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Živilė from Kaunas, who received the gift coupon Pigu.lt, did not even think that it would significantly complicate everyday life. The woman could not use it to pay for the purchase in the electronic space and then recover the money.
Could not find the code to enter
“I received a gift voucher on my birthday. I decided to use it on June 13. However, when trying to order the selected product from the electronic store pigu.lt – steam iron, I couldn’t find where I could enter the code written on the voucher gift worth 40 euros, “recalled Živilė.
Faced with difficulties, the woman immediately called the phone number listed in the electronic store. The responding pigu.lt consultant tried to explain to Kaunas how everything should be done.
“I was connected to the e-shop system, so I explained to him that after doing everything they say, they send me to the bank to pay for the item. When I said that, the consultant did as he was told and noticed. So he suggested one solution: pay the full amount of the purchase, and when you receive an SMS with the order number, call the consultants at pigu.lt again and dictate the gift coupon code, “said the interlocutor.
Blink
After paying the total amount of 61 euros offered and receiving an SMS with the order number, Živilė said that he had called the representative of the electronic store and dictated his gift coupon code worth 40 euros. According to her, the consultant assured that the latter information will be transmitted to the employees responsible for pigu.lt, who will be responsible for returning 40 euros to the woman.
“When asked when I would get my money back, she said within three or four days. After hearing this, I checked to see if it meant I would get the item back first, and then the money would be refunded. The answer was ‘Yes.’ Steam has already been delivered to the post office and I can pick it up, but in the afternoon I received an email with the following text: “Hello, colleagues informed me of your call. We would like to inform you that for an order that has already been paid and delivered to the self-service terminal, the data, including discount codes, cannot be adjusted, “Živilė continued with the nuances of the unfavorable situation.
Finally, after calling, I asked directly: when will the money be transferred to my account.
Delayed time
After the last blink, Kaunas did not wait for anything and called the phone number indicated in the email received and asked to connect him with the representative of pigu.lt, who sent a letter with the aforementioned content. However, he was told that this was not possible and was offered simply to reply to the email he received.
“That’s what I did: I responded to the letter I received, asking me to urgently contact me and explain the situation. But I received no response from June 17 until now. I called pigu.lt consultants every day to ask about my situation. On the other side of the program I heard another consultant. It was true that one time he promised to send me a letter that he would have to sign, but when I didn’t receive it, I had to call again, and they told me that my order was waiting in line, and that he was sure to be with me. The responsible employee will contact me in two to three business days. Finally, after calling, I asked directly when the money will be transferred to my account. He said, “Tomorrow.” However, when I contacted to the pigu.lt consultants the next day, I heard the same thing, “Živilė did not hide.
The interlocutor added that, in addition, every time he contacted the representatives of pigu.lt, he was asked not only to say the order number of the product, but also to retell the problem. When the last nuances finally overwhelmed patience, the Kaunas resident hated e-store employees to listen to conversations with customers instead of asking the same question and transferring money to the account faster.
“Then they offered me to return the purchased item, and thus the money will be refunded and paid. I said that this option is not suitable for us because we are satisfied with the purchase. On the other hand, if there are so many problems now to recover the money, where not Is there a guarantee to withdraw the total amount? “Živilė considered it.
I received a document
To discover the problem faced by the woman due to the 40 euros not yet received, the value of the gift voucher that she could not activate, the journalists of “Kauno diena” addressed the representatives of pigu.lt by email on Tuesday by the morning.
Although we reacted promptly and promised to take an interest in the situation described and answer the questions, the answers were received only in the evening. However, as we were able to find out, during the time the responses were prepared for the journalists, the Kaunas resident finally received the long-promised agreement document, which had to be signed.
“I just sent the signed agreement. It says that the money must be returned within five business days at the latest. I don’t count today, because the working hours have ended. Therefore, Živilė hoped to transfer the money no later than 8 of July”.
Wrong mistake?
In a written response to the newspaper, Raimonda Strazdauskaitė, Head of Communication at the electronic store pigu.lt, confirmed that on June 13. Kaunas received a gift coupon code that was not applied accidentally, but due to systematic error.
According to the interlocutor, this is a relatively rare case and no other similar inquiries were received from customers that day.
“We are sorry that the issue has been resolved. We have sent the customer the required email transfer agreement. After the customer signs it and responds to our letter, we will transfer the amount specified in the coupon to the specified account. pigu.lt.
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