Alza.cz Arvostelua 

A masterclass in how not to run an e-shop.

Ordered and paid on June 28, with a promise of delivery to the branch by July 2.
I thought: great, simple. Order, pay, pick up. How naive.

First, the delivery date was postponed four times. Then someone apparently decided that informing the customer is an unnecessary luxury, and communication simply disappeared.

So I call the hotline to find out what’s actually going on. I’m told that part of the order is already at the branch, while the rest is still somewhere traveling through the universe. I ask if they can at least release what has already arrived, since I’m leaving town and need to take something with me.

The answer? Not possible. End of discussion.

Four days later, I receive an email saying they can’t deliver the full order anyway, so they’ve canceled part of it and I can come pick up the rest. Great. Exactly what I asked for several days earlier. But apparently some processes need time to mature.

So I get in the car and drive 100 km round trip to pick up whatever has survived.

I arrive at the branch. I have the email. I have the SMS. I have confirmation in the app. Everything says: “Come pick up your order.”

And the surprise of the day: they refuse to give it to me.

The reason? The order isn’t complete, and it would apparently involve paperwork. Clearly an insurmountable administrative mountain no brave employee has yet dared to climb.

The branch’s recommendation? Call the hotline.

I ask if they could call themselves, since I’m standing right in front of them.

The answer: “We can’t, we have customers.”

Excellent. For a moment I wondered whether I had somehow turned into an employee or a random passerby on my way to the branch, because I was under the impression that someone who ordered, paid, and showed up to collect their goods still counts as a customer.

So I call the hotline again. I explain that I drove 100 km based on their own pickup notification and am now standing at the branch where they refuse to release the goods.

The agent promises to call the branch and that either he or someone from the branch will get back to me immediately.

And guess what?

No one called.

So I keep waiting. Maybe we just have different definitions of “immediately.” I was thinking minutes. They might be thinking the end of the fiscal year.

Summary: a combination of poor communication, zero willingness to solve the problem, and processes that are apparently more important than the customer. A fascinating experience—for all the wrong reasons.

Naprosté selhání logistiky a zákaznického servisu pro velké spotřebiče. Zaplatil jsem za lednici (obj. 602190720), kterou mi nedokázali doručit ani po dvou týdnech. Jejich systém pouze 11krát (!) automaticky posunul termín doručení, aniž by kdokoliv na podpoře reálně řešil fyzický stav zásilky.

Zákaznická linka je naprosto k ničemu, nemá kontakt na kurýry a jen čte předepsané šablony s omluvou. Když vám dojde trpělivost a chcete objednávku zrušit, narazíte na další systémový problém – Alza vám v profilu zablokuje tlačítko "Storno", takže se musíte doprošovat operátora o manuální zrušení a vrácení vlastních peněz. Pokud kupujete velkou bílou techniku, jděte ke konkurenci. Tady logistika nefunguje.

I purchased a built-in refrigerator together with the "Built-in Refrigerator Installation" service.

The installation was carried out in a very unprofessional manner.

When I pointed out the problems to the technician who performed the installation, he simply told me, "It can't be done any other way."

In the end, I had to pay another installer to completely remove the refrigerator and install it again. The result is now exactly as it should be. So yes, it can be done properly!

I filed a complaint with Alza and included photos of the poor installation. However, they refused to address the issue and insisted that "everything is fine." Anyone looking at the photos can clearly see how badly the installation was done.

Their attitude was extremely arrogant. Instead of admitting their mistake, they simply pretended that everything was fine, even though it was obviously not.

Moje zkušenost s reklamačním oddělením Alzy je velmi negativní.

Po vyřízení reklamace mobilního telefonu v hodnotě přibližně 3 500 Kč jsem si zařízení nestihla včas vyzvednout. Telefon se vrátil na sklad a po uplynutí dvouměsíční lhůty byl podle vyjádření Alzy zlikvidován. O blížícím se konci lhůty ani o plánované likvidaci jsem přitom nedostala žádné dodatečné upozornění.

Chápu, že obchod má nastavené podmínky pro nevyzvednuté reklamace, ale považuji za velmi nešťastné, že zákazník není před zničením svého majetku ještě jednou kontaktován. V mém případě tak došlo ke ztrátě telefonu v hodnotě několika tisíc korun.

Nejvíce mě zklamal přístup zákaznické podpory, která se pouze odvolala na reklamační řád bez snahy hledat jakékoli vstřícné řešení. Od společnosti velikosti Alzy bych očekávala prozákaznický přístup a minimálně upozornění před definitivní likvidací zboží.

Tato zkušenost ve mně bohužel výrazně snížila důvěru v služby Alzy.

Often found desirable products in less price with same quality as compared to other vendors.
The playstation experience was very nice at the Prague Showroom.

I purchased a Nutribullet blender from Alza in November 2025. The lid got stuck due to internal pressure, a clear manufacturing defect. I filed a warranty claim on April 8th and it took the full 30 days to receive a replacement, for what turned out to be a straightforward exchange with no repair.
When I raised this with their customer service, I received the same copy-paste response twice explaining that "the law allows 30 days." Technically true, but following the law is the bare minimum, not good customer service. No goodwill gesture, no acknowledgment that 30 days for a blender swap is excessive.
Alza is convenient and their prices are competitive, but if something goes wrong, don't expect them to go above and beyond for you.

I had an extremely disappointing experience with alza regarding a product warranty refund.

I purchased a defective product from Alza in 2023 and later sent it to the manufacturer for repair. The manufacturer approved a reimbursement through the seller. Alza contacted me asking which bank account I wanted the refund sent to, and I clearly provided my current active local bank account.

Despite this, Alza ignored the information I provided and instead sent the refund to the original payment account which is an account that is no longer active.

Afterward, Alza gave me an ARN number and instructed me to contact the bank myself. I spent additional money on overseas calls and contacted the bank multiple times, but they were unable to recover or locate the payment. Alza then refused to provide further assistance, repeatedly insisting the matter was solely between me and the bank.

I later contacted Czech Trade Inspection Authority (ČOI), who informed me that funds sent to a closed account should normally be returned automatically to the sender. I forwarded this information to Alza, but received no response for over a week.

The most frustrating part is that this situation was caused by Alza ignoring the bank account details they specifically requested from me in the first place.

Very disappointing customer service and post-sale support. Based on this experience, I will not be purchasing from them again.

Chtěli, abych zaplatil nějaké pojištění bez účelu. Agresivní a arogantní chování, smutné.

Alzu máme všichni rádi ne?! <3

Dnes jsem si vyzvedávala větší zásilku na pobočce v Praze 7 a ráda bych ze srdce poděkovala panu Jiří Сermákovi.

Byl neuvěřitelně milý, ochotný a usměvavý. Když viděl, že je můj balík opravdu těžký, bez váhání mi pomohl ho donést až k autu. Takový přístup dnes člověk opravdu nebere jako samozřejmost.

Moc si toho vážím a upřímně děkuji. Lidé jako pan Сermák dělají obrovský rozdíl a díky nim má celá společnost lidskou a velmi příjemnou tvář.

Ještě jednou velké díky! 🙏

Never buy as a company. They only have 6 months warranty on washing machines if you buy as a company. We had to pay for service ourself. The service man was shocked since the washing machine had been opened by service before and had 6500 hours logged. We haven’t opened not had service on it before and there has not been 6500 hours since we bought it even if we would have run it 24/7. They clearly sold us a used washing machine as new. Customer service is of no help at all. We will file a report against Alza and never buy again.

They listed celebrations deluxe pin collection at a good price and a bunch of hours after making the order they switched the image and the title with a lower value deluxe pin collection of another expansion without any warning. If I wasn't looking I would have received an overpriced collection I didn't want. Beware of this seller

za mě vše ok, alza nikdy nezklame

Not for the first time, I purchased an expensive item from Alza. I was stupid to do this. I did it because their offer was cheaper than their competitors. Beware: They do not take any responsibility for items they have sold and wrongly fitted. They refused to help when the expensive dishwasher I purchased from them was wrongly programmed. I have purchased many appliances in Prague over the last twenty years. In future; I will use Datart

Doručení do druhého dne

Alza needs to understand that how they handle the warranty claim is part of the service. Also the service center they chose can affect their credibility.
In my case, they had my coffee machine for ~25 days and they brought it back same defect. When I complained - they said raise another case - another 30 days. Really?

I have ordered and returned an item. It was accepted and part of the price was refunded. So far, so good. The largest amount was supposed to go on my bank account and that is where it all started. The payment probably did not go through Alza's payment gate, since my bank does not have an evidence of the transfer ever made. Alza leaves the investigation all on me, although we are in the same situation (they think they've sent it, I did not receive it). All they provide is an output of their payment gate system, but they require a stamped letter from my bank to confirm "that their payment was never received" :) which costs more than the amount they are supposed to return. Ridiculous. Not mentioning the fact, that I had to describe the situation to their support almost 10x. Plus their payment dept. has sent me all the supporting evidence 3x already, without proper next steps outlined. I mean, frustration has reached another level. The above drags on from Jan, 31st until today, so 11 days and counting.

Service is fast. However they have a lot of weird sale where they put like 30% off, but the discounted price is actually the market price. They do a lot of shady things like that and their costumer care is poor so I rather shop elsewhere.

Alza has the fastest delivery in Prague. Love it. I ordered in the morning. I have it already delivered

Z Alzy už bych si nevzal ani zadarmo propisku.
Kvůli velice špatnému načasování instalace a neznalosti ze strany pana Říhy který byl zaplacen myčku v Praze nainstalovat, jsme prošvihli datum kdy by bylo možno myčku navrátit a i když nám po reklamacích byla částka na instalaci navrácena, v Alze mají tak neskutečný "bordel" že nám volali, že nám přístroj vymění, ale byl to omyl!!!!!!!????
Na review na Google nikdo nereaguje a Alza opravdu nedostává jménu kterým se prezentuje. Je to celé jenom vtip na úkor klientů. Opravdu nechutné.