Dear Altroconsumo and DEGHI Customer Service, On 27/06/2026 I placed order no. 1782564723262 on the Deghi.it website for the purchase of terrace furniture (total weight 270 kg). At the same time as the order, I regularly paid the standard shipping costs, including €105 of "disadvantage location/island supplement" and an additional €233 for the "delivery to the floor" service, for an initial shipping total of €338. Due to renovation work on the terrace, I agreed with DEGHI to stop the shipment for 15 days. On 22/07/2026 the goods were correctly unblocked and entrusted to the carrier DACHSER/FERCAM (Shipping: O2603148098 / 2436182). From that moment on, an intolerable ordeal began: 1. The goods were stuck in Naples for weeks due to an extra supplement of €260 arbitrarily requested by the courier for the island delivery, a cost that I had actually already paid to DEGHI (€105). 2. After countless reminders and a serious accumulated delay, the DEGHI chat assistance told me that the only way to unlock the goods was to pay again these €260 through a link provided by them. I paid for this additional balance on Friday, August 7, 2026, under express reservation and protest. 3. Although the payment has been collected by DEGHI for 5 days now, to date (Wednesday, August 12) the goods are still stopped and blocked in Naples with the status "HOME DELIVERY DISTRIBUTOR - WAITING FOR A NEW DELIVERY". The carriers FERCAM and Boruni take responsibility by stating that the administrative release or the planning of the delivery to the floor by the client is missing. After more than a month and a half from the order and with €598 of shipping costs only extorted and paid, the 280 kg of goods never left for the island. DEGHI customer support continues to respond with clichés and empty reassurances without physically resolving the block of its supplier. We claim: 1. The immediate PHYSICAL unlocking of the shipment within 48 hours and the planning of the delivery to the floor, by contacting our contact person on site (Leonardo: +39 335 765 4291). 2. The FULL refund of the €260 paid in excess on August 7, as the shipping costs for disadvantaged location were already included in the initial contract and fully paid on June 27. In the absence of immediate feedback, we will proceed through legal means for the termination of the contract for non-compliance and claim for damages.
