One pair of shoes ordered, two pairs of sunglasses delivered
Chances are you order shoes online from time to time. But what if instead of the shoes you ordered, you get two pairs of sunglasses? Sounds unlikely. But we regularly receive complaints about this. A mistake by the online shop? Or is it a scam?
A good deal?
The consumer searches for shoes online and lands on the shoe retailer's website. Branded shoes for a competitive price. The consumer thinks he has scored a good deal and orders the shoes. Upon delivery, this deal turns out to be a deception when the consumer receives a package with two pairs of fake brand sunglasses instead of the hotly anticipated branded shoes.
No European online shop
Several online shops operate like this. The websites often have the '.de' extension. This makes consumers think that they are dealing with a German online retailer. The general terms and conditions show that the seller is often not based in Germany, but in the United States or China.
No delivery of shoes or refund possible
After receiving the wrong goods, the consumer contacts the seller. The seller apologises, claiming there must have been a mistake with the shipping. He then offers a partial refund, anywhere between 20% and 50%. A full refund is not possible. After all, the consumer received two pairs of sunglasses, according to the seller.
These are your rights!
When you order a pair of new shoes, you may of course assume that you will receive the correct shoes. Did you receive a product that is not what you ordered? You may request the seller to send you the correct items. If the seller refuses to deliver the correct items, you are entitled to a full refund. Does the seller ask you to return the wrong items? Then the seller must pay the shipping costs.
Sample letter: product delivered is different than product ordered
Did you ask the vendor to deliver the correct order? Or else give you a refund? And you can't work it out together? Then use the ECC sample letter: Delivery of wrong product to give the seller one more chance to offer a solution. You can download this letter in two languages (Dutch or English). Free of charge!
Disputing credit card payment
Did you pay by credit card? Then contact your credit card company to dispute the payment. If the company considers your dispute to be justified, the amount of the transaction will be credited to your credit card account.
Report it to ACM ConsuWijzer
Does the seller fail to offer a suitable solution? Then this entrepreneur is not in compliance with the rules. Report this non-compliance to ACM ConsuWijzer (website is in Dutch)! If several consumers report this, the Consumer and Market Authority may decide to investigate the seller. The aim: finding a solution to what is going wrong.
Any questions? Ask us!
Do you have a dispute with a foreign seller, established in another EU country, Norway, Iceland or the United Kingdom? Or do you have a question about where the seller is located? Then use the online form to contact our lawyers for free legal assistance.