Is Celtic WebMerchant trustworthy? Reviews and trustmark

Theun

7/24/2017

Celtic Web Merchant has a lot of good things. Nice products, low pricing, and their customer service replies fast. However, besides their fast replies, the customer service isn't all that good. I ordered a bevor from them a while ago. First, they sent me the wrong bevor. After sending it back and not hearing from them for a few days (they said they'd ship the right product right away), I heard that the proper product was not in stock. They asked if I wanted to choose another product or receive my money back. However, I got nothing for the trouble. I couldn't choose a more expensive product with the price difference being (partially) compensated. They offered no compensation whatsoever, saying it has something to do with the bookkeeping. Strange, since other stores don't seem to have any troubles with the bookkeeping in such situations. Conclusion: Nice quality products for a low price, fine delivery times, but even though their customer service replies fast, the service itself is of low quality. EDIT: I was sent an email by the store, accusing me of using this review to pressure them into giving me some form of compensation anyways. This is extremely rude and unheard of from a quality webshop. My conclusion is: great products and pricing, awful service.

Marc Rousseaux
8/1/2017 Under investigation
Helpful
Gabriel Darmenia
7/27/2017
Was informed of an out of stock product 5 days after the order, I responded 2 days later and waited another 5 days for a reply.
Response by Celtic WebMerchant
Dear Mr Darmenia, thank you for your review. Unfortunately we only heard that the shirt was out of stock on the Tuesday after your order. We therafter e-mailed you immediately. The reason we did not reply to your e-mail was of course not because you did not respond directly. But you e-mailed on the evening of Maundy Thursday. Good Friday and 2nd Easter day are holidays here in the Netherlands, about which you were informed via an automatic reply. I am sorry this causes you to write a negative review about your shopping experience. We do hope you are happy with the quality of the ordered products. Kind regards, Celtic WebMerchant
How would you rate Celtic WebMerchant?
leander de Waard
7/24/2017
Theun
7/24/2017
Celtic Web Merchant has a lot of good things. Nice products, low pricing, and their customer service replies fast. However, besides their fast replies, the customer service isn't all that good. I ordered a bevor from them a while ago. First, they sent me the wrong bevor. After sending it back and not hearing from them for a few days (they said they'd ship the right product right away), I heard that the proper product was not in stock. They asked if I wanted to choose another product or receive my money back. However, I got nothing for the trouble. I couldn't choose a more expensive product with the price difference being (partially) compensated. They offered no compensation whatsoever, saying it has something to do with the bookkeeping. Strange, since other stores don't seem to have any troubles with the bookkeeping in such situations. Conclusion: Nice quality products for a low price, fine delivery times, but even though their customer service replies fast, the service itself is of low quality. EDIT: I was sent an email by the store, accusing me of using this review to pressure them into giving me some form of compensation anyways. This is extremely rude and unheard of from a quality webshop. My conclusion is: great products and pricing, awful service.
Response by Celtic WebMerchant
Beste meneer Zeijdner, dank u voor uw review. Gezien eerdere communicatie in het Nederlands is verlopen, zullen we u in het Nederlands beantwoorden, zodat er bij u geen onduidelijkheden ontstaan. We hebben namelijk het idee dat deze review niet geheel strookt met de communicatie die u met ons heeft gehad. We vinden het uiteraard vervelend als er een foutlevering plaatsvindt. We bieden in dat geval een gratis retourservice aan, toen u terug kwam van vakantie hebben we een etiket toegestuurd waarmee u het pakket retour kon sturen. U was erg blij met onze service, zie de mail die u op 12-07 om 12:57 heeft verstuurd. Het heeft vervolgens inderdaad helaas een aantal dagen geduurd, voordat we konden antwoorden over de nieuwe levering. Dat komt niet omdat we u waren vergeten, of omdat het ons niets interesseerde, maar omdat we, nadat we vaststelden dat de bevor er niet was, het gehele magazijn meerdere malen hebben doorgezocht in de hoop hem toch nog te vinden en u het bestelde product te kunnen toesturen. U vroeg hierop of er een prijsverschil mocht zitten in een alternatieve bevor. Het alternatief dat u aangaf had een prijsverschil van €29! Dat is meer dan de helft van de oorspronkelijke aankoopwaarde. Het feit dat we deze forse korting niet aan onze boekhouder kunnen verantwoorden heeft dan ook niets te maken met onze klantenservice. Het is dan ook zeer flauw om dit op onze collega af te schuiven, die haar uiterste best heeft gedaan om uw vragen snel en adequaat te beantwoorden en na uw wens tot terugstorting het geld onmiddellijk heeft teruggestort. Uw review wekt bij ons de indruk, dat u hem eerder geplaatst heeft als pressiemiddel om alsnog korting te ontvangen, dan dat u een objectieve weergave van uw klantenervaring wenste te geven. We verzoeken dan ook vriendelijk dit te herzien naar een meer objectieve recensie. Met vriendelijke groet, Celtic WebMerchant
Michael Beazley
7/22/2017
Rab Flynn
7/21/2017
Fast & prompt delivery, exemplary communication throughout from purchase to delivery
Response by Celtic WebMerchant
Thank you, we are very happy to hear your review!

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