Mondo Convenienza fined by the Antitrust for defective furniture

When the competition sheriffs they inspected Mondo Convenienzaor rather the Srl owner of the brand Iris Furniturefound an internal document from which a “substantial” number of “non-delivered deliveries” emerged, on average 13% of the total orders received during 2023. In practice, customers found themselves at home defective products or products different from those expected.

162 received a classic wall unit while expecting a dish drainer, and vice versa. More than seven hundred of those who had bought bedrooms and bedrooms discovered that the plans they received were not compatible with the wardrobes.

Another clue found: the many products returned to the warehouse due to non-compliant delivery. A company email revealed that “for the living room category, on average around 25% of the products are back in stock”. One piece of data gives an idea of ​​the amount of problems: in the period January-September 2023, Mondo Convenienza received approximately 600,000 requests for assistance of which more than half (350 thousand) for “product assistance” for its integrity and functionality.

These are just some of the examples that the Competition and Market Authority notes in the provision with which it fined Iris Mobili 3.2 million euros. Significant figure and due to the “illicit conduct during the delivery and assembly phases of the furniture and furnishings” found.

The Agcm was moved by reports from associations – Altroconsumo, CODES, U.di.Con. Adiconsum – but also “hundreds of consumer reports” arriving since February 2023. The Antitrust has ascertained a series of practices contrary to the Consumer Code. Once incorrect, defective or missing parts have been received, consumers are in for a hell of a time even in terms of after-sales services.

“Although we are aware of the high number of deliveries of products that are incomplete and do not correspond to the orders or are not in perfect conditions of use, the company has not adopted suitable behaviors to resolve these problemsthus violating the obligation of professional diligence provided for by the Consumer Code”, writes the Agcm.

“Furthermore, has hindered the rights of consumers by providing limited deadlines for complaints and limitations on the right to obtain the replacement of the products themselves or the refund of the amount paid. In this way, Mondo Convenienza has considerably limited consumers’ freedom of choice.”

The Antitrust indicates that these infringements “concern an important phase of the consumer relationship, i.e. the exact execution of the sales contract; in particular the complete and correct delivery of the purchased good, the provision of the after-sales assistance service, the reimbursement in case of withdrawal and the provision of compensatory measures for the inconveniences suffered by consumers”.

Following the sanction, the company communicates: “Mondo Convenienza takes note of the sanction that was imposed by the Competition and Market Authority despite having provided, with great commitment and a spirit of collaboration, all the elements necessary to demonstrate the correctness of one’s actions. The Group reiterates that it has already adopted further measures aimed at guaranteeing even higher quality services and satisfying customer requests, in line with the principles of loyalty and transparency that have always inspired the activity”.