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We ordered an American-style fridge for nearly 47,000 CZK. Given that it weighed around 160 kg, we paid extra for a delivery service that brought it right to our flat, as we were unable to carry it ourselves for health reasons.
When I placed the order, nobody asked whether it was a block of flats, how many floors there were, or whether there was a lift. I have chosen delivery on Thursday between 8:00 and 14:00. However, the drivers didn’t arrive until around 3 pm, so I don’t understand why the customer would even choose a time slot if the carrier isn’t going to stick to it.
Upon arrival, two staff members realised that the fridge would have to be carried up to the second floor without a lift. However, they didn’t have any moving straps either and refused to carry the fridge out. I don’t understand how a company can send two people without the basic equipment to deliver a 160kg fridge, especially when the customer has paid for delivery to their flat.
This was followed by a call to the Alza helpline. The operator first assured me that everything would be sorted out and advised me to accept the parcel and pay for it. A few minutes later, however, I found out that Alza was unable to resolve the situation and would not be delivering the fridge to the flat. No one was able to answer my questions about who would be liable for any damage to a fridge left in the communal areas of the building, or what I should do in such a situation.
In the end, I refused to accept delivery and demanded that the goods be collected immediately. I was told that the collection won’t take place for a few days. I find that completely unacceptable – I certainly didn’t want a fridge costing nearly 50,000 crowns left standing in the hallway of the block of flats for several days.
In the end, it was the staff at the Alza branch in Karlovy Vary – Sokolovská who saved the day. They were professional, helpful and really did their best to resolve the issue. Thanks to them, the collection was eventually scheduled for the following day. In the meantime, I had to hire a removal firm at my own expense, who carried the fridge into the flat in a matter of minutes without any problems.
I received 699 CZK as ‘compensation’. In reality, however, it wasn’t compensation at all, just a refund for a service that AlzaExpres was unable to provide.
A big round of applause for the Alza branch in Karlovy Vary – Sokolovská. On the contrary, I’ve had a very bad experience with AlzaExpres. I paid for a service that wasn’t provided, wasted my time, had to organise the move myself, and nobody was able to offer me a suitable solution. Unfortunately, it was a very negative experience for me.
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Erik, Praha
Rated 18/11/2025, variant LG GSXE90EVAD
Verified purchase - review from a price comparison website
I researched the model for weeks. I chose it because it was supposed to NOT require a water connection. When it was delivered, it was obviously that it does. Is that my fault? Maybe. But, now I'm stuck with a refrigerator with no Ice or Water. That was the main reason I bought it.
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