Egija
Unresponsive Customer Service and Defective Product
Order AU5254 - Defective Product and No Customer Support I ordered a water machine (Order AU5254) from the European office, and the entire experience has been deeply frustrating. Upon receiving the machine, it became clear that it was faulty. The Alkaline VOC filter didn’t work properly, and the water was undrinkable as a result. I reached out to customer service immediately, explaining the situation and requesting a refund, they responded to me initially after raising my concerns they have not come back with a response. It’s incredibly disappointing that a company would sell a defective product and then completely ignore the customer when an issue is raised. What’s even worse is that under European consumer law, I’m entitled to a refund: The Consumer Rights Directive allows for returns within 14 days of a distance sale, even if the item has been opened for inspection. The Consumer Guarantees Directive (1999/44/EC) states that goods must be of satisfactory quality and fit for purpose, which this product clearly is not. Despite these legal protections, the company has refused to respond to my messages or acknowledge their obligation to refund faulty goods. I am extremely disappointed with both the product and the service from this company. I hope they take responsibility for this situation and honor my rights as a consumer, but as of now, I’ve heard nothing.