I ordered 3 items. Then I kept looking the site and I spotted two more items I wanted. But i did not want to pay expedition twice. So I tried to reopen my order. No way. Then I tried to cancel my order: there is non concept of cancelling an order after you have clicked the mouse. No way. Even Amazon (and they are no NGO at all) allow you to cancel an order in a reasonable time after ordering.
Then I calle the customer Service and I spoke with a kind lady (when you call you are asked whether english or dutch but if you select English the call gets immediately terminated; so I discovered I had to select Dutch and then speak english). She was also unable to cancel my order. It seems that once we have posted an order Van Gogh is afraid to loose the opportunity so does not allow you to step back and keeps the order tight in its hands.
The lady told that there was no problem and I only had to fill the contact form and somebody would take immediately care.
I filled it, waited and a nice message came saying "your order has been shipped".
I protested and somebody wrote me Van Gogh museum will accept a new order without charging the expenses (wich you will probably pay anyway).
Improvements or suggestions
The consultant that developed the on line commerce site for you did not do a nice job. I lost my patience, you will loose money with the second shipment. Since now I feel uneasy with you i will no more order from you, that means that you loose more opportunity, so every body is unhappy. It was not a good job.
My suggestion is that you revamp your site including the actual practices of the on line commerce.
Reply Van Gogh Museum Shop:
Dear Allessandro,
Thank you for your feedback. We're sorry to hear that you wanted to add items to your order and it wasn't possible anymore. As we wrote earlier in a our e-mail to you, our offer still stands, please just send us an e-mail so we can help you further.
Kind regards,
Van Gogh Museum Shop