Coolblue Reviews 

I placed an order for a set of tools. It was not sent for a long time, so a week later I contacted support. It turned out that the product had already been sold the moment I placed the order and paid for it. And no one informed me about it for a week until I contacted them myself and of course they did not want to give me any compensation or discount. I am very disappointed

Offered a pair of headphones for repair under warranty. They are foldable, over ear Sony XM4 headphones, and the hinge is a well known point of failure under normal use conditions. It is an established manufacturing weakness from Sony. Although the headphones are in perfect shape, and they failed when I was not even wearing them, they claim that it was user damage that caused it and ask for an exorbitant amount of money for their return. I only sent them as I was sure they would repair them under warranty, as this repair would cost around ~20EUR with Alibaba parts. Now an otherwise perfect pair is held hostage by a 65EUR return fee or an exorbitant 170EUR repair cost. I could just get the XM5 for that money at some other shops.

Despicable customer service, would never buy from them again.

I purchased a laptop for 2200 euro. I am informed 2 days later that it's actually out of stock and they refuse to send one from a store to me. The laptop comes back in stock 3 weeks later and they refuse to honor the price that I paid when it was out of stock. In fact, the price went up 800 euros! They offered me 200 off but that's still 600 more than I paid.... If I didn't know better I'd think I was getting scammed!

I have no idea how this company can pride itself on it's service when this is how they operate.

Everytime I order via Coolblue you fail the next day delivery. If you can't keep your promises just don't show the next day delivery

5 Star service

Great experience to choose when you want to have it delivered. Quick and easy to order!

I ordered an expensive monitor from Coolblue, but the package was never delivered to me.

I was at home all day waiting for the delivery. The DHL driver did not ring my doorbell, and I did not receive the package personally. The tracking information suggested that it may have been delivered to number 15-1, but the package was not there either.

I checked with several neighbours at numbers 15, 17, 18, and 22, and none of them had received it. Despite this, Coolblue only repeated DHL’s statement that the package had supposedly been delivered to my address because the driver’s GPS location was nearby.

A GPS location does not prove that the package was actually handed to me or left safely. Coolblue has not provided the name of the person who allegedly accepted it, a signature, a delivery photograph, or the exact location where it was left.

I purchased the monitor from Coolblue, so Coolblue is responsible for ensuring that the order reaches me. I should not have to search the entire street because their delivery company failed to deliver the package correctly.

I requested that Coolblue locate and properly deliver the package, send a replacement, or issue a full refund. The issue is still unresolved, and I still do not have either the monitor or my money back.

Very disappointing customer service and handling of a missing high-value order.

10/10 very good

I am writing this review in absolute frustration after paying an additional fee for a scheduled delivery and installation, only to experience a total failure of service and customer care.
Here is how Coolblue has failed at every step:
First Attempt (Arrived 4 hours early): The installer showed up four hours before the scheduled window when nobody was home.
Second Attempt (Complete No-Show): After rescheduling, I received an email confirming a specific delivery day. I waited around, but nobody showed up, and I received zero communication or explanation.
Zero Support or Follow-up: I have spent hours on hold with their call center, been passed around, and received multiple promises that they would deliver or call me back. Nobody has followed up, and I am still left waiting without my item or any solutions.
Paying extra for installation and scheduled delivery is supposed to buy convenience. Instead, I’ve been left chasing customer service, wasting hours of my time, and receiving empty promises.
Avoid this service—absolutely terrible communication and execution.

Additional Update

Today we had to call customer service ourselves again and spent around 30 minutes trying to get through.

During the call, we were told that the courier had left the package in the entrance hall of our apartment building. This explanation raises even more questions than answers.

First, this is a 22-floor apartment building with many residents and visitors. Leaving an expensive package in a communal hall is not a secure delivery.

Second, the package was no longer there about 20 minutes after the supposed delivery time.

Third, we were told that the courier rang the building intercom and that we opened the door. If that is true, why was the package not brought to our apartment door? Why was it left unattended in the lobby instead?

We still have not received a clear explanation of what happened. Most communication has required us to call repeatedly and wait on hold, while emails provide little useful information.

What is most concerning is that expensive items appear to be left in common areas without the recipient’s consent, and neither the courier company nor Coolblue can provide a clear and consistent account of the delivery.

This situation should never have happened, and customers should not have to spend hours chasing information about a missing order.

An item ordered on Sunday and would be delivered on Monday morning between 9:30 and 11:30 so stayed at home. Finally received a message that something had gone wrong with sorting and that it would be delivered on Tuesday. On Tuesday I received an email that the product had been returned. Now on Wednesday I want to know what's going on now, the chatbot only makes it worse, says I didn't pay and I did, grrrr. Then you will be connected, at least that is the intention. Very long with a terribly repetitive music while it has already taken me a lot of my own time on Monday. Thanks Coolblue after many satisfied years I notice a revolution is longer delivery times and poor customer service. Moreover, you are no longer competitive for a long time, but you step beyond that when the delivery and service is good. You're losing me as a loyal customer.

Very disappointing experience with Coolblue.

On the 10th of July, I ordered a phone with a promised delivery of one day. Four days later, the product still has not arrived — and it is impossible to track. The track and trace information leads nowhere and gives no real update on where the parcel actually is.

When I tried to sort this out, things got worse. The phone number listed on Coolblue's own website is inactive — you simply cannot reach anyone. I have had no way to speak to a person about my own order.

Coolblue chose the carrier (Bpost), not me, yet the failure is being treated as my problem. It is not. I paid, they did not deliver on time, and now they are unreachable.

I have cancelled the order and requested a full refund. I would strongly advise others to think twice before ordering something time-sensitive here.

Update | 17th July
Since I have paid through Paypal I have requested assistance. They immediately took action and shared with me a number to call coolblue.

Crazy: this number is not the one on the website! But it works. After 10min of waiting on the phone and listening to a chatbot I hang out.
At the end no option to get in contact with Coolblue.

22nd of July | I receive an email from Coolblue that says: Today we deliver your package! It is already 11 days later. I amnot home - I have left my appartment 10 days before.

PayPal: they took seriously my request and they escalated the case to their team.

30th July | I receive a message from PayPal where they stress that I won the case.

Is Coolblue bad? I do not know, I just think they have no control on the processes and this reflects on the customers.
For sure I won't use anymore their service.

respect for client, help, and most important contact before delivery and info ab time delivery by phone and by mail!!!!!!!

Bravo!

good technical advice by a chatbot called Martijn.
Unfortunately, with the the wrong price and the wrong productlink. The product in the link was 151 euro more expensive and missed 2 solar panels that were in the original advice.
Stupid chatbot !

Great service, quick delivery, good communication.

Coolblue is a very cool company. They go the extra mile when it comes to customer experience.

The delivery was supposed to be done the next day, but 3 days passed and was not delivered yet.

I am extremely disappointed with the service I received from Coolblue.

I purchased a washing machine and dryer set and paid extra for delivery and installation. In order to receive the delivery, I had to rearrange my schedule and cancel important meetings to make sure I would be home and available. Despite this, the delivery team still arrived around 10 minutes late.

I personally witnessed the entire unloading process, and the way the delivery team handled the appliances was shocking. They were extremely careless, placing the machines on the floor almost as if they were throwing them down instead of handling them properly.

The washing machine arrived without any packaging and wet, both inside the machine and tubes. When I questioned this, I was told that machines are tested at the factory and that is why they arrive like this. I am honestly not convinced by this explanation, especially considering I purchased a brand-new product.

Things got even worse. The dryer got broken while being removed from the truck (obviously), and I was simply told that it had arrived broken and could not be delivered. I was looking everything from upstairs.

Once they brought the washing machine up to my apartment on the 7th floor, I specifically asked them THREE TIMES to be extremely careful with the door frames because my renovation is still ongoing and the paint on the doors was freshly finished. Less than five minutes later, one of the installers hit the door frame, damaging work that my contractors had spent an entire day completing.

But that was not enough. Instead of placing the hose on top of the machine to move it safely down the hallway, they placed it against the wall and dragged the machine along the entire corridor, potentially damaging my newly finished walls.

Is this really the level of service customers are expected to receive after paying a premium price?

And here comes another problem: the dryer is now out of stock. I will have to wait at least another week for a new delivery — assuming it actually arrives in one week. The question is: will it be delivered in the same careless way?

If this is the standard of service, I want my money back.

I chose Coolblue because it was highly recommended to me, and I expected a professional and reliable experience. Instead, I received careless handling, poor communication, a damaged product, and additional stress during an already demanding home renovation.

I called customer service and waited more than 30 minutes to hear: “Sorry to hear that.”

So far, I have been the one chasing updates about my order. Not a single person from cool blue has proactively contacted me to provide an explanation, an update, or any kind of support.

Who will be responsible for the costs and delays caused by this situation?

I am currently renovating my entire home from scratch, and I still have countless things I need to purchase. After this experience, I will think 700 times before ordering anything else from this company.

Extremely disappointing.

I ordered a fridge from Coolblue, the young fit delivery men are NOT ALLOWED to carry it up any stairs in case they hurt their back so they expected me to carry it myself ? 55 year old woman living on 2nd floor? So they took it back. I did not receive the full refund - they kept 60 euros. I spent 30 minutes on the phone waiting, only to be shouted at by a rude customer service woman, who eventually said she had arranged it and of course she hadn't - the refund came through still missing 60 euros. Also its not free delivery, you pay 25 euros.