Almost like a scam, but probably just bad at what they do
Winch Industry / seilwinden-direkt.de
A completely unprofessional company, not following the laws for consumer protection. Stay away at all costs—no proof of shipping, no product, no refund, no help!
Story:
11/9-2022:
We ordered a product from one of Winch Industry's many websites (seilwinden-direkt.de)
12/9-2022:
They claimed to have shipped the product, though the DHL T&T never got updated from the (registered data) to delivery to/pick from DHL. AKA no proof of shipping.
18/9-2022:
We were first in contact about this issue. (No proof of shipment) They claimed that they had shipped the product and we should contact DHL (It is always the sellers' problem)
We contacted DHL anyway, and quickly told them, that DHL have never received the package from the seller (Winch Industry / seilwinden-direkt.de).
Winch Industry / seilwinden-direkt.de, claimed they would look into the problem.
They never returned with any answer or solution.
21/9-2022
We contact them again about an update. They claimed to be in contact with DHL about the problem and also claimed they were 100% sure they have shipped the product.
Again we said, not our problem, if they have mismanaged or not, we need our product or a refund. But no, still just blaming DHL and didn’t present any solution for us.
26/9-2022
Got a bit angry with us for contacting them again about the problem and demanding a solution. Here they also stated that no refund or new shipping will be done before the other package was found.
Crazy behavior from a company, putting all responsibility over to the customer, by law the package is not under the customer's ownership before delivery is accepted.
We again demand a refund or they shipped a new product.
Again later that day, they told us to contact DHL, as it was not their problem (Yes it is their problem, they have the responsibility by law to deliver the product or refund, and there was still no proof of either)
27/9-2022
They now claimed that DHL, thought they had the product, but unscanned and could not find it. (Again no proof of this claim, by any party)
We demand again a reship of the product or a refund, we got no answers.
We tried to contact them on multiple channels, such as phone, chat, SoMe, email, etc, but nothing.
29/11-2022
We suddenly got a very rude email from them, saying they were all over the case and why we kept contacting them, even claiming they wanted to go to the DHL warehouse to look for the package.
They also stated that they didn't want anything to do with us anymore
(Fine, maybe they will refund us? Sadly no)
Again they stated that they will refund us when they found the product.
What if they never find the package, will they then never refund or ship another product?
This was the last we heard from them, we don’t get any answers anywhere anymore.
3/10-2022
Still no reply or any update on the matter. They don’t answer us on any channels anymore.
Winch Industry not only blame the customer for contacting them about problems, but they also want the customer to pay for their mistake, that's of course not legal, in any way.
By PayPal and most banks' terms, it is best to demand a refund before starting a chargeback, we demanded that on 29/9-2022, but not even that they have the self-respect to reply or act on.
This is by far the worst support ever, and also the first time we have had to make a chargeback case. Luckily the consumer is well protected in the EU by default and on top of that, we paid with PayPal.
TLDR:
No proof of shipment, no product, no refund, no Solution, now a chargebackcase.
In my opinion, stay away from Winch Industry / seilwinden-direkt.de and their many webshops, if something goes wrong, they will not help out in any way or take responsibility according to German or EU law.
26 september 2022
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