Ambient Direct

Bought a lamp which arrived broken and with no documentation, and no self-addressed sticker to return it. Spent ages trying to reach someone on the phone, several calls, several emails and yet, 3 months later only received a CHF41 refund which didn't even cover customs bill. Value of lamp CHF297 approximately still not refunded. Worst online purchase experience ever. Would advise everyone to be extremely careful if/when buying from them, but in particular, NOT to buy from them at all. They're crooks.

After having been a loyal customer for a decade the first time I had to rely on their customer service for a returned item they have failed me miserably. Emails are not being answered and I had to spend hours waiting for a service representative to pick up the phone just to be promised a call back that has never occurred. Beware of this company; the first time you will run into an issue with any delivery you will greatly regret ordering through them.

My order is apparently on the way! But has been for weeks now. No further communication, I've emailed a number of times, now daily, but have not had a reply. I've called and no one answers. They have hundreds of pounds of my money and I have no item. This is absolutely shocking behaviour!

Our expensive product was damaged but they take no responsibility at all and whatever you try, you cant get anyone on the line nor answering mails.

Really bad experience- it is a scam bought a product and after I purchased they wanted to charge me more. NO COSTUMER SERVICE

I placed an order and paid but 2 weeks later I receive an email saying they didn't receive my payment. Ever since then I've been trying to get in touch with them but so far without any luck. Now I don't know whether they've been able to locate my payment and if I will receive my order. Or maybe they simply don't care?

I am still waiting for the 720 EUR refund of Tolomeo Parete Struttura Pergament and Tolomeo Mega shirm Satin I returned on the 6th of February. Delivery times were not respected and there was an error on the color (ordered white, received black). They pretend they never received the parcels (post tracking shows the parcels were delivered to them on the 18th of February). Customer service totally inefficient and unreachable most of the time. They don't answer emails. They're blaming COVID. I don't know if they are totally incompetents or if that is a scam. Order nr *******

No response to my mail, no response to phone calls, filed fraud report with paypal. Very scary site because purchases are costly since it's furniture site.

I ordered an armchair and paid for it weeks ago. They did not deliver on the day they promised, then they delivered the wrong item. I am waiting weeks and they do not answer telephone or email. Now that I have read the reviews below I am dreading that I lost my money... They say on their site they are best online furniture store in Germany, This should not be allowed to happen and the suppliers of them should be aware of this and not use them as a distributor.

You pay, but never receive anything, their phones are never picked up and emails never answered!
I'll crush them! CEO - I am after you!

Bought a sofa - Order AB*******

1. Delivery - Logistic Provider DHL delivered downstairs. Sofa-Package is 100 kgs heavy.
How do I put my sofa upstairs? This logistic conditions were not mentioned anywhere while buying. DHL replied that this is not because of the Corona Virus situation, but due to the logistic contract conditions between Ambiente Direct and DHL.

2. Sofa - Splitback Frej Package is devided in 3 Boxes. I received twice the same box, and I'm missing the box with the Rest arm support. I cannot assamble the sofa and I have doubled the sitting part.

- No Answer from Customer Service since a week
- They ask to send an email to open a case to solve the issue, they never find such email.
- I had to pay 250 CHF Customs, I hope I won't have to pay again customs once they send the missing part of the sofa.

If no answer, my company will report Ambiente Direct to the official customer complaint office of Germany.

Unacceptable.

DO NOT BUY FROM THIS COMPANY!
The costumer service is horrible and unfortunately the orders are always delayed and even if you do manage to speak to someone, they are rude, unfriendly and are not aiming to keep the costumer satisfied.
I have called several times with 45 to 1 hour waiting time and when you ask the wrong questions, the agent hangs up to not answer them, it happened twice to me. Although we explained our situation, the company is not working for the people but rather to gain funds to survive or pay debts. THE CEO and founder, have no active social media/LinkedIn. This says enough about their lack of commitment to treat you with respect and to deliver your products.

Companies are seeking for compassion but what about us that spend money on new items from our hardworking money? What about our money and rights?

I trusted the company because it is German and I thought the law would protect me, apparently a bunch of $#*!s came together, started a company and made sure to scam people from all over the world without being accountable for it.

The agent that spoke to me started to scream, she was aggressive and very unprofessional. If you are in Europe and you can start a lawsuit, please come together and do so to stop them.

I did international shopping here. We asked for a certificate of international customs clearance and sent it to the service center, but it was not sent for more than three weeks. I wrote a Certificate of Origin and asked for a signature, but I was ignored. When you complete your purchase and payment, you no longer respond to customer questions. Because of that I paid more tariffs and got courier delivery. The foolish service center does not respond. At your request. I will not visit again.

Terrible. Did not deliver full order and despite repeated e mails they have failed to take responsibility so we now have two lamps without their bases. They hide behind their 14 day window for contacting them. Tough luck if you're on holiday when the delivery happens.

11 months later after being told by Ambiente Direct customer services that the issues I had over the delivery of the lights should not have happened and that they would contact Fascarini and Kundalini to obtain the light bases that I did not receive, I am still waiting. Ambiente Direct claim that they have a Kundalini base in the warehouse and in September sent me an order confirmation for it. Since then they have told me that the item is on its way, it has never arrived. With the Foscarini base, they claim that Foscarini do not reply to their emails. I find this hard to believe.
Foscarini and Kundalini - if you see this review, all I want are the bases that should have come with my order. Unfortunately normal people cannot contact you and I'm left dealing with Ambiente direct who do not do the job they are paid to do.

I buy almost everything online and this has been so far the worst experience. Sent me a faulty and damaged item, they only refund if it's returned - so beware, someone is going to receive this item one day! After returning the damaged item, they refunded partially, as someone in the company must have thought that the shipping costs were not to be refundable as well. It's a damaged good, not something that I decided I didn't like! Customer service is the worst and the feeling they leave is that you can't trust them. Never again will I buy on that site.

Bestel niet! Doe het niet!
Als je twijfelt om hier iets te bestellen, NIET doen!

15 december 2 stoelen besteld daarna 1 grote ramp. Ze waren op voorraad maar na 4 weken waren ze er nog steeds niet. Toen ze er eindelijk waren bleken het 2de hands stoelen te zijn. Stof was overal beschadigd. Manier van vervoeren was ook niet goed, alleen in een plastic en een doos erover waardoor ook bij vervoer de stoelen beschadigen. Ze vragen nu of ik de dozen naar het postkantoor wil brengen. Hoe dan? Zijn zwaar en groot, past niet in een normale auto. Email hierover gestuurd maar nog steeds geen antwoord. Inmiddels 7 weken verder en nog geen eetkamerstoelen :(

In May of 2021, I ordered a 12X15 metal building through Ambient Home. A couple weeks after ordering, I received a response stating the building was on backorder due to COVID complications (Understandable), and would most likely ship by the end of July. July came and went without even a peep from Ambient Home. I began contacting them for updates on my own, because they refused to ever give me any. Every time I spoke with them, they were short and borderline rude.

In October, I finally received an email from Abient Home stating my building had shipped (no trackinginformation attached)... almost 6 months after the original purchase. However, two days after receiving that email, I received an actual letter in the mail from a shipping company stating they had attempted to deliver the building 3 weeks prior, but no one was home to sogn, so they shipped it back to the manufacturer.

In my frustration, I called Ambient Home to get an explanation. They informed me they had sent an email back in September informing me it was being delivered. I was happy to share with them all correspondence, but they wanted nothing to do with it. I spent the next month and a half trying to get them to ship the building again, which never happened. I woke up one morning to my money back in my account and no explanation or further communication.

NEVER DO BUSINESS WITH AMBIENT HOME!

Apparently my review got deleted from this website after a couple of days so here it is again:

Wow, such a terrible and incompetent customer service I've never experienced before. We have ordered a kettle which turned out to have a German electricity output and not a Swiss one. As we live in Switzerland, the prices were shown in CHF and no information regarding the output type was shown on the website we assumed the shop has Swiss- conform electrical devices. Nope, they don't.

We therefore kindly asked the shop to return the piece without extra shipping costs. The surprisingly unfriendly lady told us that we should invest EUR 2 to buy an adapter. After explaining again that there is no space for such adapters in our kitchen/at the power outlet she pretended to not understand and told us again to buy an adapter or we have to bear the return shipping costs of CHF 40 by ourselves.

Result: never again. There are way (!) better internet shops where you don't need to waste your time to deal with such people.

Saw some nice Scandi furniture on the site that was a bit cheaper than UK prices. PayPal option didn't work when checking out which did make me wonder... Checked out using my card instead. Following morning I received an email asking me to "Send my credit card statement" to verify my identity. Upon getting this I took some advice from my bank. I then emailed back to cancel the order (given that I no longer had confidence in the transaction). They agreed to refund my card which they did within a couple of days. They were helpful & friendly. Undecided as to their legitimacy.

Avoid at all costs - once they have your money, forget about any kind of service from them. Nothing is their problem. They have a great selection of products at good prices, but delivery times are always much longer than the website implies and heaven forbid you have any problems. We currently have 2 outstanding problems with them, and despite multiple emails and phone calls they have done nothing about them. In the first, a Louis Poulsen lamp we bought 10 months ago is broken. It's still under warranty, but when I emailed the manufacturer they answered within the hour to say I had to go through ambiente to make a claim. I have sent 4 emails with photos but they have not even replied to say they have received them and started the process. When I called to check they were rude and told me 'it can take a very long time to sort out a warranty, there are a lot of variables we have to deal with. I cannot tell you how long it will be." When I pointed out that all I wanted was confirmation that they had received my email and had started the process of getting the warranty to cover the problem I was told that wasn't possible because it's an automated system and that I just need to wait. So here I sit hoping they have actually received my claim and having heard nothing from them in weeks. With a broken and expensive lamp.

My second issue is a sideboard and two standing lamps that I bought and have been waiting well over 6 weeks for. They have apparently dispatched them and the DHL website says it's delivered, but it hasn't been delivered to me. DHL say it isn't their problem because I didn't' pay for the despatch and it was sent to an address in Germany (not Netherlands where I live), and ambiente said its no longer their problem because they despatched it. When you phone them you sit on the line for ages waiting, and if you're lucky you get through to a very rude person who insists it isn't his / her job to help you. So now they have over 2,000 euros of my money and I have no products. But someone in Germany does. Hopefully they will bother answering the phone soon and at least try to get me the products I've paid for.

Ordered a LED lamp in october, paid. The site stated not in stock deliver within 3 weeks.
After delay of more than 6 weeks lamp was delivered by the manufacture mid novemberLamp was supposed to be shipped by DHL. Tracking info was not complete. Called Ambiente customer service several times, promised to check and follow up with DHL, but never call back. Then in the last week of december, received an emal from DHL that the lamp is send back to their storehouse. Called Ambiente customer service again. They said they don't know why the lamp was send back. They have no additional info. No updates from storehouse, said they will send a request to ship out again. It's 2nd week of january now, the order is still open, no progress, no answer, no update!

I placed a large order with Ambiente Direct for furniture for 3 apartments. All of which was confirmed in stock. So having paid, they then told me that the delivery would be split as some items were not in actually in stock. Following a partial delivery of even fewer items than they said would be in the first batch, no further furniture arrived, until I contacted them for an update. I was told that the outstanding items in the first batch had been sold to someone else. I received a one line email from customer services just offering to cancel my order? Not even offering any alternative solution. I had to contact them again to suggest a re-specification of alternative products that were available, which to add further insult were more expensive. These were then promised for delivery to arrive the following monday... I´m still waiting for this delivery over a week later. Customer services don´t respond within an acceptable time frame & you get passed around the doors. I get the impression no one takes ownership of any issue in this company. This was all after my initial payment went into the wrong account as they gave me the wrong bank details... which caused extra work for me to rectify. I now have a half furnished apartment & a very unhappy client. Thanks AB! Never again!

I ordered two Fermob chairs and two Fermob tables weighing in total 50kgs costing £1320 UK pound
On the week of delivery DHL contacted me to confirm details
I then received an email from AmbienteDirect asking for an additional 489.20 Euro because it needed to be a 3 man delivery, and would I like to cancel

( I live in a tower block in London, and DHL told me that their driver is not allowed to leave the vehicle unattended when making a delivery)

When I cancelled, they told me that they could not refund my payment until the goods were returned to Germany