I’ve always enjoyed Galaxus website and most of all – their support. Paying a bit extra at times was worth the great customer experience. However I’ve just had a case which dragged for almost 2 weeks which galaxus handled in one of the worst possible ways. This post is mostly about venting, but it would be nice to see what other people think about this situation and if anyone had similar experience before.
**I apologise for the long rant in advance and here’s a tldr:** Galaxus messed up with a 250 CHF promo code logic, delivered me a wrong (and cheaper) product and decided to 50 CHF credit was enough to make things right.
A bit more details: I’ve ordered a sony aplha [6700 kit with 18-135 lens](https://www.galaxus.ch/en/s1/product/sony-alpha-6700-kit-18-135-mm-26-mpx-aps-c-dx-cameras-37002048) on the 24/07/2023. I also saw and applied a promo code for 250 CHF ([advertised by Galaxus itself](https://www.galaxus.ch/en/page/250-francs-discount-when-buying-the-new-sony-alpha-6700-in-combination-with-selected-lenses-28702)). There were other products in the order, but let’s focus on the camera kit. Without the discount it costs 1999. With the 250 CHF discount I paid 1749 CHF for it (and the promo code was applied without any issues). A few days had passed since I placed the order and the camera wasn’t shipped yet. I was aware it’s a brand new camera released on the 24/07/23 so I wanted to double check Galaxus had it in stock. The support reassured me all was fine.
Several more days had passed and I finally received the camera kit, albeit the incorrect [one with 16-50 mm lens](https://www.galaxus.ch/en/s1/product/sony-alpha-6700-kit-16-50-mm-26-mpx-aps-c-dx-cameras-37001628) and 300 CHF cheaper (meaning Galaxus now technically owed me 50 CHF). I immediately contacted support to report wrong product delivered. The support case dragged on for more than a week and when I asked them why can’t they simply send the correct kit and pick up the wrong one I got a reply stating “we need to check with the supplier that you get the correct product delivered”. Each time I was promised it would be solved “soon” so I kept waiting. Though even at this point I didn’t understand why this had to be my problem when the solution was pretty straightforward. I’ve contacted support via chat several times again (because this whole time there was 0 email follow-up from Galaxus), finally suggesting that they charge back the 50 CHF to my card and credit me 250 CHF on my Galaxus account so I can just order the lens I wanted originally (assuming that Galaxus would actually want to make things right for a customer). The support agent only agreed to issue 50 CHF as a “gesture of goodwill”. At this stage this felt like adding an insult to injury.
At long last I finally got a response from Galaxus, explaining what really happened:
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[Response from Galaxus support](https://preview.redd.it/s061ajy2j1ib1.jpg?width=797&format=pjpg&auto=webp&s=36da8df5aa0e2f2c0c617eb97740217208921ce4)
So this whole issue happened because Galaxus messed up their own promocode logic! I sent them back quite an angry email and suggested once again they return me the 250 CHF on my Galaxus account, but they offered to “return the incorrectly delivered lens to them”. Since I didn’t want to waste any more time with Galaxus I decided to keep it (sending just the lens from the kit would’ve been another support headache, most likely).
To be fair, they did return the 50 CHF they owed me in a separate transaction, on top of the 50 CHF “goodwil customer discount” they threw in.
Ultimately, Galaxus had a chance to turn their mistake into a positive experience for a loyal customer, but they chose not to. While they technically sorted out the financial aspect, they didn’t acknowledge the inconvenience caused nor take full responsibility.
Instead they made their own mistake my problem. As much as I’ve liked Galaxus before, I’m not going to order anything from them again. And this is the saddest part, because for first time ever I thought I’ve found a much better alternative to amazon.
by sloggiz