“I’ve been a long-time customer of Galaxus, spending thousands of francs on various products. Unfortunately, my most recent experience has left me extremely dissatisfied and questioning whether I’ll ever buy anything high value from them again.
After a parcel was marked as delivered but went missing, Galaxus completely washed their hands of the situation. Instead of offering a reasonable solution or showing any accountability, they suggested I claim the loss through my household insurance—shifting the blame and responsibility entirely onto me. What’s worse, Galaxus itself doesn’t even allow packages to be held at the post office, leaving customers exposed to theft or loss when deliveries are left outside.
I expected much more from them. With 2.5 billion Swiss francs you might expect some service that supports the fallacies of online sales (the delivery).
In the end, I do not recommend buying anything high value from Galaxus. It is simply not safe.”
“I am generally extremely satisfied with Digitech Galaxus Switzerland except when packages are sent by PANZER. PANZER are unreliable and keep changing delivery dates and there are no remedial actions for the customer. If it would be possible to flag which products will be dispatched by PANZER, I would have a choice not to order. I emphasize again that Galaxus is near perfect when the delivery is made by SwissPost. Other people in my building have the exact same complaint.”
“Unclear procedures:
The original item box came with "Galaxus/Digitec Quality Control" stickers on it. Despite contacting customer service and specifically inquiring whether the product is indeed new or if the box has been previously opened, I was only informed that the product is new, without an explanation about the stickers. I acknowledge that I may not have fully understood the procedures associated with the stickers. However, the lack of clarity did not dispel the doubts raised by their presence, which may lead one to infer that the box has been opened. In my understanding, a new item should be unused and in an unopened box, not for instance a unit that has been inspected, tested, and resealed for some reason. This is particularly important in the audio industry, where an opened box often results in a discount by professional sellers.
Customer service:
Rather slow and did not properly address my questions in a professional and comprehensive manner. I couldn't get a clear answer even after contacting them a second time.
Delivery:
Slapping an address sticker on a box that is not meant to be sent without a proper cover, or in a package, is poor service. Obviously, the original box arrived battered. It's important to note that this is not a criticism of the postal service, but rather of the inadequate packaging. This may lead to issues if one intends to resell the item, as the original box is important for professional audio items and can significantly impact the resale value and marketability of the product.
Overall:
This has been the most disappointing experience I've had in over two decades of ordering audio gear from various sources.”
“I have always liked digitec and most of my experiences with them were great.
Galaxus, on the other hand, has the weirdest policies, bad customer service, and a horrible store page with badly presented and often inconsistent information. This, in particular, makes returns necessary sometimes. Like when certain properties are not described adequately on their page. The way they ship items is inconvenient and dangerous. And the way they process returns is confusing and borderline scammy.
When you order something and then decide to return it and they somehow classify your product as "opened", whether this was the case or not or whether it matters or not, they charge 10 francs for opening the product. No matter what the product cost. These were two items, each around 30 francs and in this case it they were things that were loosely placed in a carton and then unhooked from their fastening and could be re-hooked back into their packaging without damaging anything. Nothing about us looking at the products was in any way unhygenic, nor would it have mattered. These were home wear things that do not even tough the human body.
They turned out to be the wrong product for our needs (again, thanks to the gloriously inadequate description on their webpage), so we sent them back. It was already mildly annoying that they make you pay a postage fee, but that would have been ok. But when we got the "bill", I was flabbergasted. It said, on a FULLY returned order "remaining payment: 23.90" with the explanation that this is 2 times 10.00 for returning products in a box that was opened and for their inconvenience an added 3.90.
23.90 for products that we did not keep. that we looked at for two minutes, didn't use, nor damage or scuff in any way shape or form.
And they sent the products in separate boxes but provided only one return label. So apparently their inconvenience and shipping costs do not matter when they send stuff separately but it matters when customers want to return items.
This is crazy and they should not be allowed to call themselves a web shop.
Again, I have never had such a bad experience with the digitec side of things.”
“Be careful that the purchase policies may be less favorable when buying a product on Galaxus. For instance, my husband bought a pair of Thomas Sabo earrings for Christmas and the deadline to return was before Christmas when the Thomas Sabo stores had a flexible return policy to allow returns until 25 January.”
“Ein sehr rassistisches und diskriminierungsorientiertes Unternehmen. Meine Firma erfüllt alle Anforderungen, um über Galaxus verkaufen zu dürfen, aber weil mein Name nicht schweizerisch genug ist, werde ich vom Verkauf über Galaxus ausgeschlossen. Der Mitarbeiter schaut nicht auf die Fakten, sondern auf meinen Namen.”
“DON'T PRE-ORDER ANYTHING!!
(Germany)
I pre-ordered a product from Galaxis that I need today on release day 3.5 months ago.
After checking again yesterday, the site still stated that it would be arriving today.
Today I check if I have tracking or anything and I see that the delivery date has been pushed back a ridiculous amount!
I of course contacted support immediately and I learn that they don't even have a system in place that takes track of the amount of incoming and outgoing items! They sell stuff on their site, lull you into thinking until the very last day that it will arrive on time while they sit on the money we of course had to pay in advance not even notifying us that there's been too many orders.
I did not even get an email over this. Not once in the timespan of 3,5 months did I hear a whiff about them not being able to deliver. Not even on the day they changed the delivery date to some time next month.
Rude and unprofessional, take your money elsewhere.”
“I was always amazing opinion about digitec., BUT. before I tried make refund a MacBook which was completely not used by me but I found out small scratches on top (around 8)
For me that’s a reason to ask a refund as I bought it for full price, MacBook is expensive laptop and Apple care to be “perfect” for new devices.
How much I was upset to know that I loose 10% to return it (around 220 CHF) for MacBook which wasn’t used by me and returned by reason of someone used it before (or any other reason why there was fingerprint on screen and around 8 small scratches on it) scratches doesn’t come by itself….
Man in digitec sad- it doesn’t count as serious reason for return. Ok. 👍
But ,- when I pay couple thousand for new MacBook Pro I expect not it doesn’t brake first day-, I expect new item which also looks good, as completely new!.
My advice- be careful with return, even if you don’t use item but take out cellophane wrap out from it , you will pay 10% , which can be a lot, if laptop cost 2-3 thousand. My case I loose 220 CHF .
Me, I would use it if that would be really new as it should. But I returned as I expected have new MacBook, and who knows, maybe after scratches will come new problems in future(?). New is new. I think everyone know what it means.”
“I have placed an order on 26.4.2021 and still waiting for delivery. It was meant to be a BD gift for my son. As it is going I'm not sure if Galaxus will make it for his next BD in April 2022. Most unprofessional service i have ever encountered.”
“Order 39918443. I do not recommend the store, I paid for the product, they wrote in the site account that it was paid for and delivery in 10 days, after 10 days the product rose in price, the store canceled the purchase, and sells the same product for more than 400 francs! I have a photo confirmation! refunds are issued on the day of purchase!!! avoid this store!!! scammers!!!”
“THEY SELL ITEMS NOT HAVING THEM
They sell items not having them at stock, I've been waiting for black friday whole year and bought macbook air for decent price at their website, now after 3 weeks I've received an email that they can not sell me macbook because the don't have it !! thanks for nice xmas gift ! U'd better hire someone with brain who can manage your stock !”
“Non comprate merce da questi disonesti ditta ma soprattutto persone che si rimangiano le parole sia scritte che telefoniche. Comprate in altre ditte neanche Amazon ha un servizio cosi scadente. Vi rimborsa anche le spese sostenute per il rinvio e danni questa ditta spero vivamente che non compri più nessuna
Un'assaggio veramente scadandoloso si trincerano dietro a delle condizioni e non vogliono neanche fare un gesto verso il cliente che spende 10'000 Fr..
a informiamo che le diamo ancora la possibilità di pagare la fattura aperta di CHF 450.- (CHF 679.- meno i suoi crediti) entro una settimana. Dopodiché, come già detto in precedenza, trasferiremo questo caso alla nostra agenzia di riscossione.
Per di più, non possiamo rispondere favorevolmente alla sua richiesta di risarcimento danni, perché come scritto nelle nostre condizione generali di vendita al paragrafo 8 :
"La responsabilità si orienta secondo le disposizioni legali vigenti e applicabili. Digitec Galaxus non si assume alcuna responsabilità per (i) lieve negligenza, (ii) danni diretti, indiretti, consequenziali e mancato guadagno, (iii) economie non realizzate, (iv) danni da more di consegna, nonché (v) per tutte le azioni e omissioni del personale ausiliario di Digitec Galaxus, siano queste contrattuali o extracontrattuali."
Non possiamo quindi risarcirla in nessun modo, ne per i danni collaterali, ne per la perdita di tempo, ne per il minaggio.
Inoltre, d'ora in poi, i nostri vari scambi si faranno unicamente per iscritto.
Questa società si permette pure di bloccare questo feedback negativo scandaloso che esista ed dovrebbe appartenere ad un grosso gruppo Svizzero ma... Lascio a voi giudicare”
“Digitec / Galaxus has one of the best delivery and shop systems I've seen so far. The prices are still okay though they were better in the past. Nevertheless, Digitec/Galaxus is my onestopshop for almost everything. The only thing which could make it better is an option to pay monthly again.”
