No communication whatsoever
I was interested in a bag on their store but noticed that they mixed up the photos of the bag with photos of another bag. I used their contact form to let them know and asked to make sure I would receive the correct bag when ordering.
After 2 days with no answer, I used the contact form again with the same question, this time making sure to ask in 3 languages (FR/EN/DE). No answer again.
A few days later, I noticed the item was now sold. Weirdly, the bag is still in my cart.
The pictures of both bags in the shop are still mixed up today.
Antwort von Keus
Thank you for taking the time to share this — and sincerely, I owe you a heartfelt apology.
You're absolutely right: this is not the experience you should have had — neither the lack of response, nor the unresolved issue on the product page. When someone takes the time to point out a mistake and asks a clear question (and even goes so far as to write it in three languages), the very least we can do is respond promptly and respectfully. We failed to do that, and I’m truly sorry.
As for the item being sold while still in your cart — that’s understandably confusing. Our system doesn’t reserve items in the cart, which can lead to that kind of frustrating mismatch, especially when communication is lacking.
I’m going to personally check on the product page you mentioned and make sure the photos are corrected without delay, and I’ll also look into what happened with your messages so we can avoid this happening again.
If you're still interested in the bag — or a similar alternative — I’d be more than happy to help you directly. Please feel free to reply here, or email us again and mention this message so I can take care of it personally.
Once again, my sincere apologies for the silence and the oversight. And thank you for trying — twice — to help us do better. You were right to expect more from us.
Warm regards,
Pierre-Antoine – Keus Customer Care
