I am not sure my email in English would be accepted (if not, please respond and I will ask to translate it) but I need to write it to understand my consumer rights in Belgium. It is not the first time I am faced with the rudeness of the personel in the shops in Bruxelles so I want finally to learn how I should react and when I can claim my rights. Me and my partner have given winter jackets that we bought only 3 months ago for dry cleaning. They have been accepted for dry cleaning even though one jacket had the label - not for washing and dry cleaning. This has been shown to the employee of this shop but the woman kindly (at that time) said there was no problem, they will treat it. When we came to pick up the clothes instead of clean clothes we have received completely damaged jacket (the color went away) and the second jacket was still dirty. The shop proposed the reimbursement of 70EUR for the first jacket (we bought it for 250EUR) and the return of the cleaning costs and they took it back for painting it. The second jacket was taken back for the next cleaning. When we now came back after 2 weeks, the first jacket has not yet been ready (it appeared they gave it for the painting only now) and the second jacket was still dirty and even got the new stains from dry cleaning (surprise, surprise:-(). I didn't want to let it stay there for another week and I demanded the return of the cleaning cost but they refused. We had very unpleasant discussion there and they did not behave well to us. They were trying to make stupid people from us (!!!) instead of admitting their mistakes. You could clearly see they had no respect to the customers what I can actually see in Bruxelles not the first time. I would like to understand what our rights are in such a case? In both cases, what should be the financial recompensation for our jackets if at all any. Is there anything we can do in such a case at all if someone does not treat the customer in a proper way after the money have been paid? I would be very grateful if you could reply. Does any organization help in such cases to claim what the consumer is entitled to? Your response would be really appreciated. The response can be in French. Thanks a lot and best regards, AnetaRéponse
: Malheureusement, ce genre de problème arrive régulièrement. C'est la raison pour laquelle une commission d'arbitrage a été créée: elle permet au consommateur de chercher une solution acceptable avec le commerçant, sans devoir aller en justice. Car dans une situation comme la vôtre, certes, le contrat n'a pas été exécuté correctement par l'entreprise, et par conséquent, vous avez des droits (obtenir l'exécution et éventuellement un dédommagement); mais on constate trop souvent que sans intervention d'un tiers, l'entreprise refuse de respecteur les droits du consommateur. Si la commission d'rbitrage dans le secteur de l'entretien du textile n'existait pas, seul un juge pourrait être saisi. Pour en savoir plus, veuillez cliquer ici
, et vérifier si ses conditions d'intervention sont réunies dans votre cas.