Unfortunately I cannot recommend Bol.com to anyone who wants to receive their items without damage. Especially BOOKS! I ordered two books sets during the spring sale and I was like - surely they won’t put two book box sets without filling material in one parcel. Spoiler alert - they put the two book boxes (one 5 books and one 8 books) in one parcel without any filling material…. and both collectors boxes and partly the books arrived damaged. I then tried to find out how to contact the customer service because I wanted to let them know. There was no way as I could only start the return process. I had to go via a different route to get to the email form. First the customer service was nice and replied very fast. However, after I told them that 1) a return and order again option wouldn’t be working (the books would arrive damaged again because they are not packed well!!) and 2) that I don’t want a gift voucher because I don’t want to buy anything and receive it damaged (because they don’t pack their items well) and 3) that I would like to receive the amount of the ‘gift voucher’ back to my original payment method..they stopped replying and said only: ‘We will start your return process.’Furthermore I’d like to add one of the passages I received as a reply from a customer service agent (that did not mention their name). -> ‘We want to ship our orders as efficiently as possible, with as little money as possible. unnecessary packaging material and as little air as possible. That is why we do not place items where the box or packaging itself is strong, in a convex box as well. These include items such as fans, deep fryers, irons, printers, coffee makers and diapers. For items that we do pack, this is done partly with the help of robots and partly by hand. We have different sizes of boxes and plastic shipping bags for these items (the plastic we use is made from recycled plastic and can also be recycled). Choosing a well-fitting box saves cardboard, empty space in boxes, space in the delivery vehicles and thus limits CO2 emissions’ As you can see Bol.com does not care whether items arrive damaged or customers are happy? 1) Book Box Sets have boxes that are designed to keep and to put into our book shelves. They are not packing material to protect the books… 2) It’s not sustainable to send devices in a way that they will get damaged!! 3) It’s also not sustainable that you offer returns and to make the customer order again! These many transport ways are worse than packing the items safe and sustainable. I am utterly disappointed by the way the items are packed and by the ‘service’ of the Customer Service. I won’t be ordering at Bol.com again and I cannot recommend it. —Update—I was contacted again (only after writing this review..) and offered a solution that I am more content with. All in all, I am not super happy with the whole experience, but I am happy the issue was taken more seriously at the end. It also seems that the packaging issue are being forwarded to the responsible department. So, let’s hope that in the future the items are packed in a more protected way. Thus, I will be giving 3 instead of 1 ⭐️
