ebag.bg

Intentional Overcharging, Forcing Customers to pay for more than they ordered after checkout

I ordered specific amount of meat (2kg) from ebag at a price shown at checkout, after which I paid online and my money was deducted immediately. When money is deducted from your debit/credit card, a contract is therefor made between the seller and the buyer.After the order was paid, I was told the actual weight of the meat was higher (0.5kg + more) and that an additional payment was required, otherwise the order could be cancelled.From a consumer standpoint, this is not acceptable and not legal in the EU.When an online order is placed and paid for, the price agreed at checkout should be final. Increasing the price after payment, based on internal weighing, puts the customer in a position where they must either pay more than agreed or lose the order altogether. That shifts the commercial and financial risk entirely onto the consumer.For products sold by weight, the reasonable and widely accepted approach is to confirm the final weight and price before charging, or to deliver the ordered quantity at the agreed price. Generating extra charges after payment — even if mentioned in general terms and conditions — undermines price transparency and informed consent and violates several EU Consumer Protection laws.This is not about a few grams or cents, but about principle and process. Users should not have to renegotiate a paid order after checkout.I am keeping records of this interaction and would encourage the ebag.bg to review and change this practice as soon as possible to comply with EU laws.In addition to that, it took me almost two weeks of e-mails their customer service, which replied to me with degrading and passive aggressive responses. Responses such as citing Terms and Conditions to me which DIRECTLY violate EU laws.In their responses, their customer service supervisor, and even their direct customer service manager first stated that the produce I ordered is not packaged in the weight I wanted to order, but then immediately admitted that I could return what I bought and could get a lower amount.This admission shows that they CAN actually NOT OVERCHARGE you if they want, they just do not want to. This shows that they FORCE this on their users to SELL MORE and GET MORE MONEY. This is a severe legal grey area and the only reason they are not sued to oblivion is because we live in a country that does not often enforce laws on such companies.The management of ebag.bg should be deeply ashamed of this practice. I have documented this incident and will seek advice and assistance from the proper institution since they REFUSE to change how orders work.They should not ALLOW DIGITAL PAYMENTS if the weight/price will be MORE after payment. They SHOULD ALLOW USERS to choose a SETTING that EXPLICITLY TELLS the employees that package the produce to NOT EXCEED WHAT WAS PAID if PAID DIGITALLY. IF NOT, THESE EMPLOYEES SHOULD BE TERMINATED FROM THEIR POSITIONS IMMEDIATELY.

Date of experience: Jan 21, 2026