Procon-SP published, at the end of 2020, a list with the main complaints from consumers regarding Black Friday purchases and the most complained about companies in the agency.
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In absolute numbers, the 5 retailers that had the most complaints were:
- B2W: former owner of the Americanas.com, Shoptime, Submarino and Sou Barato brands, which currently combined all operations and is called Americanas SA It had 74 complaints;
- Via Varejo: owner of the brands Casas Bahia, Ponto Frio and Extra.com.br had 54 complaints registered by the agency;
- Alpargatas: the owner of the Hawaiian brands Osklen and Dupe had 47 complaints;
- Kabum Comércio Eletrônico, currently controlled by Magalu, ended the period with 38;
- Magazine Luiza had 35
- Free Market with 22
Procon-SP also revealed which were the main complaints from consumers. Check out:
Price makeup (139)
When a company increases the price of a product before downloading it for Black Friday. About that, there are some websites that compare prices so you don’t fall into this trap.
Order canceled after purchase (109)
Price change at checkout (107)
Product or service unavailable (101)
Non-delivery or delay (89)
There were more than 940 calls registered until November 30th, with 630 complaints and 310 consultations. Procon-SP had a differentiated service on its website during the days of offers last year. In 2021, there is still no definition of the measures that the agency will take.
Positions
Sought out by the report, Via Varejo commented on the numbers saying that the complaints were one-off complaints and that it always maintains uninterrupted customer service during this time of year.
Alpargatas explained that in this period in 2020 it made “operational adjustments that did not allow the delivery of orders to be carried out at the speed that the company would like” and that for this year everything has already been resolved.
Mercado Livre stated that, in order to expedite the response to Procon’s demands, “it expanded by more than 30% the team of trained specialists focused on serving the body”.
Americanas SA, formerly B2W, and Magalu did not respond to the article’s questions until its closing.
Read the notes in full:
Via Retail
Via, the company responsible for the brands Casas Bahia, Ponto and Extra.com, informs that in 2020 it anticipated the start of Black Friday and the demands evaluated in Procon were mostly related to specific cases that were already being discussed. The company reinforces that, for the promotional date, they always maintain uninterrupted customer service via telephone, WhatsApp and social networks. The company reinforces its objective and concern to offer the best service and the best shopping experience to the customer.
Alpargatas Note
Alpargatas informs that, last year, it internalized its brand’s e-commerce. At that time, it was necessary to make operational adjustments that did not allow the delivery of orders to be carried out at the speed that the company would like. Therefore, it temporarily extended the deadline for deliveries and created a task force so that everything could be resolved and normalized as soon as possible. It was a one-off and atypical situation, which has already been fully resolved.
Free Market Note
Mercado Livre informs that, before and during Black Friday, it implements a new service structure, which includes more than 1/3 of all employees working in customer service in Brazil. Altogether, there are about 1 thousand professionals exclusively dedicated to solving doubts and eventual complaints from users. Due to the high demand of the period, these teams take turns to work on duty and offer the best possible experience to users. To support the work carried out by Procon, Mercado Livre expanded its team of trained specialists focused on serving the agency by more than 30%. With this, the company hopes to quickly respond and resolve consumer demands generated through the agency. In addition to working to reduce the average response time, the platform focuses its service work on the resoluteness rate, through which it works to address 100% of its users’ demands.
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