Emeline Gilbert

Our move was catastrophic

Our move was catastrophic, the DEMELUX company subcontracted the service to an external service provider in the country of arrival who did anything and broke a good number of objects and furniture. Several items initially packaged by DEMELUX have been broken due to poor packaging, which can quite easily happen. I would like to say that the team that packed was very friendly and professional despite everything. We had paid for a global service, the bill for which was very high and nothing was put back together on arrival and everything fragile was still in cardboard even though it had to be unpacked. We reassembled all the furniture ourselves and no furniture was placed in the correct room even though we had given all the instructions. The worst is surely the disastrous management of customer service/after-sales service which uses a dishonest legal shield (missing consignment note but photos of the arrival disaster as proof) to avoid being held responsible. We were compensated by the insurance of around €400 for the amount of the damage which was around double. The service was therefore not fulfilled at all and the Demelux company does not want to hear anything, they dragged out the dispute for 2 years with particular bad faith. So I do not recommend this company at all. The closure of the dispute does not satisfy us but we take note of it, however the company would be honored to apologize to the customer and recognize its errors.

Date of experience: October 13, 2024