onebioshop.com

Recensioni:

Beste klant, Het spijt ons dat het bestelde product niet beschikbaar was. Wij hebben de terugbetaling echter onmiddellijk uitgevoerd. De verwerkingstijd voordat het bedrag opnieuw op uw creditcard zichtbaar is, hangt vervolgens af van de kaartuitgever en valt buiten onze controle. Uw laatste e-mail hebben wij binnen één uur beantwoord en daarbij de ARN-code verstrekt, waarmee de terugbetaling kon worden getraceerd. Wij zijn blij dat het bedrag inmiddels correct is bijgeschreven, maar vinden het jammer dat deze belangrijke informatie niet volledig uit uw beoordeling blijkt. Met vriendelijke groet, OneBioShop Klantenservice

We are sorry that you remain dissatisfied, but we must correct several important points because the review presents the case as if OneBioShop had knowingly sent a different product and then refused to take responsibility. **That is not what our checks showed.** Order **#164256** was reviewed several times after your complaint, including the documentation and photographs you provided. The item supplied corresponds to the **commercial reference associated with the product ordered**. The difference you are referring to concerns the **manufacturer’s updated packaging/presentation**, not the shipment of a completely unrelated product. The product reference and identifying data were checked precisely because you disputed the appearance of the item. You repeatedly state that you ordered a “mask” and received a “shampoo”, implying that our warehouse simply selected the wrong product. However, after reviewing the order and the products received, **we found no picking or fulfilment error**. This was explained to you more than once. The fact that the manufacturer has changed the presentation, wording or packaging of a product does not automatically mean that a different commercial reference has been supplied. It is also important to clarify that product manufacturers regularly update packaging, graphics and commercial presentation while maintaining the same reference. Our terms and conditions, accepted during checkout, expressly take into account the possibility that the packaging or presentation shown online may differ from the latest version supplied by the manufacturer. This is particularly relevant in beauty and professional haircare, where packaging updates are frequent. Your review also states that we “completely refused to accept responsibility” and offered no practical solution. This is not accurate. We reviewed the case, requested photographs, examined the information you sent and gave you a clear return option. You informed us yourself that **one unit had already been opened** and that the second remained **closed and unused**. We therefore confirmed that the unopened unit could be returned in accordance with our return policy. The reason the return shipping cost was not offered at our expense is straightforward: after our checks, **we did not identify a wrong-item shipment or fulfilment error**. In a voluntary return or change-of-mind situation, the direct return cost remains with the customer in accordance with the applicable return conditions accepted when ordering. We also find it important to distinguish between a genuine logistics error and dissatisfaction with the manufacturer’s current presentation. Had our checks shown that a different product reference had actually been sent, the case would obviously have been handled as an incorrect delivery. That was not the conclusion reached after reviewing the available evidence. At no point did we prevent you from returning the unopened unit, nor did we deny you assistance. On the contrary, the case was reviewed repeatedly and answered in detail. What we could not do was classify the shipment as incorrect when the product supplied corresponded, according to our records and checks, to the reference associated with the order. We fully respect your right to be dissatisfied and to publish your experience. However, we must equally clarify publicly that **OneBioShop does not agree with the central allegation that a different product was knowingly or negligently shipped and that the customer was then left without a solution**. Our position remains unchanged: the product supplied corresponds to the ordered reference, the difference concerns the manufacturer’s updated presentation, and the unopened unit remains returnable under the applicable return conditions. OneBioShop Customer Service

Gentile Giancarlo, ci dispiace per la sua valutazione. Desideriamo tuttavia precisare la cronologia dell’ordine #157008. L’ordine è stato effettuato il 27 luglio. Il 31 luglio, appena accertata l’indisponibilità di due articoli, abbiamo disposto il rimborso di 40,98 € tramite lo stesso metodo di pagamento utilizzato per l’acquisto. PayPal ha completato l’operazione il 12 agosto e le ha inviato la relativa notifica. Dopo l’emissione del rimborso, i tempi necessari affinché la somma passi dal saldo PayPal alla carta associata dipendono esclusivamente da PayPal e dall’emittente della carta, non da OneBioShop. PayPal può confermare direttamente la regolarità e le date dell’operazione. Ci scusiamo per l’indisponibilità sopraggiunta. Il catalogo viene aggiornato costantemente, ma in alcuni casi può verificarsi un disallineamento temporaneo tra disponibilità mostrata e giacenza effettiva. I prodotti disponibili sono stati comunque spediti e consegnati nei tempi indicati. Servizio Clienti OneBioShop