Gonser

This is more for the management rather than those working in customer care. I'd stay away from ordering from this website again. Ordered a bike on sale, website stated that the product is available in 3-8 days. Days passed without any communication, decided to write to customer care to inquire about my order as delivery window passed – first red flag. Automatic e-mail said, they'd reply in 2-3 days, did not happen. Gonser simply does not respect that SLA – second red flag. Decided to reach out to them on FB messenger, where i explained the situation. Finally response through FB was received however they could not do much (it's not customer care apparently). They offered to prioritize my e-mail, and i received an e-mail to my inquire which stated something that they never sent me (an e-mail with expected delivery time) – third red flag. I replied back to that e-mail that i no longer trust this company due to lack of proactive communication, not respecting SLAs and still no concrete information about where my order is or when it'll be shipped. I guess I need to wait another 4-5 days till they answer again – hopefully with actioning my refund request. It's been 10 days since i paid and placed the order, and I am left without a bike for the weekend trip (it should have arrived by now according to the website information), left without any concrete information, with very slow response time. I understand they may be selling large volume of goods due to discount prices and need to manage lot of requests, but please invest in proper customer care and communication as cheap prices will only get you so far. Terribly disappointed by the entire experience.

Good quality-price and fast delivery, I recommend 😀

I brought a pavillion from Gonsor and after 2 months, when there was some wind it broke. Their reply was that it's the wind's fault. Infact the item was filmsy and should not have broken in the wind or there should have been instructions that the pavillion must be taken down during any windy days. My neighbours' pavillions didn't break in the same wind, so I'm really annoyed that my new one did! When I asked for compensation Gonser refused and now I have no confidence in the quality of their products.

I have ordered a sofa and would like to return it due to some personal reasons. I have been emailing them like crazy and I got a response after few emails that return pick up will be arranged for Wednesday ( which is passed ) but no one showed up and I kept sending them emails and still no response.

The automatic replies states it will be answered in 5 days but not a chance, Gonser your products are reasonable but your customer service is extremely disappointing, you will never have the same customers and their friends & family returning to you if it keeps going. I would appreciate if you can arrange the sofa pick up asap and have some empathy for your customers.

I ordered a desk chair online on the 02.04! For weeks there was no information, after multiple emails they told me there have been delays and i will get the chair "in the beginning of may". On the 4.05 i received an email saying the product has been dispatched and apparently they have delivered it, but i don't have it and no note in my mailbox, nothing!!! I write emails, they don't answer, worst customer service ever!
I contacted the shipping company and they have no idea where the chair is. Gonser is not answering any emails.
Don't order anything from this website!!!
I have now contacted a lawyer and will try to get my money back this way, still no word from this scam company!
Order-ID 1412786

Never received my order – the customer service is telling me that they have delivered it but I have not received it.
We are stuck in circle… and no answer from the customer service.
Please Gonser contact me to fix this issue
Order number: 1504559

I ordered an outdoor lounge and it arrived fairly quickly for an okay price as well. When we opened it it was broken, there were 3-4 deep cuts in the rattan material. No problem, just exchange it for a new one, right? Wrong. After uncountable emails going back and forth, them offering me 15% off, then 25% and a cover, stating an exchange wouldn鈥檛 be ecologically sensible and so on. It is broken and they still want me to pay 100 francs. Outrageous.
Updated: order id: 1446383

Everything perfect, highly professional!
ThankYou Gonser team.

I am (also) looking forward for the next purchase.

Best regards,
Zoran Todorovic

Tr猫s belle table

Super guets e bike f枚r d盲盲 priis! Eifacht toll! Ha uuu freu!
Es isch klar, dass es n枚d glich chann sii wi盲 eis f枚r 5000,-!
Chumm盲 d盲 berg d盲ruf mit chind wi盲 d盲 blitz!
Prompti lieferig! Top

Received the goods quite quickly. Products work to satisification.

Super Service

Tip top…..

Super……

Super Service

I am a loyal customer of Gonser. I鈥檝e been ordering different products in the last 2 years and never had a bad experience.
Super fast shipping, good products quality and reasonable prices are the strengths!!

I don't recommend this online shop. The quality of their products is very low. I had a suitcase with wheels broken just after the two journeys and the customer service offered only a voucher as a compensation even though I pointed out that their product had already the same problem for the second time.

I've had mixed feeling regarding my online experience with this group. I order a number of summer outdoor items for the family to enjoy in July – all arrived on time as promised. 2 Items arrived damaged – from the looks it was damaged in transit. Client service was initially was slow but ok. They asked for photo's as proof of damage. It became annoying when it was apparent after several days I was dealing with several different client service team members who were clearly not sharing information as I was asked 4 times to provide evidence via photo proof. I asked for a replacement item as my son wanted the basketball post – this turned out to impossible as they no longer had it in stock and a Voucher was offered not a refund. I was asked to arrange for a return at my expense. Wasn't happening as I pointed out the item arrived damaged – which initially we didn't notice until we had it put it together. They eventually after many emails agreed to collect the item if I packaged it up for collection. Item was collected last week I am still waiting for my voucher…. they refused to refund regardless they could not provide me replacement.
My second item was is a paddle board arrived with a missing elastic strap at the front to hold your belonging as you paddle. I agree this doesn't full under the damaged items but I paid for the up model expecting it to have this – I received the cheaper model. Again it contacted customer services to find I was required to supply evidence which I did twice – I again asked to have this returned and the model I had paid for which was more expensive to be replaced….several days and many more emails later, after agreeing that they would offer me initially 30chf refund – I asked for 100chf to bearing in mind the cost of the cheaper models without this – they countered with 50chf refund and 50chf voucher. But this stage we had 3 days left of this years summer holidays and we just wanted to use the paddle board. However, a few days after we agreed upon these terms someone else from the group contacted me to say the "strap" was not included in the price of the paddle board therefore I was elagiblerefund – I pointed out an ankle strap was connected to the back of the board had not bearing on the elastic strap at the front of their board and perhaps they should again check the photos I had sent through showing this. hence we had a few language problems. All of this has take around 5 weeks so far. As mentioned above its not been all bad the products which did arrived as expected and without damage have been perfect – its just when you encounter problems with the products then the problems begin with Gosner Customer Services. Buyers beware returns/replacement are diffiuclt

Ordered an e-bike.
The bike had a problem with a cable, Gonser sent new part and I replaced it myself and it still did not work. They then asked me to go to a bikeshop to get it fix and that they will pay a little bit. But no bike shop would repare this brand. They then offered a new bike in replacement. The new bike had a battery problem, so they offered to exchange it again (3rd time!) and I have been without a working bike for a month although I have paid a lot of money. The client service replies but gets confused between addresses and what they deliver. The follow up is not good although I always get an answer it is unprecise. Today the situation is not solved (my first order was placed end of May) and I had 50 email exchanges with them.

Ordered a projector screen from the gonser.ch website, that was "Soft Lieferbar", with a 3-5 day delivery time. After one week I tried to contact Gonser. No telephone number, only email. I never got a response. I went to their address which is pretty close to my house, but there's no actual office, only a sign that directs Gonser returns to another firm. So I inquired at their office, but they said they couldn't give me a phone number. In the meantime I got an email saying my package had been delivered. But nothing came. Another week passed before I finally got an email from Gonser saying the projector screen was no longer available and my money would be refunded. That's it. So awful.