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The Procon from São Paulo had a 100% increase in complaints related to online shopping: in the first quarter of 2019 there were 17,108 cases, in the same period in 2020, 35,789. Product delay or non-delivery, billing issues, and defective products are among the top questions.
“The trade is ready to sell, but it is not ready to deliver. It is unacceptable that at this time of pandemic, when online shopping is the only alternative for people, companies cause so many inconveniences, “says Fernando Capez, secretary of consumer protection, in a note published on the State Government Portal de São Paulo. “Procon SP, as a consumer protection agency, will fine companies that act in violation of the law,” he adds.
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Case growth
In 2016, there were more than 37 thousand calls; in 2017, more than 39 thousand; in 2018, more than 41 thousand and in 2019, more than 78 thousand. In other words, the first quarter of 2020 alone (35,789) already accounts for almost half the number of complaints last year.
In addition to the above complaints, consumers also dispute problems with the contract, order or quote, service not provided, purchase cancellation and delivery other than the order.
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