Dolfi1920 - Portugal Arvostelua 41

Lors de mon retour d'Égypte sur un vol Tui fly, ma valise cabine a été complètement explosée. J'ai ouvert un PR à l'aéroport. Assez rapidement j'ai été mise en relation avec Dolfi1920 qui a acté l'irrepabilite de la valise. Dolfi m'attribue un bon d'achat de 105€ a valoirsur leur site. Ma valise était une valise cabine Delsey. Autant dire qu'à ce prix là, je ne trouve aucune valise cabine Delsey. Seuls les valises american touristes... pour 24€ de plus pour la moins chère. Dolfi stipule bien que le bon d'achat n'est valable que 30j et que sans choix de ma part dans les 30j, on m'enverrai aléatoirement un bagage équivalent au montant du bon d'achat attribué. Ayant peur d'oublier et quelle part sous cette menace, je valide cette valise American touristes de qualité bien inférieure a la mienne et je déboursé la somme de 24€. Apres une bonne nuit de sommeil, je me suis dit que ces pratiques n'étaient pas normales et légales, me retrouver a payer pour un bagage dont la destruction n'est absolument pas de mon fait n'est pzs normal. Je contacte alors la compagnie tui fly en exigeant le remboursement des 24€. A partir de ce moment, Dolfi ferme unilatéralement mon dossier sans avoir réglé le problème. Je me retrouve aujourd'hui sans aucun valise, sans au un bon, sans aucune réponse de Dolfi. Le dossier a ete fermé avec motif qu'il sera repris par la compagnie. Ca fait un mois que je lutte, aucune reponse ni de la compagnie ni de Dolfi. Je me retrouve complètement lésée dans cette histoire, chacun fuyant ses responsabilités en faisant les morts... je mets une étoile car je ne peux en mettre moins... tellement déçue et frustree par ces modes de fonctionnements abusifs et de mafieux...

Domenica 26 aprile al rientro da Vienna ,a Venezia, un trolley del nostro bagaglio è arrivato danneggiato e senza una ruota. Abbiamo fatto la denuncia in aeroporto e come da istruzioni lunedì 27 c.m. abbiamo effettuato la procedura sul sito Dolfi con tutte le foto. Giovedì 29 c.m.abbiamo ricevuto da parte loro un nuovo trolley.
Complimenti per la velocità e per l' ottimo servizio.
Grazie per la serietà!

Es war kompliziert den Schaden zu melden und es mussten viele Fotos gemacht und hochgeladen werden. Erst auf der Seite von Eurowings und dann noch einmal auf der Seite von Dolfi 1920. Mein Koffer war vor dem Schaden neuwertig, da er erst 2 x benutzt wurde. Da aber das Kaufdatum weiter zurueck lag, wurden mir statt der 78 Euro des Kaufpreises nur ganze 30,88 Euro erstattet. Zudem sollte man diesen 'Gutschein' im eigenen Onlineshop einloesen und natuerlich dazuzahlen. Ich habe dann die Auszahlung beantragt und es hat dann noch 3 Wochen gedaudert bis der Minibetrag endlich auf dem Konto war. Also bin ich nicht wirklich gluecklich mit der Abwicklung und dem Schadensersatz.

DON'T use Dolfi No Point, say they don't receive payment! Doing it for nothing then? Tap Air referred to Dolfi, I submitted so much information from PIR to Booking ref to Flight number to these and much time spent doing it.
They requested Eur 70 to TAP and said wait for processing time.
Then I go back to TAP AIR only to be told to submit this lot and more they are refusing to componsate for a bag they trashed.
I hope I can add photos to this later.
Case ( 01448599).

Ho avuto la sfortuna di avere il bagaglio danneggiato a seguito di un volo Swiss. Ecco come sono entrato in contatto con questi soggetti incompetenti.
Dapprima il mio bagaglio è stato dichiarato irreparabile, valutato 95 euro, e sono stato invitato ad acquistare dal loro Shop dove i prezzi sono mediamente il doppio di quelli di mercato. A quel punto, come espressamente previsto da Swiss, ho chiesto la liquidazione in contanti. Improvvisamente hanno rivisto la loro posizione, anche se ho dovuto insistere, e mi hanno offerto un bagaglio sostitutivo gratuitamente, tra una selezione da loro scelta. Ho scelto un bagaglio perlomeno simile, ci hanno messo settimane a farlo arrivare, ma all'apertura sorpresa, hanno spedito un bagaglio sbagliato, di qualità inferiore e dimensioni inferiori, neanche rispettando quello che avevano chiesto di scegliere e su cui ci eravamo accordati. Non ho tempo da perdere e ho bisogno del bagaglio, quindi un servizio così scadente è davvero vergognoso. Nel frattempo è passato già un mese dal danneggiamento, chissà quanto ci sarà da aspettare... Vergognoso è anche che LH Group si affidi a questo genere di aziende, e sono pienamente responsabili della scelta, pertanto diraderò il più possibile anche i voli con loro.

Pessima azienda, a fronte di due valigie nuove acquistate un mese prima con fattura dimostrabile e benché all’aeroporto di Malpensa constatavano il danneggiamento delle guide interne delle aste che si usano per lo spostamento delle valigie, proponevano insistentemente l’invio per una riparazione (che anche i centri assistenza della mia città ritenevano impossibile)
Alle mie rimostranze in quanto mi sarebbero servite a breve seppure danneggiate, e quindi impossibilitato nel rispedirle, una operatrice mi garantiva la spedizione senza l’invio di quelle danneggiate cosa che non si è verificata in quanto hanno mandato seguentemente ancora mail di richiesta invio delle valigie…
Evitateli e accettate le valigie che vi vengono offerte in aereoporto al momento della constatazione seppure vi trovate nella scomodità di trasportarle ma non fidatevi di questa azienda.Farò segnalazione al desk della Malpensa di tale scorretto comportamento

Avoid at all cost!
Brussels airlines and unfortunately the whole Lufthansa group use this company for luggage repair and substitution. The issue is that they are absolutely oriented to close the cases as soon as possible. They literally sent us a random replacement luggage because 30 days passed (and I was still undecided on what luggage to purchase). And yes, I say purchase because this company has very little luggage with normal prices you can find online, most of them are just inflated prices so the credit you receive from the claim is basically useless.
Do yourself a favor, contact the airline and say that you do not agree with this and ask them for a direct refund of your luggage.

Très satisfait du service. Suite a un vol avec la compagnie LUFTHANSA Jai récupère ma valise casse j ai fait une demande au prêt de la compagnie qui a fait le nécessaire rapidement en me renvoyant une valise neuf sous 7 jours merci beaucoup
cordialement
Mr CHARLES

Esto es el mayor timo de las compañías aéreas. Me obligan a facturar, me rompen el asa de mi maleta, la envío a reparar y me dicen que es irreparable y me indemnizan con 69 euros para comprar en su propia tienda. He solicitado que me la devuelvan que lo que necesita es un simple tornillo y esto me ha costado 18 euros. Es lo más parecido a una estafa, maletas que te rompen y que son reparables, dicen que no lo son, para que te gastes lo que vale la tuya en su propia tienda.
Referencia: 01287385
Me ofrecen pagar 175€ (en su propia tienda) para tener una maleta ee la misma marca y características que la que me han roto. Un abuso, por supuesto llevaré la reclamación hasta el final. La compañía debe responsabilizarse del daño causado y cubrir el 100% del coste de reposición de una maleta de las mismas características.

VIAGGIO SHANGHAI MILANO
2 BAGAGLI ENTRAMBI ROTTI: 1 CON BUCHI NELLA SCOCCA CHE VIENE SOSTITUITO DA UN ALTRO NUOVO SUL LORO SITO ANCORA NON SPEDITO DOPO 10 GIORNI
2 CON UNA RUOTA IN MENO MARTORIATO DA GRAFFI E BOTTE

IL SECONDO CODICE incident 01306147 DOVEVA ESSERE RIPARATO DA LORO E PRESO IN CARICO IERI, NON SI è VISTO NESSUN CORRIERE E NON SANNO PERCHè è TUTTO BLOCCATO SOLO AVENDOLI CHIAMATI HANNO PREDISPOSTO UN SECONDO RITIRO CHE NON AVVERRà PERCHè è TUTTO FINTO PER DOMANI.

RISPONDONO SEMPRE SENZA DARE INFORMAZIONI NON SO PIU CHE FARE

Suitcase broken wheel ... procedure followed ... excellent follow up from Dolphi1920.
Then suitcase picked up... suitcase delivered and suitcase repaired at more than expected.
5 stars more than deserved !!!

Il 12 Luglio , durante uno scalo, la mia valigia è stata danneggiata. Dopo aver segnalato il problema online come indicato allo sportello dell’aeroporto, Lufthansa ha girato tutto a Dolfi. Loro mi hanno contattata subito, ho inviato le foto e in pochissimo tempo mi hanno offerto un buono da 100€ da usare sul loro catalogo.

Oggi, 24 luglio, ho ricevuto la nuova valigia: bellissima, perfetta, arrivata in tempi record!
Dolfi si è dimostrata seria, puntuale e affidabile. Un servizio clienti davvero eccellente.
Consigliatissimi!

I have been in contact with Dolfi after my suitcase was damaged on my way from Cairo Airport to Barcelona Airport, arranged by Egyptair. As Dolfi represents multiple air companies as I believe, I was told at the airport that I should send my PIR report (damage report with unique number) and some pictures to Dolfi and they gave me an email address.

From there I quickly received a reply from Dolfi. However, they needed all my documents (luggage label, boarding pass, pictures and PIR report) in the original state - to be send to an address in Portugal. This part was quite surprising to me, as I had everything on camera already and still had to go on another flight back to The Netherlands in 5 days time. In the end I fixed my suitcase with ductape and continued the conversation with Dolfi. I even scanned in all the documents at my work, but Dolfi remained on the line of "you have to send the original documents to our address in Portugal". So in the end, I did. And as expected these days, nothing was delivered to them even though I prepared a letter with all the originals and bought international stamps.

Upon this I got a bit frustrated because now I had "lost" my originals whereas I warned Dolfi that the post organisations (whether it would be Post NL, DPD or DHL) are nowhere near as good as they used to be and often a package is said to be delivered but the person involved received nothing. And I didn't use a track-and-trace code, as I was in a hurry and bought international stamps late in the evening.

So in the end it was a bit of a hopeless situation and I contacted the General Manager via LinkedIn. He replied immediately and actually explained to me that Dolfi as an intermediairy need the originals to get paid by the airline companies such as Egyptair (in my case). I was again - surprised - but at least that was a clear explanation why Dolfi cannot process the claim without the originals. And the General Manager also told me that Dolfi had send me the wrong address where I had to send the documents to. But the General Manager was so kind to take immediate action and even though not "covered" for Egyptair by the lack of my original documents (which are still somewhere...) he promised me to send a new suitcase to me on his own cost. I thought it was really kind, a relief after the many emails and well, within a couple of hours I got a confirmation email from the Dolfi team if I would be happy with suitcase size L and what kind of colour I wanted and to ask for my home address.

I want to thank Gal Zentner here for his actions and his manners. And the Dolfi team for completing the job.

A couple of recommendations, both for customers/clients and Dolfi:
1) As a customer, double check the address (Portugal or Germany?) with Dolfi before sending the original documents to them.
2) As a customer, make sure you send your letter with a track-and-trace code so you can at least track your letter with the content. At least it is better than nothing.
3) For Dolfi, serving as an intermediary between the customer with damaged luggage and the airline company, it would be nice to know why you need the original documents. The General Manager explained to me that some airline companies - not all - require Dolfi to have the originals in their possession so Dolfi get paid for the replaced or repaired luggage services. Which was unknown to me, so I found it quite absurd at first that I had to send the documents to them by the international post. Seems a bit weird in the 21st century, but it is not a requirement from Dolfi (or their unwillingness) but from the airline company.

Again, thank you Dolfi for the beautiful new suitcase!

This review is in direct follow-up of my first review from april 9th, which I maintain word for word as to Dolfi-Germany.
This message goes directly to Dolfi-PORTUGAL, to whom I want to express my most sincere thanks for the excellent service provided! They called me by phone some days after the first review/reaction was published, excusing themselves for the extremely poor and null service provided by the central office. A new bag was proposed to me instantaneously, I even could choose the colour, and it was sent to me free of charge, to my holiday address in Portugal, arriving within 48h at destination.

Ya se que no sois los responsables , pero no tengo porqie comprar una maleta en vuestra página.
Por eso solicito el valor del vale para comprarme una maleta de las mismas características en otro sitio sin tener que pagar nada, porqie vuestros precios son el doble de lo que vale. Ahí está el engaño.
Saludos

Me destrozaron la maleta en un vuelo de Lufthansa y Dolfi1920 me ofreció una maleta a coste cero que acepté el 9 de mayo. La maleta debía llegar en 10 o 14 días. A día de hoy, 23 de junio, no he recibido nada. Ni siquiera respuesta a mis correos.

Hice el reclamo por las 3 valijas con las que viajamos desde Alemania que llegaron dañadas, me dicen que me reconocen 130 y 140 Nro de referencia de cada reclamo es 01224727/31/22) por cada una pero me obligan a poner dinero arriba para comprar otra. QUIERO QUE ME LAS ARREGLEN GRATUITAMENTE O ME DEN EL DINERO Y YO COMPRE DONDE PUEDA sin estar obligados a comprarles uds

Bonjour suite à l'envoi d'une valise endommagée sur un vol Lufthansa, j'ai donc acceptez la réponse de Dolfi (Portugal) pour la réparation. Le premier soucis est le transporteur GLS qui ne vient pas au rdv fixé, mais le lendemain apres mes relances et sans être prévenu de sa visite. Ensuite je reçois un mail que l'acheminement de la valise est en route, je la reçois aujourd'hui (mais pas la mienne, une valise neuve mais pas ma DELSEY qui est qd même une gamme supérieure).Je demande donc a la récupérer moyennant un règlement de 28 euros, le problème est que Dolfi ne répond pas aux questions posées ds mes mails , à savoir est ce que la valise est ds l'état initial à l'expédition ? C'est pourtant simple comme question. Certes j'ai reçu une valise en compensation, le problème est qu'il n'y a pas de communications qd au suivi de la réparation ou non !!!!! c'est dommage

My claim is ongoing, I will update this review as it progresses.

My hiking backpack bought only three months before the damage was deemed irreparable (which it is). After a week and a half I get an e-mail saying my bag's estimated age is 110 MONTHS even though I had attached my proof of purchase showing it was bought on January 17th 2025. Consequently the voucher amount is 65€ instead of closer to the original purchase price of 125€ ( by their own metrics I should be getting approx. 115€).

Also, the person at charles de gaule airport who guided me through the process said the bag would be replaced with an identical bag or refunded, however their online store does not carry the brand, and doesn't even have similar large hiking backpacks anyway.

I fully expect that you will correct the amount of the refund, and actually refund me rather than some silly voucher which won't even let me replace my bag. I'm being kind by not even including the price of my hiking shirt that was also damaged...