No dia 27/11/2020 (black-friday) procedi na página da internet www.furla.com/pt/pt à encomenda de duas malas da marca FURLA, com desconto de 50%. A encomenda foi paga e confirmada pelos serviços da FURLA.
No dia 10/12/2020 recebi via UPS a encomenda e verifico que uma das malas não corresponde ao modelo que havia encomendado. Nesse mesmo dia envio e-mail para os serviços de apoio ao consumidor da FURLA (cs.onlinestore@furla.com), expondo a situação, como segue:
"I have received today by UPS carrier my order with reference: SFCEU0196734.
One of the bags received – Furla 1927 OPERA is according what I have ordered.
The other bag received Furla 1927 S TOP HANDLE do not corresponds to the bag I have ordered. Is smaller with 25.0 x 20.0 x 10.0 cm (w x h x d). The bag I ordered, despite similar design, shall have 35.0 x 32.0 x10.0 cm. This bag has your ref: BAXOACO_SLL000_1007_O6000. Price 420,00€ (black-Friday 210,00€)".
Solicitei então indicação de procedimento para correção do erro de modo a devolver a mala não conforme e que me enviassem a mala efetivamente encomendada.
Recebi em 12/12/2020 por email a indicação de que a FURLA não faria a troca, somente devolveriam o valor pago pela mesma.
"Since the product that you have received does not fulfill your expectations we would like to advise you to place a return request on our website ... for a full refund." "As a sign of our apology please accept this 15% discount code (non-accumulative) on your next purchase. The discount code: xxxx....". "Unfortunately we cannot offer an exchange as they are not part of our policies".
No dia 13/12/2020 enviei novo email à FURLA solicitando:
"... My order SFCEU0196734 was placed and paid in your online shop www.furla.com/pt/pt in the Black-Friday day, with a 50% discount. Total cost of € 210,00.
FURLA proposes me that “cannot offer an exchange as they are not part of our policies” and offer me a “15% discount code (non-accumulative) on your next purchase”. This means that FURLA propose that I accept a refund of the amount of € 210,00 and purchase the same bag I bought in the Black-Friday for € 210,00 (€ 420,00 with a 50% discount), now by the amount of € 420.00 with a 15% discount, equivalent to € 357,00.
Please understand that I couldn’t consider the above referred as a fair proposal and less acceptable from a well notorious brand like FURLA. I do not aim to get from FURLA a refund or an exchange. In fact, I just ask FURLA to act in accordance with the terms of the accepted order, by sending me the bag ... for which I have paid for. And, obviously, I’m going to return to you the bag that, due to a FURLA online services mistake, was wrongly sent to me. Then, I ask you please to review FURLA position, sending me the right bag, which I prefer, or offering the same Black-Friday conditions for purchasing again the bag...".
Em 14/12/2020 recebo email da FURLA informando:
"In regards to your request we regret to confirm you that unfortunately we cannot oblige to your request, the only accommodation we can offer is the refund along with the promise that this will not be repeated again".
Em 14/12/2020 procedi à devolução da mala em questão e reiterei a minha opinião que considerava injusta a posição da FURLA e informei que iria proceder à presente queixa.
Data de ocorrência: 14 de dezembro 2020
Para deixar o seu comentário tem de iniciar sessão.