A mako investigation says consumers who buy through Super-Pharm’s website are increasingly finding that the chain disclaims responsibility when orders go wrong, because the site functions as a marketplace for outside sellers. According to the report, customers who paid extra for the perceived security of buying from a major Israeli brand were often left without products, without money, and with only limited help from Super-Pharm’s customer service.
The article cites several cases. Tsvika Lutan bought a heart-rate watch for about NIS 200, could not get it to work, and spent weeks being bounced between Super-Pharm and the seller before receiving only a partial refund. A customer named Sharona ordered two “Air Pro Dreamy” hair devices for NIS 2,506 in early April; Super-Pharm promised delivery within seven business days, but after a month the order was marked as delivered even though nothing arrived. Only after repeated pressure and threats of legal action did she get her money back.
Other complaints described a console table worth NIS 1,098 that never arrived for three months, a Dyson vacuum for NIS 1,028 that came with an incompatible plug and a dead battery, and a trash bin priced at NIS 99 plus shipping that was delivered far beyond the promised 2 to 5 days. In several cases, customers said Super-Pharm redirected them to the outside seller, who stopped answering, while emails and chatbots produced generic replies such as “the matter is being handled.”
The Consumer Council says Super-Pharm is not allowed to wash its hands of responsibility when it presents, sells and collects payment for the product. The group says consumers should send a written cancellation notice to both the seller and Super-Pharm, and if payment was made by credit card, immediately request a “full failure of consideration” stop through the card company. The council also says buyers may be entitled to damages of up to NIS 10,000 in small claims court in cases of deception or unlawful refusal to cancel.
Super-Pharm said customer satisfaction is a central value, that the cases were individually reviewed and resolved, and that customers were refunded, with compensation offered in some cases. The chain added that sellers on its site must meet high standards, and that it can suspend or block sellers who seriously violate them.
