Experience with ByggMax complaints department

[Frazze99]

On February 28, I ordered about 25 m2 of laminate flooring from the ByggMax webshop. On March 13, the package arrived at the local ByggMax store in Kalix. When I went to the store to pick up the flooring, a store employee informed me that the shipment was transport-damaged but unfortunately, they couldn't file a damage report; I had to do it myself. I find it a bit strange since it was essentially an internal transport within ByggMax. After unloading the flooring, I took photos of the damaged packages and filled out a damage report on the ByggMax website. A week later, on March 25, after I had laid the flooring and gone through all the planks, I supplemented the damage report with the exact number of transport-damaged planks and a few more planks that had manufacturing defects. I also attached photos of all the planks.

It's now been over two months without hearing anything from ByggMax's claims department. Has anyone else had bad experiences with ByggMax's way of handling claims? Otherwise, I shop quite a bit at the ByggMax store in Kalix, where the staff is friendly and helpful.

 

[S.Hellman]

Only claimed once. Had ordered some boxes with dekorsten and some were broken. The store staff referred me to claim through their customer service via email and attach photos. They responded quickly that they would send new ones to the store. After seven weeks, I emailed them again and asked where they had gone, and got a response that they had been delivered to the store a while ago but they didn't have my contact information so they couldn't notify that they had arrived, hmmm. It took a little time, but it worked out well.

 

[Sernando]

You haven't heard from or contacted them for 8 weeks, so instead you make a post here on byggahus. What did you think that would solve really? 🤷🏼

 

[Plupp 170696]

You haven't heard from or contacted them in 8 weeks, so instead you make a post here on byggahus. What did you think it would solve exactly? 🤷🏼

It shows common sense to ask here so that others can be warned about this company...

 

[YuGi]

Here you have a comprehensive thread about Byggmax handling of flooring complaints:

https://www.byggahus.se/forum/threads/nylagt-golv-sviktar-pa-3-plan-och-i-alla-rum.498998/

 

[Stefan1972]

isn't exactly an "internal transport" we're talking about. They've made it so that the relevant stores are consignees, otherwise it would probably have ended up at a terminal and delivery to individuals would have cost accordingly. now they make the store the consignee and they just pass the goods on to the person who is supposed to receive it.
So complaints via byggmax webshop make sense that way.
However, one can wonder about one thing and that is whether it wasn't possible to order the same floor from the store in question?

 

[Cheesen]

On February 28, I ordered about 25 m2 of laminate flooring from ByggMax webshop. On March 13, the package arrived at the local ByggMax store in Kalix. When I came to the store to pick up the floor, a store employee informed me that the shipment was transport damaged but unfortunately, they couldn't file a damage report, I had to do it. A bit strange, I think, since it was essentially an internal transport within ByggMax. After unloading the floor, I took photos of the damaged packages and filled out a damage report on ByggMax's website. A week later, on March 25, when I had laid the floor and went through all the planks, I supplemented the damage report with the exact number of transport-damaged planks and a few additional planks that had manufacturing defects. I also attached photos of all the planks.

Now it's been over two months without hearing anything from ByggMax's claims department. Is there anyone else who has had bad experiences with ByggMax's way of handling claims cases? Otherwise, I shop a lot at the ByggMax store in Kalix, where the staff is nice and helpful.

My car was backed into by ByggMax's forklift. It was quite a lengthy process before I received compensation.

 

[Frazze99]

You haven't heard or contacted them for 8 weeks, so instead you make a post here on byggahus. What did you think that would actually solve? 🤷🏼

I contacted ByggMax later. On the 25/4 I sent an inquiry to ByggMax about the complaint. A couple of weeks ago I chatted with their customer service who promised to forward the issue. Last week I brought up the complaint at the local ByggMax store, which also promised to contact their complaints department.

 

[Jaggatagga]

Have only filed a complaint once. I had ordered some boxes of dekorsten and there were some broken ones.
The staff at the store referred me to file a complaint to their customer service via email and include pictures. They responded quickly that they would send new ones to the store. After seven weeks, I emailed them again to ask where they had gone and received a response that they were delivered to the store a while ago, but they didn't have my contact information, so they couldn't notify me that they had arrived, hmmm.
It took a little time, but it worked out well.

I had the same problem. An order arrived in part, and a remainder to the local Byggmax. But I received no notice/text, etc., for the rest. Instead, they found it when I came and asked if they had received the remainder shipment.

The coordination between the stores and central seems to be so-so.

 

[Jomp3]

On February 28, I ordered about 25 m2 of laminate flooring from ByggMax webshop. On March 13, the package arrived at the local ByggMax store in Kalix. When I went to the store to pick up the flooring, a store employee informed me that the shipment was damaged in transport but unfortunately, they could not file a damage claim; I had to do it myself. I find this a bit strange since it was essentially an internal transport within ByggMax. After unloading the flooring, I photographed the damaged packages and filled out a damage report on ByggMax's website. A week later, on March 25, after laying the flooring and inspecting all the planks, I updated the damage report with the exact number of transport-damaged planks and a few others that had manufacturing defects. I also attached photos of all the planks.

It's now been a little over two months without hearing anything from ByggMax's claims department. Has anyone else had bad experiences with ByggMax's way of handling claims? Otherwise, I shop quite a bit at the ByggMax store in Kalix, where the staff is nice and helpful.

I have the same experience, purchased flooring from Byggmax on 3 occasions with delivery to the store. On 2 occasions, one or more packages were transport damaged, it has taken several months to receive compensation, even though it eventually arrives.

It must be very uneconomical for Byggmax to operate this way. Product, transport, customer service, claims department, etc., all unnecessarily instead of packaging properly.

 

[Cheesen]

.

It must be very uneconomical for Byggmax to operate this way. Product, transport, customer service, claims department, etc., all for no reason instead of packaging properly.

One hopes that their customers don't understand how to act on the issue and bury their heads in the sand. Quite common among unscrupulous operators.

What I don't understand is how a customer leaves the store with damaged goods in the first place? Then you've kind of accepted the damage.

 

[Jomp3]

One hopes that their customers do not understand how to act in the matter and bury their heads in the sand. Quite common with unscrupulous actors.

What I don't understand is how as a customer, one leaves the store with damaged goods in the first place? Then you've kind of accepted the damage.

You have a floor that needs laying and time set aside to do it; without taking anything from the store, I've wasted an entire weekend for nothing. On both occasions, I've laid the floor to the last plank row and then waited for replacement packages.

 

[Dinjo]

On February 28, I ordered about 25 m2 of laminate flooring from the ByggMax webshop. On March 13, the package arrived at the local ByggMax store in Kalix. When I came to the store to pick up the flooring, a store employee informed me that the shipment was transport damaged, but unfortunately, they couldn't file a damage report; I had to do it. A bit strange, I think, since it was essentially an internal transport within ByggMax. After unloading the flooring, I photographed the damaged packages and filled out a damage report on the ByggMax website. A week later, on March 25, after laying the floor and going through all the planks, I supplemented the damage report with the exact number of transport-damaged planks and a few planks with manufacturing defects. I also attached photos of all the planks.

Now more than two months have passed without hearing anything from ByggMax's complaints department. Has anyone else had bad experiences with ByggMax's way of handling complaint cases? Otherwise, I shop quite a bit at the ByggMax store in Kalix where the staff are nice and helpful.

I have written about a similar experience of my own in another thread. Byggmax customer support is the worst I have experienced. Unfortunately, you are not alone. Send an email to ARN. I got feedback quite quickly.

 

[Teddy Dahlberg]

You haven't heard from or contacted them in 8 weeks, so instead you make a post here on byggahus. What did you think that would solve really? 🤷🏼

Maybe he's highlighting a problem
Jester.

 

[1986]

I have the same experience, bought flooring from Byggmax on 3 occasions with delivery to the store. On 2 occasions, one or more packages have been transport damaged, it has taken several months to get compensation, even if it eventually comes.

It must be very uneconomical for Byggmax to work in this way. Product, transport, customer service, claims department, etc., all unnecessarily instead of packaging properly.

When treating customers in this way, making customers do their job with a claim, I think they could shut down the whole operation. Shamefully unprofessional.