Sernac Chile Investigates Lippi After 1,500 Complaints Over Delivery Delays and Cancellations

In May 2024, the National Consumer Service (Sernac) in Chile received over 1,500 complaints against Lippi, a prominent outdoor clothing brand. Consumers cited significant delivery delays and unilateral contract cancellations being the primary issues.

Sernac has responded by requiring Lippi to report on how it is addressing each claim and situation reported by consumers. This move aims to ensure that the company takes responsibility for the grievances and provides appropriate solutions.

The potential for a collective lawsuit hangs over as Sernac evaluates the situation. The organization is considering a class action lawsuit or another instrument to pursue fair compensation for the affected consumers. This decision will be made once the requested information from Lippi is obtained.

This is not the first time Lippi has faced consumer complaints. In 2019, the company underwent a Collective Voluntary Procedure (PVC) for 'bad behavior' on Cyber Day, which led to compensation for delivery delays. Each affected consumer received around $10,000 consequently.

Why this matters: This matter highlights the importance of consumer protection in the e-commerce sector, particularly in Chile. If Sernac is successful in pursuing a collective lawsuit, it could set a precedent for how consumer rights are upheld in the country's online marketplaces.

Sernac emphasized that consumers have the same rights when making online purchases as they do with in-person purchases. This includes the right to a final price, relevant product characteristics, fulfillment of advertising promises, and respect for promotions and offers.

A Sernac representative stated, 'That is, the final price, the relevant characteristics of the product are reported, what is promised in the advertising is fulfilled and the promotions and offers are respected.' This highlights the importance of transparency and accountability in e-commerce.

The investigation's ongoing efforts focus on ensuring that Lippi addresses the complaints adequately and that consumers receive the compensation they deserve. The outcome of this case could set a precedent for how consumer rights are upheld in Chile's e-commerce sector.

Key Takeaways

• Chile's Sernac receives 1,500+ complaints against Lippi outdoor clothing brand.
• Complaints cite delivery delays and unilateral contract cancellations.
• Sernac may pursue collective lawsuit for fair compensation.
• Case highlights importance of consumer protection in Chile's e-commerce sector.
• Outcome could set precedent for upholding consumer rights in Chile's online marketplaces.