Wonderful and nice is the complement i can give

Date of experience: 08 March 2024

Good variety of products, fast delivery

Date of experience: 18 November 2023

Alles was in orde.....Top !!!

Date of experience: 21 November 2023

Date of experience: 10 October 2023

Date of experience: 07 November 2023

Prima website,
Prima levering

Date of experience: 19 October 2023

Date of experience: 10 October 2023

Date of experience: 26 September 2023

Date of experience: 26 September 2023

We ordered a cat tree online to be shipped to our home address. I considered this is a nice option to have it shipped, since the closest Tom and Co to where I live is quite far away, and carrying a huge box back home via public transportation is a pain. Also, this was the best cat tree I could find that works for our cat in terms of size and reasonable price. I was looking forward to recieving it, but when I picked up the package at Bpost I could already see it was a disaster! The box was in complete ruin with holes everywhere, and I could already feel that the pieces were rattling about inside. When I came home I found that the cat tree did not even have all of the pieces. I submitted a complaint and request for a new one to Tom and Co. A customer service representative called me the next day and I have to say I was quite shocked (almost amused) at the response. The person explained immediately that this was not at all the fault of Tom and Co and that it was the fault of Bpost for the state of the package, and the fault of the supplier for the missing pieces. Of course I understand that this is a complicated issue and that Tom and Co was not completely at fault - however, in the point of view of the customer it felt that Tom and Co did not want to take any responsibility - even though this is very much a service that is provided by the company, and if the company provides a service I believe it is very much the responsbility of the company to ensure that its supply chain can run smoothly enough - if not, then do not offer the option to customers! This conversation went even more south whenever the customer service representative gave me "advice" to never purchase large items to be delivered to my home address because Bpost will always treat the package poorly... By this point, I felt like the blame for the poor service and failed delivery was placed on the customer...In turn I offer Tom and Co my own personal advice: if you cannot successfully perform a service, do not offer it to your customers. In the end they 'gratuitously' offered a packaging label and a €5 gift card to compensate for the experience. This is the only reason I give 2 stars (although I feel it is more 1.5, since the representative liked to emphasise that this was some sort of "gift" from the company, when in face it was just a massive headache).

Date of experience: 24 August 2023

Date of experience: 19 July 2023

Date of experience: 29 June 2023

Never, never again. Product damaged - enclosed photo as proof. Tom & Co does not care at all - they do not even answer my complaint!

Never, never again.

Date of experience: 13 May 2023