Saniweb Nederland

Terrible experience with Saniweb. Ordered a Grohe Showerhead Smart Control set, and it arrived with clear damage on it, with someone trying to fit it before but failed. Our plumber confirmed this is the case with marks all over. Tried speaking with Saniweb, and mind you this is 1 day after I received the product and got the plumber installing it. We then saw after installing the damage on it. Saniweb would not send me a new product even they did sell it as it was already "installed" and warranty kicks in. Pointed me to speak with Grohe. In the end we had to get a Grohe engineer to come a replaced the parts, however Saniweb to stand their ground that they dont sell used products is proper B****S**T! I dont know what law they think they live under but this is a terrible company. Don't be fooled by their cheaper prices. Order elsewhere! Even the Grohe engineer mentioned that they get these issues and complaints on Saniweb ALL THE TIME.

In summary: > The product itself is excellent. > Saniweb’s customer service is not. They showed no flexibility, gave inaccurate guidance, and prioritised selling us another product rather than helping us find a solution. > We won’t be trusting Saniweb again – especially not for Quooker products. We are renovating our kitchen and ordered a Quooker Combi Plus from Saniweb. Delivery was fast, and the product arrived in excellent condition. Unfortunately, we later realised that we only needed the Combi boiler as we opened the package a few weeks into the renovation, when we needed to install the boiler. We contacted Saniweb 35 days after purchase – just a few days outside their 30-day return window – to ask for an exchange. The product had never been installed or used, was still in its original packaging (with all protective wrapping intact), and only had some dust. We explained this clearly and asked if we could swap it for the Combi, which costs the same. Saniweb refused. They said it could not be returned because it was outside the 30 days and because of dust – which is a weak justification given the item was unused, undamaged, and in perfect condition. On top of that, they incorrectly told us the Combi Plus could not be adapted for use as a Combi, and their only “solution” was for us to buy another boiler (approximately € 800). This was very disappointing, as we were simply trying to work with them in good faith. We then contacted Quooker directly, and their technical team immediately confirmed that the Combi Plus can indeed be used as a Combi with just a small adjustment. No new purchase was necessary. In other words, Saniweb not only refused a reasonable return but also gave us wrong technical advice – advice that, if followed, would have cost us hundreds of euros unnecessarily.

Follow up service for online order can be definitely better. Only when the order placed, received confirmation right away, but item not delivered on time, no update nor notification of (delayed) delivery/ track & trace info. Had to call twice to chase after the item myself and only a week later than the agreed date, finally got the item. Utterly disappointing experience. Not to mention the inconvenience due to the delay among which having had to cancel & rearrange the handyman for the mounting.