AmbienteDirect.com reviews

Der Kunde bezahlt für Fehler der Firma doppelt

Nach einer Bestellung bei Ambiente Direct im November 2012 erhielt ich das falsche Produkt zugeschickt. Zwar wurde mir nach Rücksendung der Ware der Warenwert zurückerstattet (was in meinem Fall durch zweimalige Währungsumrechnung nicht dem ausgegebenen Betrag entsprach), nicht aber die (versprochenen!) Post- und Zollgebühren, die sich auf rund 100 SFR belaufen, dies trotz regelmässigem Nachfragen. Zum Schluss wurden meine Mails nicht mal mehr beantwortet.

They are happy to take your money but may not return it

I was supposed to order the Constanza lamp from AmbienteDirect. As soon as I had placed the order, I noticed that I had ordered the Constanzina (smaller) lamp instead of the Constanza (larger lamp). Only a few minutes after I had placed the order, I wrote an email and asked them to cancel the order of the Constanzina lamp, or change it to the Constanza lamp. This was in March 6th 2013. I only received an automatic email response, where they promised to reply later. I never got a proper answer to my email, but within the next two weeks, the lamp arrived. The smaller, Constanzina lamp.

I asked to return the lamp and exchange it to the Constanza lamp. After many emails, I finally got instructions, how to return the lamp. I agreed to pay for the shipping costs, and they agreed to pay for the return costs. I placed a new order for the Constanza lamp, and received it in another two weeks. I had to pay for the shipping costs of this lamp too. Actually, I think they should have refunded the shipping costs too, because technically they had sent me the wrong item, as they had ignored my request to change the order.

According to the tracking number of my return shipment, AmbienteDirect received the Constanzina lamp I returned on April 8th but they never refunded my credit card! I never got my money back for the lamp I returned. I have not received any answers to my emails.

According to my experience, if everything goes well, you may receive the items you order within a reasonable time. However, if you want to make a change to the order, get refunded for your return or get a response to your email, I do not recommend this company.

Willkommen im Club - suchen Sie sich lieber einen anderen Anbieter

Liebe (Mit)Leidenden,

auch meine Freundin und ich waren auf der Suche nach schönen Esszimmerstühlen, und sind auch bei ambientedirect.com fündig geworden; trotz der teilweise (abgrundtief) schlechten Kritik, haben wir dennoch über das Online-Portal der Firma bestellt. Nun, ich bin keiner, der alles sofort für die sprichwörtliche "bare Münze" nimmt und mache mir gerne selbst ein Bild - man mag ja doch immer gerne an das Gute glauben. Doch: Auch wir wurden eines Besseren belehrt.

Wir warten nunmehr seit ZWEI Monaten auf unsere Stühle, die - wohlgemerkt - ursprünglich mit einer Lieferzeit von zwei Wochen angepriesen wurden. Zwischenzeitlich gab es zwar eine unpersönlich E-Mail, in der wir darüber informiert wurden, dass es bei der Lieferzeit doch zu erheblichen Verzögerungen kommen sollte, gleichzeitig jedoch ein Liefertermin für Anfang Mai in Aussicht gestellt wurde. Aber bisher ist noch rein gar nichts geschehen! Auch auf mittlerweile drei E-Mails und vier Anrufe unsererseits wurde nicht reagiert. Na ja, es ist ja dem Anschein nach auch nicht mehr so wichtig, nachdem der Kaufbetrag mit einer Pünktlichkeit von unserem Konto abgebucht wurde, dass es selbst der Schweizer Bundesbahn die Schamesröte ins Gesicht treiben würde.

Ob auch wir UNSERE Stühle jemals geliefert bekommen, ist mittlerweile zu bezweifeln und das Geld wird ggfs auch "futsch" sein. Aber dennoch, liebes ambientedirect-Team: wir würden uns auch jetzt noch sehr über ein Lebenszeichen eurerseits freuen!!!! Die Prämisse "Der Kunde ist König" gilt auch im Online-Zeitalter.

Daher auch unser Fazit: Lieber gleich bei einem anderen Anbieter kaufen - auch wenn es zunächst den Anschein macht, etwas teurer zu sein.

I would not order here again

I ordered at ambientedirect.com for the first time about 2 yrs ago and was satisfied with the service and the delivery. I recommended them to other friends who became customers soon thereafter. On my second order last year I had one of the worst online shopping experiences ever. I have ordered a EUR 1k+ high-end office chair and received it after several months. Its aluminium frame it was broken, the chair was replaced another few months later and arrived damaged again. following this, the company refused to take back the chair and reimburse the price. It further refused to make a decent offer for a price reduction which was more than appropriate given the damage. I reckon that if one is willing to pay this money for an office chair, it is entitled to receive a product without defects. I am certain not to order here again or to recommend them to anybody else.

Incompetent pack of liars

These guys are totally useless.

I ordered a lamp from them on 20.04.13. They promptly took payment on 22.04.13 but then sent me an email on the 23.04.13 saying they had ran out of stock and had cancelled my order. I then received another email on 24.04.13 saying they would be reordering from the supplier.

I didn't hear any more so I emailed them on 30.04.13 requesting an updated delivery date. I didn't receive a response (except for an automated response saying they would respond within 24 to 48 hours) so I emailed them again on 09.05.13. I didn't get a response again so I called their office on 10.05.13 to confirm the situation and was told they would be reordering from their supplier which I would receive after 3 weeks.

On 13.05.13 I received a reply to my email on 09.05.13 saying my order was already cancelled and the lamp was no longer available. I replied and reminded them of my phone conversation, the fact they had already taken payment and that the item was still available on their website. Therefore I requested them to despatch the item to me promptly.

On 14.05.13 I received an automated response telling me my credit card would be credited without any explanation or apology.

Avoid using AmbienteDirect at all costs. Their inability to fulfil a basic order will only waste your time. Their lack of customer service is a feat only matched by their incompetence.

Friday, May 17, 2013

Reply from Ambiente Direct GmbH

Dear Mr. Yule,

we appreciate your feedback, you are helping us learn and improve, so we extend our sincerest thanks to you. We would also like to comment on the mentioned issues.

The product you ordered in our online shop was clearly marked as an “outlet item”. For all of the items in this category we provide the additional information that they are only available once. In your case, unfortunately, we experienced an overlapping of orders, where the product had just been taken, but still showed up in the system, meaning it couldn't be dispatched to you.

We can imagine the frustration the back and forth of contradictory information caused you, but there must have been a series of misunderstandings in our service centre, since this product is also available as new goods and in stock in another category of our online shop.

We regret this misunderstanding about outlet items and new goods and that your experience with us wasn't a satisfactory one. Please know that it causes us great discomfort that you were not served as expected, and we hope you will give us the chance to renew your trust in the world's leading design retailer!

Sincerely,

Your AmbienteDirect.com Team

No delivery date despite several emails

I ordered a Piet Hein table on the site, which was easy to use and navigate. The item appeared to be in stock.

When they charged my card for the entire amount, I asked for a delivery date expecting a prompt response and they did respond apologising "We are very sorry to inform you that we are not able to deliver your products on the originally stated date. We deeply regret this discrepancy and are doing our best to get your order to you as quickly as possible. "

I responded four times to that email asking for an expected delivery date, but no response has come. I have tried the UK and the German telephone numbers but after 5 minutes on each, the phone goes dead and no one responds.

I am embarrassed for them - this is 2013 and they ought to know better.

I will be asking my card company to recall the funds -

Until they improve on communication, I suggest you do not deal with them.

Order#1069685

__
updated
rating improved to 2 stars as a contact did respond once I directly emailed her. She promised free delivery of the table immediately, but I went ahead and cancelled the order anyway as I had made alternate arrangements. The fact that no one responded from the standard email address even telling me it was on its way was the reason, but I increased rating because it felt like the right thing to do.

Thursday, May 16, 2013

Reply from Ambiente Direct GmbH

Dear Sunjeeve Patel,

we really appreciate your feedback. Our customers' happiness is most important to us and you help us to learn and improve.

I deeply regret to hear that the delivery of your table wasn't carried out in a timely fashion. Unfortunately, there was an overlapping of orders, which meant we weren't able to provide yours from our stock anymore.

We will research in our e-mail system why your e-mails didn't reach our service centre properly. My colleagues brought this case to a close today and your amount was reimbursed to your credit card.

Hopefully you will give us a chance to renew your trust in the world's leading design retailer, for we are confident that your future experience with AmbienteDirect.com will be very positive!

Sincerely,
Your AmbienteDirect.com - Team

!!!! DRINGEN DIE FINGER VON AMBIENTEDIRECT LASSEN !!!!

Ich habe am 24.01.2013 eine defekte Lampe an die Firma AmbienteDirect zur Reparatur geschickt. Als ich nach einem Monat immer noch nichts gehört habe, fragte ich via eMail nach wo meine Lampe sei. Am Anfang wurden eMails noch zwei dreimal beantwortet, danach kam gar nichts mehr. Via Telefon war man minutenlang in der Warteschlange, eine Ansprechsperson erreichte man aber nie. Erst nach einer Intervention auf der Facebook-Site über den miserablen Service, bekam ich eine Antwort, wo ich wieder vertröstet wurde.

Seit nun DREI Monaten warte ich auf meine reparierte Lampe oder das Geld. Bis heute habe ich weder eine Antwort bekommen bis wann ich mit der Lampe rechnen kann, noch bekam ich sonst eine Antwort auf meine eMails!

Ich rate allen ganz klar von dieser Firma und ihrem miserablen Service ab! Geht lieber in ein Möbelhaus, wo ihr bei Reparaturen wieder vorbeigehen könnt!

Also auch mein Statement: !!!! DRINGEN DIE FINGER VON AMBIENTEDIRECT LASSEN!!!!

PS: Rechnungs-Nr.: 1211994

Friday, May 03, 2013

Reply from Ambiente Direct GmbH

Guten Tag Fabio,

wir verstehen Ihren Ärger und es tut uns leid, dass die Reparatur des Leuchtenkopfs mehr Zeit in Anspruch nimmt als erwartet.
Wir haben Ihre Leuchte an den Hersteller weiter gesendet und erwarten ebenso dringend wie Sie eine Information zum der aktuellen Sachlage.
Sobald wir mehr wissen, melden wir uns umgehend bei Ihnen und müssen Sie leider auch an dieser Stelle erneut um etwas Geduld bitten.

Mit freundlichem Gruß
Ihr AmbienteDirect.com - Team

absolut nicht empfehlenswert!

Auf der Suche nach bestimmten Esszimmerstühlen, bin ich bei ambientedirect fündig geworden; dort wurde der Stuhl als sofort lieferbar angepriesen; preislich war dieser Onlineshop nicht günstiger als ein Ladengeschäft, so dass "sofort lieferbar" mein Kaufargument war. "Sofort lieferbar" bedeutet für mich nicht, dass nach mehreren Wochen nicht geliefert wird.

Ich schrieb eine Mail an die angegebene Mailadresse, doch ich erhielt keine Antwort; der Versuch das Call-Center zu erreichen scheiterte, da nur eine Warteschlange aktiv war. Jetzt kann der Schluß naheliegen, dass sich vielleicht sehr viele Kunden telefonisch beschweren, weil angeblich sofort lieferbare Möbel gar nicht auf Lager sind oder aber dieses Call-Center besteht aus einer Person, die dies im Lohnnebenerwerb macht. Irgendwann war dann doch jemand zu erreichen, auf meine Frage, warum denn meine Möbel nicht geliefert wurden, sagte man mir, wir haben eine 3-wöchige Lieferzeit. Als ich sagte, dass war so nicht auf der Website etc angegeben, entstand Sprachlosigkeit. Auch auf meine Frage, warum ich nicht darüber informiert worden bin oder wieso auf meine Mail nicht geantwortet wurde, kam keine Reaktion.

In KW16 sollten nun die Stühle beim Onlinestore ankommen, so dass man eine Lieferung in KW17 erwarten könnte, doch auch hier gibt es keinerlei Information, ob dies geschieht.

Hätte ich genau diese Stühle bei Home24 bestellt, wären es zwar 6-8 Wochen Lieferzeit, die ich jetzt sicherlich auch habe, aber mein Preis wäre ungefähr 60-70 Euro günstiger gewesen.

Mein Fazit: Möbel sind dort scheinbar nicht auf Lager, obwohl es angegeben wird. Wenn Möglichkeit, kein Geld vorher bezahlen bzw. gleich bei einem anderen Anbieter kaufen.

Ob ich die Stühle jemals geliefert bekomme, bezweifle ich und das Geld wird ggfs auch weg sein.

Friday, April 26, 2013

Reply from Ambiente Direct GmbH

Guten Tag Frank_S_Berlin,

selbstverständlich werden Sie Ihre Stühle „besitzen“ und zwar schon in den kommenden Tagen, da wir soeben Ihren Auftrag versandfertig gemacht haben.

Ihre Artikel sind derzeit online mit einer dreiwöchigen Lieferzeit angegeben. Möglicherweise war zum Zeitpunkt Ihrer Bestellung nur ein Teil der Ware sofort verfügbar war. In diesem Fall vermerken wir es auf Ihrer Bestellbestätigung, vielleicht haben Sie es übersehen? Denn wir versenden erst, wenn alle Artikel an Lager sind.

Wir sind sicher, dass Sie mit Ihren Stühlen zufrieden sein werden und würden uns freuen, Sie demnächst auch von unserem Service zu überzeugen.

Mit freundlichen Grüßen,
Ihr AmbienteDirect.com Team

A good experience

To me it's weird seeing all these negative reviews. The selection was great and the shipping cost inside EU very reasonable and I got what I ordered without a problem.

Je ne suis pas de votre avis !

Je suis cliente chez AmbienteDirect.com depuis des années. je n'ai jamais eu de problème particulier, si ce n'est le délai de livraison un peu long, J'habite la campagne et même la distribution du courrier prend plus de temps. Pas de soucis, pas de critique, je n'ai donc jamais poster d'avis. C'est comme ça malheureusement...

Nie wieder ambietedirect

Dieser Shop ist eine Katastrophe. Habe eine Artemide Lampe bestellt, Gerät kam nicht als Neuware und defekt an. Keine Antwort auf E-Mails, telefonisch nicht erreichbar, musste paypal Käuferschutz in Anspruch nehmen.

Friday, March 08, 2013

Reply from Ambiente Direct GmbH

Guten Tag Herr Polenske,

es tut uns leid, dass Ihr bestellter Artikel offensichtlich nicht einwandfrei war. Der Hersteller hatte ihn uns als Neuware gesendet und als ebensolchen haben wir ihn an Sie weiter geschickt. Selbstverständlich erhalten Sie von uns Ersatz, jedoch haben wir derzeit bedauerlicherweise keinen an Lager. Da wir seitens des Herstellers noch keinen verbindlichen Liefertermin für weitere Artikel dieser Art genannt bekommen haben, könnte es zu weiteren Verzögerungen kommen, für die wir uns vorab entschuldigen möchten.

Sobald wir mehr wissen, setzten wir uns umgehend mit Ihnen in Verbindung.

Mit freundlichem Gruß
Ihr AmbienteDirect.com Team

Do yourself a favour and avoid

I did the mistake of ordering a bed with ambiente direct back in November 2012. 3 months on I still have not received it, I don't even have a confirmed delivery date and my money has long been happily taken.

This company seems to work on the model of pretending products are available, while they are actually just ordered with the manufacturers once ambiente receive an order themselves. No wonder it takes months to sort it out, if ever. Pair this with terrible service and zero responsiveness you got a company at hand that is best avoided.

Their standardized email response is that they made over 100,000 customers happy already, but they don't mention the, felt, 250,000 that have been driven to despair in the process.

I wish I had checked reviews here before I placed my order. Don't go there.

Friday, March 01, 2013

Reply from Ambiente Direct GmbH

Dear Lars Teichmann,

we appreciate your feedback and are sorry that your experience with AmbienteDirect.com wasn't a pleasant one.

Checking our databank for your name I was able to reconstruct what happened since you placed your order in November. Unfortunately, it had to be reordered from the manufacturer, who in turn told us it needed to be produced anew. Our warehouse didn't receive the delivery from the manufacturer until just two days ago, and we were told that there was an unexpected delay in the production of the bed. This week wednesday we finally received the bed and have already set everything in motion to have it sent to you as quickly as possible.

It pains us that we can't count you as one of our satisfied customers, because you had to wait so unexpectedly long for your delivery. If you give us another chance, we would most certainly make you a generous offer, and I'm confident we can restore your faith in the world's leading design retailer!

I'm sure your new designer bed from AmbienteDirect.com will bring you lots of joy.

Sincerely,
Your AmbienteDirect.com Team

merci AmbienteDirect

J'ai commandé la fameuse lampe Tolomeo , vous savez celle qu'on voit dans toutes les séries. Elle est arrivée sans encombre, bien empaquetée dans son immense et solide carton. J'avais commandé le lampadaire sur roulette, et bien, il fait l'unanimité dans la maisonnée. Quant à l'éclairage, plus chaleureux et confortable tu meurs!. J'ai aussi vu sur le site le nouveau look années 50 des sacs Reisenthel, je vais encore craquer....

Bad company, never reply

I have placed 2 orders for more than a month, sent them many emails, didn't got any answer, you charged my card for EURO5,000 right after my order, what kind of service you have!!!! My order number #1063515 and # 1063128.

They NEVER reply emails, it's should be shipped in mid of February, NEVER update the status.....

What happen to Germany company???

Tuesday, February 26, 2013

Reply from Ambiente Direct GmbH

Dear Connie LoChan,

your feedback is very important to us, it helps us learn and grow, so we extend our sincerest thanks to you. Since AmbienteDirect.com serves over 100,000 happy customers worldwide, we are positive that we will be able to sort out this issue.

According to your details you ordered several products by different manufacturers in both sessions. To keep the shipping costs as low as possible for our customers we usually send out all products in one big package. Sometimes we need to wait to receive some items from the manufacturers, which means we also need to wait to send out the customer's order.

As you can see from our terms and conditions, for orders from outside of the EU we charge 50% of the purchase value when we receive your order and the rest when we send it out to you.

Why you didn't receive answers to your e-mails is still being investigated. However, I was able to see in your customer data that our ServiceCentre sent you a status update concerning your order.

Let us restore your faith in this German company and the world's leading design retailer!

Sincerely,
Your AmbienteDirect.com Team

Effiziente und professionelle

Ich habe mehrere Küchengeräte darunter eine Küche Blender Artisan bei Ambientedirect gekauft.

Ich bin wirklich mit ihren Leistungen zufrieden. Besonders bin ich von das Qualität des Verpackung für zerbrechliche Sachen sehr zufrieden.

Ich bin sicher, daß ich nochmal bei diese Firma bestellen werde.

Deshalb wurde ich 4 Sterne bewerten !

A admirable quick response from AmbianteDirect

ORIGINAL POSTING
By far my very worst web buying experience ever. (in 10 years)

On 10 January 2013 I ordered a Martinelli Cobra table lamp and made an immediate payment. Ordernumber 1061125. The indication was that it was in stock.
16 January I received an e-mail with shipping information, however it was for another order number and for another person. I hope he received his proper package. I send a mail to AmbienteDirect informing them on there mistake, no reaction.
When early February still nothing was received, I wrote again an e-mail asking an explanation. No reaction. One week later I send a new mail with an attached proof of my payment into the proper account of AmbienteDirect and a further request for an update. Again no reaction.
After all the rest of the complaints on this site my hope of receiving reaction in the next couple of months is extremely low.
In my last mail I asked them to cancel my order and refund the money (nearly 700 euro) if the cannot deliver in two weeks from now. I wonder!
And keep you, my friends informed.

THE VERY QUICK RESPONSE ON MY ORIGINAL POSTING OF
6 HOURS AGO
My friends,
I promised to keep you informed about the progress on my experience with AmbianteDirect. Within a couple of hours after posting my experience with the firm, I received an answer.
Quote:
Dear Gam de Neef,
Your feedback is very important to us, it helps us learn and grow, so we extend our sincerest thanks to you. Checking your order number we were able to track the status of your order. You must have received a shipping confirmation for your order, and the delivery was successfully completed in Belgium on January 25 2013, we have a DHL delivery receipt for this. Did the package not reach you? Was it maybe delivered to a neighbor in your absence?
Etc.
Unquote.

As I explained in my previous posting, I received by mail a shipping announcement Shipment number 00340433969299116162, the mail was addressed to me, but the order number/invoice number: 1301163 was for a certain person named Geert Renier. I hope he received his ordered product on 25 January.
My order number is 1061125 and that is unfortunately not delivered to me or any of my neighbors.

Because of this quick response I am considering rising my rating to two stars, but I hold this change till I get the final solution of the problem
Dear friend, again I will keep you informed about the further progress

Wednesday, February 20, 2013

Reply from Ambiente Direct GmbH

Dear Gam de Neef,

your feedback is very important to us, it helps us learn and grow, so we extend our sincerest thanks to you. Checking your order number we were able to track the status of your order. You must have received a shipping confirmation for your order, and the delivery was successfully completed in Belgium on January 25 2013, we have a DHL delivery receipt for this. Did the package not reach you? Was it maybe delivered to a neighbour in your absence?

We put in an investigation request to the shipping service and are awaiting their reply within the next couple of days as to where your package is. If it was truly delivered to a different recipient we would be happy to send you a replacement or cancel your order with a refund.

As soon as we hear back from the shipping company we will contact you immediately! Since AmbienteDirect.com serves over 100,000 satisfied customers we are confident we will be able to sort out this issue.

Sincerely,

Your AmbienteDirect.com Team

Promised product was on stock, after nearly 3 months we're still waiting

DO NOT BUY ANYTHING FROM THIS COMPANY!
Nearly three months ago we’ve ordered and paid for the Woody Column High (Hay). Today, we are still waiting, although the website said that it was in stock at the moment of ordering (delivery within 2 weeks).

A month ago we received the wrong wooden-elements (belonging to Woody LOW). We have been emailing, calling, waiting. We’ve been asked to return the wrongly delivered parts (2 m long, 10kg heavy) but the package is too large for the post-offices to accept.

The communication with Ambientedirect is terrible because usually they don’t respond. When they respond they say thew will resolve the problem but nothing happens till today

Monday, February 18, 2013

Reply from Ambiente Direct GmbH

Dear Floortje Krebbers,

thank you for your feedback and for helping us in our constant endeavour to please our customers. Since AmbienteDirect.com serves over 100,000 satisfied customers worldwide, we're confident we will be able to clear up this misunderstanding.

We can only imagine the frustration at receiving the wrong item and we know that returns, especially outside of the EU, are very bothersome, so we are very sorry to hear that this has happened to you. We will do our best to sort out this issue and accommodate you as quickly as possible.

Please send us your order number, so we can check your customer data and find a solution to this problem. Let us restore your faith in the world's leading design retailer!

Sincerely,

Your AmbienteDirect.com Team

Aucuns soucis

J'ai réalisé l'achat d'une table basse que je ne trouvais pas ailleurs en croisant les doigts pour qu'il n'y ait pas de soucis malgré les critiques que j'avais lu précédement sur ce site... et aucun problème de mon coté, j'ai été livré dans les délais et la table est conforme a la description du site.
Donc soulagée et ravie de mon achat !!

Absence de service post-achat et aucune résolution de problème

Expérience inacceptable:

Achat d'un luminaire Tolomeo Suspenssionne Decentrata. Prix : +/- 600 euros.

Le luminaire est défectueux. J'habite le Canada et le produit vient avec une garantie européenne seulement.

Impossible de traiter avec le service à la clientèle. Attendre au minimum 1 semaine pour avoir une réponse.

Résolution du problème? aucune! Le service à la clientèle me répond qu'il n'ont pas ce luminaire en stock, impossible d'obtenir la coopération pour un échange, remboursement ou réparation.

Nous avons donc perdu notre temps et notre argent - le luminaire est toujours dans sa boite.

Plus jamais je ne ferai une transaction avec AmbianteDirect.

Monday, February 11, 2013

Reply from Ambiente Direct GmbH

Bonjour Monsieur Blanchette,

Nous vous remercions beaucoup pour votre commentaire.

J'ai traité votre demande avec attention et demandé des précisions au sein de notre équipe. Votre exposé des faits a déjà été transmis au fournisseur pour demande de précisions. Malheureusement nous n'avons pas encore recu de réponse expliquant l'origine de la défectuosité de l'article. Aujourd'hui nous avons de nouveau adresser une demande de réponse urgente auprès du fournisseur afin de pouvoir vous apporter dès que possible une solution à votre cas.

Dans ce cas de garanties, nous sommes malheureusement dépendant de l'expertise des fournisseurs spécialistes qui pourront identifier l'origine de la défaillance et apporter une solution concrète à celle ci.

Nous sommes sincèrement désolés de ne pouvoir vous apporter à ce jour une réponse concrète à vos questions. Nous faisons le nécessaire et nous vous tenons informer le plus rapidement possible pour vous apporter une solution adaptée à votre problème.

Nous vous remercions par avance pour votre compréhension et patience. Nous restons très volontiers à votre disposition pour toute interrogation.

Bien Cordialement

Votre Equipe AmbienteDirect.com

Promised product were in stock but have to wait two months

Hi,
Nice web-page, cool products - everything seems professional but....what a lousy service and horrible tricks to get people to buy. I ordered a dining-table 3 weeks ago, the page said it was on stock and I would receive it within 2 weeks. When the two weeks passed I send an e-mail and 5 days later i got a respond that the table would not arrive until week 9 (last week of feb.), afterward they will ship it to me to arrive in week 10 (i hope).
Ok, first thinking, everybody can make a mistake, but I looked again on their web-page and it still says delivery in 2 weeks for the same table. I am sure this is done to lure other people into buying (I can also see on this page, that I am not the first one trying this).....very disappointing and very bad tricks. Its not a cheap site, basically it cost the same as in shops, but in most shops you dont have to wait 2 months - atleast not if it really is in stock.

Tuesday, February 12, 2013

Reply from Ambiente Direct GmbH

Dear Rassmus Dissing Pedersen,

we truly appreciate your feedback, because you helps us learn and grow, so we extend our sincerest thanks to you.
The delivery times visible on our website are the standard delivery times as stated by the manufacturers. For different reasons, such as new production or production delay, it is always possible that these delivery times are prolonged unexpectedly. As soon as we receive such information from the manufacturer we immediately inform the customer it applies to.
As for the delivery times visible on the website, they need to stay the same, because for following orders the delivery time may be regular again. In these kinds of situations we are always highly dependent on feedback from the manufacturers and, unfortunately, aren't able to influence their processes in any way.

Since we serve 100,000 satisfied and happy customers worldwide, we are sorry to know that your experience wasn't a pleasant one. We regret that you feel deceived, believe us that that is never our intention. Please rest assured that your table will be on its way to you as soon as it reaches our warehouse from the manufacturer.
We would love to prove to you that our passion for our customers is just as big as for design and sincerely hope you will give us the chance to renew your trust in the world's leading design retailer!

Sincerely,

Your AmbienteDirect.com Team

Hard to deal with but I got 10% repaid for the delay - eventually...

I ordered a Fontana Arte Yumi lamp on October 15 2012. It is for my office so I paid in euro on my business account. When the promised two week delivery was exceeded, I contacted them. The call took some time to connect and was an 087 number. I was told that one was being specially made for me and was given another delivery date. When this was exceeded, I requested a refund. I was told that it was not possible to have a refund as payment had been made from a business account, not a personal account and that a business-to-business contract could not be broken.

I was also told that the light had been received by Ambientedirect, but was damaged and 'you wouldn't want to receive a damaged item, would you?'

I researched the legal situation under German law and found it to be not as stated. I was then told that there must be a production problem at Fontana Arte as they weren't coming through. When I referred to the lamp that 'was being specally produced' and the one that had been 'received damaged', the official I was speaking to realised that the pretence could not be kept up and 'couldn't imagine where these stories had come from.'

I negotiated a written undertaking that there would be a full refund if the lamp did not reach me by the end of February 2013 and an immediate 10% repayment because of the delay.

The lamp arrived today (10 January 2013). It was very well packed on a huge wooden pallet and was in perfect condition.

So 'Alls Well That Ends Well', but I had to stand up for myself with them and deal with being told untruths - not something I am used to doing when I am spending nearly £2000. None of the promised call backs was received and I had to call several times to achieve a resolution. For this reason I shall not buy from them again.

Saturday, January 26, 2013

Reply from Ambiente Direct GmbH

Dear Mr. Mucklejohn,

your feedback is very important to us, it helps us learn and grow, so we extend our sincerest thanks to you. Since we serve 100,000 satisfied and happy customers worldwide, we are very sorry to know that your experience wasn't a pleasant one.

We are very happy to know that the Yumi light reached you in perfect condition and will now spread its beautiful light in your office.

When your lamp first reached our warehouse directly from the manufacturer it had been damaged in transfer, which caused the unexpected delay you spoke of. When inspecting the package we found damages on the packaging and couldn't possibly accept the product under these circumstances. To ensure our customers' happiness we only ship products that are in flawless condition. A prompt reorder was initiated and after the second product showed no signs of damage upon thorough inspection it was immediately shipped to you.

Since we always endeavour to please our customers to the best of our abilities, we regret that your first experience with AmbienteDirect.com was tainted with these unlucky circumstances. We would love to take on the challenge of proving to you that our passion for our customers is just as big as for design and sincerely hope you will give us the chance to renew your trust in the world's leading design retailer!

Sincerely,
Your AmbienteDirect.com Team

I didn't get what I ordered for 2 months

My order is for business and delay won't be accepted from my client.

I transfer the money on 14th Nov. 2012.

I got an email on 1st Dec. 2012 which mentioned my order has been reordered from the manufacturer for me. It is supposed to be delivered between 24.12.2012 - 28.12.2012.

But nothing happen and no one reply, STILL!!

I called the hot line and just heard message for 3 minutes! (This is international call)
Who can I talk to?

Saturday, January 26, 2013

Reply from Ambiente Direct GmbH

Dear Chia Fang Kuan,

we appreciate your feedback. Since AmbienteDirect.com serves over 100,000 satisfied customers all over the globe, we are confident we will be able to clear up this issue.

If you care to send us your order number, we will be able to check your order's status. And certainly, we would also be very happy to call you back!

Thank you again for helping us in our endeavour to make our customers happy!

Sincerely,
Your AmbienteDirect.com Team

A terrible, couldn't-care-less business

I ordered a Kartell Componibili storage unit from this 'designer living specialist'. I paid for it, waited for it to come and was very patient when there was a delay in sending it to the UK, where I live.
In short, I have not received the item. There was (apparently) an attempted delivery one day when I was out at work.
Since then, I have emailed at least 3 times a day to try and find out how I can receive it. They refuse to give me a phone number or contact details for the carrier service, DHL. When I tried calling DHL UK myself, they said they were 'acting as a third party' and couldn't help me, or give me any other phone number.
Ambiente's only reply is that I can 'collect the item from my next (sic) post office'. When I responded asking where that might be, and whether they meant a DHL delivery depot rather than the Royal Mail, there was silence. Since then I have received no reply to any of my communications. Basically, they don't want to know. They have my money and presumably, in the end, the item will get sent back to them.

Saturday, January 26, 2013

Reply from Ambiente Direct GmbH

Dear Caroline Merz,

thank you for your feedback and for helping us in our constant endeavour to please our customers.

Indeed, we received your order in the beginning of December and promptly shipped your product. And just as you described, there was a problem with the delivery by the shipping company. At the time of the first attempt to deliver your order, unfortunately, you weren't home and the package was put into interim storage. At your request we contacted the delivery agent and arranged a second delivery.

Since it is our sincere wish to please all of our customers, it pains us that we have absolutely no control over delivery delays and that we are dependent on the handling of the shipping agent after the package leaves our warehouse. Especially during the seasons of Christmas and New Year delays can occur unexpectedly.

By now the product must have reached you and we hope you are enjoying your Componibili container. Since AmbienteDirect.com makes more than 100,000 customers happy all around the world, we are confident that your future experience with AmbienteDirect.com will be very positive!

Sincerely,
Your AmbienteDirect.com Team

A real nightmare company

Half a year ago I ordered 6 chairs, and at this moment have recieved only 5 of them.

The chairs are not the ones I ordered: Wrong sort of wood, wrong dimensions.

I have on request from AmbienteDirect taken and sent photos, but nothing happens further on.

The mails are now not replied, and the phonecalls are not replied, you cant get in contact or they dont call back.

Of course my order was immediately charged 1500 dollars.

Obviously this horrible company hides when it comes to taking responsibiliby for their faults and for solving the big problems and frustrations they put on their customers.

So, the excuses they give on Trustpilot can only be seen as completely strategical. Do not expect that this company would change their criminallike way of behaving.

DO NOT BUY ANYTHING FROM THIS COMPANY UNLESS YOU WANT TO BE COMPLETELY PISSED OF

Post scriptum: The story ended up with, that I realised what THEIR problem was: The manufacturer simply didnt had any more chairs in the wood and size I ordered, so it was clear to me, that AmbienteDirect simply had changed the order and sent me the wrong chairs!!!!! I resigned after a lot of time spent trying to get things solved in a decent way, obviously completely impossible with this disgusting company. Still after half a year I have not recieved one of the 6 chairs I payed for.

Saturday, January 26, 2013

Reply from Ambiente Direct GmbH

Dear Mr. Nielsen,

We take your feedback very seriously, because it helps learn and grow, so we extend our sincerest thanks to you. Since AmbienteDirect.com serves over 100,000 satisfied customers worldwide, we are confident we will be able to sort out this issue.

As we have communicated to you in personal e-mails, there seems to have been a mix-up in our warehouse concerning the delivery from the manufacturer and the shipping out of the different versions of the chair. Thanks to the photos you so kindly provided the manufacturer was able to make out that you did, in fact, receive the correct wood version, however they were sent out in stacking and non-stacking versions.

Because it is in our interest as much as yours to clear up this misunderstanding, we have asked you to inform us how many of which version, stacking or non-stacking, you have received. As it is our sincere wish to satisfy our customers, we will contact you again via e-mail and will be awaiting your response and the chance to renew your trust in the world's leading design retailer!

Sincerely,
Your AmbienteDirect.com Team

Quick delivery | Superb prouckt

I miss one thing. It should have been poosible to buy on export (free of v.a.t).

It's expensive to pay tax i two countries...
I have to pay another 25% ekstra...

AMBIENTE DIRECT IS EXCELLENT!!!

I recommend Ambiente Direct to all lovers of interior design! Ambiente Direct has it all. Great costumer service ! Fast shipping, great prices and always the latest products on the market.

ALL POSITIVE

If I had read all the negative reviews I would not have ordered from this company. However, I placed an order for two Stelton jugs on the morning av Nov.19. Received an instant reply to my email re the delivery time and in the afternoon I got another email stating that my order had been dispatched that day. This morning the parcel arrived....three days after placing the order! Well packed and no damages.
I was obviously lucky and I do feel sorry for all those who've had problems with the company, it is SUCH nuisance. Whether I will order from them again......???

Buyer Beware!!

In over 12 years of on-line purchases, this was my worst experience. Based on my situation, while your credit card will be charged immediately, your emails are very likely to go unanswered. And the goods you receive will look fine on their website but will likely be missing parts when they (finally) arrive. And any attempt to request a refund will be ignored. My strongest possible recommendation is do not deal with Ambiente Direct. In this day and age, a company displaying this sort of customer service should be out of business.

Tuesday, December 04, 2012

Reply from Ambiente Direct GmbH

Dear Mr. Troemel,

your feedback is very important to us, it helps us learn and grow, so we extend our sincerest thanks to you. Checking your customer data revealed that the latest delivery to you was unsuccessful, because apparently nobody was present to receive the goods. Thus the package was sent back to us, after which you contacted our customer service center. However, unfortunately the communication seems to have broken off.

We can only imagine the frustration this caused you, but please know that it also causes us great discomfort to realise that you have not been reimbursed, yet. Just now we have arranged for you refund to be booked as quickly as possible. Additionally, you will receive an extra confirmation of this booking via e-mail.

The responsibility for this delayed refund lies entirely on our shoulders and we sincerely apologise for it. If you give us another chance we will prove to you that our passion for our customers is just as big as for design, and we would most certainly make you a generous offer. Since AmbienteDirect.com makes more than 100,000 customers happy all around the world we would like to take on the challenge to persuade you!

Sincerely,
Your AmbienteDirect.com Team

Worst company ever!!! Do not use...

I wont elaborate too much on this as there are many more bad comments about this company and frankly i wasted too much time with them but i will just say this:

I've been waiting for a table lamp for 6 weeks...During that time they said it would be delivered 3 times!
Never bothered to called or email and let me know that there is a problem
When i talk to them they are clueless...its like talking to the wall. Have NO idea about anything and if you speak to 3 different ppl you will get 3 different answers.
And completely dishonest and full of lies.

Needless to say that i still did not get my lamp.
Oh and last time i talked to them (Wednesday) they said i would get an e-mail by friday about my refund that was approved and I talked to them again today (Monday) as i received no refund or e-mail and they told me that i am not entitled to one...

Seriously just stay away....better off spending a bit more and buying from high street or anyway use ANY other online shop but them clueless ppl

Monday, December 03, 2012

Reply from Ambiente Direct GmbH

Dear Harry,

we appreciate your feedback. Since AmbienteDirect.com serves over 100,000 satisfied customers worldwide, we're confident we will be able to clear up this misunderstanding. If you care to send us your full name and additional order details, we will check your customer data and get back to you as quickly as possible. Let us restore your faith in the world's leading design retailers!

Thank you again for helping us to learn and grow.
Sincerely,
Your AmbienteDirect.com Team

Lies, Damn Lies and Ambientedirect!

I ordered 2 Babar Stools from ambientedirect.com on 28th April 2012 advertised as having 3 weeks delivery, received 2 stools on 27th June 2012, both of which I consider to be ‘seconds’ , eventually agreed a 15% refund on 7th August 2012 which was finally refunded to me on 14th September 2012 after endless ignored emails, phone calls and threats of legal action. Do not use this company. They ARE dishonest and clearly intend to be. The stools I ordered are still advertised as having a 3 week delivery period yet I now know the manufacturer’s lead time to be 6 weeks. Throughout my dealings with ambientedirect.com, emails were continually ignored and the few that were replied to arrived weeks or months later. When I did phone earlier enough in the morning and manage to speak to someone, promises of callbacks were never honoured and eventually I was blatantly lied to about my refund having been processed. I consider myself extremely lucky to have actually got any money back. They claim to be accredited to Trusted Shops, but I cannot recall being offered the option to protect my purchase during the checkout process nor after. You have been warned.

Monday, December 03, 2012

Reply from Ambiente Direct GmbH

Dear Ian Wells,

your feedback is very important to us, it helps us learn and grow, so we extend our sincerest thanks to you. Since we serve 100,00 satisfied and happy customers worldwide, we are very sorry to know that your experience wasn't a pleasant one.
Looking through your case I can see that the problem of the delayed delivery seems to have been an entanglement of misunderstandings between our customer service and the manufacturer. Sometimes it happens that ordered goods are still in production, which leads to a delayed delivery from the manufacturer to us and thus forces us to send out an order later than we anticipated. This is something that fortunately only happens once in a great while, but in our opinion even that is too often, because it causes great unhappiness in the affected customer. You will see that the negative responses to our company on rating sites like this one are solely connected to this problem.
Why your refund wasn't transferred to you earlier is an issue that I can't deduce from your customer data anymore at this point. However, the responsibility lies entirely on our shoulders. You will be happy to know that we were recently able to renew our refunding process, which means that such delays will not be a problem anymore in the future.

We would love to take on the challenge of proving to you that our passion for our customers is just as big as for design, if you would give us another chance, and we would most certainly make you a generous offer. Send me a direct e-mail and led me persuade you of our sincerety (as well as our improvements to the ordering and delivery process)!

Sincerely,
Your AmbienteDirect.com Team

Ambientdirect is bad and dishonet and it seems to me they mean to operate this way.

I bought a side table. It was delivered and it was broken. I have asked for a replacement. Ambientdirect said that they would replace it. But, I've been waiting for more than 7 weeks and no table. They do not reply to e-mails and do not pick up the phone when you call them. It is clear to me that they are doing it on purpose. I have read some 60 reviews on them on the Internet (I should have done it before I bought the table) and about 57 of these review are bad. It does say something. I have asked them to cancel the order and repay my money, but they are not doing so and are not reply to my e-mails. To do so is withing my leagal right as an on line consumer. Thus, I'm now going through my credit card provider for a refund. I know I'll get my refound because of insurance and customer protection laws. But, I guess it will take some time. There is much more that I could say about Ambientdirect, but I have just started finding out more about them and as I go through my investigation and contacting the various organizations, I'll be able to post more information on the Internet.

Monday, December 03, 2012

Reply from Ambiente Direct GmbH

Dear Mr. Todaro,

thank you for your feedback and for helping us in our constant endeavour to please our customers. As a retailer we are often dependent on the lead times of manufacturers, and in your case, there was an unfortunate production delay on the side of the manufacturer. It is unbelievable, but we are still waiting for the subsequent delivery! It already has been longer than 2 months. Because we are not able to advance this process, it causes us unpleasantries and our customers unhappiness. Believe me, this is definitely not in our interest.
In the meantime you arranged a cancellation of your order with our service team and to be fully reimbursed. This booking has been successfully completed, please check your bank statements.

We guarantee that every product we send out is flawless, but when it leaves our warehouse it is out of our hands and may experience damage in transfer. In such cases, we explicitly ask our customers on our website to check the goods for damages before accepting the package and to only sign for the goods “under reserve”, if there are any ambiguities.

Since AmbienteDirect.com makes more than 100,000 customers happy all around the world, give us another chance to prove to that our passion for our customers is just as big as for design. We are confident that your future experience with AmbienteDirect.com will be very positive!

Sincerely,
Your AmbienteDirect.com Team

We're helpful and professional and u get what u paid for

Seen a lot of negative reviews. My experance is positive and the staff responded to emails with a personal touch. I would use them again. It toke items 1 month to get to me in Australia.

Never ever buy from this Company, you will lose money and not get what you ordered.

I wish I didn't even have to give this Company one star. Ordered a cushion in January and a month later (despite the site saying it is in stock) the wrong one arrived. After many calls and emails to their office, this happened three times. By June this year, I gave up and told them I wanted a refund and to cancel everything. It is August, they still haven't refunded me all my money and are refusing to do so. My blood is boiling from this and if I had money to burn then I would have probably got more enjoyment from doing just that instead of ever having the misfortune to come across this totally inept Company.

Don't buy from ambientedirect.com

We have ordered a sofa in June 2012, at the time of ordering the item was showing as in stock, 3 weeks went by no news from them about shipping, emailed them and got reply after 24hrs saying the item is ready to be sent! 10 days after still notthing happen, called them, and been told the sofa is out of stock!!!!!!!!!!!!!! and will only be back mid september!!!!! what sort of service is this!!!!

Friday, August 03, 2012

Reply from Ambiente Direct GmbH

There were placed two orders for the same delivery adress. We already cleared this up this week with the customer and they will get a discount for shipping delay.

Ambiente Direct - N'y allez pas !

Nous avons commandé un canapé il y a 1 mois, soit disant "en stock" et livrable sous 15 jours.
A date, soit 1 mois après la commande, non seulement celle-ci est toujours en statut "ouvert" (et non pas "en préparation", ni "en cours d'expédition"), mais nous avons également été débités de la somme de 768 euros. Après avoir envoyé plusieurs mails restés sans réponse, nous avons enfin réussi à joindre une personne, parlant très mal le français, et argumentant qu'elle ne savait pas où en était notre commande car il y aurait actuellement une panne dans leur système d'information. Donc elle ne pouvait pas nous indiquer ni de délai, ni de possibilité de remboursement.
Attendre n'est pas le souci, le souci c'est : cette entreprise est-elle réellement fiable et sera-t-on réellement livrés de quelquechose un jour ou seulement délestés de plusieurs centaines d'euros en contrepartie de... rien ?!
Nous sommes a priori loin d'être les seuls et nous sommes laissés abuser par l'aspect professionnel du site alors qu'à priori tous les commentaires retrouvés sur les sites d'avis nous indiquent le même type de problèmes chez un grand nombre de personnes ayant acheté sur ce site. De là à croire que cette fameuse "panne du système d'information" dure depuis plusieurs années..... Ce site ne respecte pas ses propres conditions générales de vente, réfléchissez donc à 2 fois avant de leur passer une commande et posez vous la question de savoir si vous ne préférez pas faire un don à une association humanitaire. Au moins votre argent aura servi à quelque chose.

WARNUNG vor AmbienteDirect.com

Ware am 5.5. bestellt (natürlich "am Lager") bis heute nichts erhalten. Keinerlei Antwort auf Nachfragen via email - bis ich dann via Facebook mal ein bischen gepostet habe ... und siehe da, nach nur 5 Minuten kommt eine email, die mir erklärt, die Ware sei leider nicht am Lager! Ich habe dann sofort meine Bestellung storniert und denen 10 Arbeitstage Zeit gegeben, mir die geleistete Zahlung zu erstatten. Mal sehen, ob das auch passiert. Wenn nicht, mache ich eine Strafanzeige wegen Betrugs.

Nachtrag:
Nach langer Diskussion war man dann bereit "aus Kulanz" den bezahlten Betrag zu erstatten. ich musste der Dame dann erklären, dass das nichts mit Kulanz zu tun hat, sondern das sie dazu verpflichtet sind, mir den Betrag zu erstatten.
Was nicht verwundert: selbst zum Zeitpunkt der Stornierung war die Ware immer noch als "am Lager" gelistet! Wer dort bestellt, muss sich darauf einstellen, dass die Ware nicht verfügbar ist, obwohl der Shop etwas anderes aussagt.

Poor Communication & Customer Service

I ordered an item that was at the time showing to be in stock on 8th Feb. Obviously coming from Germany to the UK I expected a little wait, but after a a couple of weeks (21st Feb) I decided to contact them via email and ask when I was likely to receive the item.

Six days went by with no response, this sent alarm bells ringing and so I did a little search for Ambiente Direct and started seeing all the negative reviews. This left me a little despondent that I may have been duped, so I emailed once more (27th Feb) questioning the legitimacy of their company and asking for a response within 48 hours. This time around though a lady called Marisa contacted me (29th Feb). She apologised for the long wait in receiving a reply, but told me they were awaiting stock in weeks 11 or 12. This annoyed me as the site listed it as in stock when I ordered, and so I immediately responded (29th Feb) asking for a refund.

On 6th March I finally got a response saying my money had been refunded, and on checking my Credit card statement I can verify I got my money back.

So would I do business again, one word, NO! They have a severe problem with communication, and when buying from abroad let alone your own country it is nice to be kept up to date. If they had contacted me immediately they knew they had a stock problem, I would have been informed from the outset, but to have to repeatedly ask for information is irritating. Also to not get a response within 24-48 hours is also disappointing, they should at the very least send an automated response giving you a rough idea when you're likely to get a response. Overall a very bad shopping experience for me.

All I can say is thank goodness for the actual manufacturer of the product I wanted, as they shipped it from Germany with absolutely no trouble, with great communication and turned it all around in less than a week. Something Ambiente Direct didn't do for me!

Very happy with service

I ordered a lamp mid-October 2011 and it arrived in Western Australia within a month. All my inquiries via email were responded to promptly (over night given time difference). Am currently looking at buying something else off them, as they're much cheaper than anywhere else.

No stars would reflect their service

After sending me a damaged product, I had to arrange return shipping which I was never refunded. It took so many e-mails and calls and yet still no result. I even e-mailed one of the directors, Thomas Kunert, and still no replies. The company is seriously lacking in ethics.

Razminive Shahnavaz found this review useful

Monday, December 03, 2012

Reply from Ambiente Direct GmbH

Dear Nicola,

thank you for your feedback and for helping us in our constant endeavour to please our customers. To clear up this misunderstanding we tried to find your customer data in our database, but with the limited information you provided we couldn't find anything. If you send us your full name and further information about your order, we are confident we will be able to sort out this issue.

We will be awaiting your e-mail and the chance to renew your trust in the world's leading design retailer!

Sincerely,
Your AmbienteDirect.com Team

Updated: Not Scam - but still don't go near them!

They withdrawed the money but we haven't heard anything. No response when contacting them by phone or e-mail.

Update 2 months after ordering date: Goods delivered but the whole experience was way too bad because of missing updates life signs from Ambidirect. I will never buy anything there again. I stay with 1 star.