The expectant mother thought that she would be able to look forward not only to the arrival of her baby, but also to the clothes for him. At the beginning of August, she bought the goods on the coolisek.cz e-shop. She paid for it in advance, but nothing had come yet. And as it looks, they probably won’t even arrive.
But after more than two weeks of vain waiting, Mrs. Ivana ran out of patience. Therefore, she decided to contact the TN.cz newsroom.
“I ordered the goods and chose the method of payment by card in advance to the account. Then I received a classic e-mail, as usual from other e-shops, that the order was accepted and now I am waiting for payment from me. paid, but nothing has happened since then, “Mrs. Ivana described.
“There was no communication with the lady from the e-shop. It is in the waiting phase, but probably useless. I contacted the lady several times by e-mail and phone. But she has it turned off,” my mother added.
We also tried to connect with the owner of the e-shop in the TN.cz newsroom. But none of the attempts worked. The e-mail address listed on the e-shop website does not work and the phone number remains off.
“Currently, the online store coolisek.cz is not inspected and the Czech Trade Inspection Authority does not record any submissions,” said Jiří Fröhlich, a spokesman for the Czech Trade Inspection Authority (CTIA). In the past, however, the CTIA had an e-shop under its microscope several times.
According to Fröhlich, the CTIA took an e-shop for the first time in November 2016, while in December of the same year it fined him 20,000 crowns. Since then, the CTIA has carried out two more inspections. However, she did not notice any violations of the law.
“In the case of this trade, we have not registered any consumer incentives for several years,” Fröhlich added. So how should people who are like Mrs. Ivana proceed?
“If you do not receive prepaid goods, you have the option to withdraw from the purchase contract. This is within 14 days without giving a reason. The period runs from delivery. contact the CTIA, which may initiate an inspection at the seller’s initiative, “Fröhlich explained.
According to Fröhlich, these steps should also be taken by people who have paid for the goods in advance. “If the goods do not arrive, it is necessary to contact the seller to withdraw from the purchase contract and demand a refund. If the entrepreneur does not communicate at all, it is possible to turn to out-of-court settlement of consumer disputes at the CTIA, which is free and can be done electronically. “said an inspection spokesman.
If you paid for the goods with a card, luck may eventually smile at you. “You can use an interbank tool called a chargeback. It allows you to withdraw the amount back from the entrepreneur’s bank. The customer is not legally entitled to it, but the experience of the European Consumer Center shows that banks usually do this for their clients voluntarily, especially in case of non-delivery. they will even make an exception for the delivery of completely different goods than ordered, “Fröhlich advised.
So it’s worth a try. However, the CTIA spokesman added that you must be well prepared: “It is good to supplement the request with relevant documents, such as a copy of the communication with the seller.”
But you should be patient with patience anyway. “The CTIA has no legal tool to force the seller to send the correct or ordered product. The CTIA cannot investigate whether the consumer sent money, to whom and for what, what actually arrived or not. It cannot even verify whether and the customer fell victim to fraud. therefore it is necessary to defend oneself in court, “Fröhlich pointed out.
The CTIA spokesman also recommends informing the police. “The CTIA has no competence for the crimes of fraud or unjust enrichment,” Fröhlich added.
– .
