Patrulha do Consumidor: Loja não entrega poltrona e ignora reclamações dos clientes

CidadeAlertaRecord

3 Aug 202410:58

Summary

TLDRThe video script details a consumer's struggle with a furniture store that failed to deliver a sofa set for their new office. Despite multiple promises and extensions, the delivery never occurred, forcing the couple to buy from another store. They sought help from the Consumer Protection Agency after the store refused to refund their money. The script highlights the legal rights of consumers and the store's eventual agreement to refund the money in installments with interest, under the threat of legal action if they fail to comply.

Takeaways

😔 Sheila and her husband faced significant delays in receiving furniture they ordered in January for their new office.
🚫 The furniture was never delivered, forcing them to buy new chairs elsewhere for the office inauguration.
💰 The company, Mega Sofá, has not refunded their money despite multiple requests and complaints.
📅 The initial delivery promise was for 50 days, with a delivery date set for April 9, which was not met.
🛠 Sheila and her husband attempted to resolve the issue through Procon, but the company did not respond.
📜 The Consumer Defense Code states that in such cases, consumers are entitled to a full refund, updated for inflation and damages.
❌ Mega Sofá proposed a partial refund in four installments, starting 45 days after the agreement, which was unacceptable to Sheila and her husband.
🔍 The company's delays and unfulfilled promises are considered misleading under the Consumer Defense Code, potentially constituting fraud.
🔙 After intervention from a consumer protection program, Mega Sofá promised to refund the full amount by the following Monday.
📅 The consumer protection program will follow up to ensure the refund is made, and further legal action may be taken if it is not.

Q & A

Who are the main people involved in this issue?
-The main people involved are Sheila, her husband, and the consumer rights advocate Celso.
What problem are Sheila and her husband facing?
-They purchased four chairs from Mega Sofá for their new office but never received the furniture nor a refund.
How did Sheila and her husband try to resolve the issue before contacting Celso?
-They made several attempts to contact Mega Sofá and even filed a complaint with PROCON, but received no satisfactory response.
What solution did Mega Sofá propose for the refund?
-Mega Sofá proposed to refund the money in four installments, starting 45 days after the agreement.
Why was the proposed refund method unacceptable to Sheila and her husband?
-It was too delayed and they needed the money promptly to cover the costs of the new chairs they had to purchase for their office inauguration.
What legal grounds did Celso use to support Sheila and her husband's case?
-Celso referenced articles from the Consumer Protection Code, specifically Article 35 and Article 66, which outline the obligations of the seller and the consequences of not fulfilling those obligations.
What potential legal consequences did Celso highlight for Mega Sofá's actions?
-Celso mentioned that the company's actions could be considered estelionato (fraud) under the Consumer Protection Code, which carries penalties of imprisonment from one to five years.
What was Mega Sofá's response when confronted by Celso?
-The store manager, Renato, claimed that he was not the manager at the time of the purchase but promised to look into the matter and ensure the refund was processed.
What steps did Celso plan to take if Mega Sofá did not comply with the refund?
-Celso stated that if the refund was not made by the agreed date, he would return with law enforcement to address the issue.
How did Celso ensure transparency and follow-up on the case?
-Celso mentioned that updates and final resolutions of such cases are available on his YouTube channel and the Record TV YouTube channel.

Outlines

00:00

🛋️ Unfulfilled Furniture Delivery and Consumer Struggle

Sheila and her husband Dionísio are facing a significant headache due to a failed furniture delivery for their new office. They purchased sofas and chairs from a store with a promised delivery date, but the items never arrived. Despite multiple promises and extensions, the furniture was not delivered, and the store refused to refund their money. This caused them to make an additional purchase for their office inauguration. They sought help from the Consumer Protection Agency, and the case was brought to light by Celson from the Consumer Patrol. The store's manager, Renato, claimed he wasn't involved in the sale, but the couple had already filed a complaint with the consumer protection agency (PROCON) without success. The store's standard delivery time was 50 days, but even after extending the deadline to April 9th, the furniture was not delivered, leading the couple to purchase replacement chairs from another store.

05:01

📚 Legal Rights and Consumer Protection

The script highlights the legal rights of consumers according to the Consumer Defense Code, particularly focusing on Article 35, which allows consumers to demand fulfillment of a contract, accept an equivalent product or service, or rescind the contract with the right to a refund and compensation for damages. The presenter also mentions Article 66, which penalizes false or misleading statements regarding product delivery dates with imprisonment and fines, and notes that failing to deliver purchased goods can be considered fraud, punishable by law. The couple, having already spent money on alternative chairs, is seeking a refund with interest and correction, as stipulated by law. The store initially offered a refund in four installments, which the couple deemed unsatisfactory. The presenter asserts that if the refund is not made as agreed, it would constitute a crime, and they would take further legal action.

10:01

🔍 Follow-up on Consumer Dispute Resolution

Celso Russo Romano, the Consumer Patrol's host, promises to follow up on the furniture delivery dispute to ensure that the couple receives their refund. He mentions that they will monitor the situation to avoid taking further measures and will report back on the outcome, either in the following week or the week after. The host encourages viewers to follow the case on the Record and Cidade Alerta YouTube channels or his personal channel for updates on consumer disputes and resolutions. The aim is to hold businesses accountable and ensure that consumer rights are upheld.

Mindmap

Keywords

💡Consumer Rights

Consumer rights refer to the legal protections and entitlements provided to purchasers of goods and services. In the video, Sheila and her husband exercise their consumer rights by seeking a resolution after not receiving their purchased chairs from Mega Sofá. The involvement of 'Patrulha do Consumidor' highlights the enforcement of these rights.

💡Mega Sofá

Mega Sofá is the furniture company from which Sheila and her husband purchased chairs that were never delivered. The company's failure to fulfill its delivery promise and subsequent refusal to refund the money on reasonable terms is a central issue in the video.

💡Inauguration

Inauguration refers to the formal opening or introduction of something new. In the video, Sheila and her husband planned to use the chairs for the inauguration of their new office, making the delayed delivery a significant inconvenience.

💡Refund Policy

Refund policy denotes the guidelines a company follows when returning money to customers for undelivered or unsatisfactory products. The video discusses Mega Sofá's problematic refund policy, which involved delayed and installment-based repayment, causing further distress to the consumers.

💡Procon

Procon is a Brazilian consumer protection agency where Sheila and her husband filed a complaint against Mega Sofá. The company's lack of response to Procon's intervention highlights its negligence and the consumers' struggle for justice.

💡Patrulha do Consumidor

Patrulha do Consumidor is a consumer rights enforcement segment featured in the video. Led by Celso Russomano, it assists consumers like Sheila and her husband in resolving disputes with companies that fail to honor their commitments.

💡Legal Action

Legal action refers to the process of using the legal system to resolve disputes or enforce rights. The video mentions potential legal consequences for Mega Sofá, including criminal charges for non-delivery and fraudulent practices, underlining the severity of consumer protection laws.

💡Estelionato

Estelionato, or fraud, is a criminal offense involving deceit for personal or financial gain. In the video, Celso Russomano explains how Mega Sofá's failure to deliver the chairs could be considered estelionato, emphasizing the legal risks the company faces.

💡Consumer Protection Code

The Consumer Protection Code is a set of laws that safeguard buyers' rights in Brazil. The video references specific articles from this code to underline the legal obligations of Mega Sofá and the consumers' entitlement to a refund or alternative compensation.

💡Restitution

Restitution involves returning money or equivalent value to someone for loss or damage. The video focuses on Sheila and her husband's demand for the restitution of their payment, with monetary correction, due to the failure of Mega Sofá to deliver the purchased chairs.

Highlights

Sheila and her husband opened a new office for their foreign trade business and faced issues with furniture delivery.

They purchased chairs from Mega Sofá in January, expecting delivery within 50 days, but the delivery was never completed.

The couple had to buy new chairs for their office inauguration due to the delay.

The company refused to return the money upfront and offered a payment plan contingent on cash flow.

Sheila and her husband filed a complaint with PROCON, but Mega Sofá did not respond.

Celso and the Patrulha do Consumidor (Consumer Patrol) got involved to help resolve the situation.

The initial delivery was supposed to occur by April 9th, but multiple promises were broken.

Mega Sofá offered alternative chairs that did not meet the couple's needs.

The company proposed refunding the money in four installments, with the first payment in 45 days.

According to Brazilian consumer law, the couple has the right to a full and immediate refund.

The Consumer Code of Defense states that failure to deliver as promised can be considered a criminal offense.

A company representative promised to process the refund with interest and correction.

The Patrulha do Consumidor plans to follow up to ensure the company fulfills its promise.

The program emphasizes that if the refund is not completed, further legal action will be pursued.

Updates on the resolution will be available on Celso Russo Romano's YouTube channel and the Cidade Alerta program.