Is De Moestuinwinkel trustworthy? Reviews and trustmark

Elizabeth

6/12/2023

Never buy a greenhouse here! The absolute worst customer service I have ever experienced. The greenhouse was delivered incorrectly and with a long list of missing parts. Due to an incredibly unclear packaging and manual, it could not be assembled. After 20 hours with 6 people and still not even halfway through this project, I requested to hire a technician who was familiar with this greenhouse for a fee. Unfortunately, they were not available. Then, everything was deliberately stalled so that I would supposedly fall outside my right to return. They even tried to invalidate my right to return by rummaging through my business Instagram and claiming it was a business purchase, which forced me to provide a statement from my accountant to dismiss this ridiculous assumption. When I finally managed to pack the greenhouse neatly for return after a lot of hassle, they also deducted 20% from the purchase price. Without any justification, photos of damage, just deducted €1100 from the purchase! This is completely illegal, but they do whatever they want. Fortunately, this matter is with my legal assistance, who will pursue these costs on my behalf. TIP: Do NOT engage with these scammers.

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Paul Cravillon
6/21/2023
Quality delivered. A very good introduction.
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WALTER CEULEMANS
6/21/2023
Quality material (was known to me), nice price offer, and fast delivery. The vegetable garden shop is highly recommended!
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Evelina Witteveen
6/20/2023
Fast service, well packaged! Great delivery. 👍
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Elizabeth
6/12/2023
Never buy a greenhouse here! The absolute worst customer service I have ever experienced. The greenhouse was delivered incorrectly and with a long list of missing parts. Due to an incredibly unclear packaging and manual, it could not be assembled. After 20 hours with 6 people and still not even halfway through this project, I requested to hire a technician who was familiar with this greenhouse for a fee. Unfortunately, they were not available. Then, everything was deliberately stalled so that I would supposedly fall outside my right to return. They even tried to invalidate my right to return by rummaging through my business Instagram and claiming it was a business purchase, which forced me to provide a statement from my accountant to dismiss this ridiculous assumption. When I finally managed to pack the greenhouse neatly for return after a lot of hassle, they also deducted 20% from the purchase price. Without any justification, photos of damage, just deducted €1100 from the purchase! This is completely illegal, but they do whatever they want. Fortunately, this matter is with my legal assistance, who will pursue these costs on my behalf. TIP: Do NOT engage with these scammers.
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Response by De Moestuinwinkel
Good afternoon Elizabeth, Of course, we are sorry to hear that you had such a poor experience with us. Out of more than 350 greenhouses sold (2023), you are the first who has not succeeded in successfully assembling one. In the photos, we saw parts that were assembled backward and upside down, and it was clear that stages in the assembly process were skipped. This makes successful assembly very difficult. The missing parts are certainly our/Vitavia's fault, and we arranged for them to be sent to you immediately after receiving the overview. We are an honest webshop with a transparent return policy. We always comply with the law (distance selling) and are assessed by the independent quality mark we are affiliated with. While we were still in the return process, you filed a dispute with the disputes committee and requested a chargeback from your credit card company. After completing the return, you also sought legal assistance. All three of these independent parties have investigated this entire case and ruled in favor of De Moestuinwinkel. For us, that concludes the matter. Despite a downright hostile and incoherent communication, we have acted properly in accordance with consumer law. That you disagree with this is no longer our problem. I would advise any competitor selling greenhouses not to sell one to this lady. Kind regards, Team De Moestuinwinkel.
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E.S.
6/12/2023
Fast and correct processing, excellent service.
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Serge Sacré
6/9/2023
Ordering went smoothly, but delivery by GLS did not - I have experienced this quite a bit with GLS.
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