Be Careful with MyBlackTree
Be Careful with MyBlackTree
I ordered a black The North Face RMST Nuptse Jacket from MyBlackTree for €795.70. After a long delivery period, the package was eventually delivered in May this year. When I opened the package, I discovered that it contained a completely different, brown jacket.
I reported this by email on the same day and asked whether they needed photographs. I received no response. I subsequently sent another email through a second email address listed on their website, copying the first email address. I did not receive a response to that email either.
It was only after I contacted the webshop again through the SHOP app that I received a response for the first time. I was then told that they had not received any previous report from me, even though I had already contacted them twice, including once on the day of delivery.
Because I assumed this was simply a mistake, I reported the situation to MyBlackTree in a normal and polite manner from the beginning and asked how the issue could be resolved.
After I forwarded my previous emails as evidence, they acknowledged that my first email had in fact been received. They stated that they had deliberately chosen not to respond to that email because I had not included an unboxing video.
According to their policy, customers must record a continuous video when opening the package. This video must show that the packaging is intact, that the package is being opened, and what the contents are. Their policy also states that receiving an incorrect item must be reported on the same day of delivery, together with an unboxing video.
I find this requirement questionable. As a customer, you cannot know in advance that you have received the wrong item. You first have to open the package to check its contents.
In my case, the jacket had not yet been fully unpacked and was still inside the plastic packaging displaying the brand name. I had also already informed the seller by email on the day of delivery and asked whether photographs or a video were required. Later, I provided photographs and video footage of the jacket I had received and its packaging.
Despite this information and the evidence I provided, MyBlackTree did not offer a solution. The seller continued to rely on its own terms and the requirement that an unboxing video be submitted on the same day as delivery.
Ultimately, I had to resolve the matter through my credit card company. MyBlackTree also opposed the refund during that process. After I submitted an objection, the refund was approved, and I received the full amount of €795.70 back at the beginning of this month. The case has now been closed.
The way this situation was handled left me feeling that my report and the evidence I provided were not taken sufficiently seriously. I cannot establish whether there was any intent or fraud involved. I can, however, describe what happened with my order and the reports I submitted.
I regularly order from online retailers and have never experienced a situation like this before. When a mistake is made with an order, I expect the seller to assess the report on its merits and look for an appropriate solution. In this case, MyBlackTree did not provide that solution, and I ultimately had to rely on my credit card company.
Based on this experience, I would advise others to exercise caution before placing an order with MyBlackTree.