Hotline "Magnit": telephone, contact with technical support

About company

Magnit is a retail chain of stores where you can purchase household goods, groceries, goods for cars, children, gardens, cottages, etc. The company's establishments can be found in every large and small city in Russia. At the end of the summer of 2020, the total number of Magnit “points” was increased to 19,500 stores, with varying levels of service.

The hypermarket allows customers who encounter problems with service or poor quality of goods to report all the facts to the support service.

How to write a complaint

We figured out where to write a complaint, but what about the form itself, what must be indicated? First, let's figure out what the complaint consists of?

• The point is, what is the reason? Complaining about an employee or not satisfied with the quality of the products?
• Time, date of purchase, etc.
• The store where you purchased the product or encountered disrespectful behavior.

Based on this, you should fill out the form. Pay maximum attention to the content of the message; under no circumstances should you use profanity.

By the way, if you have questions about service for a specific person, you should definitely clarify his name and position, and, if possible, record them electronically.

As for a complaint about a product, you should clarify not only the name of the product, barcode, but also the production date.

In any case, on the official website there are instructions on how to write a complaint correctly; in case of difficulties, use it.

How to write to Magnit support service?

Magnit store support service has an extensive system, so requests related to all stores are processed. There are no restrictions on requests; clients from any region and locality can contact you. To do this, you will need to submit a request on the website -. Try to fill out the form in detail, as this determines the time it takes to respond to your message.

The official website is not the only means of communication; technical support can also consider the issue via email. In this case, it is also recommended to make a request using the form, indicating the required information correctly and accurately. Messages should be sent by email

Complaint hotline

When the question arises of where to complain, many panic and end up refusing to take any action, although it is extremely unreasonable to do so, because today you suffered, and tomorrow someone else. If this is a careless employee or a low-quality product, then this should be reported to the support service as soon as possible.

It has already been clarified that the hotline for customer complaints is available at 8 800 200 9002. In addition, complaints can be sent electronically, especially if you do not have time to make calls. Send comments on the site through the “Write to Us” tab or by email

What is the Magnit hotline number?

There is only one phone number you can call from any region. The hotline number is available from all landline and mobile devices, free of charge.

In addition, in Russia the Magnit retail chain has many regional offices, which have their own hot numbers for answers. Therefore, exact contacts in the cities of Moscow, St. Petersburg, Kazan, Nizhny Novgorod and others can be found on the official website, in the “” section.

Complaint on the site

Another way to report non-compliance with company standards is to contact Magnit network management through the website. Official website www.magnit-info.ru or magnit.ru.

In order to write a review of the company, you will need to click on the “Write to us” icon and then select who you are for the store - buyer, seller, etc. Then you will be redirected to the feedback form page, where you are asked to fill out the form point by point and state the essence of your problem.

Application form

In this case, the minimum period for consideration of a complaint is 5 days. You will be given feedback by telephone from an operator from the service quality control department.

Important! If you urgently need to resolve an issue, say, due to an incorrect calculation or a low-quality product, it is better to report this complaint personally in the store to the director of this outlet. Solving this problem will not take more than 30 minutes of your personal time.

Grounds for filing a complaint

The basis for filing a complaint against Magnit may be any violation of the Law “On the Protection of Consumer Rights,” as well as the commission of illegal actions by employees against a client.

The most common reasons are the following:

Hotline operating mode

You can contact the Magnit network support service from 7 am to 11 pm; the call center is open seven days a week and on holidays. Branch directors, as well as department heads and managers will consider your issue and take measures to resolve the problem. If it is not possible to sort it out at this level, the issue will be referred to the CEO.

The operator will ask you to provide detailed information. This is necessary to understand the problem in detail, and also to make sure that the story is not far-fetched. The most common question people call the line about is store products. For example, to leave a complaint, you will need to provide:

• what is the exact name of the product purchased;
• manufacturer's trademark;
• date and approximate or exact time of purchase;
• address of the store where the product was purchased.

It is better to read the information from the sales receipt. It indicates all the information that the operator may need, right down to the last name and initials of the cashier after whose work the error was recorded.

Communication with the operator will not begin immediately; first you will be directed to an answering machine. He will name different categories of topics, and you will need to select the one you need and press the indicated number on your phone. For example, all the main questions are in the section with the number 1, and within it there are subsections (dissatisfaction with the quality of the product, the seller, clarification of prices, etc.). Employment issues can be resolved by pressing 2.

Other methods of communication

There are several other ways for network customers to complain or send their wishes online:

1. Write a request to the support service using the form on the Magnit Cosmetic LLC website, which is located in the “Contacts” section.
2. Write to the email whose address is listed in the same section as the phone number -
3. Contact online customer support: https://magnit-info.ru/buyers/hotline/feedback.

Appeals are reviewed within 5 days. When filing a complaint online, you should also provide as many facts as possible and, if possible, attach photographic materials, for example, photographs of payment receipts, products with expiration dates, price tags, etc. Customer service staff will try to do everything possible to satisfy the customer’s request, and then provide feedback on work results.

Reasons for writing a complaint

The hotline is a universal means of communication with representatives of the Magnit network. Operators are ready to find answers to any questions of the store client and resolve any disputes or problems that may arise.

Most often, consumers contact technical support for the following reasons:

• There is outrage at the poor quality of the product.
• A person is dissatisfied with the lack of a promotional product in the store.
• A consumer wants to complain about an employee who is not performing their duties or is being discourteous.
• The store client intends to clarify the availability of a product in the assortment or its cost.

The consumer can also contact support if:

• The seller is poorly informed about the products, arranges the products incorrectly, cannot answer questions, etc.;
• The store is too noisy;
• Personal belongings are missing;
• The cashier is constantly out of change;
• Security behaves incorrectly;
• There is no book of complaints, they refuse to provide it;
• For employment matters.

Thanks to a correctly drafted claim, you will be able to exchange or return the product, as well as receive compensation for damage. All requests are monitored by the general director of the network.

How to file a complaint against Magnit: step-by-step instructions

Filing a complaint against Magnit to state supervisory institutions is carried out in several ways:

• on a personal visit;
• submitting an application online on the government agency’s website;
• sending documents by Russian Post by registered mail with acknowledgment of delivery.

The step-by-step procedure looks like this:

1. A citizen discovers a violation of his rights, records in detail the circumstances, place and time.
2. A written complaint is drawn up.
3. An application with attached documents (copies of passport, checks, etc.) is sent to the supervisory authority.
4. According to Art. 12 Federal Law dated May 2, 2006 No. 59-FZ, 30 calendar days are allotted for consideration of written requests from citizens. Based on the results, the government agency sends the applicant a report on the work done and measures taken.

If a citizen is not satisfied with the written decision received, he has the right to appeal it through a higher authority or court.

Retail network management

For minor violations, customers can verbally complain to the administration of the store where they are located. To do this, just ask the staff to call the administration on duty.

In other cases, you can complain to the senior management of the retail network on the official website using a special form. How it's done:

1. The client fills out the form, indicating his full name, e-mail, subject of the appeal, region, city and store address. In the “message text” field, you must describe in detail the circumstances that prompted you to write a complaint.
2. The completed application is sent for consideration. The minimum verification period is 5 working days. If necessary, inspectors can call the phone number indicated in the application to clarify details.
3. A report on the measures taken is sent by email.

You can find out about the progress of the inspection by calling the hotline: 8-800-200-90-02.

Rospotrebnadzor

As mentioned earlier, the basis for contacting Rospotrebnadzor may be any non-compliance with the Law “On the Protection of Consumer Rights”: failure to provide information about a product and its cost, trade in expired products, etc.

Rospotrebnadzor considers complaints within 30 days, and the applicant is notified in writing about the results of the inspection.

Prosecutor's office

Appealing to the prosecutor's office is relevant if, as a result of illegal actions or inaction of Magnit employees, harm has been caused to the life and health of customers: mass poisoning of low-quality products, injuries in the sales area due to unfairly installed equipment, etc.

According to Art. 21 of the Federal Law “On the Prosecutor’s Office”, the period for conducting an inspection cannot exceed 30 days from the date of its start.

Court

You should go to court to recover compensation for damage to life and health. This can be done either by the victim himself or by an employee of the prosecutor’s office or Rospotrebnadzor after an inspection.

The collection procedure is carried out in accordance with the Civil Code of the Russian Federation:

1. The plaintiff sends a statement of claim to the district court at the defendant's registered address.
2. The judge reviews the documents and accepts them for processing within 5 days from the date of receipt.
3. A preliminary hearing is scheduled, at which the judge clarifies the circumstances of the case and requests additional documentation, if necessary.
4. During the main proceedings, the parties' arguments are heard. If necessary, experts may be involved.
5. A court decision is made.

Based on a court decision, claims may be satisfied in full or in part, or refusal to satisfy claims is possible. The document comes into force 30 days after its issuance, this time is given for an appeal.

Leave a complaint Magnet

Dear manager of the MAGNIT store in the city of Lipetsk, on Krivenkova street 3, as well as other stores in the city of _______ (bus depot, police department, Rospotrebnadzor, region)!

We notify YOU that YOUR ACTIONS CAUSE HARM TO THE HEALTH OF CITIZENS, forcing healthy people - employees and customers of your store (organization) /region population/ to mandatory wearing masks against their will and desire under the threat of fines, sowing unnecessary hatred and enmity between citizens providing goods (services) and the citizens who use them, for example, between sellers and buyers, drivers and passengers.

Causing harm to the health of citizens is a CRIME, for which the CRIMINAL CODE of the Russian Federation provides for serious liability. So, according to the provisions of part 3, paragraph b, art. 111 of the Criminal Code of the Russian Federation, intentional infliction of grievous harm to health, dangerous to human life, or resulting in mental disorder or causing significant permanent loss of general ability to work, committed against two or more persons, IS PUNISHED BY IMPRISONMENT FOR UP TO TWELVE YEARS. Following a criminal order, complicity and aiding in the commission of a crime do not exempt from liability.

In addition, your organization is not a government body. You do not have the right to restrict citizens from entering under the pretext of their lack of masks, you do not have the right to refuse them the purchase of a product/service or insist on purchasing masks. The law (Part 1, Article 426 of the Civil Code of the Russian Federation) establishes the obligation of your organization to sell goods (provide services) to everyone who contacts you. Refusal to provide a consumer with a product or service is not allowed by law; it is a direct violation of the requirements of Part 3 of Art. 426 of the Civil Code of the Russian Federation and entails YOUR obligation to compensate for all losses of the victim. We warn you that after delivery of this notice, any of YOUR actions to force citizens to wear masks is legal PROOF OF YOUR INTENT TO COMMIT A CRIME – CAUSING GREVIOUS HARM TO THE HEALTH OF CITIZENS. Such actions include any compulsion to put on a mask for people who do not want to endanger their lives and health by wearing a mask, threats, fines, dismissal of sellers for selling goods to a buyer without a mask, and other coercion of employees to refuse to sell goods to buyers without masks. The commission of such actions by YOU will be immediately reported to the units of the Russian Ministry of Internal Affairs and the prosecutor's office in order to check for signs of a crime. We also suggest that you present this warning to your management or regulatory authorities who, out of fear, ignorance of the laws, or compromise, demand that healthy people be forced to wear masks against their will and desire.