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After examining Marius’s complaint (name change), the SCRPA found that the advertising spread by Lidl Lietuva may have had signs of misleading advertising.
For her part, Lina Skersytė, a public relations representative for Lidl Lietuva, said she rarely encounters situations where buyers ask to cheat on the warranty application.
The plastic part has failed
When contacting Delfi, Marius provided a photo of the razor box showing a 3-year warranty and a promotional post from Lidl also highlighting the 3-year warranty.
Only the razor instructions state that the warranty does not cover shipping defects, wearing parts, or damage to broken parts such as switches or batteries.
As the buyer explained, the part of the body where the blade unit is inserted has broken on his razor.
“The head is bent with a hinge to clean the blade unit. Over time, the plastic edges wear out and no longer hold the shaft after opening, so the blade head won’t close and the knife can’t be used, ”he said.
Marius had also contacted razor manufacturer Hoyer Handel, who advised him to purchase a new part from their online store. The price of a new shaving head is 15.99 euros.
However, the interlocutor stated that the merchandise was not in the store when he needed it.
The 3-year warranty on the product was advertised everywhere in Lidl’s advertising publication, in the advertisement on the supermarket wall, on the razor box. There were no “stars”, information in lower case, since manufacturers and traders like to provide information that is not very useful to them, “the man emphasized.
Also, I was outraged that I had to unpack the item at the store to find out about the 1-month warranty on wearing parts.
“I had to unpack the product packaged with adhesive tape in the supermarket, remove the 140 pages of instructions and read it on page 105. And the seller believes that the buyer is properly informed about the product, although the Civil Code establishes that it is the duty of the merchant provide the consumer with the necessary, correct and non-misleading information in a clear and understandable way, ”he said.
Lidl Store
Gave advice
Dalia Malinauskienė, Head of the Department of International and Public Relations of SCRPA, presented a comment indicating that according to the requirements of the laws in force in Lithuania, the seller guarantees the quality of the items in all cases (guarantee in accordance with the law ).
“The Civil Code establishes a guarantee for two types of articles: a legal guarantee, which is valid for 2 years from the date of purchase of the merchandise, and a contractual or commercial guarantee (of quality), which is considered a guarantee additional. provided by the seller.
Product information must be clear, complete and not mislead consumers. In this particular case, the investigation of the Marius consumer complaint evaluated the information provided about the product in light of the advertising requirements.
After evaluating the evidence provided by the consumer, as well as the vendor’s explanations, the SCRPA determined that said advertisement published by Lidl Lietuva could have indications of misleading advertising, “he said.
It is explained that such a conclusion can be reached in view of the fact that Lidl Lietuva has announced such a device, which indicates that the device has a 3-year warranty, but other SCRATs, in SCRPA’s opinion, important conditions, such as that the warranty does not apply quickly, wearing parts, the company did not indicate this in the advertisement, and the consumer could become familiar with such conditions only after reading the instructions for use of the product.
“It should be noted that the guarantee of the offered product, its validity and other guarantee conditions affect the consumer’s decision to buy or not to buy a certain product, therefore, Lidl Lietuva, as a diligent commercial entity, must ensure that consumers receive fair information and substantial information information about the guarantees of products offered. Therefore, to avoid possible misleading to consumers, the SCRPA informed Lidl Lietuva that, in the opinion of the Service, providing consumers with incorrect information about the guarantee applicable to the product does not comply with the provisions of the Advertising Law and recommended to ensure that correct and accurate information is provided to consumers.to purchase the product covered by the warranty and offers to indicate other applicable important conditions of the warranty when broadcasting advertising with content Similary.
Following the recommendations provided by the SCRPA, the company stated that it intends to ensure that consumers receive correct and accurate information on the availability of the product covered by the warranty, and intends to specify other applicable conditions relevant to the warranty when advertise with like. contents. The SCRPA has not received complaints from other consumers about the incorrect presentation of information about the warranty applied to the products in the advertising spread by Lidl Lietuva.
The consumer informed SCRPA that he was withdrawing his claim for redress against the seller free of charge and the out-of-court dispute resolution procedure was terminated.
In this situation, SCRPA always draws the attention of sellers to the fact that the information provided about the product (advertising in a publication, brochure, information on the packaging, etc.) is clear, complete and correct, because the Essential characteristics of the product, as well as its price, are the most important factors. The consumer’s decision to buy the product. At the same time, before buying, consumers should be careful and familiarize themselves with all the information provided, take the opportunity to inspect the product, familiarize themselves with its instructions ”, the comment reads.
Offer spare parts
L. Skersytė, representative of Lidl Lietuva, said that even in cases like Marius’s, they always try to resolve the situation in favor of the buyer, based on the factual circumstances.
“Most electrical items sold in Lidl stores have a 3-year warranty, and some parts may sometimes have a shorter warranty.
For example, a shorter warranty applies to wear parts for household appliances. Typically, stores offer sample products to familiarize the customer with the content and instructions of the product. The instructions contain all the information about the warranty conditions. In the store, the buyer can not only inspect the product on the spot and decide to buy, but also ask for help from the store staff to provide information, “he said.
L. Skersytė also said that sometimes you can find spare parts (wearing parts) in Lidl Lietuva stores, for example, device batteries or other accessories for devices and equipment.
“For the purchase of spare parts, customers can also contact the representatives of the warranty service, which are specified in the operating instructions, but in each case the coordination must be done individually with the representatives of the warranty service. Instructions may indicate that some parts are also available by email. stores, ”he said.
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