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ACM warns consumers about dropshipper berkenboschmode.com

The Netherlands Authority for Consumers and Markets (ACM) has issued a warning about online store Berkenbosch Mode (berkenboschmode.com) because of incorrect and incomplete information about delivery times, customer service that cannot be reached, and problems with returns of purchases. Over the past few months, ACM has received many complaints about this online store through ACM’s consumer information portal ACM ConsuWijzer. Berkenboschmode.com offers various products, particularly women's clothing. This online store uses dropshipping. This means that they have products shipped from abroad (in this case China) directly to consumers. Information about this procedure is missing on the website. In that way, consumers are misinformed about the actual delivery times and method of shipping.

Consumers are still able to place orders with Berkenbosch Mode. ACM made several attempts to contact the online store, to which it did not respond. In order to prevent further harm to consumers, ACM has now issued a warning against the practices of this online store.

Edwin van Houten, Director of ACM’s Consumer Department, adds: “Dropshippers must be clear and honest about where products come from and what the delivery times are. Misleading phrases such as ‘shipped today or tomorrow’ put consumers on the wrong track, and don’t say anything about the actual delivery time. So pay attention to where you order, and check several things in advance, for example, reviews.”

What is this case about?

On its website, Berkenbosch Mode advertises on product pages with claims such as “Ordered before 11 pm = shipped tomorrow” (original in Dutch: Besteld voor 23.00 = morgen verzonden). The fact that the product is shipped from China to the consumer is not mentioned on the website. Reports filed with ACM reveal that delivery times are approximately three weeks. However, it is stated on the website that orders are delivered within three to five business days. Moreover, consumers are put on the wrong track since “Berkenbosch Amsterdam” is included in the company name on their website. These phrases give the impression that the product will be delivered within a short period of time, for example, several days.

The reports further reveal that items are presented too positively, and do not match the pictures on the website. When consumers wish to exercise the statutory cooling-off period, they receive offers from customer service in the form of vouchers or gift cards. Consumers that say they do not accept these no longer get any response, whereas consumers are still owed refunds. Consumers also reported that it is not possible to return products. For example, consumers are hindered in their exercise of their right to return products. 

Tips for consumers

There are many dropshipping websites, and new ones are launched all the time. In order to prevent you from getting tempted into making purchases you will regret afterwards, you are best advised to check several things before clicking on that ‘purchase’ button:

  • Check reviews posted by other consumers before making a purchase, preferably reviews on sites other than the seller’s website. Reviews on the seller’s website are not always reliable;
  • Check the information about the product, the costs, the return address and return fees, and delivery times. If key information is missing, ask yourself what risks you are willing to take;
  • Check whether the website displays any contact details, a number from the Netherlands Chamber of Commerce (in Dutch: KvK-nummer) and/or a VAT number from the Dutch Tax Administration (in Dutch: btw-nummer). After all, you want to know where you can go to if you wish to return an item or if you have any other issues;
  • Many dropshippers run ads on social media such as Facebook and Instagram. If you directly link to a product page from your social-media channels, please check on the website if all of the above information is displayed.
  • To check if the product is also available in other online stores (including the bigger ones), and what it costs there: use your smartphone to take a photo and upload that photo to an online search engine. This is called a reverse image search. If you see the product (at a lower price point) in many other online stores, it may be an indication of dropshipping, and possibly of bad quality.

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