Pablo
BE CAREFUL!
Update 2nd of August: I have refused the package some weeks ago and I am still getting reminders to pay and no reply from the support team. Gerne auch auf Deutsch auf Anfrage! English: BE CAREFUL! Dear potential Fuugu clients, I would strongly advise you to be careful when buying or attempting to buy anything related to Fuugu Dishwashing Tablets. I am giving ONE star on this review because ZERO is not an option. I relate to other reviews in this forum where clients claim the lack of transparency in the proceedings of this company. I am being charged for more than 200 Eur in products I DID NOT order, I tried to cancel the order within minutes and now I am being told to accept the package and pay for sending it back – they also advise to not refuse the package since it my “get lost”. SUMMARY: Buying Process, User Interface, Customer Journey: Fuguu adds products to your cart even if you have not selected them. Just like other reviewers have mentioned. Although you explicitly say NO to a misleading and glitchy user journey, it ends up selecting them for you and invoicing you for them. If this is a bug in the UI or the system, it is causing them a lot of problems and making many shoppers frustrated. Email Correspondence: Tickets are created after you send an email but there is a disclaimer reply that states they will be looked into in 24H, which is surprisingly the window to cancel an order. Always CALL THEM! Phone Customer Service: The operators are nice and often will confirm something that does not match their email correspondence. Get their NAMES and mention it on your written correspondence. They offered me to get a 20% discount if I do not cancel the order. I said no, since canceling is an option Violation of GDPR: Although I opted for NO marketing emails, the company has been spamming me on a daily basis. This is illegal in Germany and can be reported at the Internet Beschwerdestelle site Storyline: 1. I was targeted on Instagram and I automatically fell for the benefit of the product so I started a buying process 2. I selected only ONE product 3. I was told an account was created – I received no confirmation 4. I was taken to another set of screens where I clearly said NO to many other product offers – just like other customers in this forum 5. At the end I was shown a list of products I have selected (not true) 6. I immediately called the service in Germany, which was closed, so I call the service in America at my own expense (30 min max from the ordering) – the customer support agent confirmed it will be canceled. I rejected the 20% discount offer for keeping the order 7. I wrote several emails asking for cancellation 8. Within 10-12 hours (still inside the 24h cancellation policy) I called the service line in Germany and the customer support agent confirmed it is cancelled after I rejected the 20% discount offer for keeping the order 9. Afterwards, by SURPRISE, I received several invoices through my Klarna account! 10. I have been contacted 2-3 times via email and been told that the (canceled) order is on transit and that I am advised to accept it upon arrival and pay for the return shipment. I have also been advised to NOT refuse the package, which I obviously canceled 11. The agents I have been dealing with belong one to Fuguu and one to Klarna - they share the same email address To wrap up, I hope the head of sales and marketing manage to get a hold of this complain and fix it. I am happy to share my order number privately.
Response from FuuguJul 11, 2023
Hi Pablo, Apologies for any inconvenience this situation has caused you. Kindly allow us to investigate your concern. We will initially be needing some information that we sent you a request for through Trustpilot. It will help us access your transaction record and do the necessary. Kindly provide the following: - Email address used to place your order - Order ID number that you can see at the top of your Fuugu purchase invoice - Full Name used to place the order Thank you for your patience, and we patiently await your response so we may resolve your concern accordingly. Fuugu Support Team