Major Dutch retailers often give wrong warranty information, report shows
Major retail chains and online shops often wrongly refuse to provide warranties for broken products, the Dutch Consumers’ Association reports. In a study using undercover shoppers, the organization questioned companies, including Bol, Coolblue, MediaMarkt, and Expert, about a broken washing machine. In 75 percent of cases, the shoppers received inaccurate information.
In the Netherlands, there is no set timeframe for statutory warranties. Yet, the Dutch Consumers’ Association found that many stores incorrectly told customers that warranties expire after two years. The actual statutory period depends on the product’s expected lifespan. For example, the 2.5-year-old, 1,000-euro washing machine that was tested by undercover shoppers was still covered under warranty.
The study also included the retail chains Electro World and EP. Mystery shoppers further tested manufacturers that sell directly to customers, including AEG, Bosch, Miele, and Samsung.
The Dutch Consumers’ Association director, Sandra Molenaar, described the study’s findings as “completely disappointing.” A year earlier, a similar investigation had revealed the same type of warranty errors, and she says that efforts to improve the situation have “clearly not achieved the intended results.”
Bol has announced plans to refine its warranty policies and procedures to ensure customers receive “clearer and more consistent” information. MediaMarkt emphasized that it is “fully aware of its warranty obligations,” adding that “while mistakes still occur in some cases, we are constantly training staff and improving our processes,” according to a company spokesperson.
