Produkt gut. Service...
Unfortunately, absolutely noticeable deterioration in service. Needed a product at very short notice, which is why we bit into the sour apple and paid the express delivery of 19.95 euros. In the shipping confirmation was confirmed that a delivery (when ordering online until 15 clock) on the following working day until 12 clock, which was very good for us, as at 14 o'clock to summer vacation should be filed. Unfortunately, there was still no parcel at 1430 o'clock and unfortunately we only received a "ticket" for our patronized email at 1305 o'clock with a request for patience. In the call we had now received from SVB, we were told that UPS will deliver the package by the end of the business day (as it was in our shipment tracking). When we pointed out that a delivery until 12 o'clock is guaranteed by SVB according to website and shipping confirmation email, this was denied in the first place, then let us give our phone number and promised us, you would take care and call back. Unfortunately, this callback never happened. The UPS driver drove to the yard at 1508 and delivered our package. On demand, the driver explained to me that SVB apparently has not yet been switched to the new delivery conditions, which apply since 01.01.2018 and state that the express delivery offered by SVB "Express Saver" now no longer until 12 clock, but delivered until the end of weekday must become. After no return call was made by the evening, we have again written an email the next day, in which we asked for the refund of shipping costs, as guaranteed by SVB on the website and the email. Quote "For orders before 15.00 clock (Online until 14.00 clock), we guarantee the delivery by 12.00 clock the following working day ..." ... "Should the delivery delay contrary to expectations, the shipping costs will be refunded." Then an email from the online shop department came back that the situation was now handed over to the Complaints Department. The latter then contacted us by telephone and again described our annoyance, but pointed out that express delivery only included the next working day as the delivery date. We referred again to the website and the email, whereupon we were confidently met, we should send the link of the website by mail to SVB, where we have read this clause. Even during this phone call, we researched on the SVB homepage after the clause, but happened to be no longer available. Now it was only "... we guarantee the delivery the following working day ..." (however, it was still promised that you would reimburse you for shipping costs, should that promise not be kept.) On the objection on our part, that it on the The previous day was still different on the website AND in the confirmation mail order was described, they thought we were stupid and assumed that we were wrong, but as luck would have it, we had after the nuisance of late delivery the day before a screenshot of Express delivery terms, which we sent along with the email to the mail address of SVB (at that time we created a second screenshot of the changed delivery and refund conditions of the homepage) .Then we were refunded the difference between normal and express shipping assured, as allegedly assured on the website.We insisted on the complete reimbursement of V expenses, as stated on the website. After this long odyssey of annoyance, on the one hand, because the package did not come on time, on the other hand, because we were sold as a customer for stupid, SVB finally buckled and refunded us the shipping costs. At the end of the song, the shipping conditions on the website have been changed again, "If the delivery is delayed contrary to expectations, you will be refunded the express surcharge." Accordingly, within less than 12 hours, the text of the homepage 3x changed to the warranty We are very disappointed in SVB and are actually used to better service from SVB.
