Owner of two online drugstores promises to mend its ways following ACM action

The owner of online drugstores voordeeldrogist.eu and superdrogist.com has committed to displaying the correct availability status of products on its websites, to making sure that only products that are in stock can be ordered, and to improving its customer service. The Netherlands Authority for Consumers and Markets (ACM) had confronted the websites’ owner Topcommerce with these issues. Topcommerce sells various drugstore items through these online stores. ACM has received reports about delivery issues with these online stores, and about customers having difficulties reaching customer service. Consumers were harmed as a result of these issues. Over the next few months, ACM will continue to keep a close watch on these online stores and their customer service.

Orders were not delivered

Following reports about delivery issues and inadequate service regarding the online stores voordeeldrogist.eu and superdrogist.com, ACM decided to sit down with their owner Topcommerce. Topcommerce has committed to adjusting its ordering system in such a way that only products that are in stock can be ordered. In addition, it will improve the reachability and the staffing of its customer service. Dutch consumer affairs show #BOOS (which literally means ‘angry’) had previously already devoted airtime to these online stores. ACM will continue to keep a critical watch on these online stores, for example, by monitoring the reports filed by consumers with ACM’s consumer information portal ACM ConsuWijzer.

Swift approach to consumer problems

ACM has many different instruments at its disposal for solving consumer problems. In this case, ACM chooses to confront the company directly in order to solve the problem. In other cases, ACM can, after conducting an investigation, choose to impose a fine or an order subject to periodic penalty payments.