Reclamo N° 147841

Buongiorno, Scusate ma parlo un pessimo italiano, e le seguenti informazioni sono in inglese ... Ecco il mio problema con il negozio online di olico.it. Questo è un problema di non conformità con le leggi europee e italiane in caso di prodotto non conforme. Ho dovuto pagare una spesa di spedizione normalmente addebitata al commerciante. Grazie per aver letto la mia suite di e-mail a partire dal basso per comprendere tutti i miei tentativi infruttuosi di far rispettare i miei diritti. Il commerciante non ha mai risposto alla mia ultima email. Cordiali saluti, Bruno DEUTSCH ============================================= Dear Mr. Martino, I have just received your delivery of the new oil. I was again very disappointed to see no additional bottle as I suggested in my previous mail. You did not even bother to answer my previous mail… May I remind you that you personally admitted having misled me by marking the oil I ordered with a “NEW” sign on your website, which made me believe I would receive oil from the new harvest. By sending you back the 2017 oils, I incurred a 24.76€ transportation cost because you told me your “courier does not make the service of picking outside Italy”. I guess you would agree that this situation is particularly unfair to me, and if you read again our complete email thread you would understand this has been a very bad shopping experience for me… So, please tell me how you propose to compensate for the 24.76€ transportation cost. It is very important to me to know if I can still trust Olico.it with my business and also what should be my next actions. I also remind you that Italian and EU consumers’ protection regulations (cited in your Terms & Conditions) provide that the transportation cost for the returned products should be paid by the vendor in case of non conformity. Best regards, Bruno Deutsch De : Bruno DEUTSCH [mailto:[email protected]] Envoyé : jeudi 29 novembre 2018 11:52 À : 'Olico.it Oleoteca Eccellenza' Cc : 'Acquisti Olico.it' ; 'Nicola Martino MoreToTrade' Objet : RE: [Olico - Oleoteca d'Eccellenza] Message depuis le formulaire de contact [no_sync] Dear Mr. Martino, Are you expecting me to remain a happy customer after being misled on the very nature of the product and still pay for the consequences because the supplier would take no responsibility at all? About your courier’s picking service, I understand that would be a “technical” issue. What about the commercial solution? I suggest that if you let me pay for the return of the products, then you compensate by sending me back 7 instead of 6 bottles of the new oil. Would that be OK with you? Best regards, Bruno Deutsch De : Olico.it Oleoteca Eccellenza [mailto:[email protected]] Envoyé : jeudi 29 novembre 2018 09:58 À : 'Bruno DEUTSCH' Cc : 'Acquisti Olico.it' ; 'Nicola Martino MoreToTrade' Objet : R: [Olico - Oleoteca d'Eccellenza] Message depuis le formulaire de contact [no_sync] Dear Mr. Deutsch, our courier do not make the service of picking outside Italy. Bets regards, Lorenzo Martino Lo staff Olico.it MoreToTrade S.r.l. Centro commerciale Direzionale Galileo Via Norvegia 56 56021 Cascina - Pisa Tel. +39 050 710338 Web: www.olico.it E-mail: [email protected] Da: Bruno DEUTSCH [mailto:[email protected]] Inviato: mercoledì 28 novembre 2018 22:09 A: 'Olico.it Oleoteca Eccellenza' Cc: 'Acquisti Olico.it' ; 'Nicola Martino MoreToTrade' Oggetto: RE: [Olico - Oleoteca d'Eccellenza] Message depuis le formulaire de contact [no_sync] Dear Mr. Martino, Considering I was misled by the “NOUVEAU” label on the product description, I was expecting that you would send me your own carrier instead of proposing to let me pay for the return of the bottles. If you let me pay for the return of the bottles then my situation is not different than the sole application of a 14 days right of withdrawal… As you also proposed a €21.92 discount, I figured the alternative would be you paying for the return of the bottles, and no further discount. Could you please send me a prepaid transport label? Kind regards, Bruno Deutsch De : Olico.it Oleoteca Eccellenza [mailto:[email protected]] Envoyé : mercredi 28 novembre 2018 16:26 À : 'Bruno DEUTSCH' Cc : 'Acquisti Olico.it' ; 'Nicola Martino MoreToTrade' Objet : R: [Olico - Oleoteca d'Eccellenza] Message depuis le formulaire de contact [no_sync] Dear Mr.Deutsch, the address for return is : Moretotrade Srl Via Norvegia 56 56021 Cascina Pisa Tel. +39 050 710338 Bottles has to arrive not damaged and not opened. You have max 14 days to let us receiving products. After our checking we will send you new bottles as you wish. Best regards, Lorenzo Martino Lo staff Olico.it MoreToTrade S.r.l. Centro commerciale Direzionale Galileo Via Norvegia 56 56021 Cascina - Pisa Tel. +39 050 710338 Web: www.olico.it E-mail: [email protected] Da: Bruno DEUTSCH [mailto:[email protected]] Inviato: mercoledì 28 novembre 2018 14:01 A: 'Olico.it Oleoteca Eccellenza' Cc: 'Acquisti Olico.it' Oggetto: RE: [Olico - Oleoteca d'Eccellenza] Message depuis le formulaire de contact [no_sync] Dear Mr. Martino, Thanks for your reply. I would like to choose your solution 1 and receive 6 bottles of the new oil as I expected. Please send me instructions and/or the carrier documents for the return of the parcel I received. Kind regards, Bruno Deutsch De : Olico.it Oleoteca Eccellenza [mailto:[email protected]] Envoyé : mardi 27 novembre 2018 10:15 À : 'Bruno DEUTSCH' Cc : 'Acquisti Olico.it' Objet : R: [Olico - Oleoteca d'Eccellenza] Message depuis le formulaire de contact [no_sync] Dear Mr. Deutsch, I understand French but I prefer to write in English. Sorry if I reply to you just now but we had crazy days due to black Friday promo … In our web site we do not advertise New oil crop because it’s impossible to manage it. We try always to have fresh products keeping stock low at the end of October. Our system mark New all our products ( Oil , vinegar , honey … ) once we insert them as the first time ( for a period of 30 days ) and once we re-assorted them from Zero stock ( for a period of 3 days ) I understand that you misunderstand the message “ NOUVEAU “ and with our web designer from now on we kick out this function on the re-assortment message. We did not want to confuse you but we understand the unpleasant situation and we want to try to help you with 2 solutions: 1) -You send back the 6 bottles and once we have the new oil ( I think max 10 days ) we will send new products to you 2) -We make a special discount of 20 % on your last order to be used for next purchase ( validity 1 year ) Value is 21,92 € ( more than 1 bottle free ) CODE BRUNO2192 The second option is the one that will not make courier rich but of course it’s your decision. I hope you understand us and we apologize for the inconvenient. Best regards, Lorenzo Martino Lo staff Olico.it MoreToTrade S.r.l. Centro commerciale Direzionale Galileo Via Norvegia 56 56021 Cascina - Pisa Tel. +39 050 710338 Web: www.olico.it E-mail: [email protected] Da: [email protected] [mailto:[email protected]] Per conto di Bruno DEUTSCH Inviato: lunedì 26 novembre 2018 22:43 A: Servizio clienti Oggetto: [Olico - Oleoteca d'Eccellenza] Message depuis le formulaire de contact [no_sync] MESSAGE DE LA PART D'UN CLIENT DE OLICO - OLEOTECA D'ECCELLENZA Adresse e-mail du client : [email protected] Message du client : Hello, I send again my previous message sent to [email protected] on november 21st because it has been almost one week and I did not receive any answer from you. It was sent in french because which I thought you could understand as your website is multinlingual. Please advise if you need me to translate it to english. Again my message sent on november 21st : Bonjour, Je viens de recevoir ma commande, et je suis très surpris et déçu d’avoir reçu des bouteilles d’huile de la récolte 2017/2018 et non de la dernière récolte 2018/2019 alors que lors de ma commande, l’article était signalé comme « NOUVEAU ». J’ai vérifié l’ensemble des 6 bouteilles reçues qui sont toutes de la récolte 2017/2018 avec une date conseillée au 31/10/2019 alors que les bouteilles 2017 que je vous avais commandées précédemment avaient une date conseillée au 31/03/2020. J’en déduis que les bouteilles que vous m’avez livrées aujourd’hui sont issues d’un lot encore plus ancien que le lot que j’ai reçu il y a un an, lorsque j’ai fait ma toute première commande chez vous par l’intermédiaire d’Amazon ! Je vous joins une photo de l’étiquette pour que vous puissiez bien identifier le lot que j’ai reçu. Cela me contrarie beaucoup parce que j’avais attendu tout spécialement avant de passer ma commande que nous ayons dépassé les dates de récolte pour la Primo de Frantoi Cutrera afin d’être certain d’avoir un produit le plus frais possible et que je pouvais le commander en quantité. Je vous remercie de revenir vers moi et de m’indiquer comment vous voulez procéder pour reprendre ces articles de l’année précédente et me livrer des huiles 2018/2019 comme attendues. Merci d’avance. Bien cordialement, Bruno Deutsch Commande # : GGACXQUQB Pièce jointe : - Olico - Oleoteca d'Eccellenza réalisé avec PrestaShop™