A Cooper's Customer Service Nightmare That Shouldn't Happen

I'm still trying to process what happened on October 10th, 2025. I placed order number N82493648885 through Cooper's online service, purchasing pet food from 'Mir Khvostatykh' for a total of 2,765.00 rubles plus 69.00 rubles in service fees, bringing the grand total to 2,834.00 rubles.

The order was supposed to include the following items:

1. Royal Canin Renal wet cat food with chicken in sauce, 85g - 4 units.2. Royal Canin Gastro Intestinal Moderate Calorie wet cat food with poultry in sauce, 85g - 6 units.3. Royal Canin Urinary SO wet cat food, 85g - 6 units.4. Omega Neo+ Shiny Coat treat, 45g - 1 unit.5. Royal Canin Vet Diet Gastro Intestinal wet cat food, 85g - 4 units.6. Royal Canin Vet Diet Renal beef wet cat food, 85g - 6 units (which, unfortunately, was out of stock).So, the final order was supposed to consist of 5 items weighing a total of 1.8kg.

I received a completely different product, which was:

1. 3.5 kg of 'My Pet Zoo' bedding - 1 unit.2. 900g of 'Little One' food for pet rabbits - 1 unit.3. 20L, 8.4kg of 'Kotira' bedding - 1 unit.What really gets my goat is the fact that I got the wrong product. I mean, who orders food for marine rabbits by mistake? And to make matters worse, I got 13kg of it instead of the 1.8kg I ordered. That's just crazy talk.

Apart from the cost of the delivered item, which was 1640.00 (One thousand six hundred forty) rubles 00 kopecks, significantly lower than the amount I paid for the order, I've got some issues with the shipping.

According to clause 2.1.1 of the Terms of Service for Kuper Delivery S2S (version 25 July 2025), Kuper is supposed to provide a comprehensive delivery service to the recipient, either on their own or through third-party partners. Meanwhile, I'm expected to pay for these services according to the tariff in this agreement.

Just to clarify, Kuper/Partner doesn't act as a salesperson for the items sent to them by the client, and they're not the owners of these items.

I chose the 'door-to-door' delivery option, but the courier didn't even bother to call me, and I didn't receive a photo report on the delivered item, which is another breach of the service conditions.

As per article 1, section 10 of the Russian Federal Law 'On Consumer Protection', the seller is obligated to hand over the item to the consumer in accordance with the description. Unfortunately, the item I received didn't match the description and order details, which is a blatant breach of the sales contract.

I reached out to the 'care' team to request a refund and organize the return of the incorrectly delivered item, but I was denied a courier pickup and told to deliver the 13kg item to the store myself, which would have cost me an extra 500-600 rubles in taxis, depending on the time of day and traffic. Considering I didn't buy the item at the 'World of Whiskered Ones' store, and the receipt was just an electronic payment for the item that wasn't delivered, the 'Cooper' team basically told me that items that weren't delivered aren't eligible for return. So, I had no way to prove to the store that they should take the return, and they could just dismiss my return request without a hassle. I'd have to pay to take the 13kg item back to the store myself, which would be a loss of 1,000-1,200 rubles from my pocket.

I tried to get a reasonable response from the 'care' team at 'Cooper' from October 10 to 12, but all I got were generic apologies and a 'not our problem' attitude. To make matters worse, they initially gave me a 2-day return window, but then extended it by 5 days.

I sent a direct message to the 'Mir Khvostatykh' store website on October 13, suggesting a way to resolve the issue sensibly - the courier brings me the items I ordered, and I hand over the unwanted goods to the store. But my message was completely ignored, which told me that they wouldn't accept the return even if I had brought it myself.

On the same day, October 13, I consulted with a lawyer, and they helped me draft a pre-trial claim. Along with a package of screenshots of my correspondence with the 'support service', the order details, the receipt, and photos of the 13kg of substandard goods delivered to me (all attached to this post), I sent it by registered mail to the legal address of 'Cooper' - OOO 'Instamart Service', 142111, Moscow, outside the city, municipal district of Shcherbinka, Shcherbinka, Kutuzov Street, house 12. I sent the same thing to the Cooper service's email address [link]/[link]. On October 15, I also sent a statement with copies of the documents to Rospotrebnadzor.

On October 17th, I got an automated email from 'Kupera' with no relation to the pre-court dispute. It was another one of those 'please submit your request on an official form with a seal and signature' emails.

On October 21st at 3:18 PM (Moscow time), someone from 'Kupera' called me from +74992881138, claiming to be about the return of my order from 'Mir Khvostatykh'. A lady, who didn't introduce herself, promised that a courier would come to pick up the return at a time that suited me, and I'd get my money back! We agreed on a time - October 22nd between 7 and 8 PM. She kept talking about how sorry they were and how they'd never do it again. On October 22nd, no courier came to pick up the return, and no one called.

I've got 10 calendar days from the date I received the pre-court dispute to make a decision and notify the other party. Since the automated email from the bot arrived on October 17th, I'm counting the days from then. If I don't hear back from 'Kupera' by October 27th, I'll be filing a lawsuit in court.

I've got to say, the service fee of 69 rubles when placing an order is pretty eye-opening. I mean, that's what I'm paying for this kind of service? The operators seem to be confused - one promises to send a courier for 59 rubles, while another claims they can't send one at all, and I end up getting misled! I just don't get it - there are no rules, no organization, and no guidance whatsoever? Is anyone accountable for anything? It's basically like going outside and handing your card with the PIN code and a list of products to the first person you meet, asking them to bring the products from the store, and then sitting at home waiting for the SMS about the money being deducted from your card, only to realize no one has brought the products. It's exactly the same thing! No guarantee of delivery or a refund!

To make things worse, I've had issues with 'we won't be doing this anymore' - on October 17th and 20th, I placed two orders through the 'Kupar' service (funnily enough, when you place an order directly from Asov, 'Kupar' still collects and delivers it). On October 17th, instead of the shampinons, can of beans, iceberg salad, sweet pepper, dozen eggs, bread, and black bread worth 635.93 rubles, I got around 20 packs of 'Every Day' paper towels (!!!). On October 20th, I was supposed to get frozen cranberries, frozen cherries, salmon steaks, but they didn't deliver it (although the money was deducted!), and this time the delivery was done in person, so 'Kupar' couldn't swipe my money again, and I got a refund. From now on, I won't be using 'Kupar' again, and I wouldn't recommend it to anyone.

So, dear fellow citizens, I strongly advise you to do the following:

1. Never opt for doorstep delivery.2. Check your order one last time with the courier, even if they're waiting and it's a hassle.3. If something's not right, don't hesitate to cancel your order and have the courier pick it up for a return. Then, immediately submit a return request to their 'customer support' team - trust me, you'll want to!4. If you've had a similar experience, don't give up. Fight for your rights, send a pre-court appeal, draft a lawsuit, and reach out to Rospotrebnadzor. These types of claims are exempt from court fees, and the defendant will be responsible for all court costs. You can also claim compensation for emotional distress and 50% of the fine for not meeting consumer requirements - all without needing to pay a single kopek.But honestly, the best course of action is to never, ever order from them in the first place. Stay healthy!