Jason ming yan
07 Agosto 2022
Complaint Against Boxeur Des Rues - Defective Product
I am a foreign traveller who has been to Italy in June 2022.
On 7th June, 2022, I purchased a duffle bag from a Boxeur Des Rues store in the departure area of Bergamo Airport. I started to use the bag on 18th June, 2022 when I arrived my home country. As soon as I used the bag, the zipper separated. This defect is caused by a defect in the zipper chain. The defect is obvious and substantial, and in breach of Article 1490 of the Italian Civil Code (defects that render the goods unsuitable for intended purpose).
On the same day, I sent emails to the customer services of Boxeur Des Rues, with photos attached, explaining the situation and requesting a full refund. In the ensuing replies, the company first suggested that I could replace the item in the shop where the product was bought. I replied that it is not reasonably possible as I am in my home country already and restated my request for refund. The company then replied that they only deal with online purchases and provided me with a link of their stores and suggested that I contact the store directly. However, the link does not include any phone number or email of the store.
In the replies to my refund request by the customer services, they first suggested an infeasible solution. After knowing that I insisted on a request refund, and having dealt with my complaint midway, it was at that time that they claimed that their services only deal with online purchases. I would suggest that their claim is questionable, as if their services only deals with online purchases as they claim, they would not have dealt with my complaint about my purchase in Bergamo Airport in the first place. I suggest this reply is to avoid dealing with the refund request. In their replies, they did not address my repeated request for refund. I suggest, when their replies are taken as a whole, shows that they are evasive. Since: 1. They are liable under the law for the defective product. 2. They were unable to provide reasonable damages/remuneration within reasonable time. 3. Their response were evasive of their liablility to the eyes of a reasonable person, I hereby file this complaint concerning this transaction between myself, and Boxeur Des Rues.
