If you have a beef with a company, forget about formal complaint processes. Social media will save you.
Companies love to rip off consumers. Love might be too strong. Maybe they are just addicted to their commercial power.
Consumer complaints surged during the pandemic, according to Fiona Brown, chief executive of the group that represents consumer affairs professionals working across government and private enterprise, SOCAP. Based ons research, Brown says inboxes – and many complaints mechanisms – are overloaded. It’s not just because we were trapped at home with nothing better to do than whine about the missing supermarket delivery. It’s because we felt uncertain and unsafe.
Not everyone wants money or a refund. Sometimes consumers want to act for the collective good, for organisational change, reassurance that the issue will be addressed and an acknowledgment that the company made an error. And that’s why complaints in public work best – you will get other consumers who’ve had the same problem backing you up. There are feelings of social power in that process, that feeling of “this happened to me too”.
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