2023-11-28 18:49:49
Procon-SP notified Mercado Livre and Magazine Luiza due to the high volume of complaints registered by consumers during in-person or online purchases during Black Friday 2023.
Companies must provide clarifications on the use of discount coupons during the promotion, including application, quantity, values and method of use.
In addition, retailers will have to provide clarifications about their service channels, involving the use of artificial intelligence, and how companies resolved problems with applications being down and the discounts offered not being applied.
O Digital Look contacted the advisors of the notified companies to obtain a statement and is awaiting a response.
Read more:
Balance of complaints during Black Friday
During the promotion period, São Paulo’s consumer protection agency received more than 1,500 complaints from consumers with some type of problem in relation to the offers.
The majority are related to delays or non-delivery of products, with a total of 476 complaints, equivalent to 30% of complaints. Other problems are related to price changes (221); order canceled after completion of purchase, discounts that did not correspond to reality (193); and product/service delivered different from the order, incomplete or damaged (135).
Check out the companies with the most complaints:
Mercado Livre – 256;Carrefour – 86;Grupo Magazine Luiza – 85;Grupo Via Varejo – 53;Amazon – 40.
Supervision of street commerce
In street commerce, Procon-SP found that 163 locations, of the 331 visited, carried out practices that did not comply with the Consumer Protection Code. These practices are related to problems in product price information, such as: lack of cash price or price information without clarity and precision; and disclosure only of the value of installments, without informing the total price or the interest rate.
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