“NO CONTACT WITH THE STORE IF SMTH IS WRONG
My order came incomplete - the package was fine but the box inside had been opened and the crucial part was missing. I wrote an email right away, but there is no contact with the store - I've been waiting 2 weeks, no response to emails, IG message or comments on FB.”
“Hoy hace justo 15 días que me llegaron los auriculares y ayer sin hacer nada con ellos de repente dejó de escucharse el auricular izquierdo, he escrito al soporte técnico pero de momento no he recibido respuesta, por cierto, no hay posibilidad de comunicarse con ellos en castellano. No he visto en la web tampoco posibilidad de gestionar cambios.
* Actualizo: el servicio técnico me contestó pero me indicaron que la única opción era que enviara los auriculares defectuosos pagando yo el transporte a Reino Unido y que en teoría me harían el reembolso de la compra original de los auriculares y me harían un vale por el importe de los gastos de envío para que los pudiera volver a comprar al mismo precio original. Finalmente opté por contactar directamente con JBL y hacer uso de la garantía oficial de la marca, que ellos sí se encargaron de gestionar todo lo relativo al transporte, no teniendo que pagar nada, enviandome unos auriculares nuevos del mismo modelo, aunque no la edición Tomorrow Land, en un plazo de un par de semanas. Bien por JBL y mal por TOMORROW LAND, en mi opinión una pésima gestión postventa aunque la operadora Lisen, que me atendió, ha sido en todo momento muy correcta y me ha intentado ayudar en la medida de sus posibilidades.”
“I had the absolute worst experience with the Tomorrowland Store. After placing my order, my items got held up at customs due to regulations in my country—a situation completely out of my control. Naturally, I reached out to their team for support, hoping they would assist me with the return process or at least help cover some of the additional costs. To my complete disbelief, they showed zero willingness to accommodate or provide any meaningful assistance. Their unhelpful attitude and complete disregard for their customers' issues are shocking for a brand of this scale and reputation.
This entire ordeal left me feeling frustrated and helpless. Not only was I unable to receive my purchase, but I was also left to deal with the financial loss and inconvenience alone. I expected so much better from a company associated with such a globally renowned event. Unfortunately, I was met with a cold, disappointing, and unprofessional response. I will never order from them again, and I strongly advise others to think twice before doing so. Truly, a horrible experience!”
“I bought two loops and four hats unfortunately I won’t be able to use them at the festival because although
I did everything right and wound up 8 hrs online only to be told What I needed was sold out
The issue was you were not sold out when I got bumped out four times your technical crash shouldn’t cost me my tickets and I was willing to pay for a hotel room I didn’t want so I respectfully request that you do the right thing and sell me a full madness comfort pass for two as it was not my fault and please if there is a better contact for me to make this request please let me know
And please I understand you sold out congrats! Bit you weren’t sold out when I got bumped out.
Donald Pollock
Cel 1-856-912-4310”
“Please help me I pay the money already
I didn’t get anything and UPS keep asking me that taxes. I pay the 2700 more taxes already, but I still cannot get anything
Can you check for me the Tomorrowland company
I go to Tomorrowland boom many times. I’m your old Customer. Can you do something to UPS for me?”
“I ordered a T-shirt and I’m very disappointed. It’s too short and too wide, extremely wide. I’ve tried to return it but the procedure is weird and I have to pay for it.”
“Absolutely shambolic returns process. It’s not apparently obvious the amount of pain you have to go through to return an item. Sent an item back more than 4 weeks ago and still trying to sort getting it back through customs - with seemingly no resolution in sight!
Firstly, the packages being returned get stuck in customs as they’re being returned from abroad and in in order to process through customs, you have to pay admin fees totalling several hundred euros! And no, that’s not an exaggeration! The fees were more than the value of the returned items, which I need to add were very expensive t-shirts (but in different sizes so I can get one that fit). Charges which were also previously undisclosed!
Then, after chasing Tomorrowland and being alerted to said delays in the custom process - something which I’m sure isn’t new to them but was previously undisclosed to me as a customer, and I’ve since been unable to see anything on their website about too?!!!!. The support / customer service can only be described at best, as substandard and at worst, as lazy, inadequate and generally unacceptable.
After some back and forth, In order to try and process an exception from the returns custom fees, you need several pieces of documentation - none of which Tomorrowland are with willing or able to provide despite being the sender. Instead being diverted to UPS instead “to sort it out”. Thanks for you helps Tomorrowland!!
When asking the Tomorrowland customer service team for the UPS contact details, I was sent a url the the global UPS website (after spending over €100s on clothing, they couldn’t be bothered to provide any more help). Pathetic!
Oh, and then finding out that on order to process and customs exemption, I would incur a €40 admin charge. On top of the €25 postage fees…
After spending literally thousands of €€€ attending the festival itself, this process has left a really bitter taste in my mouth. Unless you want to me ripped off with the returns process, (at least if you’re reading this, you’ll be somewhat informed) do no buy from this place as you’ll be disappointed, out of pocket and feeling pretty let down by the Tomorrowland brand! Despite their “love” and caring marketing, they do not care about the customers, the service provide or their frustrations.
Must. Do. Better! You’re not being transparent with your customers and are letting us down!”
“Tomorrowland store was great! I found what I wanted and It was easy to buy. Unfortunately the GLS transport service has had its problems. I asked for it to be delivered to a friend's house in Portugal whose purchase would be a gift for her. On the day agreed for delivery by GLS, she remained at home the whole day but the delivery man couldn't find the address... even though all the information was there. The next day the same thing: they said they rang the doorbell and no one answered. Since my friend's husband was at home... I then tried to send the order to the agency closest to my friend's house, but the GLS website didn't allow it. So finally I asked for it to be delivered to the hair salon whose owner is also our friend but nothing... Finally GLS informed that the order was delivered to Mrs. Luz.. Nobody knows who Mrs. Luz is and nobody knows if The order was delivered to someone in my friend's building or in the salon... so we were left without the purchase..... Maybe FeDex or DHL would be a better service for deliveries in Portugal.”
