Doctor Rafael Aguiar, 44, made two purchases of thermo mugs on the website of Ikeg, a company that sells products to consumers of alcoholic beverages cheaper than rival Stanley. In February of this year, he paid R$244 for two glasses, and in May, close to the first delivery date, he paid R$99 for another unit. He hasn’t received any requests yet. Stanley mugs, the most expensive, have become a fad for keeping beer cold for hours. Ikeg offers the most expensive product.
“I didn’t do the research to see if Ikage was delivering or not. I decided to buy another one to see if it all came together. It was an illusion for me,” Aguiar says.
What are the prices? On the Ikeg website, products are always on sale. A thermos cup costs R$299.67 for R$89.90—a Stanley brand unit can cost over R$200—a portable beer cooler sells for R$350—original price is R$1,890. Payment can be made by credit card, Pix (at an additional 7% discount), bank voucher and digital wallet.
What is the deadline? Promise delivery within 60 working days, as the products are imported from China. The Ikeg distribution center is located in the Tatuapé neighborhood east of São Paulo, according to the company. Logistic partner is Loggi.
How many complaints against the company? The Reclame Aqui website collects more than 23,800 complaints against Ikeg, 20,000 of them in the past six months alone. A survey conducted by Procon-SP (Consumer Protection and Defense Corporation) showed 681 records related to non-delivery/delayed delivery in the first half of this year.
Even the petition with more than 250 signatures calls for public action against the company. There has also been a negative reaction on YouTube by posting videos of people saying they have been harmed by Ikage.
What does Procon say? Report Procon-SP UOL Which will notify Ikeg due to the numerous records on its website, and the company will have until Friday (19) to develop a plan of action in order to resolve the requests indicated by consumers. If nothing is resolved, you can pay a fine of up to 3 million R$.
What does the company say? Ikeg claims that a system change issue on the site earlier this year led to the loss of customer addresses and, in turn, delays in deliveries made from January to April. The delay is now over six months.
Ikeg uses automated messages to respond to customers
A common complaint among consumers is the difficulty of contacting the company. Civil servant Lênio Edberg, 38, made a purchase in Ikeg after a friend with a positive experience recommended the site.
Edberg claims that response emails and phone calls are all automated. Bought a set of 12 thermo mugs for R$672 in March.
According to him, the voice message informs that the products will be delivered within 15 days. However, the same information is repeated at the end of the term. “So far, no employee has called me to say anything,” he states.
Edberg was informed by email that the invoice had been generated in early August, five months after the purchase. However, he did not receive the document. It was the last straw for him to ask for a refund.
Customer says tracking of purchases is impossible
Software developer Alex Borges monitors the prices published daily on the Ikeg website. In April, he decided to buy a portable beer bottle and a can of 12 capsules of the product. In total, he spent 1100 Rls.
In addition to the difficulty of communication, he claims that he cannot track his purchases. Borges was using the order number, which was provided at the end of July, on the Loggi website, but the message that appears is “No orders with this code”.
He still shows interest in receiving thermal cups. Your last alternative is to request a cancellation and a full refund.
Ekage says problems are solved
Ikeg CEO José Gnoato sought out UOL To comment on complaints. And the statement posted on the company’s Facebook, which stated that the delay was the result of a malfunction on the site after the system change, was reinforced.
According to him, the modernization of the platform, which was carried out to accommodate more user access, led to a change in the addresses of customers. Gnoato says Ikeg employees have been calling each consumer, one by one, to re-register the data.
Heard the interviewees UOL They say they haven’t received any calls. “My address on the site has never changed,” says Raphael Aguiar. “It has always been the same.”
Jose gnoate And Andre Salton are partners Ikeg. The company has been around since 2018, and according to consumer feedback, it has delivered over a million products to date.
“Customers are not satisfied, for good reason. And we let you know that we give money back, and we refund everyone who asks. We don’t want to hurt them anymore,” Gnwato stated.
Company blocks comments box
Ikeg has blocked the comment box on all of its social networks, preventing interaction with users. interrogated by UOL On the reason for this action, Gnoato states that the official pages have “always” closed this section, because before complaints appeared “to facilitate contact with them through direct messages” on the company’s pages.
Also according to Gnoato, orders placed from May onwards were shipped on time. He says the company’s distribution center will be expanded to meet demand and more staff will be assigned to the logistics area.
Even in the face of difficulties, Ikeg’s CEO says the company is growing and will expand to Portugal, possibly as early as 2023.
a UOL Contact Loggi, Ikeg’s logistics operator, and ask if the company is aware of the flaws pointed out by customers and whether Ikeg Follow to be a partner. And the company announced in a statement that it “does not disclose information about the contracts.”
Also, according to Loggi, all negotiations regarding delivery are done directly with its customers.
What the customer can do
Procon-SP’s Service Coordinator Renata Reis says the CDC (Consumer Defense Code) states that all offers must be fulfilled by the company. If this does not happen, the customer has the option to request a refund or to accept another equivalent product or service.
There is still the possibility to file a claim for compensation in court for possible losses and damages. In addition to Ikeg, the company’s trading partners are also responsible for consumer losses.
Reese considers that disclosure of the company’s products in the midst of deliveries not made is an aggravating factor to consider. And declares that “the company continues to offer and does not guarantee delivery.”
According to Glinda GundemAttorney and specialist in consumer law, the Special Civil Court is the most suitable alternative for consumers who cannot resolve the situation amicably with the company. Known as “small causes,” the body judges less complex verbs.
The presence of a lawyer is waived in proceedings in which the case value does not exceed 20 minimum wages (R$24,240).
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