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Online stores We Love Musthaves and Bluegood have to inform their customers more clearly

08-03-2019

The Netherlands Authority for Consumers and Markets (ACM) has called online stores We Love Musthaves and Bluegood to account for failing to inform their customers properly. This action was taken because ACM had received indications about these online stores through ConsuWijzer, the consumer information portal of ACM. The online stores informed their customers incorrectly or insufficiently about the right of withdrawal, delivery time, and their contact details. Both websites have now adjusted the information on their websites.

Online store We Love Musthaves

Online store We Love Musthaves sells fashion items, like bathing suits and bikinis. ACM received indications that this online store did not have its returning policy and contact options in order. After ACM had called We Love Musthaves to account, the online store adjusted the information on its website with respect to the following points. Its website now clearly states:

  • That the 14-day term within which consumers can return their purchases begins the moment consumers have received the products.
  • That consumers get their money back within 14 days after the return shipment has been received.
  • That items that have been marked down, too, can be returned, unless the sealing has been broken.
  • That refunds by means of gift cards or vouchers are only allowed when such were used for payment of the products.
  • The expected delivery time of the items.
  • The company’s phone number.

Online store Bluegood

Online store Bluegood sells various household items. In the summer of 2018, the company was not able to meet the demand for air coolers, which meant that many consumers who had ordered this product did not get one delivered within the stated delivery time. ACM called the company to account for this. Consumers who had not received their orders received refunds, and the company removed the ordering functionality from its website. The online store has adjusted its information, and now clearly states:

  • That consumers have the right to cancel orders using the form on the website within 14 days after receiving the products.
  • That consumers get their money back within 14 days after the return shipment has been received.
  • A return address for the orders.
  • Which shipping costs the consumers need to pay.
  • The expected delivery time of the items.
  • The company’s phone number.

Dealing with consumer problems swiftly

ACM has different instruments at its disposal for dealing with consumer problems. When choosing its approach in each case, ACM puts consumer interests first. In this case, ACM prefers to call the companies to account instead of imposing fines, because the problem is solved more quickly this way. With the adjustments, the online stores immediately inform their customers better about their rights when buying products online.

Through reports on ConsuWijzer, ACM will keep track of whether the adjustments will lead to better practices concerning ordering and deliveries, returning, and refunds. Consumers who still encounter difficulties with these companies can report this to ConsuWijzer (in Dutch).