A complaint against LEtoile can have different reasons: from the most harmless, such as a discrepancy between price tags and goods or a long absence of a seller from the workplace, to serious offenses - an illegal search, insults and threats from store employees. But for the appeal to really make sense, its addressee must be an organization competent in this matter, and it itself must be drawn up in accordance with established rules and form.

Where to complain about LEtoile

Depending on the severity and nature of the violation, the infringed client may file a claim in the following areas:

1. LEtoile Manual.
2. OZPP.
3. Portal "Dobrodel" (mainly for residents of Moscow and the region).

LEtoile Guide

A complaint to the management of a store or the entire chain is submitted:

1. By recording in the “Book of Complaints,” which should be in every point of sale in the designated “Buyer’s Corner”. The comment must briefly describe the incident or violation found, indicate the date and your contact information. The manager or director of the store must respond to the negative review within two days and take appropriate measures, and then write about the result of the review next to the complaint.
2. By post at legal address LLC "Alcor and Co" ( official name company) - 119261 Moscow, Leninsky Prospekt, 72/2.
3. Submit a written complaint in person to the actual address of the main office - Moscow, Simferopol Boulevard d. 28 p. 2.
4. Send to email - [email protected].
5. Call the hotline - 8-800-200-23-45 (24 hours a day, excluding holidays and weekends).
6. Write on the official website via the online feedback form. In this way, you can contact the portal’s editors and express your opinion regarding the work of the online department store* LEtoile, as well as appeal the quality of service and the work schedule of the offline chain of stores**.

* - To gain access to sending a message, you need to register https://www.letu.ru - fill out the form provided with the obligatory indication of name, date of birth, gender and email address. Then log into your personal account and select the “ Feedback" To send a request, a simple window is provided directly to state the problem - it is not necessary to enter your contact information there, since the necessary information is already known from the registration stage.

Rospotrebnadzor

The Federal Service for Surveillance on Consumer Rights Protection and Human Welfare accepts complaints from:

1. By mail - 127994, Moscow, Vadkovsky lane, building 18, buildings 5 ​​and 7.
2. During the reception of citizens at the above address during the working hours of specialists of the Office of Consumer Rights Protection - on Wednesdays, from 13:00 to 16:00.
3. By calling the information and help line - 8-800-100-0004 (from 10:00 to 17:00, except for a break from 12:00 to 12:45, on weekdays).
4. Using an online service for receiving requests.
5. Through the virtual reception GIS ZPP.

Before sending an appeal to the central office of the service, it is recommended to submit it through the territorial representative office of Rospotrebnadzor - a list of subjects with addresses and official websites of the Directorates is located at the link http://www.rospotrebnadzor.ru/region/structure/str_uprav.php. This can significantly save time and speed up the process of considering a claim, since messages that were not previously received by the territorial authority are still transmitted there by the central office, but this may take an additional week.

Submit online

The Internet service “Receiving Citizens' Appeals” operates on the Rospotrebnadzor website. Using the link http://petition.rospotrebnadzor.ru/petition/, based on your goal, you can choose one of two options for filing a complaint:

• to schedule an unscheduled inspection - authorization in the Unified Identification and Authentication System (USIA) is required through the created account on the government services website;
• If an inspection at the LEtoile store is not required, you can proceed to create a complaint without authorization.

• contact information (telephone, address, fax);
• recipient division (Department for the relevant subject or the central office of Rospotrebnadzor);
• the essence of the appeal.

The text can be supplemented with photos and video files combined into one archive, overall size no more than 5 MB.

Contact form:

The virtual reception operates on the basis of the GIS ZPP (state information resource in the field of consumer protection) and provides citizens with the opportunity to contact the Federal Service in three steps:

Step 1. Selecting a topic and subject (federal city)

Step 3. Confirmation of the accuracy and legality of what is written and submission.

OZPP

Interregional public organization The Consumer Rights Protection Society provides assistance in protecting the interests of individuals and legal entities, faced with violations of the Law of the Russian Federation “On the Protection of Consumer Rights” No. 2300-1 of 02/07/1992. It is within its competence.

The Letual company has more than 800 retail stores operating in over 200 cities in Russia. There is a hotline for product buyers where they can leave a complaint or request. Customer center employees will help solve any problems related to the purchase of goods.

Letual hotline number

The number at which users can call the contact center:

Letual's support service works around the clock and provides professional advice on all services provided.

Free hotline

Calls from all city and mobile phones to the number

from any region of Russia will be absolutely free.

What can you find out by calling Letual?

Using the hotline number, the company's clients can:

• leave a complaint about service in a retail network;
• obtain information about Letual products;
• report a claim regarding the purchased product;
• find out the address of the nearest store;
• refuse SMS messages;
• find out the conditions for obtaining discount cards;
• find out the status of an order in an online store, etc.

In what cases will support not be able to help?

According to the law on the protection of consumer rights, perfumes and cosmetics products are not subject to exchange or return. Exchange is possible only in two cases: if there is a manufacturing defect or the expiration date has expired. In order to exchange defective or expired goods, you should contact the point of purchase. Exchange of goods for other reasons is not possible.

Other methods of communication

Despite the round-the-clock operation, Letual's telephone number is sometimes unreachable. In this case, you can write an email.

Email

You can send a message regarding problems encountered with the purchase of Letual products at [email protected].

Contact on the site

Only registered users can write a request on the Letual company website. You can leave a message in your Personal Account in the “Feedback” section. The answer will come by email or personal account in the section the administration will leave a comment on the outgoing message.

Social media support

You can leave a complaint, check the status of your order, or send a request through the community group in social network"In contact with".

Competence of Letual operators

The main complaints of the company's customers are the inability to reach the hotline and the long time it takes to send goods from the online store.