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A customer sends back shoes that have already been paid for. She has to wait well over two years for her money.
In autumn 2019, a customer from Baden (AG) ordered three pairs of running shoes online from the trendy Swiss sporting goods manufacturer On – with tennis icon Roger Federer as a partner – for a total of 590 francs. If you order, you have to pay right away. But the shoes didn’t fit well, so she sent the goods back, says the customer in the SRF consumer magazine “Espresso”.
Kafkaesque mail exchange
The debt collection company Billpay – a subsidiary of the large Swedish payment service provider Klarna – confirms the cancellation in writing. But what now follows is like a long-distance run without end – to put it in a way that is appropriate to the industry. The return transfer of the paid-in amount is in fact a long time coming. The customer asks umpteen times – both at Billpay and at On.
But their efforts are unsuccessful. The running shoe manufacturer’s customer service department tells her it’s not normal for this to happen and they assure the customer that they’ll take care of it. But nothing happens. The exchange of e-mails meanwhile takes on Kafkaesque characteristics when On suddenly says that she has received the money after all. The customer claims that she has repeatedly checked her incoming payments, but found nothing.
After more than two and a half years, she had enough and contacted “Espresso”.
But On also writes that the responsibility for such problems lies with the debt collection company, i.e. with Billpay or Klarna. The customer ordered and paid for the shoes on account, thereby accepting the general terms and conditions (GTC) of the relevant payment service provider. This is also responsible for complaints or credit notes, among other things. But they have now checked there again and: “We have been confirmed that the transfer will be made.”
On: Customer «best possible support»
On responds in writing and confirms to “Espresso” that the customer has returned the order. “In October 2019, this return was completed by On and the payment service provider was commissioned with the credit without delay,” writes the running shoe dealer. The customer was supported “as best as possible” and they are sorry that the woman “is now connecting this negative experience with On”. The whole thing was “an isolated case”.
In October 2019, On completed this return and the payment service provider was commissioned with the credit without delay.
The customer meanwhile announces that she then wants to donate the amount to the Ukraine refugee aid. Their problem is nothing compared to what these people are experiencing.