Hotline number Sportmaster, how to write to support

Shopping at Sportmaster

Sportmaster stores sell a fairly wide range of products. Although the belonging of the products in their entirety is the same. All goods sold are sports goods. At the same time, they can be divided into several categories:

1. Cloth.
2. Shoes.
3. Inventory.

Each type of product has a service life. For example, the duration of the warranty on shoes in Sportmaster is on average sixty days.

The reasons and procedure for returning a product depend on its type. Current legislation provides two reasons for returning products:

1. Non-compliance with quality requirements.
2. The product did not fit in size, style, color, completeness or dimensions.

In the first case, you can return any product, in the second - everything except knitwear and underwear that are in direct contact with the human body.

Delivery of goods to the store

When handing over goods to a Sportmaster store, buyers usually pursue the goal of exchanging the product for a similar one, or returning the money spent. It all depends on the type of product and the reasons for canceling the purchase.

Exchange purchases

Every consumer has the right to exchange a product they don’t like or of poor quality for a similar one. This applies to equipment, shoes and clothing that are not in direct contact with the body, for example, exercise equipment, sneakers, jackets.

For various reasons, deadlines have been established for the implementation of buyer requirements. If the reason for the return is a defect, then such a period will depend, first of all, on the intentions and capabilities of the seller. According to the general rules, the replacement period is seven actual days from the date of application. In practice, it does not last more than three. If the seller does not have an analogue, then this period will be thirty days. When additional verification is carried out, the exchange period can last up to twenty days. Since Sportmaster has its own expert specialists, the assessment usually takes place within five days.

When the buyer is not satisfied with the product due to size, style, configuration, dimensions or color, the exchange must occur within two actual weeks. This period does not include the day of purchase.

Refund

The buyer can return money for products that do not meet quality standards or do not suit him for personal reasons. Such a requirement must be fulfilled within ten days of its presentation. To do this, the buyer will need to provide the seller with a receipt indicating how much the product costs. In case of loss of a document, a person can use witness explanations. Refunds will be made in the same order in which they were deposited. For example, with a non-cash payment, everything will be transferred to the client’s bank card. In practice, this procedure is implemented within no more than five days.

Expertise

Conduct an independent examination if in doubt.
The Sportmaster chain of stores has its own expert organization.

All necessary examinations are carried out by the store’s own specialists.

The buyer can call an expert to the home. This is practiced when returning large items weighing more than 30 kg.

This is interesting! The mechanism for returning goods to the OBI hypermarket

For example, if a person purchased a treadmill, but discovered defects or even defects, then he should contact the store and call a specialist for examination before returning the device. Store employees send small items for examination themselves.

If the expert’s conclusions do not satisfy the buyer, and he is confident that he is right, it is possible to turn to independent experts to check the item or equipment for quality. After independent experts give their opinion, you need to contact the store with documents confirming your case.

Please note: the examination procedure takes no more than five days, but can last up to 45 days, as this is permitted by law.

Deadline for visiting the store

The products offered by Sportmaster are subject to all the rules established by the PZPP without exception. Accordingly, the buyer can make claims during the accepted warranty period. This period is determined by the manufacturer and depends on the type of product. If the manufacturer has not set the specified period, the seller has the right to do so, and assumes the obligation to consider claims. When the guarantee has not been determined initially, the buyer can make his claims within two years, provided that a longer period is not specified in the law or the sales agreement. If the service life was less than twenty-four months, then claims can be made even after its expiration. In this case, the buyer will have to prove that the defect occurred before the purchase of the goods.

Conditions for returning goods

You can return purchased products if a number of conditions are met. First of all, the product must not be used by the owner. According to Sportmaster's rules, the buyer will be reimbursed for the cost of the product. However, the store will not reimburse shipping costs. Products that have their own individual characteristics, due to which they can only be used by the buyer himself, will not be accepted back. A product that is included in the List of non-food products of good quality that cannot be returned or exchanged for a similar product of a different size, shape, dimension, style, color or configuration, approved by Decree of the Government of the Russian Federation of January 19, 1998 No. 55, cannot be returned. In this case, this rule applies to knitted and textile products that come into contact with the human body - underwear, rash guards, socks.

The returned product must retain its function and appearance. All labels and seals must be intact. The person will be required to present documents that confirm the fact of purchase of the goods and its payment - a concluded sales agreement, a receipt, a warranty card. Loss or deterioration of the specified data does not deprive the buyer of the right to contact the seller.

Where to complain

You can submit a service claim or complain about the quality of a product or a violation of the law:

• directly to the store’s customer service;
• in acute respiratory disease;
• to Rospotrebnadzor;
• to the police;
• to the prosecutor's office or court;
• on the complaints portal “Dobrodel”.

Retail chain customer service

Before complaining about the store to higher authorities, it is recommended to contact the general manager or cashier, expressing your intention to return, replace or repair the product. When making an online purchase, you need to call the courier by phone. 8 (800) 777-77-71.

To process a return you will need the following documents:

• the product itself;
• passport;
• purchase receipt;
• bank card, if it was used for payment.

If there are no defects in the purchase, but the result of the purchase did not meet expectations, you must:

• keep the label on things;
• ensure proper presentation;
• maintain the integrity of the packaging.

Important! Even if you have documents and apply within the established 14-day period, there are goods that cannot be exchanged or returned: swimsuits, socks, underwear.

Written appeal

Next, a complaint is written to the store. It should contain:

1. Details of the Sportmaster store and the name of the official.
2. Applicant details: full name, place of residence, contact information.
3. Statement of the essence of the problem. You can prove the fact of fraud by attaching a photo of the price tag or by requesting to check the CCTV footage, as well as by providing assessment data from an independent expert.
4. Write demands: exchange the item, compensate for moral damages, return the goods, conduct an audit of the organization’s activities, collect a fine from violators.
5. Sign and date.

When drawing up a document, the use of threats and obscene expressions is unacceptable.

Such a claim can be sent in one of the following ways:

1. During a personal visit to the store.
2. By post, to the address that can be found on the website of the retail chain https://www.sportmaster.ru/stores/moscow/. Also, the address of the retail outlet is usually indicated on the sales receipt.

If all documents are collected and there are no controversial issues, the claim can be satisfied within the day of the application, however, the store management emphasizes that it is advisable to apply 3 days after making the purchase. For technical reasons, this is exactly what is required to return the money to the buyer.

If an examination is necessary, the return period may take up to 45 days.

Electronic appeal

If the conflict could not be resolved directly at the outlet, then the complaint can be sent through the official website of the store https://www.sportmaster.ru. An electronic document form indicating contact information can be filled out at https://www.sportmaster.ru/about/contacts/#tab_4.

In the form on the store’s website you will need to fill in the following fields:

• FULL NAME.
• Email address and contact phone number.
• City of residence.
• Club card number, if available.
• Specify the subject of the appeal.
• Select the store address from the drop-down list.
• Order number.
• Write the text of the appeal.

Sportmaster's unified help desk phone number: 8 (495) 777-77-71.

If the store has not made a decision regarding the complaint, it must be duplicated in other authorities.

OZPP

The Consumer Rights Protection Society provides assistance to citizens whose rights were violated in the process of purchasing cooks. The organization's lawyers provide qualified advice and support to clients during the pre-trial procedure and during the hearing of the case. In practice, contacting the OPP is usually sufficient for active action on the part of the store to resolve the issue and satisfy the customer’s complaint. You can contact the OPP in the following ways:

1. Personally visit the organization’s office at the address: Moscow, (metro station Smolenskaya, Park Kultury) Smolensky Boulevard, 7.
2. Send a letter to the same address.
3. Contact lawyers by email
4. Get a consultation by phone, +7 (499) 241-43-10.
5. on the forum https://forum.ozpp.ru/.
6. Use the automatic system for drawing up claims “CyberLawyer” https://ozpp.ru/consumer/ware/add_ware.html.

For residents of the Chelyabinsk region there is an interregional division of the Health and Human Welfare Society. Organization contacts:

• Internet site: https://ozpp.me/.
• Address for letters and personal requests: Chelyabinsk, 454091, st. Rossiyskaya no. 171.
• Contact phone: +7 (35130) 9-89-33, +7 (964) 243-14-69.
• Email

There is also a regional representative office of OZPP in the city of Ozersk.

Rospotrebnadzor

You can complain about low-quality goods or services to Rospotrebnadzor. The basis will be a violation of the law “On Protection of Consumer Rights”. In accordance with the Law “On the Procedure for Citizens’ Appeal” No. 59-FZ, you can file a complaint:

• In writing, by personally contacting the department of the government agency at your place of residence. The addresses of organizations are listed on the page of the Rospotrebnadzor Office for the constituent entities of the Russian Federation on the official website https://rospotrebnadzor.ru/region/structure/str_uprav.php. Address in Moscow: 127994, Vadkovsky lane, building 18, buildings 5 ​​and 7. Telephone.
• In electronic form, by filling out the form on the “Accepting Citizens’ Appeals” page - https://petition.rospotrebnadzor.ru/petition/. If you do not register in the ESIA system, the organization will have no grounds for conducting an audit, so it is worth registering on the State Services website - https://www.gosuslugi.ru/.
• Send a complaint by registered mail to the appropriate territorial unit.

Citizens of Russia can receive a free consultation by phone. Calling hours (Moscow time): from 10.00 to 17.00 (Mon. – Thur.), from 10.00 to 16.00 (Fri); break 12.00 – 12.45.

Appeals are registered within 3 days and reviewed within 30. A complaint is the basis for an inspection, as a result of which the government agency obliges to pay a fine for an administrative violation.

Department of Economic Security and Anti-Corruption

If there is deception and fraud on the part of the retail chain: price tags do not correspond to the price on the receipt, bonuses are not awarded, stated discounts do not apply, you can contact the police. (How to complain about a corrupt official)

Contract details of territorial authorities are located on the corresponding page of the official website https://xn--b1aew.xn--p1ai/contacts/sites.

To leave a complaint electronically, you need to go to the website of the Ministry of Internal Affairs of the Russian Federation on the Reception of Appeals page - https://xn--b1aew.xn--p1ai/request_main, select the desired structural unit and fill out the form in accordance with the proposed instructions.

You can report offenses to the hotline of the Russian Ministry of Internal Affairs, but it is better to call directly to the territorial authorities.

Court

To compensate for material damage, it is necessary to file a claim with the court at the location of the Sportmaster structural unit or at the plaintiff’s place of residence.

If the basis is a violation of consumer rights, the state duty is not paid.

Copies of receipts must be attached to the statement of claim; evidence of violations by the retail chain; documents confirming that attempts were made to resolve the situation before trial.

Prosecutor's office

Any complaint from the public against the organization will provoke a response from the prosecutor’s office, and not only the buyer, but also an employee of the retail chain can apply if the appropriate working conditions are not met.

You can submit a complaint:

1. In writing to the address: Moscow, Blagoveshchensky lane, 10.
2. If the letter contains a large volume of supporting attachments, the mailing must indicate the address: GSP-3, 125993, Moscow, st. Bolshaya Dmitrovka, 15a.
3. Using the Internet reception on the official website of the Prosecutor General's Office of the Russian Federation - https://ipriem.genproc.gov.ru/contacts/ipriem/. It is important to accurately indicate the regional unit to which the complaint is being sent.

Phone number of the General Prosecutor's Office of the Russian Federation.

The addresses of regional divisions can be found on the page - https://www.genproc.gov.ru/contacts/map/?DISTR=&SUBJ.

"Dobrodel"

You can submit a claim for service or complain about the quality of a product or a violation of the law on the Dobrodel website - https://dobrodel.mosreg.ru/.

In order to complain about the quality of the services provided, residents of the Moscow region just need to select the “Create a complaint” item on the website, enter an email, briefly describe the problem, write the address of the store or click on this place on the map, and, if necessary, attach up to 5 photos.

At the choice of the complainant, the complaint may be posted on the site or remain hidden from other users.

Return of low-quality goods

Returning an improper product to the seller, that is, not meeting the requirements of quality standards, has its own characteristics. In this case, Sportmaster will reimburse its client not only the full cost of the product, but also all costs associated with its transportation.

To return the defect, the buyer will have to provide a receipt, contract and warranty card, as well as the product itself.

The fact of transfer of the product is documented in an act. Most often, the seller sends the product for examination to determine the nature and causes of the defects. Based on the results of the assessment, it will be possible to determine the guilty party. If the examination confirms that the person has nothing to do with the defects that have arisen, the goods will be accepted and the money will be returned to the buyer.

Procedure for filing claims

If the buyer intends to return the goods to Sportmaster, he is obliged to file a claim. Its form depends on the method of purchase, since the specified seller sells its products both at retail outlets and through online stores when a person wants to cancel the order.

When a person purchased a product on his own, it would be correct to submit an application in writing. A sample of such a document can be borrowed from any specialized website dedicated to this topic. Some sellers provide claim forms to their customers. In such a case, the buyer needs to pay attention to the structure and information contained in the sample.

The text of the document must reflect the following:

1. Information about the store - name, location address.
2. Information about the buyer - last name, first name, patronymic in full, place of residence or actual location, contact phone number and email.
3. Information regarding the transaction itself. This may include the date and place of conclusion of the contract, description of the product, its cost, payment procedure, deadlines for the fulfillment of obligations by the parties.
4. Disadvantages identified during use - their nature and possible causes.
5. The buyer's requirements are a refund, exchange of goods.
6. A detailed list of attached documentation - check, contract, warranty card.
7. Date of registration of the claim, signature of the person.

The completed paper must be handed over to the seller. Current legislation places this responsibility on the buyer. To do this, a person can use several options.

The claim can be delivered in person or submitted to the seller. This is the most common and optimal method, since it allows the parties to immediately negotiate and resolve the dispute in the shortest possible time.

Postal forwarding of the application is allowed. This option is used in cases where a person is not able to come on his own, for example, due to the distance of the seller.

Internet message. This method is relevant when the product was purchased remotely. Also in this case, you can contact store representatives by phone and wait for the courier to arrive to transfer the goods.

Return instructions

Based on the fact that goods in Sportmaster are sold both offline and online, there are two schemes that you need to follow to get them back.

When you arrive at a retail store, you should contact either the cashier or the manager, having with you the item being returned, your passport, receipt and card (if payment was debited from it).

The return application is completed directly at the Sportmaster store.

When the purchase was made in an online store, to return it you will have to call an employee of the Sportmaster courier service using the phone number 8-800-777777-1.

The courier will take back large products absolutely free of charge, but the buyer himself will pay to return the sneakers or jacket.

Courier service is not used everywhere: it is available to residents of Moscow, St. Petersburg, Yekaterinburg and the corresponding regions. In this case, the client must have a passport, a receipt and an application for returning the goods to Sportmaster.

READ Using bonuses in Sportmaster: conditions, what part of the purchase can be paid

When the product is handed over to a network employee, the buyer will receive a receipt in return.

Documentation

To return or exchange goods at Sportmaster, you will need the following documents:

• passport;
• goods receipt;
• if the payment was non-cash - card and its details;
• a statement written by hand in the store or upon arrival of the courier;
• receipt for delivery of purchase.

Having all these documents with him, the client contacts the Sportmaster manager or the cashier (or sends photocopies with a courier service employee).

Important! When a check is lost, there is no need to worry. The store will still not be able to refuse to return the product, so the only problem in being able to return the product without a sales receipt may be a longer processing time for the application.