Shoppers have had a rough time navigating online purchasing, which is rife with ‘deceptive practices’
Lost your password? Please enter your username or email address. You will receive a link to create a new password via email.The Consumer Goods and Service Ombudsman put R12.1 million worth of refunds for goods and services back into consumers’ pockets, ruling in their favour 60% of the time during the last financial year.
Of the remaining 7,838 cases, 60% resulted in a favourable outcome for consumers, resulting in R12.1 million being recovered for consumers. This was less than the R12,9 million recovered in 2022/23 when the ombud ruled in favour of consumers in 55% of complaints handled by the office.
Soobrathi said this is partly because of the nature of online shopping. In brick-and-mortar stores, customers have the opportunity to inspect goods and – except for furniture or large appliances – generally do not rely on the supplier to deliver. And, if goods are defective, the return and refund process is often handled in-store.
CGSO CEO Queen Munyai said the membership fees paid by these businesses makes it possible for the office to provide “a free, independent, alternate dispute resolution service that benefits everyone”.
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