From missing deliveries to refund struggles, experts explain the most common online shopping complaints in South Africa and the consumer rights that protect you.
Gone are the days when online shopping was a luxury for a select few.
Today, it has become a major part of everyday life for many South Africans, with consumers spending their hard-earned rands on groceries, clothes, shoes, jewellery, and even furniture, all with the click of a button from the comfort of their couch or bed.
However, according to a recent report shared by the Consumer Goods and Services Ombud, online transactions have now become the most complained-about sector in the country.
But what exactly are people complaining about when it comes to online purchases?
Head of Group Legal at JustMoney, Sunette Ansara, shared practical advice on consumer rights during Kaya Biz with Gugulethu Mfuphi.
According to Ansara, many South Africans turn to online shopping because of financial pressure, often searching for cheaper deals. Unfortunately, this can expose consumers to scams, poor-quality goods and misleading offers.
As a result, some of the most common issues consumers encounter when shopping online include:
- Goods that are never delivered
- Products that are not the quality promised
- Deliveries that arrive late or not at all
- Items that do not match the description or photos online
- Difficulties with refunds and return processes
- Fraud and payment scams, including credit card fraud, particularly on large platforms such as Facebook Marketplace
Ansara urged consumers to remember that they do have rights when it comes to online purchases.
“First of all, we are protected by the Consumer Protection Act, the Electronic Communications and Transactions Act, as well as the Protection of Personal Information Act. I think your listeners are quite well versed in these,” she explained.
“These laws provide mechanisms that protect consumers from unscrupulous retailers, especially online. For example, there is an automatic six-month warranty on goods purchased online. During that period, consumers can choose to have items repaired, replaced or refunded. Importantly, a supplier cannot force you to accept a repair if you prefer another option.”
Want to learn more about your rights as a consumer? Listen to the full podcast here:
READ NEXT:
The post Online shopping in South Africa: Know your rights before you click ‘buy’ appeared first on KAYA 959.
