Mijn Klacht:

Complaint:

I have contacted Supersmart multiple times since November 2024 regarding an order that was shipped to the wrong address due to an internal error. I immediately notified the company and provided the correct address before the parcel was returned by the carrier on December 9, 2024, as shown clearly by the official tracking number GM295115909000400015 (DHL eCommerce/DP Paket Plus).

Despite this, Supersmart has failed to acknowledge the return and refuses to resend the product or offer a refund. Instead, they claim the tracking number “yields no results” — a claim that is demonstrably false, as I have supplied a full tracking history showing that the package was returned as undeliverable.

This situation constitutes a violation of EU consumer protection law, which requires companies to act in good faith and resolve disputes efficiently when goods are returned properly. I have given Supersmart more than reasonable time and opportunity to correct the error. They have been uncooperative, unresponsive, and in breach of their legal obligations.

Requested resolution:

I formally request that Supersmart either:

Reship the product at no additional cost to the correct address,
or

Issue a full refund for the returned order.

If no resolution is provided ly, I will be forced to escalate this case to EU consumer authorities and issue a formal complaint via ECC-Net (European Consumer Centres Network).

Gewenste Oplossing:

new sending for free