Retail second most complained about industry

shopping3 (1)The Commerce Commission has released its annual Consumer Issues report for 2017/18, which ranked retail as the second most complained about industry in the country – beaten only by online auctions.

Out of all the complaints made about retail, 24 per cent are about online retail, while the remaining 76 per cent are about other sales channels such as bricks-and-mortar, telephone and print.

“New Zealand consumers’ online spend continues to grow in double-digit percentages year by year,” the report said.

In the 2017 calendar year, New Zealanders spent $4 billion through both domestic and international online stores.

“Complaints show that some consumers have trusted the legitimacy of an online trader and then felt let down. This includes consumers complaining that they have not received products at all, along with other issues such as allegations of counterfeit and poor quality goods, delivery delays and purchases costing the consumer more than expected,” the report stated.

Additionally, the report found that traders are not necessarily fulfilling their guarantee and warranty obligations of properly considering a faulty product.

Consumers complained that they were regularly being enticed into store by in-store only offers, only to be unable to obtain the item or offer once there, and many believed retail staff regularly misrepresent the Consumer Guarantees Act during sales conversations.

Misleading pricing is the most common complaint in regards to the supermarket industry, with items being incorrectly priced or priced differently at the checkout.

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