Je n’ai jamais reçu mes bottines Fru.it LARINO

Lætitia nous fait part de ses échanges de mails à propos d’une commande de bottines Fru.it Larino qui ne sont jamais arrivées.

J’ai passé une commande pour une paire de bottines Fru.it LARINO Marron, d’un coût de 170.78€ avec frais de livraison. Le 24 octobre, je reçois le colis (18 jours plus tard) mais la paire de chaussure ne correspond pas du tout à ma commande, ni la taille, ni le modèle.

Je contacte le site et j’obtiens une réponse en anglais via cette adresse mail : Emily.service01@gmail.com qui me demande de garder le produit et me propose 15% de remise sur une prochaine commande.

Commande de bottines Fru.it LARINOJe n’ai reçu à ce jour aucune proposition d’échange de même valeur sur ce produit. Voici le déroulé de mes échanges avec le référent de ce site de vente internet FRETINFO pour des chaussures non conformes à ma commande:

Moi :
Bonjour,
J’ai passé une commande pour une paire de bottines Fru.it LARINO Marron – 262435 – Taille 38 – coût 138.11€ hors frais de livraison.
Le 24 octobre je reçois le colis (18 jours plus tard) mais la paire de chaussure ne correspond pas du tout à ma commande ni la taille ni le modèle.
Voici en pj 3 photos :
– visuel avec références ci-dessus de ma commande
– visuel du colis reçu avec des chaussures non conformes le 24 oct.
– visuel de l’Etiquette expédition
Pouvez vous m’indiquer ce que je dois faire, ou tout simplement me rembourser.
Cordialement
—————

Réponse:
Dear,
Thanks for your order from us.
I have confirmed that the warehouse made the mistake. We feel very sorry about it. How would you like us to do so? The goods you have received is our best selling this year,how about keeping the goods in your hand,we will offer you some best refund as compensation? Thank you for your cooperation!
Have a good day!
Best regards,
Emily
—————–

Moi :
Hello Emily,
Thanks for answer me..
I’m not interesting at all for that shoes …
I do prefer that you re credit to my account the total cost (170,78€) plus the price for the postal return of the package.
Find attached the capture of the bank operation
Thanks for your comprehension
Regards
————–

Réponse:
As you are our customer,i am standing your side to consider.Return is not benefit for you,we are not responsible for packages lost in transit. you will lost more,hope you can think twice.We have met this situation before.How about keeping the goods in your hand,we will help you to apply for the part of refund as compensation.
Emily
—————

Moi :
I believe that you’re a honest company and in that case, I’m quiet surprised about you’re answer, the package is not lost but it’s not the one i order and the good is a pair of shoes which is not setting to my feet because of the small size..
I’m waiting for my money back.
Regards
—————–

Réponse:
Dear,
Thank you for your understanding.
I have delivered your e-mail and complaint to our manager,and have negotiated with our manager,then he told me.After my great efforts to help you, the most refund we could do for you is 15% as compensation.And for your next new order,we will also offer you some best discount. Thank you for your cooperation!
Have a good day!
Best regards,
Emily
——————–

Moi :
Hello,
I really don’t understand why there is no issue, you didn’t delivered my order and in that case I want to be payed back immediatly, unless I could order again the good (Fru.it LARINO Marron – 262435 – Taille 38) whithout payment because it’s has been done.
Regards
——————

Réponse:
15% refund is our maximun,i have negotiated with our mangaer for serveral times to offer you the best refund as compensation,as you know,our goods is original,the cost is very high.We just have got the margin profit from you order,hope you can understand,I have tried my great efforts to help you.we will refund to your account ASAP.
But please don’t worry,if you or your friend place the new order from us,we will offer you the best discount after discount online .Do you think is ok?
Hear from you soon.
Emily

Depuis je n’ai pas donné suite à cet échange de mails…

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