Disappointing and frustrating experience
Very disappointing and frustrating experience.
I visited this store as a non-German speaker and was advised entirely in English by staff when purchasing running shoes. After some guidance, I made the purchase.
At no point was I informed, verbally or otherwise, that refunds are not possible and that only a Gutschein would be offered. This only became clear when I returned to the store with unused shoes (only tried on in the store), and I was directed to a sign written exclusively in German.
It is not acceptable to conduct a full sales consultation in English while leaving critical purchase conditions accessible only in German. This creates a clear lack of transparency for international customers.
I have since contacted the company three times by email and received no response. Ignoring customers after the sale adds to the poor experience.
While I understand that German retail law does not require refunds, basic standards of customer service and fair communication should still apply. In this case, they did not.
I cannot recommend this store, especially for non-German speakers. Make sure you explicitly ask about return conditions before purchasing.