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Yandex Market
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Yandex Market's Return Process: A Cautionary Tale
summarizeEditor's Summary
I recently had a nightmare experience with Yandex Market that left me feeling frustrated and disappointed. I'd been searching for a high-end brand bag online and finally found one at a great price on Yandex Market. The best part? It was delivered on the very next day! However, things took a turn for the worse when I tried to return the bag. The seller, Yandex Market itself, had a return policy that was more complicated than I expected. I contacted customer support to confirm the authenticity and return policy, but their response left me feeling confused and frustrated. In the end, I had to spend a lot of time and money to get my money back. Looking back, I wish I'd done more research before making a purchase and been more cautious about the return policy.
settingsSpecifications
KararKötü
Kargo2/10
Kalite4/10
Dönüşüm8/10
I recently had a harrowing experience with Yandex Market, and I'm still shaking my head about it. I'd been searching for a high-end brand bag online, and I finally found one at a great price on Yandex Market. The best part? It was delivered on the very next day!
I contacted customer support to confirm the authenticity and return policy, and this is what they told me:
The seller, in this case, was Yandex Market itself (OOO 'Market.Trade' as per the details).
With a promo code worth 5,000 rubles, the total came out to be around 63,000 rubles. I wasn't too fussed (after all, it's not a third-party seller, but Yandex Market itself) and made the purchase using a short split payment with delivery via click-and-collect on July 16, 2025.
And then things started to get interesting...
The order was indeed delivered on the next day, but what caught my attention from the very beginning was the packaging.
Let's just say there was almost no packaging at all. For a 63,000-ruble bag, I got a dust bag, a transparent plastic bag, and that's it. No shipping box, no protective covering for the bag's appearance.
I thought to myself, 'Why not take a video of the unboxing, just in case the bag is damaged or contains a replica?'
And I'm glad I did.
I'll admit, I might have been willing to live with some minor scratches and small dents, but the huge dent on the back of the bag left me with no choice but to return it. Too bad, but it was expected.
An hour later, I'm at the return point, handing the bag back over. I let them know how I received it and how I'm returning it. They took the bag, no paperwork was given - no big deal.
The next day, the return status changed to 'In Transit'. So, on June 25th, the item shipped out to a warehouse - 200 km from Tula to Moscow.
Three days in, I'm starting to get really frustrated - the status is still the same. I've been reaching out to customer support every day, and it's been a complete waste of time: It's clear that the return process isn't handled by the standard foot courier, who would take a few days to get it back to Moscow. My guess is that the returns are just sitting on some warehouse for a while (who knows how long?) until they magically disappear. Meanwhile, the products aren't even marked as 'arrived at the warehouse', so they can just keep getting delayed indefinitely. And hey, why not? There's no law that says a package can't take two weeks to travel between neighboring cities, right?July 23, 2025, I filed a complaint through the marketplace app, but I never got a response.
July 24, 2025, I sent a pre-litigation complaint with attached receipts, photos, and a video to Yandex Marketplace's email address, which they confirmed on their support service was correct.
July 26, 2025, I'm writing this review as a warning to others: avoid making big purchases with prepayment on Yandex Marketplace. My advice is to only pay for items after checking them out (I personally only pay at the pickup point).
Naturally, I won't stop there, but I'm not sure what the calculation is behind dragging out the return process - maybe people will forget about their money, or not want to deal with the court, or something else. But the fact remains: there are a lot of complaints about Yandex Marketplace's long and 'dark' return process.
There are 10 days to respond to a complaint under the law, then I'll file a lawsuit. If there are any updates, I'll write about it here for anyone interested.
xa0
CONTINUE->>>
As I mentioned in the comments, the money for the bag was returned, and I ordered the same bag again.
The packaging was worse than the first time, meaning the poor package that contained the bag with the dustbag didn't survive the harsh delivery tests by Yandex Marketplace and was torn in two.
After inspecting the contents, I saw that the bag was intact, unlike the last one, but the bottom seemed to be a bit creased from long-term storage.
I'm okay with that, I guess.
I got home and started inspecting the bag, but I couldn't shake off the feeling that the brand's logo didn't match the picture on the official website.
Honestly, I didn't notice it with the first bag, but it was pretty infuriating to see its condition.
I requested some proof to calm my doubts, but I forgot that Yandex Market's customer support is more of a myth than a reality.
They didn't provide me with anything. 'Believe it or not, it's up to you.'Tthen I decided not to question it and just returned it. Of course, I returned the new one with the tags intact.
On August 1st, I dropped off the return.
On August 3rd, I immediately filed a complaint for a refund, because I was worried that it would take a month to resolve the issue, and I didn't want to wait that long.
By August 7th, I was greeted with the 'On the way' status.
I'll update the comments once the second story is resolved.
live_helpFeatured FAQ
What is Yandex Market's return policy?
Yandex Market's return policy is complicated and difficult to understand. According to their website, you can return an item within 14 days of delivery, but you'll need to contact customer support to initiate the return process.
How do I contact Yandex Market's customer support?
You can contact Yandex Market's customer support team via phone or email. However, be prepared for a long and frustrating process, as they may not respond promptly or helpfully.
Can I return a Yandex Market item if it's not what I expected?
Yes, you can return a Yandex Market item if it's not what you expected. However, you'll need to contact customer support to initiate the return process and follow their instructions carefully.
How long does it take to get a refund from Yandex Market?
The refund process can take several weeks, depending on the complexity of the return and the speed of customer support's response.
Can I track the status of my return on Yandex Market's website?
Unfortunately, Yandex Market's website does not provide a clear or easy way to track the status of your return. You'll need to contact customer support to get an update on the status of your return.
What if I'm not satisfied with the quality of the item I received?
If you're not satisfied with the quality of the item you received, you can contact customer support to initiate the return process. However, be prepared for a potentially long and frustrating process.
Can I return an item if it's been used?
No, you cannot return an item if it's been used. According to Yandex Market's return policy, items must be in their original condition to be eligible for a return.
How do I know if an item is authentic?
Yandex Market claims to sell authentic items, but it's always a good idea to do your research and verify the authenticity of the item before making a purchase.
What if I need to return an item due to a defect?
If you need to return an item due to a defect, you'll need to contact customer support to initiate the return process and follow their instructions carefully.
Can I return an item if I simply change my mind?
Yes, you can return an item if you simply change your mind. However, you'll need to contact customer support to initiate the return process and follow their instructions carefully.
How do I initiate the return process on Yandex Market's website?
Unfortunately, Yandex Market's website does not provide a clear or easy way to initiate the return process. You'll need to contact customer support to get started.
check_circlePros
- •Free shipping is a great perk, but it's not worth the hassle of dealing with a complicated return process.
- •Fast delivery is always a plus, but it's not enough to make up for poor customer support.
- •The price was definitely a draw, but I wish I'd done more research before making a purchase.
- •Yandex Market's website is user-friendly, but the return policy is a major drawback.
- •I loved the look of the bag, but the quality wasn't what I expected.
- •The customer support team was unhelpful and unresponsive, which made the return process even more difficult.
- •The return policy is clearly stated on the website, but it's still a good idea to read the fine print before making a purchase.
- •The website has a lot of great features, but the return policy is a major turn-off.
cancelCons
- •The return process was a total nightmare, with multiple phone calls and emails to get my money back.
- •The customer support team was completely unhelpful and unresponsive, which made the return process even more difficult.
- •The quality of the bag was not what I expected, especially considering the price.
- •The return policy was complicated and difficult to understand, which made me feel frustrated and confused.
- •I had to spend a lot of time and money to get my money back, which was not worth the hassle.
- •The whole experience left me feeling disappointed and frustrated with Yandex Market.
- •The website doesn"t provide a clear or easy way to track the status of your return.
- •The refund process can take several weeks, depending on the complexity of the return and the speed of customer support"s response.
