Consumers reported that e-commerce sites refuse to refund the value of the goods and products they bought from them, despite the return of goods after they discovered that they are defective, demanding to tighten control over those sites, and organize awareness campaigns for consumers of their rights and duties in e-commerce.
For their part, two officials at two e-commerce sites, told «Emirates Today», that the refund of consumer money in the case of defective goods takes time depending on the type of commodity, especially that there are certain procedures to be followed, pointing out that some consumers do not keep the guarantee, which is impossible With him complete the procedures to get their money easily.
In turn, the Ministry of Economy confirmed that the consumer has the right to choose the way to deal with the defective commodity either by replacing, repairing or recovering the price, stressing the need for the consumer to obtain a guarantee at the time of purchase, and retain it as a prerequisite for the replacement of the commodity or to recover the price of e-commerce sites.
Purchase coupons
In detail, consumer Farid Mohammed said that he bought four mobile phones from one of the foreign e-commerce sites registered in the country, but after receiving the phones discovered that they are defective, and there is a clear defect, as they do not accept shipping, pointing out that he returned the phones to the source directly, and pay Refunds.
He added that despite the initial approval of the site to receive the amount, but so far, after more than three months, did not receive his money, pointing out that the site refused to recover the amount due without giving a reason, despite the existence of the guarantee and all the purchase documents. Instead of paying for the phones, he said, the site sent him vouchers.
Complaints
According to Mohammed, he filed complaints with a federal agency and then a local authority, but to no avail, noting that he was finally informed that the complaint should be registered in another emirate because the site had obtained its license, which took a long time to find out about the emirate. , Especially since the location of registration and licensing of the site is not clear to consumers.
He called for censorship on e-commerce sites, and take strict and urgent action against some of them, to deter them from malpractice, and to quickly resolve consumer complaints about those sites.
difficulty
The consumer, Ahmed al-Zarouni, said that he bought electrical appliances from an e-commerce site, but was surprised that they are almost disabled, and not working properly, decided to respond, but the company responsible refused to get the value of the devices, despite the passage of more than two months, and send complaints to the authorities Concerned.
He added that the company informed him of the difficulty of refunding his money, because he did not find the guarantee for those devices and installed in the company's papers, calling for quick action to refund the amounts to consumers, because they are large sums, especially when buying electrical goods and electronics, and demanded campaigns to make consumers aware of their rights and duties in trade e.
Awareness campaigns
Consumer Latifa Al-Nadi said that she bought a coffee machine and some drinks, but that the machine broke down after using it only twice, pointing out that she insisted on recovering the price of the machine after discovering that it is defective, but the site from which she bought it refused, due to the lack of Guarantee with it.
She said she was ignorant of the importance of security in the case of e-commerce, especially since she bought many goods from the same site, and was good, did not need warranty, demanding campaigns to educate consumers about their rights and duties in e-commerce, as a fairly new business, and many consumers are ignorant of its sound rules .
Intransigence
In the same context, consumer Huda Ali said that it relies on many websites to buy a lot of products, because of the ease of purchase, and the quality of the goods in most cases.
During the recent period, it had noted intransigence in replacing goods and reimbursing buyers in case of defects, whether or not there was a guarantee.
She noted that she filed a complaint with a local department when the site refused to refund the price of a suitcase after it discovered apparent defects, although it retained the guarantee, and the Department informed her long afterwards that the complaint should be registered in another emirate, since the site was not registered in that area. The emirate, which took a long time to complain, because the location of registration and licensing site is unclear to consumers, demanding to facilitate complaints, and the speed of resolution.
Certain actions
For his part, an official in an e-commerce site, who preferred to remain anonymous, said that the process of refunding consumers in case of defective goods takes time depending on the type of commodity, especially that there are certain procedures that must be followed to verify that the commodity is defective, because some consumers take time after Goods delivery process.
An official at another site, who gave his name only as M, agreed with the first official, pointing out that some consumers do not keep the guarantee, which makes it difficult to complete the procedures to get their money easily.
Risks and disadvantages
In addition, retailer Ibrahim al-Bahr said that consumers have the right to get their money back in the event of manufacturing defects in the commodity, and that no company has the right to force any consumer to accept a commodity instead of a defective product, according to the Consumer Protection Law.
Al-Bahar said that the discovery of defects in the commodity after buying it is one of the risks and disadvantages of e-commerce, because there are goods that must be examined before buying, and to verify the quality, and they are completely sound, especially electronics, pointing out that many companies are now delivering the goods by mail, not Through its staff, making it difficult to check before buying and return the item in time.
Security
The sea stressed the importance of consumer insistence on obtaining and maintaining the guarantee to facilitate the replacement of the commodity or refund in case of emergency.
He explained that the issue of registering sites in the emirate, and the requirement of the complaint in the emirate itself, makes the subject difficult for consumers, because they face difficulty in identifying the point of complaint, which consumes a long time and effort from the consumer, and may make some consumers take a negative approach in defending their rights.
Al-Bahar demanded the websites to write their original centers and places of obtaining licenses, to facilitate consumers and face any wrong behavior on the part of some sites.
freedom of choice
Dr. Hashim Al Nuaimi, Director of Consumer Protection Department at the Ministry of Economy, said that consumers have the right to choose how to treat the defective commodity freely, either by replacing, repairing or recovering the defective commodity, taking into account the type and nature of the defective commodity, and how long it will take. Processing process.
Al Nuaimi added that this applies to traditional trade through outlets and shops in the UAE, as well as through e-commerce companies and websites.
He stressed that there is a need for the consumer to be aware of his full rights before buying from e-commerce sites, especially the need to obtain a guarantee at the time of purchase and retention, because the existence of the guarantee is a prerequisite for the replacement of goods or refund of the price.
Al-Naimi said that the licensing of sites in some emirates aims to support the monitoring of these sites, so that the local department can withdraw the license in case of violating the law, which ultimately is in the interest of consumers.
Follow up the complaint
The head of the Consumer Protection Department at the Ministry of Economy, Dr. Hashem Al-Nuaimi, said that resolving some complex complaints takes time to ensure that consumers get their rights.
Al-Naimi stressed the importance of consumers being positive, sending complaints to the Ministry of Economy and local economic departments, and then follow up the complaint until a decision is issued.
• E-commerce site confirmed that refunding consumers in case of defective goods takes time depending on the type of commodity.