10 August 2011
The Finnish Consumer Agency and Consumer Advisory Service have been contacted many times regarding two online retailers – Elektroni.fi and Sadkitten.com.
Customers of electronics retailer Elektroni.fi and clothing retailer Sadkitten.com have not received orders that they had already paid for within the promised delivery time. The companies have also failed to answer customers’ telephone calls or e-mails.
Although the delays in delivery have led some customers to demand cancellation of their orders, Elektroni.fi and Sadkitten.com have not refunded the customers’ money
The Finnish Consumer Agency/Consumer Ombudsman has requested a written report from each company concerning how they intend to correct their actions and improve customer service. The agency has also asked Sadkitten.com to change its terms of delivery, which in part conflict with the Consumer Protection Act.
Neither company has provided the Finnish Consumer Agency with a report by the deadline nor have the companies reacted to a reminder sent by the agency.
Customers who have paid for their order by credit card can contact their credit card company and ask for a refund of their money. Those who have paid for their purchases by invoice or via online banking should contact the police.
When placing an online order, consumers should pay attention to the terms of payment offered by the online retailer. The consumer always takes the risk that they may not get their money back when paying in advance by invoice or via online banking.
It is possible to make enquiries regarding the reputation of an online retailer by asking for other people’s experiences through internet discussion boards. If they wish, consumers have the option of using chargeable services provided by different credit information companies to order a credit report containing information on any defaults on the part of the company in question.