Dropshipping: Many complaints about webshop Puck Amsterdam – Checkout
yesterday
•
reading time 4 minutes
•
434 views
•
keep
The complaints about the webshop Puck Amsterdam are on the internet. On websites like trust pilot and Complaint Compass many hundreds of people have shared their experiences about the working method of this webshop, and these are considered in nature. And more than 150 customers have reported on Facebook in a group for victims. What is going on? Cashier finds out.
Customers order clothes and shoes from an interior product at this Dutch web store, but after some time they receive their order from an unknown supplier from China. Up to nothing.
But when they want to return the product, for example because the quality of the product does not resemble the photos on the website, it turns out that the product must also be returned to China. And the customer has to pay for that!
In the context of these sky-high shipping costs. In fact, the shipping costs are sometimes as high as the original purchase price. On closer inspection, it also appears that products can be found for an underlying price. Indeed: we are dealing with a dropshipper here.
Dropshipping
The construction that Puck Amsterdam uses is therefore called ‘dropshipping’. A Dutch webshop offers products for sale, but does not have them in stock and then orders them elsewhere. The customer therefore receives the product directly from a manufacturer.
The execution is always a lot longer than when you order something within the Netherlands. And in the case of Puck Amsterdam, it often became clear to customers that the product they had ordered had to come from China.
Klarna
Some of the duped customers have chosen Klarna’s payment method at checkout, where you can pay afterwards. This is where the same problem comes into play when the customer wants to return the product to Puck Amsterdam.
The general terms and conditions of the webshop state that it concerns an address in China, and the return costs are therefore for the customer. Customers who are here, but still can’t get through to being asked by Klarna to pay for the order, seem to be stranded.
When Kassa contacts Klarna leaves a message that the company is already aware of the complaints about Puck Amsterdam. It is also indicated that Klarna has achieved action here. The collaboration with Puck Amsterdam has ended.
“Klarna applies strict requirements and criteria for retailers we work with. This is to ensure that they experience a good shopping experience when using Klarna. We continuously monitor the follow-up of these guidelines to our partners and immediately implement in contact if there are cases that partners not fully comply. This case has happened. We have taken care of automatic monitoring and notifications from consumers by mid-July 2022,” says Klarna.
You can read Klarna’s full response below (.pdf)
Has Puck Amsterdam solved the problems?
After Kassa contacts Puck Amsterdam, a number of customers receive their total purchase amount refunded to their account. Others are still waiting for their complaint to be resolved.
Puck Amsterdam informs Kassa: “We want nothing more than satisfied customers. That is why we are already actively refunding the customers who feel duped: it will take a few days before these complaints are resolved. possible.
You can read the full reaction of Puck Amsterdam below (.pdf)
Also reports to the Netherlands Authority for Consumers & Markets
In addition to Klarna, the Consumer & Market regulator (ACM) also states that the company stood out to them because of the reports. ACM relates to establishing contacts with the owners and the results thereof.
ACM also calls on consumers to register with regard to dropshipping.
You can read the full response from the Netherlands Authority for Consumers & Markets below (.pdf)
What are your rights as a consumer?
Lawyer Meindersma of Charlotte’s Law explains in the studio what you can do as a consumer when you cannot start buying in advance and are subsequently introduced with high return costs.
Meindersma explains that you can always return a product without giving a reason, and all information must be clearly indicated in advance. Then think about answers to questions like “What are the costs to return?” and “To which address should I return the product?”
This is important general information that it must be very clear when ordering, and it is not enough to state this in the conditions, Meindersma indicates.
In the event that a webshop has not been clear enough, you do not have to agree with return costs to, for example, China, and you can at most pay the return costs to an address in the Netherlands. You can point this out to the webshop and ask for a Dutch return address, for example by sending an e-mail in which you gave this as a gift.