Beware of “dropshipping”!: He receives a defective watch – the online store no longer responds

A Zurich resident bought a smartwatch with a two-year warranty from the German company Stahlgear. But after a short time, the watch broke and the company refused to replace it.

A Zurich resident buys a smartwatch online from the German company Stahlgear in order to measure his heart rate. Online, the company touts the watch with a two-year warranty. And the battery is supposed to last ten days.

But the battery soon only lasts two hours, later the smartwatch no longer works at all. The 59-year-old assumes that he will receive a replacement product due to the warranty provision.

“Consolation” compensation

He rejoiced too soon. The company tries to console the customer by offering them compensation. They first offered him a 10% refund of the purchase price, then, after he complained several times, the company gradually increased their offer to 20%, then to 30%.

If the customer did not agree, he could send the watch back to China at his own expense. There is no question of a complete replacement or refund of the amount. The Zurich resident told SRF: “I feel cheated.” According to him, Stahlgear’s communication style is particularly annoying. The company did not respond to his request for a replacement product.

When questioned by the SRF, the company responded with standard emails. She doesn’t address the complaints and instead asks for an order number.

This is probably “dropshipping”

According to Consumer Protection (SKS), this could be a case of “dropshipping”. Consumers order an item through an online store and the merchandise is sent directly from the supplier. The latter is usually located in China, which saves store operators from having to pay for stock of goods.

Consumers thus receive cheap goods. Sara Stalder, director of the SKS, warns against returning items to China: “The goods are not even collected there, we do not receive a replacement product.”

To avoid falling into the trap of unserious suppliers, it is recommended to check the website carefully before placing an order. Serious stores generally have complete legal notices.

It’s also worth looking for customer reviews. Additionally, dropshipping companies often advertise on a large scale on social media. It is also recommended to read reviews of providers on the Internet.