Peter S.
Yelp
Only July 19, 2017, while enroute to Amsterdam, I drove out-of-my-way expressly to visit Royal Delft. I admire delftware and looked forward to my visit based on the many positive reviews.
On arrival, near 4pm, there was no one to be found at the tour desk. After waiting about, there was no one to greet me either. So, given conclusion that no more tours were available that day, I ventured alone in search of the gift shop, to make the best of it.
Along the way, I passed through a cafe and the workshop without greeting or assistance from several employees.
Once in the gift shop, I observed three employees. I enjoyed browsing while they assisted my fellow shoppers though it began to seem odd that I was not also being helped.
I entered the custom order area to get information and did so with its lights off (the door was open) and without anyone coming to my attention - twice (I had figured that the first time was a fluke, but no).
I tried to get the attention of a gentleman who worked there, but instead watched him pass me by to help other guests.
As the other two employees soon seemed to vanish, I approached the gentleman again, directly after he concluded his order with expectation that they would soon close. He noted that they had already closed, but apologized and accepted my modestly large order (including master work). Given the size and value of my order, he offered their shipping service (21% DHL shipping + 21% insurance) for which I happily paid based on his explanation that it would arrive at my USA-based residence within 4-5 weeks.
After 6 weeks, I contacted customer service to inquire as to my order status. With limited apology, I was informed that the items had not yet shipped and...given the 4-5 week shipping expectation, they were only 1 week behind; so, I should not be concerned, expect any discount, or receive expedited shipping.
There should be some obvious arithmetic flaws there; but, for 42% surcharge I believe it fair expectation that in the event of "shipping delays" first brought to their attention by a customer, one might expect a bit more care than "oops". Worse, when asked for any other consideration given that it would end up to be 7-weeks before I received my items, their Duty Manager, Ms. van Steenbergen, deemed it best to not reply at all.
Lessons Learned:
1. Save Royal Delft for the tour groups
2. ...and stay in Amsterdam as I was unable to recognize savings from buying direct and would assume the same would apply to others
3. ...or go to Gouda where there's more to see, still plenty of delftware, AND cheese
4. ...or, if you really have to go: arrive early, lower your expectations and skip the "tourist trap" of a gift shop where their all too pleased to be selling refrigerator magnets to bother with you. Certainly, at the very least, take whatever you buy with you as their "shipping department" is as of much quality as their customer service; little at all.