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Consumers 'should be assertive when protecting their rights'
When people are dissatisfied with good and services they receive, they should be assertive in order to protect their rights, an expert has said.
Commenting on the issue, Joanne Lezemore from Which? said that, while consumers should not enter shops presuming their suggestions are going to be refuted, they should ensure that their claims are taken seriously.
She also pointed out that individuals should not assume they can take back gifts given to them over the festive period because they do not like them.
"A lot of people presume you can just return unwanted Christmas gifts and that is not the case at all," Ms Lezemore noted.
Consumers can only return unwanted items if the shop has such a policy in place, she added.
Her remarks come in the wake of research conducted by the Kingston Business School, which suggested that firms should encourage dissatisfied customers to complain about poor service or faulty products as this could help them improve their offerings.
17/12/2009 15:28
News category: Consumer