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Kristina (real name and surname known to the editorial board) complained on the tv3.lt portal that only two of the 4 items ordered in the Senukai electronic store were received.
“January 23 I ordered four items at the Senukai store. The total value of the purchase is 41.61 euros. I paid everything immediately with a bank card. I soon received confirmation from the store that the order was accepted and it will arrive within 3 to 7 days.
January 25 I received an invoice sent by Senukai with my products and a message that the shipment is already waiting for me at the post office. Upon picking up the shipment, I was a bit surprised because it was 4 times lighter than it should have been. But the biggest disappointment awaited after the shipment was unpacked. Instead of four purchased items, I received only two, and one of them, a bottle, which I ordered in blue, as a gift for a friend, I received a pink one ”, Kristina was angry.
He immediately checked his bank account and saw that the store had deducted the full amount of the four items and had not reimbursed the money for the undelivered items.
“I wrote them a letter asking for a refund. Finally, I called the service center and told them what situation I was in. The clerk explained that he had broken down the order. But why didn’t anyone warn me before doing that?
And on January 26, I also received a letter from Senukai informing me that they had delivered the goods to me, but knowledge of the other two goods, not even with a light, ”Kristina complained.
According to her, after calling the store advisor, she only thought that the remaining products would arrive at Kristina in February.
“But I ordered the products only to have them arrive in February, because I bought a gift for a loved one. And finally, I asked the consultant about a different color item, can I change it from pink to blue? He told me to take a photo of the shipment, the item, the photos and the described situation to send them an e-mail, and then they will process my request within 14 business days.
14 business days to change the product? Why didn’t they warn me not only about split shipping, but also not having blue products anymore? After all, I really wouldn’t have bought pink, canceled the order, and bought the products elsewhere. This commercial attitude towards the customer was very disappointing, especially now that many products can only be bought online due to the quarantine, ”said the indignant girl.
Are the orders itemized for the customer’s convenience?
Kesko Senukai Digital, the company that manages the Senukai online store, sent a comment indicating that it is trying to deliver the merchandise as soon as possible, so it sends the buyer what it has at that moment, it has to wait for other merchandise.
“Understanding the desire of our customers to receive the ordered products as soon as possible, in some cases we split the orders and ship the products ready for shipment immediately, the rest – as soon as they are ready to ship. Customers are informed by email that the order can be delivered in several shipments Additional charges for delivery by installments do not apply to the customer.
And in the case of the colors of the products, if the description of the products sold indicates that the products are of different colors and the images of the products are given in different colors, then the color of the products is chosen at random. If the customer wants to return the product received and recover the money paid for him, we always ensure that opportunity “, – said in the comment.
The seller must indicate what goods the buyer will receive.
Commenting on this situation, the State Service for the Protection of Consumer Rights (SCRPA) had a different opinion, noting that the seller must provide the consumer with the necessary, correct and complete information about the goods sold in a clear and understandable way. The seller must also indicate to the buyer the characteristics of the merchandise, the price, the terms of payment, delivery, etc. The seller who has failed or has improperly fulfilled the obligation to provide information to the consumer must indemnify the consumer for losses incurred as a result.
“When the sales contract provides that the seller must deliver items of a particular type, model, size, color or other characteristics, the seller must transfer items that correspond to a range agreed between the parties.
In addition, the legal consequences of the violation of the assortment clause are provided: when the seller transfers to the buyer items that do not correspond to the assortment provided in the sales contract, the buyer has the right to refuse to accept and pay for them. . And if it has already been paid, you can demand a refund of the price paid, unless the contract provides otherwise, ”SCRPA said in a comment.
Under the SCRPA, a buyer who believes his rights or interests have been violated must first contact the seller in writing and state their claim. The seller must examine the buyer’s request free of charge and provide a detailed and reasoned written response within 14 days. If the buyer does not agree, they can contact SCRPA.
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