I ordered 8 complete sets of WPC privacy panels measuring 177 × 180 cm from Planeo. Instead, I received 8 packages of 177 × 60 cm panels, each containing 4 boards.
I had ordered 96 boards, but only 32 were delivered. This meant 64 boards were missing.
I filed a complaint about the incorrect delivery on August 6, 2026. At first, Planeo stated that the delivery was correct. After a phone call and a renewed explanation of the situation, the error was finally understood.
After that: 2.5 weeks of radio silence.
In total, I reached out four times. No substantive response, no update, no information on the status of the order.
Since my construction project was still underway, I had to source the missing quantity elsewhere.
It wasn’t until I announced on August 24, 2026, that I would file a claim with PayPal Buyer Protection and seek legal review that things started to move forward. On August 26, 2026, the complaint was suddenly resolved and the refund was processed.
The €1,040 has since been fully refunded. That’s taken care of.
What remains is how to handle the complaint: 2.5 weeks with no response despite four attempts to contact them.
Mistakes can happen. But leaving a customer in the dark for weeks after a wrong delivery, without any information, is not acceptable customer service in my book.
First and last order from Planeo.
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Translation
We’re very pleased that you’ve placed multiple orders with us and that you’re consistently satisfied with our vinyl flooring, our advice, our service, and our delivery.
Thank you for your trust and your recommendation—we look forward to your next project!
Best regards from the Planeo team