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Consumer perceptions of the complaints procedure

Summary/Abstract: In the times of the progressive consumerism, more and more time is spent on the material goods consumption and services. For many people, shopping is a method for leisure activities, entertainment and first of all lifestyle. Very often consumption becomes a determinant of the quality of our life. But some people are making shopping only when they recognize that it is for them necessary. Both are exposed to unfair market practices that are used by producers and marketing workers. The interests of producers and consumers are not always the same. The aim of this study was to present the current consumer's rights resulting from the sale and purchase agreement and other agreements and to provide the knowledge of the principles of the complaint procedure. Questionnaire surveys carried in this study showed that knowledge of consumer rights and the complaint procedure are sufficient. However, respondents paid particular attention to the too long time under the complaint procedure. In addition, respondents drew attention to the rude and incompetent service.

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