I ordered a product on 1 August, delivered 13 August, as an anniversary present. Because it was a gift, I did not open the parcel immediately. When I finally did, I discovered that they had sent the wrong item. I reported this on 4 September – well within the legally accepted timeframe.Customer support (Gabriele) refused to help, hiding behind a 14-day return policy. This is not applicable here: under EU Directive 2019/771, consumers have at least two years to file a claim when the goods do not match the contract. Reporting within two months is always considered reasonable, yet my claim was dismissed.Not only was a special gift ruined, but the company also chose to ignore EU consumer protection law and refused to escalate the matter -hiding behind their “company policy” (which does not override EU consumer protection laws). I am now escalating the case to the European Consumer Centre (ECC). Customers deserve better.
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