Cancelled order with still no refund after 1 month
Tempur's products themselves are excellent, and I have been trusting them for more than twenty years. Previously, I had ordered or purchased them in person, from local Swiss dealers, who either had them in stock, or could order them for me from Tempur. This time I needed a lumbar support, for a relative of mine, and I ordered it directly on Tempur's Swiss website, confident that this would also be a reliable method. After one week with no updates whatsoever, I contacted them via e-mail and was informed about delays involving their German warehouse, where - I was said - they had a lack of employees. The product was expected to be delivered up to two weeks later. My relative is suffering from back pain, so I decided to cancel my order and look at a local dealer who had the product in stock. Tempur confirmed the cancellation of my order, however my payment had already been made. I waited one more week, but no refund could be seen on my bank account. Tempur explained to me that they couldn't do anything about that, because the party involved with the handling of payments is Klarna Bank. I waited two more weeks, then managed to contact Klarna Bank. At first, they didnt even reply to my documented e-mails. I was forced to create an account on Klarna's website, and to chat patiently with a robot which, eventually, delivered me to a human being: I could then provide all the information in my possession and, after a few days, was informed, from a "noreply" Klarna e-mail address, that there was no trace of my money on their system, and that for further questions I should to use the "Klarna app". The money was no more on my bank account, though. Now, more than one month after my original order, I still haven't received a refund. I am currently working with my bank, in order to sort out this stupid mess. The contact person for Swiss Tempur's customer service was nice, even if she said she couldn't do anything. Sadly, this was the only real person I have been able to talk to. From now on, I will avoid Tempur's website and I will purchase directly from a trusted local dealer.