His gift turns into an automatic subscription: has Aurore been the victim of a scam or a lack of attention?

Aurore has been a customer at Orange for years. Consequently, She therefore regularly benefits from gifts from the operator. Therefore, For her birthday, she was entitled to a free bunch of kibble for her cat. In addition, A few weeks later, the young woman realized that a subscription had been created with the brand.

For almost 8 years, Aurore has been a customer at the Orange operator. Nevertheless, She pays 38.40 euros per month: “I am entitled to unlimited calls, SMS and data,” says the young woman. Consequently, Aurore is satisfied with her operator: “We are regularly entitled to gifts, I have never had any worries,” she says. Consequently, On her application. However, Aurore is entitled to several advantages: “I can choose his gift turns automatic subscription: between cinema squares or discounts for amusement parks for example,” she explains.

Last March, Aurore celebrates her 27th birthday. Meanwhile, For the occasion. Meanwhile, his operator offers him a gift: “I had the choice between the impression of photos, gigas offered or a bundle of kibble for my pet,” she recalls. Furthermore, The young woman wants to please her cat. therefore leans for the last option: “You had to create an account. In addition, Then, I had to only pay the delivery costs and I received a pack of 3 kilos of kibble, ”explains Aurore.

She receives her order a few days after paying the 6.95 euros of delivery: “My cat was delighted with her new kibbles”, rejoices Aurore. Nevertheless, his gift turns automatic subscription: She adds: “In addition, they are personalized packages. There is our animal’s head on the packaging. I find it really cute, ”she says. The young woman thinks also recommended: “I was satisfied so I told myself that on occasion I would return an order. ” she concludes.

An automatic subscription

In reality, the young woman did not even have a choice. A few weeks later, she received several emails from the delivery man “Postnl”. She is not paying attention to it: “I told myself that it was phishing. emails of scams as it often happens so I have not opened them,” recalls Aurore.

However. an email caught his attention: “I told myself that something was wrong when I saw an email from the brand,” she explains. “It was indicated that my package would be delivered tomorrow. I did not understand what it was since I had not placed any new order,” says his gift turns automatic subscription: Aurore.

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By acknowledgment of conscience, Aurore goes to her bank account: “This is where I discovered that I had taken the sum of 27 euros,” she announces. Shocked, Aurore connects to the brand’s website: “In my profile, several options were checked as if I had subscribed. However, I have never chosen anything, ”gets angry with the young woman.

Aurore puts her subscription immediately on pause and contacts the brand’s support. She receives an answer quickly. The brand confirms that it encounters certain problems with Orange customers: “We encounter some concerns with the orange promotional codes which do not clearly specify that Justrussel works with a subscription system”. can be read in the email. The brand offers him two solutions. either his gift turns automatic subscription: keep the kibble and stop his subscription or return the package and benefit from a refund: “I had already stopped my subscription on the site and as I was happy with the kibble I kept them but I remain shocked,” she confides.

Aurore does not understand how the brand was able to take money directly from her account: “What surprises me is that they were able to take directly from my account without my agreement. ” she continues. For the young woman, this is a lack of communication: “I do not understand. On the Orange application, we always have the opportunity to benefit from a promotion. If there are concerns why continue? She wonders.

His gift turns automatic subscription:

The brand’s response

We his gift turns automatic subscription: contacted the brand “Just Russel”. The brand’s co-founder. Victor Montreu, is sorry that such a situation could have occurred: “We are trying to be as transparent as possible with our customers,” he explains. Indeed. it is indicated several times during the process that the brand works with an automatic subscription system: “This is a point on which we work because we know that some people place an order quickly and can therefore miss the information,” he specifies.

The brand tries to highlight this information as much as possible: “In addition to the many his gift turns automatic subscription: indications. we send an email and the same a WhatsApp to be certain,” adds the brand. Since the launch of the collaboration with Orange, 4,426 customers have been able to benefit from the exclusive offer. Only 45 people have submitted a reimbursement request: “This represents around 1 % of the users concerned,” said the founder of Justrussel.

Same observation on the Orange side: “We have not received any similar complaints concerning Just Russel. other partners,” says Romain Bertrand, Orange press secretary. This incident being isolated, Orange continues to continue its collaboration with the brand.

The most likely explanation seems to be that Aurore has lacked attention by placing his order: “The person can always contact the after-sales service. to modify their subscription directly on their profile”, specifies Victor Montreu.

On the purchase test side, no similar complaint or situation concerning the Just Russel brand has been recorded. This situation, although unfortunate, therefore seems his gift turns automatic subscription: to be an isolated case.