Defective lamp replacement marred by poor communication
Ordered a relatively high-priced lamp that unfortunately arrived defective. The process required returning the first lamp before a replacement could be sent. After repeated inquiries, I was finally told the replacement would take several weeks to arrive; answers around customs clearance (Germany to Switzerland) were left effectively unanswered. Weeks later, the lamp arrived with no prior notification and therefore no tracking information, leaving a €1000+ item sitting in our stairwell unnoticed for at least two days. While I understand the defect is the producer’s fault and so are restocking delays, the replacement policy was not very helpful and communication throughout the process was poor, bordering on obstructive.
26 August 2025
Unprompted review
