Clipping of news on Brazilian Culture, Law and Citizenship
 


Consumer News

Complaints about the Procon RJ-commerce grew by 6.4% in 2012

17/07/2013

This article was translated by an automatic translation system, and was therefore not reviewed by people.



 


Survey considers the ten companies in the industry with more complaints. In the first half of 2013, Procon now records 887 records

Since May 14, the decree regulates the Consumer Defense Code (CDC) in relation to e-commerce / AP Jeff Chiu

BRASILIA - Procon RJ Survey shows that 6.4% increased the total number of complaints in the state against the ten-commerce companies that are in the top rank of complaints on the organ, from 2,178 in 2011 to 2,317 in 2012. In the first half of this year, there were 887 records. The Chairman of the Board, John Oliveira, explained that the complaints relate mainly to issues of security, service delivery, misleading advertising and product delivery. He noted that there is an increase in complaints near dates, such as Mother's Day and Father's, due to increased demand for goods and services.

- Electronic commerce has grown in recent years. And, inevitably, the growth, problems occur, particularly on festive - highlighted.
On Sunday, GLOBE showed that the committee responsible for updating the Code of Consumer Protection in the Senate proposes clear rules for e-commerce and other businesses closed the distance between them telephone sales. The concern is the increase in the number of trades over the internet and therefore violations of consumer rights. The bill proposes related to commerce, including differentiation for exercise of repentance in the case of consumer purchases of airline tickets and land. Instead of the seven days provided in CDC, regulatory agencies may make special rules governing the subject.

According to the survey of Procon River, in the case of B2W (segment Americanas.com), fell from 1,485 to 1,166 the number of complaints between 2011 and 2012, but the company has remained at the top of the rankings in the first half of 2013, with 341 complaints. Against B2W (segment Submarine), there were six complaints in the first six months of the year. When contacted, the company did not comment on the data.
Secondly, was the New Dotcom, Grupo Pão de Açúcar. The Procon River received 260 complaints against the company in 2011 and other 232 in 2012. In the first six months of this year, there were 190 records. The group said it "bases its actions in accordance with the Law, and assumptions that ensure rights and good service to customers." Stressed that has worked on improving the quality of its services and that many initiatives have already been implemented and resulted in important advances in recent years. "Other initiatives are under implementation and will result in higher customer satisfaction and the consequent reduction of the demonstrations," he added.

Thirdly, Groupon suffered 567 complaints in two and a half years. The company stressed that "acts proactively to offer a differentiated service to its customers and is committed to ensuring not only compliance with the Code of Consumer Protection, but also higher levels of satisfaction among its users." Groupon also reinforced the commitment to offer products and quality services for all Brazilian consumers.
Against the company Leader.com, 44 complaints were registered in 2011. In 2012, the number rose to 139 in the first six months of this year to 176. The company said that due to the rapid growth of its sales in the last two years (2135), changed the "logistics operator in 2012 when we generated the most complaints." "This issue was addressed and timely to facilitate the contract with the consumer, we created an ombudsman and a channel for online relationship with Procon RJ," said

With 189 complaints since 2011, Peixe Urbano, in turn, pointed out that, during the study period, the number of complaints was less than 0.01% of the company's sales in the state. Also reported that, in 2012, implemented new service channels 24 hours a day, including telephone and online chat for users from all over Brazil. "Our priority is to ensure the best experience for our users and the quality and reliability of all published offers. For this, we constantly invest in improving all processes, from the selection of the best partners to prepare each of the offerings and customer service, "said Peixe Urbano, who added continue investing to reduce the number of complaints.

The Free Market and the Mercado Pago, the same group, received 189 and 188 complaints, respectively, in two and a half years. The company said it "is continually working to provide the best experience to more than 85.7 million buyers and sellers who use" of its platform. Also pointed out that, to use the site, both sellers as buyers should follow the Terms and Conditions of Use, which define appropriate practices to stay active on the site. "We offer a button for reporting on all ads on the site for anyone to denounce actions that are against the law, the Terms and Conditions of Use MercadoLivre.com, or offer any apparent damage to the community. Users who break the site rules have their registration canceled, "he said.

The Netshoes, in turn, had 104 complaints in two and a half years. The total number of complaints increased from 25 to 52 between 2011 and 2012 and reached 27 in the first half of this year. The manager of corporate affairs of the company, Renato Mendes, calculated that, on average, there were three complaints a month, a small number for a company that carries between 25 000 and 30 000 orders monthly, in his view. He also said that the rate of conflict resolution firm exceeds 95%.
- The commitment to the customer is the U.S. company. We have very clear that concern the relationship with customers. The volume of complaints, proportionally, has declined - said.

Finally, Centauro.com had 70 complaints in Rio since 2011. The number dropped from 43 to 13 in 2012 and rose to 14 in the first half of this year. Through a statement, the company found that its main concern is the quality of service to its customers. Reported that, since 2010, invests heavily in management systems to improve the time of delivery and customer service. "Over the past three years, reduced by 70% the number of complaints.
Proof of change and restructuring, the network won in December 2012 the seal diamond EBIT, note that the maximum body assessment gives stores based on consumer satisfaction, "he said.



Source: The Globe - Online

Our news are taken in full from our partner sites. For this reason, we can not change the contents of the same even in cases of typos.

This article was translated by an automatic translation system, and was therefore not reviewed by people.

Important:
The JurisWay site does not interfere in the work provided by doctrine, why only reflect the opinions, ideas and concepts of their authors.


  Subjects list
 
  Copyright (c) 2006-2009. JurisWay - All rights reserved.