Hey fellow Expats.

Just to let you know. Be careful when ordering with FUST (www.fust.ch). Their helpline is bad. I made an order where it was told I would be contacted after purchase (regarding shipping options, there are three. Leaving it at your door, bringing it inside, and bringing it inside and installing it). The last two options require them and you to get a hold of each other. So after making the order, I called them, and after going through the menu, after about a 5 min wait, it stated that all people are busy, to leave a message, phone number and name and that they call back. I did so, and 24 hours passed, and no reply. So then I did the same again, I called them, and once again, I ended up being asked by a recorded voice to leave my name and they return my call. Did so again, mentioning that I have called them before. Meanwhile, I tried to call an additional three times throughout the day, each time the same happened...Once again, 24 hours passed. So, the 48 hour delivery upon purchase which was mentioned in their website regarding delivery time already passed...Ok, I went to a store as I drive by a Fust anyway, they basically said that they can't help, I need to call their hotline... So I called them again, and the same happened. Order was made last Thursday.
Just to let fellow Expats know my experience. Maybe you guys are lucky, but from this moment on I will avoid this company. To this point, I do not even know what is going on (I was billed, have receipt), and I have no ways to contact them and they do not contact me either. Huh, and I thought Brastemp in Brazil was bad... same story all over again it appears.

So far no issues on my side with Fust. Just ordered a microwave and was surprised it arrived already the next day

Have you tried using the website's contact form?

I've done this twice recently and had excellent response and customer service from Fust.

We bought a small freezer from them - and luckily took out the extra guarantee (although was not necessary ... but ......) . Did not use the freezer for a year as it was bought only for storing meat when we slaughter a sheep. So when I did pack it with meat - because of that "extra" guarantee, when I found the door standing open, having been pushed by the ice buildup inside, phoned them about the problem (same wait wait wait story on phone).

Because of the *extra* guarantee they sent out a technician to see what was wrong. Nice pleasant sort, confided to me that this model had a factory flaw in the door. Took it away. Was replaced (delivered) by a new model. Guarantee still in place for the replacement.

Without that "extra" guarantee no service would have been delivered to house - we`d have had to take it in ourselves. And transport home a replacement.

Then after another year, when the 2 year normal guarantee was up, we got a bill - with Mahnung - (no first invoice, just this one with warning and extra charges for "not paying"). Checking the old original "extra" guarantee, the small writing said "Cancelling must be in writing". So after the 2 year extended warranty, one is expected to pay Sfr60 a year into infinity, unless cancelled in writing.

Oh this was it! Thanks !! I contacted them in the contact phone number in case of issues that they sent out with the online receipt. I searched for their online contact number 071 955 51 63 and it worked!

What I was told that some merchandise that you order online, the online department takes care off but other online purchases, the regular Fust call center takes care off (depends on size of merchandise). Anyway, they work with a private company that does the transport for them and apparently the transport company is failing...indeed, the people at Fust told me they have contacted the transport company (forgot name), like 2 hours after I made the order and the transport company should have contacted me within 24 hours which they did not. So now Fust Online will be figuring out what is going on.

Ok, thanks for your help there once again. Still funny that some ex-customers can help me more than the Fust website in terms of contacting the respective department. Also, the phone message system does not work, they could have told me about their other online service number too. Thanks again!

You're welcome! Hope it works out for you.

Had massive problems with them last year. quite expensive washing machine died 2 months out of guarantee. Called their customer service and they said someone will come and have a look and give us an estimate. Service engineer came, found the problem and said it would be free of charge because it was only just out of guarantee. He came again, repaired it and even wrote on the bill "free of charge". Happy days.
Next day he phones, says it was a mistake, we now have to pay 550CHF! We said no as we could have bought a new machine for that price. His manager phones, very unpleasant, says we have to pay or they will come and refit the broken part! We contacted our legal aid through the insurance, and after several months of reminder bills and warnings from FUST, our legal assistant finally sent them a very clear letter that we will not pay and will go to court over it. Next day FUST say ok, they will forget about it.
Never again. FUST is also quite well known on Kassensturz and K-TIPP.

lol a mistake on their part and they want to make you pay? this is bad service for sure, even spend money on lawyers...

Me too...my advice, don't buy at Fust !!
Two weeks ago I ordered a dryer from their online shop, which had an indicated delivery time of 3-4 days. The next day they called me to fix a delivery date, which was only possible after 2 weeks ! Well, ok, can happen.
They would send a sms the day before to tell me at what time I can expect the delivery.
Yesterday I received the sms, it would be delivered today between 12.00 and 15.00. At 15.30 still nothing, so I called, got a incompetent employee on the phone who didn't find it weird it wasn't delivered yet and he told me it should still arrive. After demanding more information he told me he had to look it up and would call me back in a short moment.
An hour later, no news, so I called again, same idiot on the phone, he didn't even excused he didn't call me back . Then he told me the machine I ordered is not it stock !?!?
I asked how this was possible, he didn't know and didn't care.
At least he was so ''friendly'' to forward me to the orders department after I told him I want to cancel the order.

So it will arrive the day after tomorrow. You really think you have cancelled it?

We'll see. In any case I'm not going to order the machine somewhere else before I have my money back.

Fust apparently has a policy of no return, I am stuck with an article that does not work, bought it online so shop refuses to help. Helpline says they dont care, i can buy from another shop next time. No refunds

If it does not work you have warranty. And fust is pretty clear in no refund, this some articles can be traded in again for other items which if so is clearly mentioned on the product.

We had such a bad experience with Fust we will never, ever, ever do business with them again. In particular the Fust in Etoy - avoid the project mis-manager with a biblical name like the plague he is.

Yes. Fust =Frust!

My mileage has varied.

I've bought a number of items from Fust without a problem, including a fridge and freezer in separate transactions that needed delivery and help to get up to my 4th floor apartment, which the delivery guys were happy to do.

I absolutely believe that others have had issues, but am just sayin' that my experiences have been fine.

Don't buy from FUST Online
Don't buy from FUST Online. They are selling products that they don't have in stock and maybe haven't even left the factory. They answered my questions with a robotic response. Then they sent me a request to give a good score for FUST. I wrote a response that wasn't positive, and they refused to publish it.

They are thieves!
After 10 weeks of trying to get the item I paid for online. They now tell me, (after four conversations by email with them), that the order number, my name, and other information that we talked about, is not in their system.
I have my Amex payment slip but, they just took my money and shut me out!

Four of your six posts on this forum are complaints about companies; that's not really the point of being here IMHO.

And if you didn't get the goods you ordered, just claim it back off Amex, shouldn't be too hard if you already have proof from Fust that they don't have your order on record.

Seems that I was lucky than. I bought a built in fridge from them with delivery, installation and taking away the old one. They called me after 2 days to schedule delivery and installation. Had to wait 3 weeks. They were on time and everything went smooth.

So cancel your Amex booking.

I have ordered both online and instore with Fust over 30 years. The value now is well over CHF10,000. I have never had a thing go wrong.

When you order online it states by each item if they are available from 'Not Known' through '2 weeks' to 'Deliver tomorrow or pick up at 155 branches' - what did your item say??