Conversations: By now most parents have started shopping for back-to-school items, including clothing, stationery and text books. What advice can you give to parents at this time?
Maynard: When purchasing textbooks parents should be aware that there may be several books with similar names, but different authors. Parents, it is your responsibility to make sure that the correct books are purchased because the store is under no obligation to give you a refund of monies paid or an exchange if you purchase the wrong book. In these instances, any redress given is at the discretion of the store.
When it comes to buying school clothes and shoes, parents should not only look at the quality of the item being purchased, they must also ensure that the items are the right size.
Where possible, parents should take their children to fit the clothes or shoes that they are about to purchase, as sometimes the same size may fit differently.
If an item is being purchased and the consumer cannot fit the item before purchase, it is always best to ask the store to confirm their return policy in the event that the item has to be returned. This will prevent problems at a later date. Remember to always keep your receipts, debit and credit statements, as they will help when substantiating proof of purchase should anything go wrong.
Conversations: Some parents may opt to buy their children’s supplies from overseas. What advice can you give on this?
Maynard: Shopping online is becoming more popular but consumers should be aware that the commission has no jurisdiction outside of Barbados and would not be able to intervene should a problem arise where the business is located in another country.
The commission may only be able to advise on the relevant overseas agency that one should contact. Consumers are therefore advised to make sure that their credit card information is safe, and read and understand the terms and conditions governing the transaction before completing the purchase.
Print any relevant documentation about the transaction, for example, confirmation that the transaction was completed and print the receipt and any shipping details such as the tracking number.
Conversations: Are there any international business trends that relate to online shopping which may have an impact on consumer welfare in Barbados?
Maynard: I have noticed recently that there is a trend which is becoming widespread across the world and which is referred to as “behavioural pricing”. In this regard, businesses collect information about consumers’ buying habits from web histories, demographic records and from social media profiles.
The information is said to be capable of telling businesses whether or not a consumer has purchased from them before and what websites the consumer has already visited even before the consumer has visited their website.
This trend seems to indicate that some consumers may be at a disadvantage as businesses are said to alter the price that different consumers pay for a product, based on the profiles of consumers’ preference for products. Therefore, if a consumer’s purchasing history indicates that he/she buys the most expensive brand, the consumer will be charged a higher price than the consumer who always buys cheaper brands.
So far, we have not identified this practice in Barbados but I would say that it may be prudent for businesses to clearly state how information collected by them online will be used. This will prevent consumers from having concerns about how their personal information may be used.
Conversations: Consumers often say, ‘If I purchased the wrong item and I have not used it, I don’t see why the store can’t take the item back and refund me the money I have paid’. What advice can you give in this regard?
Maynard: Consumers have the right to goods of acceptable quality and the responsibility to make the best choices. If a consumer chooses an item, inspects it carefully for defects and is satisfied that it is what he wants to buy, the next course of action is to pay for the item. In a situation like this, the consumer has contracted with and paid the business for the item that he wanted to buy.
However, if the consumer after purchasing the item realizes that it was defective, goes back to the store and the store informs the consumer that he is not entitled to any form of redress, then the store is misleading the consumer about his rights under the Consumer Guarantees Act. This act is administered by the Office of Public Counsel and provides the remedies of repair, replacement or refund of monies paid.
Conversations: You have identified quite a few areas of concern for consumers when they go about their shopping. Do you have any final words of advice?
Maynard: I would advise consumers to be prudent and shop wisely, in order to get value for money. Shopping wisely involves shopping around and getting as much information as possible about products before you make a purchase.
Consumers should find out about the quality, features and price of the item that they intend to buy. Goods must be fit for the purposes for which they are commonly used and must also be acceptable in appearance. If a business knows that a good has minor defects, the business should let the consumer know so that he can make an informed decision.
If a consumer knows that he is going to use a good for a purpose different to the purpose for which it is commonly used, the consumer should let the business know. Using equipment in the wrong way can shorten its lifespan. The consumer should always inform the business if he is unsure about the equipment being appropriate for its intended use.
