Advent calendars are a popular feature for e-commerce businesses, often with a promised product value higher than what the customer pays.
In late September last year, a customer ordered a Christmas calendar from Caia Cosmetics. The price tag was 2,995 Swedish krona, but the campaigns stated that the contents were worth 8,505 Swedish krona. When the calendar was shipped, it was lost by the transport company and never reached the buyer.
As the stock was empty, the company cancelled the order and refunded the entire purchase amount.
However, the customer felt this was not enough. Referring to the advertised value, she demanded that the remaining amount of 5,510 Swedish krona be paid out in goods or a gift card. When the company said no, the incident was reported to the General Complaints Board (Allmänna reklamationsnämnden).
Demands Compensation for Promised Value
The board finds that the e-commerce company has breached the contract through the non-delivery. The decision sides with the customer, and the recommendation is that the company should compensate the consumer with the full value promised in the advertising.
This means that the customer should be compensated with a gift card covering the difference.
Caia Cosmetics has chosen not to comment.
In a written response, however, Caia Cosmetics Marketing Manager Camilla Bastin states that they take the board's recommendations seriously. The company does not, however, share the view that they are obliged to cover up to the advertised value.
We always take the recommendations of the ARN seriously and regret that the customer experienced the situation as unsatisfactory. In this case, the customer received a full refund without delay and was also offered a re-delivery of the product. Regarding the additional compensation, we have, after careful consideration, reached a different interpretation than the ARN, says Camilla Bastin to Råd & Rön.