Menuda estafa y sois muy mentirosos.
I regret not having read the negative reviews earlier: it would have saved me from what, in my experience, feels like a complete scam.
On 19 February I paid 42 € for a 2,000‑piece puzzle and, to this day, nothing has arrived: no puzzle, no refund and no serious explanation. I have sent more than ten emails and the company only bothered to reply after I mentioned I would report the case to the EU consumer authorities. Before that, absolute silence.
My order number is 1002XJKTF260238. I include it so no one can say this is not a genuine experience but a very clear example of how a customer can be misled: they take your money, vanish and force you to beg for any kind of answer.
It is shameful to see how they exploit the brand’s reputation while, in practice, deceiving customers who have trusted these puzzles for years. If this is not treating customers like fools, it comes very close. Calling this “customer service” is almost a joke: the only piece that fits is the feeling of having been scammed.
***
Triste no haber leído antes las reseñas negativas: me habría ahorrado caer en lo que, en mi experiencia, ha sido una estafa en toda regla.
El 19 de febrero pagué 42 € por un puzzle de 2000 piezas y, a día de hoy, sigo exactamente igual: sin puzzle, sin reembolso y sin una explicación mínimamente seria. He enviado más de diez correos y la empresa solo se dignó a contestar cuando mencioné que denunciaría el caso ante las autoridades de consumo de la UE. Antes de eso, silencio absoluto.
Mi número de pedido es 1002XJKTF260238. Lo dejo aquí para que nadie diga que esto no es una experiencia real, sino el resultado de un engaño muy concreto: cobran, desaparecen y obligan al cliente a mendigar una respuesta.
Es vergonzoso ver cómo se aprovechan de la fama de la marca para, en la práctica, engañar a quienes hemos confiado durante años en estos puzzles. Si esto no es tratar al cliente como si fuera tonto, se le parece mucho. Llamarlo “servicio al cliente” es casi un chiste: la única pieza que encaja es la sensación de haber sido estafado.
Reply from Ricordi
Dear Mr. Raul Oter
We understand you are disappointed for that delay, but, as we have already tried to explain you, our company is not responsible for the shipping service provide by the carrier YOU had chosen.
Leu us explain ourselves better.
We all know that, through the postal service the cost of shipping is really low and economic, so many choose it; however, if you want to be sure of 100% safe delivery and in a short time, it is necessary to utilize an international express courier service (i.e.: DHL, UPS, TNT), which, undoubtedly, costs you definitely more than the postal ordinary service, but which, in addition to making traceable and certain deliveries in a very short time, also has very efficient complaint services.
Unfortunately, these characteristics are not the same as those found in the local postal services and as regards the possibility of obtaining an individual tracking number from the Post Office, this is only possible for registered international shipments, not for ordinary shipments, which instead form part of the weekly cumulative transmission of a digital flow, therefore it is necessary to wait for your package to be duly tracked by them and until then from our side we really cannot do anything else.
Last but not least, as by our company policy, having suffered during the past years several cases of people who complained about not receiving the puzzle to be able to receive another one for free, unfortunately, in any case, until the specific courier complaints office closes the case related to the delivery of the package, we are not even authorized to take into consideration any eventual transactional position towards your case.
Once again, we are selling EXW (Incoterms 2020), consequently, the choice of the type of transport and carrier, as well as any burden and/or liability deriving from the same, is entirely borne by the buyer.
For our part, once you had chosen how to ship your goods, we will provide you, for your information only, with the local rates applied by the carrier you have chosen and confirmed us.
No comments on your blackmail and insults; any threat or defamation, being criminally prosecutable, will be treated accordingly.
Then, of course, you are free to undertake any legal initiative you deem most appropriate, in order to defend your interests.
Specifically, the EU online site, to which you are probably referring, protects consumers in relation to a specific law, or rather, the applicable EU 2013 regulation, where a distance contract is configured for the sale of a consumer product, is the well-rooted opinion of our lawyers, that it is configured only towards companies that solicit and pursue, through specials and dedicated instruments (i.e.: specific e-commerce sales sites with published prices and online purchase methods), the public consumption market, which, ad abundatiam, represents, among other things, their main activity.
Our company does not have any of the aforementioned requisites and/or conditions in order to configure this sort of distance contract, on the contrary, since our sales are essentially addressed to foreign wholesalers and distributors, the sporadic and casual sales to private individuals always take place, like all others sales, under the more than explicit EXW our warehouses- Incoterm 2021 conditions of delivery; that above because, our company, not having any direct sales tool to the public, such as an e-commerce site with the specific characteristics that the must have in order to be defined as such, is more than free, and protected by the laws in force, to be able to decide and apply the conditions it believes most appropriate within the scope of its sales policy.
We are prepared, if necessary, to defend this position in any Court and up to the last degree of judgment that should require.
Best regards.