Another text scam

Q. Carno Mercado of Subic, Olongapo, writes: "I received a text message stating that I won a Starex van and P300,000 as a home partner in a contest. I was advised to call the promo organizer, Drakkar Cosmetics Paris International Co.

When I called, Liza Sarmiento said the prize is 60 days overdue and I need to pay P15,000 to hold forfeiture. I asked if they had a DTI permit and she gave me permit #0292-2002. Can DTI validate if this is true or not and, if not, how can these people be stopped?"

A . A number of DTI offices have already issued a warning/alert to the public as early as two years ago. According to the DTI-Zambales office, Drakkar Cosmetics Paris International Co. does not exist and was not issued any permit to conduct promotional activity of this nature. DTI-Zambales also reported this scam to the National Bureau of Investigation.

Drakkar uses other fictitious names such as Mazumi International, Givenchy International, and Giventy Cosmetics International.

DTI is coming up with a public alert against Drakkar.

Q. Ligaya Borja of Chris Garments Corp. writes: "I bought a pair of pants for my 16-year-old son who was not with me at that time. It did not fit my son so, the next day, I returned and exchanged the pair of pants for a bigger size. Still, it did not fit my son. On the third day, I tried to exchange it again for a bigger size but the store manager refused. She said customers are allowed to exchange goods only once. She added that this is their internal audit policy. I feel this store policy is neither right nor just and is detrimental to customers."

A. Based on Rule II, Section 7 of Department Administrative Order No. 2 (1993) or the implementing rules and regulations of the Consumer Act, "the words, no return/no exchange, or words to such effect shall not be written into the contract of sale, in a receipt in a sales transaction, in any document evidencing such sale or anywhere in a store or business establishment."

DAO # 2 also states that "consumers are entitled to either an exchange or refund in case of hidden defects, shoddy goods or imperfect service."

However, this is not an excuse for customers to return goods several times because they changed their mind about the product. We understand from your e-mail that the store has granted your request to have the pair of pants changed to a bigger size but it still did not fit your son. In this particular case, you should have brought your son to the store so he could try on the merchandise the second time around.

Q. A friend of mine, Glecy Simon, narrates: "I usually buy combo meals for take out from one of the leading burger franchise stores in Sta. Mesa. One Saturday afternoon, I purchased three combo meals, each containing a burger, French fries, and drink. I saw the saleslady put some food items in the plastic bag. I did not bother to check my orders and just went off. When I reached home, I inspected the items and I noticed that one order of French fries was missing. I looked for their telephone numbers in the receipt but there was none.

"So, I went back to the store. I immediately called the attention of the store manager. Upon hearing my explanation, the manager gave me the missing order of French fries. How can a consumer be protected against the seller’s carelessness?"

A. When something goes wrong, you need to let the company or storeowner know your problem. It is the fastest way to get your complaint resolved and gives the company a chance to keep you satisfied as a customer.

The storeowner/manager will directly be responsible to give you answers, act on your complaints, and reprimand his subordinates.

As a responsible consumer, you are advised to check every item you purchased before leaving the counter/store.

* * *

(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)