The Norwegian Consumer Council warns against purchasing on the website.
This vacuum cleaner from the Nordivac website receives negative reviews from disappointed Norwegian customers. Either they are not allowed to send it back, or they are charged huge costs to send it back to China.
CameraLene Kvalsvik Birkeland / Private
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– In my opinion it’s very bad. The little Bosch handheld I have does a much better job, Yngvar Heimstad tells Tek.no.
For Christmas he ordered a pole vacuum cleaner from the Nordivac brand online, after reading a test that named this particular vacuum cleaner the test winner. This text has apparently been removed from the Nordivac website.
Yngvar Heimstad feels deceived by the Nordivac.com website.
Private Room
Two weeks later, the vacuum cleaner arrived in the mail, but Heimstad immediately noticed that it wasn’t very good.
– It’s the suction effect. At home I make a fire with wood and then use my little Bosch vacuum cleaner to “sweep” after I put the wood in the stove. I thought I’d make things a little easier for myself with a long-handled vacuum cleaner, but this one just doesn’t cut it.
It is not possible to return
He tried to contact the supplier, but they only responded in English and would not take the vacuum cleaner back. First they offered a 5% discount, then a 10% discount, and finally a 15% discount, Heimstad explains.
– They say that it is not possible to return because there is no such system in China. I don’t care about this vacuum cleaner, it’s the worst I’ve ever encountered, she says.
We tried to contact Nordivac via the email address provided, but received no response. The company states on its website that it accepts returns, but that the return shipping cost is NOK 880 and that the return must be made within 14 days of receiving the package.
Several people have reported that packages from Nordivac are being shipped from China, but that the return address on the package is Lørenskogveien 50, the address of Posten’s eastern terminal. If you search for the domain in the “Who is” search service, you will only find that they used an Icelandic privacy service that anonymizes the owner of the domain.
The corresponding vacuum cleaner from the Nordivac brand.
Camera screenshot
– The suction power was terrible
On the site Trustpilot, which collects reviews of companies, there are also many others who react to the same things as Heimstad.
“Poor aspiration! Terrible service! Refuses to provide a returns address. Answers in poor English that I will have a new brush sent for the suction power is not a problem. All the “good” reviews on their website must be computer fabricated. Møkka aspires!”, writes for example Lene Kvalsvik Birkeland.
He explains to Tek.no:
– The “head” didn’t work. The broom didn’t spin and there was no light. They wanted to send me a new one, but I immediately noticed that the suction power was terrible and a new broom doesn’t help. Furthermore, the battery runs out after a very short time. Two minutes of use and consumption is reduced by 10%, he claims.
Birkeland explains that she wanted to return the item and offered to pay for the return shipping herself, but they replied in broken English that they would only change the brush.
She ended up having to pay 2,400 crowns for the cost of the vacuum cleaner, despite the payment intermediary Klarna postponing payment several times to get her and the shop to agree. The store thought they had made things right by sending a new brush.
– It didn’t go much better with the diet that works. NOK 2,400 thrown out the window, says Birkeland.
Over half of the 67 reviews for Nordivac on the Trustpilot site have the lowest rating.
Camera screenshot
Many are critical
“Terrible! Don’t buy! All crumbs remain. Only a small amount of fluff is vacuumed up.
The test that marked it as the best must have been a fraud,” writes another on Trustpilot, where Nordivac currently has a score of 2.5 out of 5.
Well over half of the reviews give the store a score of 1 out of 5 possible, but not all are negative.
“It’s lightweight. It’s MUCH quieter than my old Minuet portable vacuum cleaner and it collects cat litter on the sofa. So I’m very satisfied! Is it worth more than NOK 2,000 + customs VAT? Maybe not. But I’m satisfied!”, writes one user who calls herself Monica and gives four out of five stars.
The Consumer Council: – Many things that make noise
The Consumer Council says it received six inquiries to its guidance service about Nordivac last year. Already in 2021 they warned against purchases from what are actually foreign online shops, but which outwardly appear in Norwegian clothes.
Senior legal advisor Nora Wennberg Gløersen from the Consumer Council says you should be careful when buying on foreign websites that appear in Norwegian clothing.
Camera Consumer Council
– As a consumer, you should always think twice before buying from unknown players. Numerous foreign online shops appear in Norwegian or Nordic clothing, of which Nordivac is an example. This is a deliberate sales method that plays on the trust and expectations consumers have towards Norwegian online shops, says consumer advocate Nora Wennberg Gløersen of the Consumer Council.
Among other things, it points to typos and a mix of Norwegian and Swedish as indicating that the website was digitally translated.
– The conditions established for the right of withdrawal are not in line with Norwegian legislation. The site looks Norwegian, but it states that the company has links to England and it is impossible to find a Norwegian phone number for customer service. There is a lot of noise here and so it might be a good idea to stay away.
Gløersen highlights a series of problems that you may encounter when purchasing from this type of online store:
- Long delivery times
- Import costs
- High return costs
- Unclear contact information
- Poor quality goods
– It may also happen that illegal goods are shipped to Norway, because products from, for example, Asia are not necessarily manufactured according to the same HSE requirements that apply in Norway or the EU/EEA, says the consumer advocate .
You should look for this
If you want to avoid shopping from foreign online stores, there are a few things you can look for.
For example:
- Does the shop have a Norwegian organization number?
- Do they have a phone number? Often dubious foreign online shops only work with a contact form or a simple email address.
- Does the text give the impression of being machine translated, preferably with questionable grammar and a mix of Norwegian, English or other languages?
- What are the terms? Does the website comply with the Norwegian law on the right of withdrawal, return and complaint?
- Don’t blindly rely on stated tests and awards. Critically check the website that did the testing: do they actually run the tests themselves, do they just reproduce other people’s tests, or do they have a vested interest in promoting certain products? Check Trustpilot and similar websites to see other people’s experiences with the brand or online store.
NB: The Consumer Council also has its own list of foreign online stores of Norwegian clothing, which is updated regularly. You can find it at the bottom of this article.
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– Klarna does not protect
For customers who are unsure about whether to shop at an online store, he recommends checking other people’s experiences on websites like Trustpilot. Gløersen also warns against thinking that just because a store uses Klarna as a payment intermediary protects you from fraud.
– A common problem is that the item doesn’t arrive, but Klarna still chooses to pass on the cost of the purchase to the consumer. Even if the consumer claims they did not receive an item or received an item with errors or defects, we have found that Klarna still chooses to collect payment.
– If you find that you receive an item that does not meet your expectations, or that what you ordered never appears, you must first submit a written complaint to the online store. Unfortunately, we often see consumers not filing a complaint or receiving a response at all. If you paid by card, contact your bank as soon as possible. You may be entitled to get a refund from your card company if the online store doesn’t take your complaint seriously, says Gløersen.
Klarna: – End collaboration
At Klarna, communications director Joel Hedin says they have looked into the matter more closely and have decided to end the collaboration with Nordivac with immediate effect.
– Klarna is no longer available as a means of payment in the store, which has been asked to remove all mentions and logos of Klarna. We are always grateful for suggestions regarding our traders, so we can take action if necessary. “Our top priority is that our customers feel safe when shopping with Klarna,” he says.
The Klarna logo is certainly still visible in Nordivac on Monday morning.
All purchases made with Klarna fall under Klarna’s buyer protection, Hedin points out. This means you don’t have to pay for an item that doesn’t arrive or differs significantly from what you ordered.
In May last year, umbrella organization Forbruker Europe also leveled similar criticism at the Consumer Council, claiming among other things that “Klarna does not carry out security checks on the people it works with”.
– We do not agree with the criticisms of the Consumer Council, which we consider radical and inaccurate, says Hedin.
Norwegian manager Geir Østby at Klarna.
CameraKlarna
For the rest it refers to the previous statements of the Norwegian CEO Geir Østby, who in relation to the criticisms of Consumer Europe declared to Tek that he felt unfairly accused and did not have the possibility to respond adequately.
– All retailers using Klarna’s payment services must first go through a so-called “onboarding process” and meet a number of criteria. It involves identifying the company and a review of its operations, including identifying and verifying beneficial owners and authorized representatives, screening their website, and consulting with external sources to validate their legitimacy.
– We do this to ensure that our consumers receive a high level of service and the most flexible experience possible. If we at Klarna notice a high number of consumer disputes or complaints, we take immediate action, such as closing the retailer while the investigation is ongoing. We also carry out checks to ensure our guidelines are followed, Østby said.
2024-01-22 15:09:44
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