Bolasystems.com レビュー 865

Bolasystems.com からの回答

7日前に更新

Dear Jéremie,
thank you for taking the time to leave us a review. We are reaching out because Trustpilot is primarily designed for rating a company’s services – such as communication, delivery, and customer support. Your review is currently affecting the reputation of our services, which we work hard to maintain, even though you yourself mention that everything in this regard went smoothly.

We understand that experiencing a faulty product can be frustrating. That is why we have already reached out to you – we would like to better understand the situation, however we were unable to locate any order or complaint under your name. If you could send us the relevant details, we would be happy to look into it.

If you would consider updating your review to reflect your actual experience with our services – rather than the product itself – we would greatly appreciate it.

Thank you for your understanding and we are here for you should you need anything.

Kind regards.

UPDATE:
Dear Jérémie,
Thank you for revising your review. We really appreciate it.

Bolasystems.com からの回答

2026年3月26日

Dear Sir or Madam,

We are sorry to see this review and would like to clarify the situation.

The order was properly shipped from our side via FedEx, and the parcel has been in the carrier’s network the entire time – it is therefore not correct that it was not dispatched.

Following your first message, we immediately took action:

we contacted both FedEx Czech Republic and FedEx Netherlands
we informed them that the delivery address is accessible 24/7
we arranged a repeated delivery attempt
we also contacted FedEx Netherlands by phone, where we were connected with an operator within a few minutes and had the case rechecked

During our working hours, we responded to your emails without unnecessary delay and actively worked to resolve the situation.

We would also like to mention that this order was placed as a business-to-business (B2B) purchase. Nevertheless, we approached the situation in a customer-oriented manner.

We understand that the experience with the carrier may be frustrating; however, from our side, all available steps have been taken to ensure successful delivery.

Below we are providing the tracking link, where it is clearly visible that the parcel was dispatched from our side and is in delivery to your address.

https://www.fedex.com/fedextrack/?trknbr=399717323821&trkqual=2461118000~399717323821~FX

At this moment, there is still a possibility that the carrier will deliver the parcel, especially considering our escalation. For this reason, a refund is only possible once FedEx confirms that the shipment is being returned to us and will no longer be delivered to your address.

If the shipment is returned to us, the amount will of course be refunded without delay.

Best regards,
Bola Systems

Bolasystems.com からの回答

2026年2月27日

Thank you for your feedback.

We would like to clarify a few important points regarding your order.

The supported languages of the valves are clearly listed on the product page in our e-shop before purchase. The device specifications were therefore transparent and available in advance. The product is fully functional and usable within the Netherlands, even if Dutch is not included.

Please note that versions intended for Eastern European markets (with this language set) are offered at a lower price than versions designed for Western Europe. It is therefore possible that the price difference influenced the selection, even though the language specification is clearly stated on our website.

From our experience, many customers who live in Western Europe but come from Eastern European countries prefer devices in their native language. For this reason, we offer these versions as well, so that this option remains available to them.

The right to withdraw from a distance purchase is 14 days from the date of delivery. In this case, the withdrawal request (return form) was submitted approximately one month after delivery, which is beyond the statutory withdrawal period. The withdrawal period is not two months, as stated in the review, but strictly two weeks. This information was also clearly communicated in our email correspondence and is available on our website in the return section and in the return form that was submitted.

Despite this, we have been communicating with you to find a possible solution for using these valves. After the initial setup of the heads in any available language and pairing them with the control unit, all further operation is performed through the control unit interface, which is available in Dutch, English and many other languages. We explained this during our phone conversation; however, this information was not accepted.

We always aim to provide clear product information and fair handling in accordance with applicable EU regulations.
Thank you for your understanding.

Bolasystems.com からの回答

2026年2月27日

Thank you for your feedback. We are sorry that your experience did not meet your expectations, and we would like to clarify the situation.

The order was placed as a business (B2B) purchase by a professional installation company. The delivered thermostatic heads fully matched the items ordered. The issue that arose was related to compatibility with the existing valves – the products were not incorrect, but unfortunately were not suitable for the intended installation.

At your request, we explained that for B2B orders, returns without a valid reason (such as defective or incorrectly supplied goods) are not a legal entitlement. Nevertheless, we made every effort to assist you by providing technical support and recommendations to help you identify the correct adapter.

We would also like to clarify that at no point did we state that the situation was of no concern to us. Our goal is always to communicate professionally and constructively and to find a solution whenever possible. If any misunderstanding occurred, we sincerely regret it.

We value every customer and always strive to provide fair and professional service. In this case, we acted in accordance with our terms and conditions and standard B2B practice.