I bought a product from Otto last year and chose the option to pay through installment. Even tough I am very happy with the product, my customer experience was really bad. The bill for the installment never arrived through mail and after a couple of months I had a bill saying I had to pay the total amount at once plus fees. After contacting the customer service I got connected with the financial section. I now understand why they are not working in the customer service, besides their obvious skills in finance: the huge lack of social skills. The worker at the phone was quiet rude, indifferent and did not even believe I never got the bills through mail, but assumed I just did not want to pay. Again: total lack of social skills and understanding. To be clear: I did not want to make a point or anything, but rather just get the bill send to me to pay the installments. Could I have reached out earlier? Yes. But they also could have reached out to me through different ways.I definitely take some responsibility regarding that.After a little discussion, I got her to send me the first payment through E-Mail, and the whole bill through post mail, again. Throughout the whole call it was not mentioned that I still had to pay the fees at all. Might be legally questionable...To top it all of, her reference in the mail was: you`re welcome. For what exactly? Thank you for not getting it done to deliver the bill, the extra fees on top of it and the indifferent approach on the phone. As I said before: the product on the other hand is really good!
