Kesko Senukams Digital receives fine for consumer violations

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The State Service for the Protection of Consumer Rights (SCRPA) paid that the company violated the provisions of the Civil Code and the Consumer Rights Protection Law, did not respond to consumer complaints, did not deliver the requested goods to some from buyers or did not return the money received or received on time.

VVTAT received 33 requests from consumers regarding products ordered from the UAB Kesko Senukai Digital online store and we did not meet our obligations.

Not only did the company fail to deliver the products requested by the consumer, but the one-time Danish order cancellation failed to respond to claims on time, on condition and on time, SCRPA says.

When evaluating the circumstances of the investigation, the SCRPA commission paid that the entrepreneur, unlike the consumer, must be considered a professional, and therefore is subject to increased diligence and diligence requirements. In fulfilling its obligations, the merchant must evaluate the circumstances that may affect the consumer’s order for the delivery of the goods and the fulfillment of other obligations, act honestly and in accordance with the instructions of the law or the contract.

After assessing the circumstances established during the investigation, a fine of 2,750 euros was imposed on Kesko Senukai Digital for failure to comply with the requirements specified in a separate article of the Consumer Rights Protection Law and the Civil Code.

The SCRPA decision may be appealed to a court within 30 calendar days from the date of adoption of the resolution in accordance with the procedure established by the Administrative Procedures Act.

SCRPA reminds that the seller or service provider must respond to the consumer’s claim within 14 days, reimbursing the full amount paid within the same period if the consumer decides to terminate the distance contract.

Paulius Palinauskas, Kesko Senukai’s Deputy Digital Director of Commerce, explains the situation by the fact that the number of orders on online trading platforms has increased several times since the end of the ban on trading in physical stores.

At the same time, the COVID-19 pandemic disrupted the smooth running of freight logistics around the world. In order to ensure fast and smooth delivery of products to customers, we change logistics and delivery partners, and the customer service center will receive significantly more customers, try to solve them as quickly as possible, he says P. Palinauskas.

It estimates that consumer complaints received by SCRPA represented 0.02% of the total number of orders for that period.

We have analyzed in detail the complaints of the users received, the reason for the errors has been produced so that they do not happen again in the future. We apologize for the inconvenience experienced by our customers and we do everything possible and improve our internal processes to ensure that our emails. It is possible to return products purchased in stores quickly, easily and comfortably, says P. Palinauskas

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