Clipping of news on Brazilian Culture, Law and Citizenship
04/29/2015
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Consumers chafe at delay, cancellation without notice and lack of time for certain deliveries
Ana Paula with tables delivered late, in two stages, and only after complaint to GLOBOFoto: Domingos Peixoto / Domingos Peixoto
RIO - Wait sitting, if the chair comes, of course! The suggestion goes for a lot of people buying furniture sold as "prompt delivery", but whose delivery delay days, weeks or even months. The engineer Luiz Maneschy, for example, could only get cabinet bought Etna in Barra da Tijuca, in western Rio, three months after the acquisition and the fifth time the delivery was scheduled. In all the others, he was out in the cold.
- How not tell if the delivery will be in the morning or afternoon, it had to leave to go to work. Hence, they just did not come - Account. - It is very disrespectful. The buyer is available all day. The carrier does not appear and does not give satisfaction.
Each scheduled and unrealized delivery, Maneschy complained, and the explanations varied: the piece was missing in stock, the carrier took the wrong goods, the item was damaged on the way and could not be delivered.
- Not to mention that the company SAC is hell. I went to the store twice to try to resolve the situation. The attendants have good will, but can not do anything.
'It is no use blaming carrier'
Cases like the engineer are common, but by no means acceptable. Consumer protection experts say that the stores should only make promises backed by realistic calculations that take into account stocks, the type of goods, transit and even reasonably predictable weather.
- All factors used as pretexts by the companies are part of the business risks, which are embedded in prices - explains the lawyer Janaína Alvarenga, Protection and Assistance Association for Rights of Citizenship and Consumer (Apadic). - Informing the deadline, the company has to take into account everything that can go wrong.
The exception would be a fortuitous end, which can not be predicted, remember.
- And there is no blame on the conveyor because the consumer has nothing to do with it. If the carrier undertakes to deliver in 24 hours, the store should offer the customer 48 hours, or more, to have bank - says.
Thales Hueba ever been surprised to learn that the deadline for the couch, purchased on November 28, also in Etna da Barra, was January 19. Most impressive, however, is that only reached half of mobile.
Sought by GLOBE, Etna reported that deliveries were made and said that "if some on all sides so that problems of delivery and logistics are getting smaller." Argued that records less than 1% of dissatisfied customers in the State of Rio de Janeiro, where he sells on average 21,000 mobile per month.
Customer buying new, and shop slows again
It's not the first time that Carolina Pimental Cunha has problems with Oppa. Despite suffering with delayed delivery of a cupboard, she decided to take another vote of confidence and bought a side table on March 7. The deadline was already extended - until the 30th of that month. Still, the mobile has not arrived, and the company has not called or sent an e-mail to warn that there would be delays.
Carolina tried to call the SAC and, after several minutes waiting for long-distance call, give up. Until April 6, the product had not been delivered. She managed to speak with the SAC and the clerk said to wait 48 business hours to have some information. It was when he decided to complain to the Defense of the Consumer GLOBE. Only then the problem is solved: in short, the end table was delivered safe and sound:
- Two days after I complained to the Consumer Protection received the product. The store, at no time contacted me, not even to confirm the day of delivery. This is the second time I have problems with this company, but the first time I believed I could have been a one-off error. Apparently not, and disrespect to the customer's house rule.
Determined to change the look of one of the rooms of the house, Ana Paula Pires Costa, Botafogo resident, was also very disappointed with the Oppa, which delayed the delivery of their new furniture. On March 20, she bought two side tables in the virtual store, which marked delivery for up to 14 this month. On 20, tired of waiting, she also appealed to the Defense of the Consumer GLOBE.
According to Ana Paula, on the same day, a representative from the store contacted, commenting on the fact that she made the complaint in this section and in the day, one of the tables was delivered. The other reached four days later.
- It was the first and last time I buy a product in Oppa. I was disappointed with the lack of commitment and contempt for customers.
By note, Oppa reaffirmed that deliveries were made and added: "There are individual cases that we identify and try to solve in a personalized way. In some situations we need to involve outsourced areas, which ends up taking longer, but we try to solve the case as soon as possible. " The store also said that the consumer can choose the turn of delivery and sending SMS the day before so that the consumer is programmed, "serve on / turn chosen."
Source: The Globe
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This article was translated by an automatic translation system, and was therefore not reviewed by people.