What can I do with a complaint if I don't get past the operator?

Questioner

Because the lock of our back door was broken, we had it repaired by a locksmith. We found this locksmith on the internet. Because of the many branches throughout the Netherlands and the certificates shown on the site, we thought we had found a reliable locksmith. The technician who came to our house was very friendly and offered to do the job without a receipt. We now acknowledge that this was a mistake on our part, but it saved us a lot of money. After the technician left, we discovered that the installed cylinder lock was slightly too small, causing a hole to appear on the outside of the door. When we called the locksmith about this, they of course asked for an invoice number. Because of the deal with the technician, we do not have one. The operator could no longer do anything for us, she said. We were not in their system, so no service from their side. A technician from the locksmith would never work without a receipt, according to her, so according to her reasoning it was not a locksmith from their company. When I told her that this was not possible because the technician had come through her after the telephone appointment and was also wearing a shirt with the company logo, the conversation became a bit less friendly. In response to the above, I filed a complaint via their contact form on the site. I did not receive a response. I then searched the internet for a head office. I did not find one. I called the locksmith again, but they told me they did not have a head office. The operator also did not have a manager. It's all very strange. With so many branches there must be some kind of coordination I think. I know it wasn't very smart of us to pay without a receipt, but that doesn't mean we want to be treated this way. My question to you is what I can do about this. Now I can only argue with a telephone operator who does not want to help me any further. The only thing I want is a good lock in my door.....nothing more and nothing less. Yours sincerely,

Lawyer

Maybe you still know a name, but it's getting tricky now. Do you also have the idea that you paid too much? Usually, what appears first after a search for plumbers and locksmiths, is not entirely accurate.