During the year-end holidays, consumption in the country rises considerably. As part of its ‘Safe Christmas’ information campaign, Indecopi published the main problems that recurringly affect users this season when buying gifts, or Christmas dinner, among others.
What are the main complaints for Christmas?
From March 2020 to November 2022, the indecopi received 816 reports through its Special Monitoring Center (CEMI), of which it was identified that, the ‘problems with product delivery’ (432 reports) are the most recurring, either because consumers do not receive their purchase or the products arrive incomplete.
It should be noted that the consumer has the right to receive the product according to the characteristics and conditions offered by the provider.
The second most reported problem is ‘no refund of requested money’ (151 reports). In the event of default by the provider, the consumer has the right to demand that the amount he paid for the product or service be returned to him.
The product failure (98 reports) is the third most reported problem in this period. In this regard, Indecopi reminds consumers that they have the right to receive the product in good condition and that it must fulfill the purpose for which it was purchased.
Void customer purchases without prior notice (89 reports) was also a recurring conflict; For this reason, it is important to remember that if the company cancels the purchase made without any reason, the consumer must request the Complaints Book and present their claim immediately to the supplier, who has a maximum period of 15 business days to respond.
Finally, the improper charges (46 reports) also generate discomfort in users. The companies charge amounts that were not established in the contract or are not allowed, a practice that is prohibited and that can also be claimed from the provider.
Which are the companies with the most reports?
The indecopi reported which are the items most reported by citizens: Christmas products, department stores, supermarkets, telecommunications and virtual platform.
Likewise, the companies most reported by Peruvians at Christmas are: San Fernando, Saga Falabella, Peruvian Supermarkets (Plaza Vea and Vivanda), Ripley and Cencosud (Metro and Wong).
He added that most of the reports come mainly from the regions: Lima, Arequipa, La Libertad, Lambayeque and Piura.
It is important to indicate that the Indecopi Special Monitoring Center (CEMI) channels the problems that affect consumers and that allows actions to be taken to reduce the risks suffered by citizens in consumer relations.
Consumer service channels
If the providers do not comply with what is offered, citizens can file a free claim with Indecopi through its service channels:
- Platform “Virtual Claim”: https://enlinea.indecopi.gob.pe/reclamavirtual/
- Telephone lines: 224 7777 (Lima), and 0 800 4 4040 (regions)
- Email: [email protected]
- If the provider refuses to deliver your Claims Book, you can report it via email: [email protected]