Lousy service – Zurich furniture shop keeps customers waiting forever – Kassensturz espresso


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Nativo is again under criticism. But now everything should get better, promises the owner of the furniture retailer.

She no longer expects to get her money back, says a disappointed customer of the Nativo furniture store. This mainly sells “design furniture” online at “with competent advice, at attractive prices”, as stated on the company’s website. However, dealing with customers does not seem to be very competent: A few years ago, the “Kassensturz” reported on the furniture store. Allegation at the time: The shop collects money, but then delivers no goods.

Since then, Nativo customers have reported very similar things to both “Kassensturz” and the consumer magazine “Espresso” on Radio SRF 1. One is always put off, the goods are not delivered forever.

Customer has been waiting for a refund for a year

So does the customer who no longer calculates with her money. In the summer of 2021, she ordered four chairs from Nativo. She had paid almost 1,000 francs for it. Promised delivery time: Maximum twelve weeks.

It was said, for example, that the manufacturer would lack raw materials

But the customer waited in vain: “It was said, for example, that the manufacturer was missing raw materials,” she says. Again and again it was said that she needed a little more patience.

Goods ordered and not delivered: These are your rights


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Basically, only pay in advance with well-known, reputable providers. This can save a lot of hassle. If an approximate delivery date is given (e.g. four to six weeks) and this is not adhered to, you as the customer must remind the seller and give him a reasonable grace period. If the seller does not meet this deadline, you may withdraw from the contract. However: Providers can set other rules in their general terms and conditions. So it’s worth checking them out before you buy.

If the seller does not want to refund the advance payment, you should not be put off for weeks: Remind the seller and ask him to pay within ten days. If he misses this deadline, operate him. You can find a comprehensive overview of your rights here here.

After half a year, however, her patience was over: “I asked for my money back.” That was in March 2022 – and the long wait started all over again. “I’ve always been comforted. It was regularly said that the money would be in my account in two weeks at the latest.” They were empty promises, which is why the customer finally turned to “Espresso”.

New owner wants to make up for mistakes

He knows the problems, says Filip Radovic, who claims to have only owned Nativo since mid-2022. On the phone with “espresso”, he emphasizes that this only exists in Switzerland, or has existed. The other Nativo shops in Europe are doing well.

We then see whether we can still deliver the furniture – and if not, the money is returned.

The company is also active in Austria, for example. And some internet reviews suggest that not all customers are completely satisfied there either.

He does not know how many Swiss customers are still waiting for furniture or a refund. He asks everyone affected to get in touch: “We’ll see if we can still deliver the furniture – and if not, the money will be returned.” Nativo doesn’t want to let anyone down. “Step by step we will find a solution for everyone.”

“There will be no more problems in the future”

The Nativo owner says he wants to do better than his predecessors: “We will show what a responsible company is and what good customer service means. If you look at the list of our current customers, you will not find anyone who has not received their ordered furniture. There are no more such cases.”

The fact that “Espresso” was still in contact with a customer who ordered a sofa in November 2022 and only received it after a long back and forth, he counters with the promise: “There will be no more problems in the future.” He stands behind this promise.

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