by conventional means (customer service), I would like to vent my frustration here. The reason why I am writing here is as follows. Almost 2 weeks ago, I ordered the following items via the online store:

8 x wedge edge element anthracite 50x25 cm
3 x square posts L: 180.0 cm x W: 9.0 cm x D: 9.0 cm
2 x wattle fence brackets
3 x caps for wooden posts 9 x 9 cm, flat without ball
2 x Migros-Bio Garden slug pellets, 650 g
3 x H-post anchors for 9 cm
2 x galvanized machine screws

Last Thursday I received a call from the Wetzikon branch to say that all the items had arrived and were ready for collection. I visited the branch on Saturday, paid for everything and picked up a large and well-taped package at the ramp. As the square posts are relatively heavy, I assumed that I would find all the other products inside. I wasn't able to check everything on the spot as I didn't have a cutter with me and, as mentioned, the package was well taped. As I only got around to unpacking everything on Monday, it was only then that I was shocked. The package only contained the square posts, the augers and the machine screws. My partner immediately called customer service, who initially said that I had already collected the entire delivery. As a search in the warehouse was unsuccessful, we were referred to the store manager, who was not available again until the following day. We were promised that he would contact us the following morning. The next morning we waited in vain for the promised call, which is why we contacted customer service again ourselves. The store manager then said on the phone that he thought it had already been resolved. He suggested a search request in the system, whereupon my partner recommended that we check the warehouse again. The store manager followed this recommendation and promptly found the second parcel, which had arrived that very day. Apparently the store manager was also surprised by this fact, as there was no mention of a split delivery in his system. At this point, I am not blaming the store manager (who was very friendly, by the way), but the Migros online store. Apparently, it is so poorly designed that the employees at the respective store cannot know how many shipments a customer order will be delivered in. If a customer cannot prove that they have not yet received the goods, they are simply out of luck. At this point, the story could end with a sour aftertaste, but with a "happy ending". But when I looked at the second shipment at home, it boiled up inside me. I didn't receive the products I had ordered and pictured, but ones that were completely different from the description and product image in the store.

Example:

Wattle fence bracket

Image Migros:
Galvanized, color chromated, with screws. 4 pieces per pack.

And this is how I received this product:
Far from chromatized. The product even says "galvanized"!

And it goes even further.

This is what the H-post anchors look like in the Migros online store:



And this is how I received them.


Shoddy weld seams and some rust spots. This is 100% different from the picture in the online store.

I am very disappointed with the Do it online store and have definitely ordered there for the last time.

LG