Set of 2 Thermal Glasses Bubble

The glasses delivered already had small cracks upon receipt and were therefore defective. I then politely asked for an exchange. Instead of a customer-friendly solution, I had to bear the return costs myself. To clarify: one set costs €7.90, I had ordered two sets. I paid for the return myself, and an additional €5.90 was withheld from me via Klarna. In total, I have currently paid exactly the amount the glasses would have cost – even though the goods are no longer in my possession due to the return. Particularly critical is the fact that the return was made over 21 days ago, but to date there is no confirmation at Klarna. As a result, the payment remains active without me having access to the goods. The customer service also did not leave a positive impression. The communication via email was not very solution-oriented and sometimes rude. A possible language barrier is not a sufficient reason here, as respectful and professional behavior can be expected in customer contact. Additionally, Klarna did not show me any practical way to claim my money back. Instead of receiving support, the problem-solving was completely shifted onto me. Overall, this procedure is not only disappointing but also in no way customer-oriented. Mistakes can happen – but how they are handled is crucial. And this was simply insufficient here.