– This is supposed to be the “online store” of the times when it comes to being sustainable and focusing on reuse. I have never come across worse, says Maj-Christin Sjøholt (36) to TV 2 help you.
CONCEPT: The focus of Tise is reuse and a more environmentally conscious relationship with clothes. Photo: Tise.no
In August, Sjøholt bought a pair of used trousers on the recycling app Tise and was very satisfied with the transaction.
She therefore wanted to find a Christmas present for her daughter from Tise.
– She wanted a red Juicy couture set, so I started looking, she says.
JUICY COUTURE: This set, in this color code (astor red), Sjøholt’s daughter wanted. Photo: Illustration/ Nelly.com
She found the top at half price, and was happy with it. Then she had to find the trousers that belonged.
Pants shock
Sjøholt eventually found a suitable advertisement and contacted the seller.
– I saw on the ad that it had only been used twice. I asked if it was “astor red”, which was the color code, and then I was told that it was correct.
She paid NOK 600, then the trousers arrived in the post.
UGLY STAINS: These are the pants that came in the mail. Photo: Private
– The first thing I noticed was that it wasn’t the right colour, it’s called “raspberry sorbet”, not “astor red”. Then I see that the lower edge of the trousers was dirty and that there was a white paint stain on the back of the thigh.
But that wasn’t the worst.
– There were faecal stains inside the trousers, she claims.
– It was one of the worst things I’ve ever experienced, to be completely honest. You are not exactly tempted to buy used several times.
FACES?: – The location of the spots cannot possibly be anything else. They are in the crotch on the inside, behind and not in front, explains Maj-Christin Sjøholt. Photo: Private
See what Tise answers further down in the case.
Changed the ad
Sjøholt immediately sends a message to the seller and writes that the trousers were not as described and that she wanted to send them back.
– I don’t get an answer, but I see that the seller has changed the text in the ad to say that the trousers are dirty on the hem, and that she does not accept returns.
Sjøholt gets in touch again, and is told that she could not expect anything else at a third of the price.
– I was also told that it was not worn, and that there were neither faecal stains nor paint stains on it when it was sent.
– When it says in the sales advertisement that the trousers have only been worn twice, then they shouldn’t look washed out and shouldn’t have faeces in the crotch either, she says with relief.
TV 2 helps you has contacted the seller, who does not want to comment on the matter.
No help from Tise
When the matter did not lead anywhere with the seller, she contacted Tise customer service directly and explained the whole matter, but they did not want to help.
About Tise:
- App-based service/ platform.
- Anyone can buy and sell used goods.
- Tise does not own the products sold.
- Sells everything from shoes, clothes, accessories and interiors.
- Focus on reuse and sustainability.
Source: Tise.no
– They said they could not interfere.
– Seller has now blocked me on Tise. I have tried sending SMS, to no avail. I have now also sent a letter of complaint, but have not received a reply. Therefore, I will report it to the Norwegian Consumer Protection Authority.
MATTER OF PRINCIPLE: – I don’t care about the money, this has become more of a matter of principle, says Maj-Christin Sjøholt. Photo: Private
– I think it is unheard of for Tise not to do anything about this. Although I have reported the seller to Tise, I do not get a response from either the seller or Tise, she says.
– When Tise does not take this more seriously, it is not so tempting to use this platform to buy used and be more sustainable, says the 36-year-old.
Several direct criticisms
On the review website Trustpilot, several people believe that Tise must do more.
Rikke Karma Jensen (30) from Oslo criticizes Tise for not doing enough to stop fraudsters.
“Terribly tiring with fraudsters. Hugely frustrating that Tise does not have a better system for weeding out such profiles”. – writes Jensen on Trustpilot.
FRAUD ALERT: This alert should appear when the algorithms on Tise detect a potential fraud attempt. Photo: Private
– Tise has a notification that pops up every now and then, which is good. But the problem is I got over nine messages from different profiles, every day, where the notification occasionally appeared. Which makes it difficult to know who is serious and who is not, says the 30-year-old.
Furthermore, Jensen explains the improvement potential she sees at Tise:
STOPPING TISE: – I completely stopped using Tise after all the fraud that took place there, says Rikke Karma Jensen. Photo: Private
– I think they should get involved more than they do. If problems arise during trading, Tise should be more involved, instead of asking the seller and buyer to sort things out between themselves. I also thought they should weed out fraudsters better than they do today.
– Tise can also respond more quickly to inquiries, or at all.
– Something must be done for me to feel safe at Tise, Jensen concludes.
– Serious case
The Consumer Council is not satisfied when they read about the complaints against Tise.
– When we shop via Tise, we must expect them to have an overview of the sellers and take complaints seriously. In such a serious case as the buyer describes here, it should be possible to contact the customer center and process the matter between buyer and seller via the platform.
– Tise should take responsibility where they can resolve a conflict where it appears as if one party neither respects Tise’s terms of agreement nor Norwegian law. In this case, Tise could have contributed to solving it, but chose to be passive, says lawyer Amna Haye to TV 2 help you.
ADVICE: Amna Haye says that Tise should show that they work against fraud, and at the same time protect users who want sustainable consumption. Photo: Consumer Council
– As a platform for buying and selling, Tise must help ensure that the law is followed. The buyer has rights when buying second-hand when goods are not of the same quality as promised or are something other than what they were sold as.
– Tise charges for seller and buyer insurance through their payment solution, therefore they have an additional responsibility to provide the service users pay for. And regardless of whether you have paid for insurance or not, they should take greater responsibility than they have done in these two cases, concludes Haye.
Tise replies: – Inappropriate
Sigrun Stenseth, marketing manager at Tise, apologizes on behalf of the company.
– We are sorry that the buyer in the first case did not feel that she was met in a good enough way.
SAD: Sigrun Stenseth says that it is sad that you end up in such a situation and find that Tise does not assist in a good way. Photo: Tom Rune Orset / TV 2
– Based on what the buyer says, the seller is in breach of our guidelines where the garment sold is not as described, in addition to inappropriate behaviour. It is sad that someone exploits our platform in this way, emphasizes Stenseth.
– We are sorry that people who want to shop used have a negative experience, which can ruin further sustainable choices.
Taking action
TV 2 helps you ask what the company will improve on in the future.
– We want to conduct a review of routines and how we are perceived in situations with disputes between users. We think it’s a shame that we are not perceived as clear and helpful.
– We will also clarify our guidelines and the requirements we set for the buyer/seller in a transaction. Either via demands for better photos, for more detailed completion of product quality, as well as working to ensure that we have enough people at work in our customer service department, says Stenseth.
CLEAR MESSAGE: – There should be no doubt about how one behaves on our platform, stresses Sigrun Stenseth. Photo: Tise
– In addition, we will work to spread information about how to safely buy used online. We have a responsibility when it comes to teaching people how to shop used via our platform, and what red flags are out there, she concludes.
