Where to complain about the Euroset store, hotline in Moscow

What can you find out over the phone?

Operators are contacted in the following situations:

• Clarification of issues related to the purchase of goods and their cost.
• Obtaining information about the range of products presented by the company.
• Providing assistance when placing an order through the store’s website.
• Make suggestions to improve the quality of service.
• Obtaining information on store addresses and their opening hours.
• Using these numbers, you can complain about the work of store employees, make complaints, or complain about the quality of the product. However, in order for the complaint to be further pursued, it must be submitted in writing with evidence attached (if possible).
• Receiving advice on the purchase and servicing of “Freebie”, “Euroset”, “Eurofon”, “8-800” cards.
• How best to use the Corn card.
• You can order the product you like from the online store and have it delivered to your home or office.

As practice shows, the main questions that buyers ask are:

• Purchasing a low-quality product.
• Regarding the return of money for the phone.
• Imposing paid services and additional accessories.
• Cheating with phone functions.

Typically, a call to support does not always solve customer problems.

Drawing up a complaint

How to write a complaint to Euroset is decided by the consumer himself. This can be done either by hand or on a computer. However, there are a number of important nuances that should be adhered to when drawing up the document. First of all, a paper header is drawn up, which indicates to whom the document is being submitted and on whose behalf.

After this, the following information is entered:

1. How and where the item was purchased.
2. What shortcomings were found?
3. What actions did the consumer take to return or exchange the product, and why were they all unsuccessful?
4. Links to the provisions of the law “On the Protection of Consumer Rights” and other legislative acts.
5. Requirements for the point of sale.
6. List of documents attached to the complaint.

Attention! The information must be presented in this order.

At the end of the application, a signature is placed, after which the date is written. Please note that statements containing abuse, threats, or advertising will not be considered. In addition, anonymous complaints are not accepted for consideration. The store manager will have 30 days to review the application and take action.

Other methods of communication

If necessary, Euroset clients can use additional methods of communication: contact the company using feedback, write by email.

The company website has a “Feedback” tab:

After entering the branch, city, email address, phone number and name of the client, he can write a review about the work of a particular store, leave his wishes and complaints. You can contact the employees of a specific retail outlet, the company management, or the legal department.

Using feedback, you can get advice on payment cards issued by the company. To receive personalized advice in the feedback form, the client must enter the card serial number, if available.

Within 24 hours, a response from company employees will be sent to your email address.

You can contact the company directly by email: [email protected] Submitting a complaint or proposal must indicate your full name. applicant, contact phone number, indicating place of residence and return email address where a response from the company will be sent.

The company has its own group on VKontakte https://vk.com/euroset_club and Facebook https://ru-ru.facebook.com/euroset, where clients can receive information about new products and promotions of the company, consultations on issues that arise, and discuss the level of stores, make suggestions to improve the quality of service, complain. Users leave reviews about the work of salons and make recommendations based on their own experience.

Where to complain about Euroset?

There are the following ways to file a complaint against Euroset:

• Contact store management

The easiest way to do this is to write a review in the Complaint Book. By law, it must be provided to the consumer upon request. The director of the outlet has a two-day period to familiarize himself with the message and a five-day period to take action.

• Leave a complaint on the official website

You need to follow the link https://euroset.ru/feedback/, select your city of residence and tell us about your dissatisfaction in a special form window. According to the assurances on the website, employees of the retail chain undertake to consider the complaint within 24 hours. For a quick response, they ask the client to make the request as informative as possible and indicate contacts (email, phone number).

• Call the call center

Euroset accepts complaints via a hotline. The toll-free number 8 800 700 5000 is available 24 hours a day.

• Express your grievances on social networks

To get a quick response, complain in the company’s official groups on VKontakte and Facebook. This is an effective method, because other consumers will see the client’s request and the response to it.

• Write an official complaint

To get your money back for a low-quality product, prepare a letter of claim addressed to the management of the communication store. It is drawn up in accordance with business style standards. There is no standardized sample; you must indicate your full name, contact information, the essence of the claims and certify the application with a handwritten signature. The claim can be submitted in person or sent by registered mail. If the client has already used other methods of influence, he writes: “This is not the first time I’ve contacted you.”

Competence of Euroset operators

Receiving full and high-quality customer support depends on the competence of the operator. Unfortunately, this cannot be said about all of the company's consultants. Often, buyers are faced with a lack of understanding of the situation and unprepared employees.

If the operator did not provide complete information or was unable to answer the question, you can try calling the hotline again so that another operator can connect, or write a request using feedback on the website or by email. This way you can get a full consultation.

You can get a competent answer to the question by contacting the company using social networks; in addition, there you can find unbiased opinions of the company’s clients about its work, pros and cons.

Reasons and grounds for complaint

The buyer has the right to file a claim if:

• prices on display and on receipt vary;
• the seller knowingly gave false information about the characteristics of the product;
• the employee behaved rudely;
• the goods are not accepted with a warranty card;
• the equipment has external defects or damage;
• it was delivered late;
• it was sold incomplete;
• the seller refused an exchange or refund;
• there are other quality claims.

How to complain to Rospotrebnadzor?

In the event that the company refuses to resolve the conflict, the client has no choice but to appeal to higher authorities. For example, to Rospotrebnadzor.

Information

You can contact the government agency through the official website https://rospotrebnadzor.ru/.

To do this, the website provides a form to fill out, in which you can briefly describe the circumstances of the incident and outline the essence of the complaint. It is necessary to indicate the name and location of the store, and also attach documents to the claim, such as a receipt, visible defects of the purchased product, a warranty coupon, and others. There is a special function at the end of the form to attach files.

You can also read about how to write a complaint to Rospotrebnadzor about a store in this article.

How to write a complaint or claim against the Euroset store?

The claim is made in person at the address: Moscow, st. Leninskaya Sloboda, 26, building 5, 3rd floor, Business. If you don’t have time to pay a visit or you are in another region, the complaint is sent by mail: 115280, Moscow, st. Leninskaya Sloboda, 26, building 12, office 23 JSC Euroset Logistics.

A large number of clients leads to a lot of questions, the need for consultations, and assistance. To resolve problems, the company has a customer support hotline.

So, dear directors of Euroset, if you don’t fire this girl, we intend to write a statement in her name for fraud and will try to have this outlet closed. I'm waiting for a response from you, call any time.

Clients of the Euroset network of cellular communication stores often encounter violations of their consumer rights, for example, when returning a low-quality product or making complaints about the quality of the purchased connection.

In any case, other authorities will be much more willing to talk to you if you say and show that you have done everything in your power before coming to them.

Despite its leading position in the market, ordinary consumers often have complaints about both the operation of retail outlets and the products they distribute.

Features of filing claims with Euroset

Having discovered a shortcoming in a purchase, or decided that it is worth discarding, you should understand what type of goods it belongs to.

Most of the products offered on Euroset are technically complex. This means that all return and exchange transactions with them are carried out under special conditions.

When preparing to file a complaint if a defect is detected in a technically complex product, you must be guided by Articles 18, 26.2 of the Law of the Russian Federation and Government Decree No. 924. It is impossible to return or exchange a defective product in this category.

Products not included in the above list can be returned or exchanged even if they are in good condition. This is regulated by the PPA.

For the success of such an operation, it is necessary that no more than 2 weeks have passed since the date of purchase, that the packaging and accessories have been preserved, and that the product must not be used.

How to complain to the prosecutor's office?

Other cases require the intervention of the prosecutor's office, since it monitors compliance with the laws and constitution of the Russian Federation by commercial firms.

A claim against the company must be filed with the prosecutor's office at your place of residence. This way the complaint will be processed faster.

Helpful advice

You can also leave a complaint directly on the prosecutor’s office website. Please note that each region of the Russian Federation has its own prosecutor’s office website, and there is also a website of the General Prosecutor’s Office of the Russian Federation.

To leave a claim on the website, you need to go to the “Internet Claim” (as a rule, this section is on every website of the prosecutor’s office), fill out all the fields and write a claim in the “text of appeal” section. You can then attach documents as evidence and then submit your claim.

Questions to answer

Question No. 1. Should I immediately go to court against the store?

Answer: Constitution of the Russian Federation, Art. 46, guarantees judicial protection of the rights and freedoms of every citizen of the Russian Federation. If a consumer believes that a store has violated his rights, no one can prevent him from filing a lawsuit. It should be remembered that according to the law, the court acts as the last resort to which a party whose rights and interests have been violated can appeal. Therefore, you should not immediately go with documents to this authority. It is advisable to try to resolve the issue peacefully. If nothing works out, file a complaint with Rospotrebnadzor or the Prosecutor's Office, and only then, if these authorities do not help or are inactive, seek protection in court. This algorithm of actions can significantly save time and money.

Deadlines

The time frame for considering a complaint against Euroset directly depends on the authority to which it was filed. So:

• When applying to Rospotrebnadzor
  , the period for consideration of the application will be
  up to thirty calendar days
  from the date of its submission and registration;
• When contacting the prosecutor's office
  , the period for consideration and making a decision on the case is about
  eighteen days
  , three of which the application is in the process of registration and awaiting consideration. In some cases, the period may be extended to thirty days (if additional verification is required);

Info

If during the consideration of the complaint any violations are discovered in terms of its drafting or content, it will be forwarded back to the complainant within seven days from the date of initial filing. Having corrected it, the applicant can resubmit it for consideration.

More and more clients are suffering from the services provided by Euroset. Complaints are received not only about the attitude of service personnel, but also about deception when selling goods or carrying out repairs. Most complaints about Euroset

are completely justified, says a lawyer from the Magnitogorsk Association for the Protection of Consumer Rights. Of course, this does not mean that the client is always right; there are also scammers among buyers. But the fact that store employees violate consumer rights, actively taking advantage of the legal illiteracy of the population, has been proven by repeated trials in connection with various complaints against Euroset.

On the website of the Center for Business Information (CDI) of the Pskov region, one of the PR managers of Euroset commented on customer complaints with a simple request - to contact all claims and questions directly to the relevant services of the company. For these purposes, there is a hotline, as well as official pages on Twitter and VKontakte. According to her, Euroset is no less interested in feedback than consumers, since the results of the entire team depend on the level of customer service.

At the same time, some team members, in addition to complaints about Euroset, bring additional unpleasant problems to the company. In January of this year, two employees of one of the Euroset stores in Omsk, together with another citizen, decided to falsify several loan agreements, the company’s press service reports. Without the knowledge of the clients, loans were issued in their name at "" for a total amount of more than 80 thousand rubles. Cell phones stolen in this way were sold to pawn shops and taxi drivers.

The bank discovered oddities with the loans only in April, after three months of non-payment of money under loan agreements. Security officials conducted an investigation and identified suspects. Then the police took over the matter. The fraudsters voluntarily returned the damage to the bank and were fired, the company’s press service reports. The first court hearing in this case took place in the Kirovsky Court of Omsk on November 27.

Another example is a claim from the CDI website, which concerns the purchase of a cell phone costing only 1,000 rubles. The Maximus store in Pskov sold a defective product to a client. The employees refused to replace a non-working phone and only offered diagnostics. A month later, the goods were returned in the same form, indicating in the report the fact that the device was in working order. As a result of the trial on the consumer's claim, the company suffered losses in the amount of more than 8 thousand rubles. An independent examination was ordered, and a manufacturing defect was discovered in the phone. According to the court ruling, the client was returned the money for the phone and was also paid compensation for moral damage. As a result, the complaint received against Euroset was resolved.

Solving the problem through the court and the prosecutor's office

An appeal submitted to the prosecutor's office is considered within 30 days.

• the received appeal is registered within 3 days;
• the appeal is considered within 15 days;
• If deficiencies are identified in the application, it can be sent back to the applicant within a week.

It is recommended to submit your application at your place of residence so that the review proceeds as quickly as possible. You can also submit an application via the Internet, on the website of the prosecutor's office.

The prosecutor's office conducts an investigation into the subject of the application and sends a response to the applicant. If during the inspection any violations are revealed, the prosecutor’s office will file an application with the court on behalf of the affected buyer.

In turn, the buyer himself can directly contact the judicial authorities. In this case, the dispute is considered in the manner of claim proceedings.

• refund for goods;
• replacing the product with another one of the same type;
• replacement with another product taking into account recalculation;
• demand compensation for losses associated with the sale of a low-quality product, as well as legal costs;
• demand compensation for moral damage.

In each case, one must proceed from the characteristics and nature of the losses and damage caused to the buyer as a result of the sale of a low-quality product. The judicial review of the issue lasts about 2 months.

As practice shows, courts often stand up for the protection of consumers as a priority direction of state policy. However, if consumers have insufficient grounds, they may be refused. The main evidence in such disputes is the expert opinion, which can be appointed either at the request of the seller or buyer, or at the discretion of the court.

In what case will the complaint not be considered?

By law, the following requests are not subject to consideration:

• the text of the document contains “spam” or advertising;
• there is obscene language, threats, insults;
• documents are submitted anonymously and contain an incomplete or false address;
• the text of the document cannot be read;
• the response to the request was previously sent to the applicant and no new facts were discovered in the case.

It is important to understand that if the text of the complaint contains complaints or threats, the applicant for this fact may himself be brought to administrative liability, and if more serious violations are identified, to criminal liability.

Video: Attitude towards customers in Euroset

You can complain about the actions of Euroset and its employees, but only armed with the law “On the Protection of Consumer Rights.”

A thorough study of the issue does not always guarantee a positive outcome. It depends on many factors.

The appeal is drawn up according to the rules of business style. It should indicate that you tried to write a claim to Euroset (it is recommended to attach a copy), but the money was never returned. The application contains the contact information of the author and the essence of the appeal. You can refer to the provisions of Federal Law 2300-1. Letters from citizens are accepted for consideration within five, maximum 10 working days.

The Federal Law establishes a clear framework for what reasons you can contact the prosecutor's office with a complaint against retail outlets such as Euroset. If you have any doubts or have evidence that Euroset does not comply with the current legislation of the Russian Federation, it is criminally violating your rights.