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In all my 15years living here in Netherlands, l have never seen such a cheating company. We are really shocked! We have wasted so much time calling, sending emails, being told to send pictures and nothing happening.
When we did the order Bram and Arvid all spoke good English. Now with the complaints we were now being told their English is not good so that's why. But in the beginning when we ordered we understood each other so well. Inge Brouwer l see she replies people here, but never replied to my email which l sent as per her request!
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The contarctor (West Nederland Bouw) they used was ridiculous. Wanted 200 euros for removing 3 square meters of laminaat (did it myself in 15 minutes although it should have been included). Charged 4 times more than Praxis for cement and tile glue claiming they use seperior product-they were using the same brand sold in Praxis. The person straightening the floor for tile work did a terrible job and it had to be redone by another person. The person clearing beton from the floor drilled a hole in the floor and had debris falling into my downstairs neighbour. The person installing the retainer wall didn't finish properly so the water and electric work couldn't be finished-somebody else had to come back (leaving hanging electric cables for 5 days instead of fixing it next day). Trying to "hide" the water pipes they left a hole in the retainer wall that needs to be covered still. When connecting the water pipes,they tore the existing metal pipe. On top of all they dumped left over cement in my neighbour's garden in front of the building. And left a total mess throughtout the entire building.
On installation day mechanics were supposed to come between 7:00 and 7:30 and finish around 15:00. They showed up at 9:00 (without a message they will be late) and were working so slow that by 21:00 they were done with what could be installed).
And a lot of things couldn't be installed because they delivered the wrong model or damaged products (Arvid ordered the wrong exhaust without asking for my approval to change it,the wrong sink was delivered,the cooking plate is deffective,one of the cabinets was scratched and the mechanic ruined the wall cover so a new one had to be ordered.)
My kitchen was supposed to be finished on Aug 27. I am now waiting till October 13 to have the wrong things replaced and installed(hopefully for good)-2months delay.
Customer service is absolutely inadequate. After waiting 20 minites on hold,they always try to send me to someone else,blaming the contractor or Siemens for the appliances. I have had to call 100s of times and send 100s of emails and wasted dozens hours of my time trying to solve all the problems they created. Contractor was supposed to only be at my place 4 times. I had somebody 11 times (and it's not over yet). Almost every piece of work had to be redone.
No compensation or anything for all my time and troubles.
Save yourself the hassle and go with a company that actually knows how to do a kitchen properly.
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Fair prices!!
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Dat Brugman er voor kiest om de montage- en materiaal levering als 2 afzonderlijke operaties te zien is onhandig en leidt tot onnodig extra zorgen bij ons.
15 jaar geleden bij onze keuken ging dat zo niet.
Brugman ontzorgt ons hier niet mee.
Wij moeten met drie partijen rekening houden en hebben verschillende aanspreekpunten; montageplanning, montage uitvoerder (nu het derde bedrijf al) en Brugman zelf.
Ons gevoel is dat Brugman zich onttrekt uit het leveren en monteren van een product.
Ik zie angstig de toekomst tegemoet als er zich problemen aandienen en we service nodig hebben.
Ik mag toch hopen dat dat makkelijker gaat?
Helaas zie ik daar ook grote problemen… want ik heb maanden geleden ook al aangegeven dat ik graag service wil aan mijn aanrechtblad. Diverse keren eenzijdige contacten, niets terug gehoord over initiatieven om ons te helpen. Och, och, och, om moedeloos van te worden.
Het is dan ook de laatste keer dat we zaken doen met Brugman.
Advies om hetzelfde te doen.
Je kunt beter spullen bij de doe het zelf of Ikea kopen en dan een aannemer regelen. Veel goedkoper.
Groet, John van den Berg
The bathroom was ordered on March 23, 2019 and three contractors later it will be delivered on March 2 and placed from March 9, 2020 !!!
That Brugman chooses to see the assembly and material delivery as 2 separate operations is inconvenient and leads to unnecessary extra worries with us.
It didn't work that way 15 years ago at our kitchen.
Brugman does not unburden us with this.
We have to take three parties into account and have different points of contact; assembly planning, assembly executor (now the third company) and Brugman itself.
Our feeling is that Brugman withdraws from the delivery and assembly of a product.
I fearfully face the future when problems arise and we need service.
I hope it will be easier?
Unfortunately, I also see major problems there … because I already indicated months ago that I would like service to my counter top. Several times one-sided contacts, not heard back about initiatives to help us. Oh, oh, oh, to get discouraged.
It is therefore the last time that we do business with Brugman.
Advice to do the same.
You can better buy things at the do it yourself or buy Ikea and then arrange a contractor. Much cheaper.
John
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If you are ever in a situation to seek Brugman鈥檚 service-deptt.help, they will presume, upfront, that you are lying (or concealing facts in reporting the problem) and out there to extract an advantage from them.
Also remember that Brugman鈥檚 shower heads are not repairable and they very proudly would say that any problem occurring to you after the lapse of 3 year guarantee, you should spend money in replacing the item at its full listed price.
Brugman鈥檚 motto is that their products are sans any problems and to make a case they will even go against the basics of science, as they informed me in a written reply that supposedly blocked shower holes would cause pressure inside it to become higher than the water supply pressure (may god give peace to the great soul of Bernoulli).
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We designed the bathroom and ordered all the pieces at Brugman although the work got carried out by other contractors that were rebuilding our apt.
After 5 years, I noticed the shower started dripping and I called the Customer Service. I got a lady on the phone, she was super helpful and even helped me get back the original list of material we ordered in the first place. She ordered the spare part I needed to replace to resolve the 'leakage' and included the instructions so I could do it on my own without the need of a plumber! Best of all, she first mentioned I had to pay something for the spare part and that they would proceed to send it after the payment had been processed. After less than 5 min from our call, she called me back to tell me that our shower was still covered by the guarantee and that she was shipping the piece right away! I have never experienced better service in my life! #kudos
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1. Wrong delivery – Still not solved. They changed the color of water tap and sink drain without any notification to us. We noted that changes after tap and sink were installed. Brugman salesman said that our color choice is not what normally people choose so they changes it by themselves. I was very shocked as they can do anything without client's confirmation. How the seller can judge our selection is not normal or not. why Brugman judge client's preference. Brugman seller's first reply didn't say that they would supply correct products and replace it. I am still waiting for their corrective actions. I hope they sort this out quickly.
2. No management – during renovation work, I had some questions about how to do some jobs. So I called Brugman but the seller asked me to talk with the handyman. Sure, I could ask the handyman but I wanted to hear from Brugman's opinion because I understood that all service would be done under Brugman's quality management. This is what I heard before making contract. Brugman quality manager would visit the place and check all the thing were going well. So they provide guarantee. But once the products are delivered or once money is fully paid, they will forget you. No one visited the place, No one asked me anything.
3. Poor communication – which language you are using is not matter for Brugman. because they rarely contact the client. Only when they need the client (money, quotation..), they do quick action. I emailed many times to the seller. Almost of them had been replied back to me in two weeks. I has to send reminder at least twice. (I prefer to email to keep evidences of all discussion and decision.)
4. Poor internal communication – I guess Brugman branch is not "Branch". maybe subcontractor of HQ. When I asked something, almost responses were "We don't know.", "HQ will do.", "We asked HQ to do" and nothing came. I asked work schedule (start date and estimated end date) because I had to make a plan for flooring and painting after brugman job. Finally, they didn't give me answer until work started. Branch did't know anything the jobs were forwarded to HQ. and HQ didn't contact me. at last, they contacted me once to let me know which constructor would contact me.
One example, HQ arranged constructor but work start date was too late and job list was old. at that time we were talking with branch to finalize the order list.
Addition: I was asked to provide the order information as replied below. But still same. No action from the branch and customer support.
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