Faced with any violations in the store, customers often do not know exactly where to complain about the lack of professionalism of the service personnel, poor-quality goods or something else. However, for this there are a number of instances defending the rights of consumers.
It is necessary
- - access to the Internet;
- - "Book of reviews and suggestions"
Instructions
Step 1
If you had an incident with the seller, in which you were the injured party, or you purchased a poor-quality product and they do not want to return money for it, ask for the “Book of reviews and suggestions”. According to the legislation of the Russian Federation, it must constantly be in any store and be issued to the buyer upon request.
Step 2
Pay attention to the contact details of the responsible persons and organizations indicated on the first sheet of the complaint book. There should be the phones of the director of the store, the department of consumption and services, the State Trade Inspection, the administration and the city prefecture.
Step 3
Make an entry in the complaint book, indicating the date and time of the incident, the last name and the first name of the seller; clearly and clearly state the essence of the situation and what the violation manifested itself in. Make reference to the relevant law or regulations, confirming the legal basis of the question. At the end of the complaint, put your signature and, preferably, the signatures of several witnesses.
Step 4
Visit the store in five days and look at the “Book of Reviews and Suggestions” again. On the back of the sheet on which your complaint was posted, a record should be made of what measures were taken by the store management to eliminate the violations. If this required a longer period, the record must indicate the number of days during which the situation will be changed (according to the law, no more than 15 days).
Step 5
Check if the promised measures have been fulfilled. If they are not met, write another complaint on a separate sheet.
Step 6
File a claim with a superior organization. It must contain the exact name and address of the store, the names of the managers and the seller, the date, time and nature of the incident. At the end of the document, write your requirement clearly and clearly. Give one copy to the store management, keep the second one with the director's signature on receipt of the complaint.
Step 7
Copies of the complaint can be sent to the Trade Inspectorate, the Consumer Market Department, Rospotrebnadzor. If within a month you are not informed about the measures taken, complain to the Federal Department of Rospotrebnadzor, the form for an e-mail can be found on its official website.
Step 8
Contact the Interregional Society for the Protection of Consumer Rights by visiting its official website. The resource contains a lot of useful information for buyers and has a form for automatically drawing up a claim "Cyber lawyer".
