15.03.2025 13:42
There has been a significant increase in consumer complaints regarding defective products, online shopping, and subscriptions. Consumers primarily complain about defective goods and services, followed by issues such as mobile subscription problems, misleading discounts, counterfeiting, and adulteration.
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Every year, the week containing March 15 is celebrated as "Consumer Protection Week." Aziz Koçal, the Acting President of the Consumers Confederation (TÜKON), stated in a statement regarding Consumer Protection Week that consumers have filed complaints about issues such as defective goods, late deliveries, cargo problems, misleading discounts, and delivery of products without invoices.
CANCELLATION OF ORDERS WITHOUT NOTIFYING THE CUSTOMER
Koçal noted that complaints about defective products are particularly prominent in footwear, saying, "The most complaints in subscriptions are directed towards GSM operators. In 2024, complaints about cargo have also increased. Consumers are complaining about the cancellation of their ordered products without notification and their re-sale at higher prices, the mismatch of products with the visuals on the site, or the delivery of low-quality/defective products, late deliveries, cargo problems, misleading discounts, and delivery of products without invoices." Koçal pointed out that complaints have also increased regarding price hikes, the proliferation of counterfeit and adulterated products in the market, and the sale of food harmful to human health.
THE MOST COMPLAINED PRODUCTS AND SERVICES HAVE BEEN IDENTIFIED
In the first two months of this year, Koçal reported that complaints regarding e-commerce platforms, GSM operators, and cargo continue, providing information about the work they have done regarding consumer complaints as a confederation. Koçal emphasized that consumers need to be informed and aware of their rights, stating: Consumers should always keep receipts and invoices for every purchase they make. Especially for electronic products, installation should be done by authorized services. When applying to the consumer arbitration board or consumer court, there should be no missing documents, and the correct request should be selected in the application. They can seek support from consumer associations on the subject. Consumers should learn their rights and pursue them to the fullest, regardless of small amounts.
COMPLAINTS ABOUT SITE FEES ARE INCREASING
İbrahim Güllü, the Deputy Chairman of the Consumers Confederation (TÜKONFED), stated that there has been an increase in consumer complaints compared to the previous year, saying, "In addition to the expansion of the product and service range, the development of consumers' awareness of seeking their rights, and the ability to make complaints and applications easily and free of charge through e-government have been significant factors."
When analyzing complaints made to arbitration boards and Alo 175, Güllü stated that consumers are experiencing grievances related to defective goods and services, saying, "The expansion of the product range, the entry of new actors into the market, the diversification of sales methods, and the widespread use of e-commerce, along with the extension of warranty periods and the impact of advertisements, have increased consumers' complaints in the goods and services sector."
CONSUMERS ARE SUFFERING FROM DEFECTIVE GOODS AND SERVICES
Güllü provided information about the complaints received by TÜKONFED, stating: Consumers' complaints are concentrated on defective goods and services, exorbitant food prices, counterfeits and adulterations, differences between the label price and the cash register price, commissions charged on card payments, card fees, private school fees, rent increases, dues, cover and service fees attempted to be charged in restaurants, after-sales service, and subscription cancellation fees.
Looking at the first two months of this year, Güllü reported that complaints in 2024 are generally continuing, adding that complaints related to dues have also increased as apartment and site dues were re-determined in January.
THE MAJORITY OF COMPLAINTS COME FROM RETAIL TRADE
Mehmet Bülent Deniz, the President of the Consumers Union Federation, also reminded that according to the Ministry of Commerce data, the vast majority of applications come from the retail trade sector. Deniz stated that consumers mostly apply to consumer arbitration boards regarding "defective goods" and "defective services," noting: As a federation, we have been closely following developments related to consumer rights since 2012. We actively participate in consumer complaints with our members in various provinces and districts' Consumer Arbitration Boards. We have taken on the task of informing and raising awareness among consumers with our e-magazine, which we publish regularly every month. As of this year, we have launched our Consumer WhatsApp Reporting Line. We advise our consumers not to give up on seeking their rights when they encounter negative situations.
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