(MENAFN- Khaleej Times) It has always been the endeavour of traders to attract as many customers as possible by offering special products and services at prices that match the quality and specifications.
Towards this end, he even offers promotions and raffles. However, it is necessary for trade establishments to obtain permits to make such offers. All trade companies should adhere to this rule and get permits issued before they launch and publicise their offers and promotions.
Complaints & Responses
Not a lucky dog: A man complained against a pet shop for not giving him reliable information about the puppy he bought from them. He claimed that he bought the German Shepherd breed puppy from the shop for Dh6,000 and was told by the shopkeeper that it was five months old. However, when the complainant took the puppy to a vet for check up, the latter informed him that the dog was just three months old. The complainant felt cheated and wanted to return the puppy and get his money back. He felt he could not look after such a young puppy.
The Consumer Complaints Section summoned both parties and verified the complaint. The shop was informed by the section to take back the puppy and refund the complainant his money.
Customer fumes after being overcharged: A lady lodged a complaint against a restaurant saying she was repeatedly overcharged by its staff. She said she had placed an order for a pastry. However, when she received the bill she discovered the eatery had charged her Dh5 more than her actual bill. Calling the restaurant "unreasonable", the complainant said this was the second time the restaurant had overcharged her as once previously also she had discovered that they had added some additional amount to her bill.
The Consumer Complaints Section investigated the complaint and summoned both the parties. The restaurant was told to repay the lady her money, and was warned against repeating the offence. The restaurant was also informed to double check the bill before delivering orders to clients.
Furniture sets not assembled after delivery: A man complained against a furniture shop claiming he purchased furniture sets from the shop for Dh190,000. However, when the furniture was delivered to him, the staff assembled and fixed the furniture set only partially and was reluctant to fix the other sets. The complainant added that he paid the shop a sum of Dh132,000 in advance and yet was not given the required services.
The Consumer Complaints Section verified the complaint and contacted both the parties. It was found that the house of the complainant was still under construction and there was no staircase to carry the furniture to the upper floor. Also, there was a water leak, which hindered the fixture of the other furniture sets.
When contacted, owner of the furniture shop assured the section that the furniture sets were ready to be installed, and promised that once the construction works inside the house get over, the rest of the furniture would be assembled. The section called the complainant and solved the issue in an amicable manner.
(Compiled by Salah Al Deberky)
The promotion events control section, at this point, ensures the credibility of these offers and decides whether the trade establishments are worthy of getting the permits. The measure is designed to protect consumers from being conned or manipulated with bogus promotion offers.
There is no doubt that following up on promotional offers and overseeing raffle draws are essential to protect the rights of both traders and consumers and instill confidence and trust among consumers to purchase the products They can be assured that offers are genuine as long as the eagle-eyed DED inspectors are around.
We advise consumers to take advantage of promotions as they help save money.
Consumers should also be discerning so that they do not buy products they do not need just because there are offers.
Shoppers should also make sure they buy items from reliable stores, especially during the period of sales, since some rare cases were brought to light where the trader tampers with prices before and after the sales period.
An inspection campaign dubbed 'Double Check' has been launched aimed at ensuring that sales are credible.
DED inspectors read the prices before, during and after the end of the sales, and compare them to make sure they are correct.
The crackdowns resulted in booking almost 20 trading establishments flouting rules.
Inspection and awareness campaigns continued throughout last year, and the section did not discover any manipulation. DED inspectors remain vigilant and roam the markets in the emirate to protect consumers and create a safe and thriving business environment.
As told by Khalid Darwish, Senior director of the promotional events control section
'Attest contracts between traders and consumers'
The Consumer Complaints Section at the Commercial Compliance Division of the Department of Economic Development - Dubai (DED) has stressed the importance of getting agreements signed between consumers and traders attested to ensure that their rights are protected.
Illustrating the point with an example, Ayman Al Falasi, Senior Director of the section, said the DED received a complaint from a consumer against a company that specialises in carpentry works. According to the consumer, he had signed an agreement with the said company to design wooden windows and doors. The consumer paid Dh57,150 upfront for the work on the understanding that the windows and doors would be delivered in the specified time period.
The company handed over the doors and windows to the consumer in the stipulated time period. The consumer, however, was not satisfied with the work. He said the finished products were not made in accordance with the specifications the two parties had agreed upon. He tried to contact the company but received no response. He then contacted the DED.
Al Falasi said the coordinator of complaints received the complaint and the supporting documents. After ensuring the authenticity of the complaint, an inspector from the DED visited the said company's factory to examine the finished products.
"The inspector also spoke with the executives at the company in a bid to reach a fair solution satisfactory to both parties," Al Falasi stated.
After inspection, the owner of the company was directed to refund the complainant's money in full as the doors and windows were not in accordance with the specifications as per the contract, he said. Accordingly, the company owner refunded the complainant his money in full.
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