Helpful consumer desks

Q. Marina dela Cruz writes: "I usually buy groceries and foodstuff after office hours every other day. One afternoon, I bought some items from a supermarket in downtown Manila. While on my way out of the supermarket, I checked again my groceries and found out that one item was overcharged.

"I rushed back to the counter to inform the cashier about the discrepancy. However, she insisted there was nothing wrong with her cash register. I asked for her supervisor, who then referred me to their Consumer Welfare Desk.

"The CWD personnel did a re-check of the items against the receipt and cleared the items with their inventory allowance. Soon after, they decided to refund the P17 overcharge."

A. Consumers have the right to complain if it can be shown they have been deceived. Shoppers like Ms. De la Cruz may go directly to CWDs located inside supermarkets, department stores and shopping malls. The personnel manning these posts are trained to address consumer complaints. These consumer desks were created through the initiative of the Department of Trade and Industry to further ensure consumer protection.

CWDs resolve consumer-related complaints which are closely monitored by the DTI. Last year, about 96% of complaints received by 2,278 CWDs nationwide (84 of which are located in the National Capital Region) have been satisfactorily resolved without DTI’s intervention.

Q. Ruby Aguas of Quezon City e-mailed: "I would like to thank SM Cubao for their swift action on my complaint. Last Saturday, I decided to buy from them a rectangular tablecloth (good for six persons) to replace the old one that we have on our dining table. When I got home, I found out that I picked up the wrong one. Instead of the rectangular-shaped tablecloth, I brought home an oval-shaped one, although priced the same.

"The following day, I went back to SM with the wrong tablecloth to have it exchanged for the right one. I approach SM’s Customer Service Section to let them know about my problem. After listening to my explanation, they politely asked for the wrong tablecloth and its receipt. The clerk issued me a new receipt with the specifications of the tablecloth I had originally wanted. I was then advised to present the new receipt to the Houseware Section and claim my replacement. I did as I was told and I am now the happy and contented owner of a brand new rectangular-shaped tablecloth.

"Thanks so much to SM Cubao! I hope that other establishments will put up their own Customer Service Sections."

(You may send your consumer complaints and comments to the Bureau of Trade Regulation and Consumer Protection, DTI Bldg., 361 Sen. Gil Puyat Ave., Makati City. Call us at our consumer hotlines at 896-5740 or 890-4938 or e-mail us at www.e-reklamo.net.ph)