1y ago
Unfortunately, my experience with noo.ma has been extremely disappointing. The website and product photos give the impression of high-quality furniture and a professional company. That’s why I decided to order a solid oak bed, two oak nightstands, and a small dining table. In hindsight, I deeply regret this purchase – for several reasons: 1. Delivery and Packaging Before placing my order, I clearly communicated to the company that I needed the furniture by the beginning of the following month, as our Airbnb apartment would be rented to guests. Understandably, they cannot sleep on the floor. I was assured that delivery would take place during the last week of the month. The shipment was handled by UPS – but it arrived incomplete and in unacceptable condition: Only one of two packages for the bed was delivered initially. The packaging was damaged, and parts literally fell out when I lifted the box – a clear sign of poor packaging on noo.ma’s end. The second package didn’t arrive until several days later. It was wrapped only in black foil, apparently because the original packaging had burst open during transport. The wooden parts were damaged, and several components were missing. This clearly indicates inadequate packaging and a lack of quality control in the shipping process. 2. Customer Service Communication with customer service was slow and frustrating. Responses typically took at least one business day, and between Friday afternoon and Monday morning, no one replied at all. I had to send numerous emails to the assigned contact, including photos, just to get the missing parts for the bed. Despite explaining that a guest was already sleeping on the floor – for over 10 days now – there was no urgency or real effort to resolve the issue quickly. Even now, over a week later, the replacement parts have still not arrived. According to the tracking info, they are still in Poland and haven’t even been picked up yet. 3. Compensation and Complaint Handling I requested fair compensation for the inconvenience, the damaged goods, and the time I’ve spent dealing with this issue. For an order worth over €1,500, I was offered only €50 – which I find insulting and completely inadequate. 4. Missing Assembly Instructions There was no printed assembly guide included with the product – only a QR code that did not work in Germany. This made assembling the bed even more frustrating and time-consuming. Conclusion I cannot recommend noo.ma. The poor delivery quality, inadequate packaging, slow and unresponsive customer service, and lack of proper compensation show a serious lack of professionalism and customer care. The fact that there wasn’t even a usable assembly instruction included only adds to the negative experience.
