Customers who buy through Super-Pharm’s website say the chain often disowns responsibility when third-party sellers fail to deliver, leaving shoppers to chase outside vendors for refunds, replacements or answers. The report says the company operates its online store as a marketplace hosting hundreds of external sellers, but when orders go wrong, Super-Pharm’s service staff often redirect customers back to those sellers and refuse to cancel transactions themselves.
One customer, Tzvika Lutan, bought a heart-rate watch for about 200 shekels that did not work. He says he was bounced between Super-Pharm and the seller for weeks, sent the watch back at his own expense, and eventually received only a partial refund, still fighting to recover the shipping cost. Another customer, Sherona, ordered two advanced hair devices in April for 2,506 shekels. Super-Pharm promised delivery within seven business days, but after a month the package had not arrived even though the site showed it as delivered. She says the seller admitted a delay with the importer, yet Super-Pharm insisted only the seller could cancel the deal. She was refunded only after repeated pressure and threats of legal action.
The article describes similar complaints involving a 1,098-shekel entry console that never arrived after three months, a 1,028-shekel Dyson vacuum that arrived with the wrong plug and a defective battery, and a 99-shekel trash bin that was repeatedly delayed until the buyer finally received a refund. In the vacuum case, the family says their calls, chatbot messages and emails produced only generic replies such as “the matter is being handled.”
The Consumers Council says the legal responsibility is not limited to the outside seller. It argues that a site that presents the product, runs the purchase process and charges the customer, such as Super-Pharm, cannot avoid liability when there is non-delivery, a faulty product or misleading pricing. The article says consumers should notify both the seller and Super-Pharm in writing, ask their credit card company to stop payments for “full failure of consideration,” and in some cases seek statutory damages of up to 10,000 shekels in small claims court. Super-Pharm said the complaints were checked individually, customers were refunded, some were offered compensation, and sellers that violated standards were suspended or blocked.
