Very annoying to hear of course and we will do everything we can to solve this complaint for you as well as possible.
We recommend that you first make complaints known to us by emailing firstname.lastname@example.org If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur. From 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere, you are free to file your complaint via the European Union platform.