The National Consumer Service (Sernac) began an inspection of the Cruz Verde pharmacy after receiving more than 2,780 complaints related to massive cancellations of purchases made during the Black Friday 2024 promotions. The affected consumers expressed their discontent due to the unilateral cancellation of their orders, generating a wave of complaints on customer service platforms.
What motivated the complaints in pharmacies for Black Friday?
The controversy revolves around the use of the promotional code “5MILBF”, issued by Cruz Verde to compensate for delays in previous deliveries. However, the pharmacy did not clearly specify that the discount was intended for a specific group of customers, which led to numerous consumers applying it to their purchases. The transactions were initially confirmed, but later voided without proper explanation, leaving users uncertain.
Lack of clarity in the conditions
According to the Sernacthe terms and conditions of the promotional code were not communicated transparently. The institution pointed out that the promotion generated expectations in consumers by not detailing that the benefit was exclusive to certain customers. This would have led to the massive use of the discount, leading to the subsequent cancellation of orders by the company.
Consumer reactions
The injured customers claim that, after receiving confirmations of their purchases, they were notified of the cancellation of the orders without receiving satisfactory explanations. For many, this lack of clarity and the subsequent cancellation constitute a violation of their rights as consumers, which motivated complaints to the Sernac.
Sernac measurements
In response, the Sernac He notified Cruz Verde to provide details on the management of the promotion. The entity demands explanations about how the target audience of the code was determined, the criteria applied to cancel purchases and the measures taken to avoid confusion in the future. This inspection process seeks to determine if the pharmacy engaged in practices that violate the Consumer Law.
