Consumers should do retail homework

Johannesburg - Consumers wanting great customer service should shop at reputable retailers who take service seriously, Consumer Goods and Services Ombudsman (CGSO) Neville Melville said on Wednesday.

"Don’t focus only on price, but also a company’s reputation and resolving of complaints," he said in a statement.

Melville said consumers should read online reviews and do online searches to see whether companies had complaints against them.

He said the Consumer Protection Act offered consumers a range of rights.

"For instance, if a product is faulty, you are protected by the 'Three R's': you have the right to return it or get a refund or a replacement. Be aware that you also have responsibilities," he said.

Melville advised people to use proper channels when making complaints and to be specific.

"Going right to the top is sometimes the only way to resolve a complaint, but work your way up the corporate ladder first," he said.

"Follow it up. If you’ve still not managed to resolve a customer complaint with the organisation, contact the CGSO and lodge a complaint."