Consumer rights? No, we haven’t heard
During sales on November 11, 2023, I ordered a supboard on YandexMarket. The purchase was long-awaited: I wanted this particular model, and the price, taking into account the promotion and the available promotional code, turned out to be very pleasant)
Today, at the pick-up point, upon receipt of order No. 333607120, I was surprised to discover that they had sent a more primitive and cheaper model of SUP board.
An important point is that the seller is Yandex Market (Market.Trade LLC), so I had hope that we would quickly resolve this problem.
I decided to resolve the issue peacefully: I immediately wrote to the YandexMarket support service with a request to send me the ordered item, especially since they (Market.Trade LLC) now have the required model in stock. I left the erroneously sent item at the YandexMarket delivery point as not received for sending back.
It would seem to be a completely rational proposal. But it was not there! Correspondence with the support service took the entire rest of the day: all they could offer was to cancel the order, which they had incorrectly completed, and purchase the model of sap I was interested in at the current price, which I am absolutely NOT happy with, even taking into account their promotional code.
No matter how I explained that I am NOT interested in returns, promotional codes, reorders, but just need to send me the ordered product that they have in stock, the support service froze and offered me the same scheme like a parrot: return and reorder for more high cost.
I note that by law the seller is obliged to replace such goods within 7 days from the date of presentation of the specified demand (Clause 1 of Article 21 of the Law of the Russian Federation “On the Protection of Consumer Rights”)
But for this law to apply in my case, I must receive an incorrectly completed order. If Yandex does not resolve this issue before the last day of storage of the order, we will fight: after receiving the goods, I will start with a pre-trial claim and a complaint to Rospotrebnadzor. Yandex should send the product model I ordered, especially since it has it in stock, and let it pick up the incorrectly completed order, which is waiting for it at the pickup point.
Yandex Market has repeatedly created chaos: a favorite move is to cancel an order purchased at a good price and shift the blame onto the supplier-seller, they say, sort it out with him. But now this number will not work!