Vuur & Rook

Extensive assortment in the store. Everyone is very friendly. The staff has knowledge of the products and can provide good advice.

Very satisfied with the service. I ordered on Thursday and immediately received a phone call that there was an issue with the stock inventory, which resulted in one product being unavailable. This was handled correctly, and they provided a replacement product of my choice. The delivery was definitely within the timeframe they indicated beforehand.

My rating is moderate because the delivery went poorly. I placed an order for Saturday delivery on Friday. Initially, I received a courteous call informing me that my package would arrive the following Saturday (not a day later). This was obvious to me, but it was nice that they called to confirm. At one point, I received an email from DPD stating that the order would be delivered the next working day. I found this strange since I had placed a Saturday order, but the DPD website is so unclear that I thought it might be my mistake. Unfortunately, I did not receive the package on Saturday (it was indeed correct on the DPD site 😞). On Sunday, I immediately sent an email stating that I did not want the package delivered to my neighbor on Monday. Initially, this was difficult, and I was advised to hang a note on the porch door. Well, if I could have hung a note, I could have also accepted the package... 😊 Eventually, I was called back, and a staff member helped me change the delivery to a pick-up point. This week, I picked up the package there and was as happy as a child when I opened it at home. However, I was disappointed to find that one bag of charcoal was torn and everything was covered in debris. I don't know if the bag was damaged due to the packing method or by a careless DPD delivery person. Of course, I reported that one bag was torn when I opened the package, and I received a compensation for it. This compensation was roughly equivalent to the cost of Saturday delivery, so it wasn't a true compensation, but the gesture was nice. I should mention that I have ordered before, and it has always gone smoothly and quickly; perhaps I just had a lot of bad luck this time. Next time, I will just as easily order from Vuur & Rook again (and not just because of the discount coupon).