A recent survey by Jamaica’s Consumer Affairs Commission (CAC) has exposed an uneasy relationship between consumers and vendors, revealing significant distrust within the local retail sector.

Almost half of surveyed consumers believe vendors engage in deceptive practices, accusing them of inflating prices and misrepresenting products. Vendors, however, argue that consumers are not always forthright, alleging that some buy items for domestic use but seek refunds or replacements when they misuse or damage them.

Caught in this tug-of-war, the CAC aims to mediate the divide, but challenges remain steep.

“We constantly hear criticisms of ineffectiveness or favouritism, but we have a purpose, and that’s to advocate for consumer rights based on facts, not public sentiment,” said CAC’s Communication Director Latoya Halstead during the Jamaica Observer’s
Business Forum held recently. With between 1,500 and 2,000 formal complaints each year, alongside 4,000 requests for advice, the agency sees a clear demand for consumer advocacy and oversight.

Consumers often allege that businesses engage in unethical practices, including questionable advertising tactics and inflated prices. “Consumers will buy a ‘heavy-duty’ blender for personal use, and a few weeks later we will get a call to say it is substandard for the money they paid,” Halstead said, in highlighting a common complaint about misleading quality claims.

Vendors, however, counter that some consumers misuse products and then seek refunds or replacements, accusing customers of dishonesty. “When we approach the vendors they complain that consumers buy a domestic refrigerator but use it for commercial purposes like community shops, then come back demanding replacements,” she added.

Halstead said that these recurring grievances reveal the conflicting expectations between consumers and vendors, leaving the CAC to navigate an ethical minefield.

In response, the CAC has made complaints easier to file, adding online forms, social media, and WhatsApp as options for submitting concerns. Roughly 80 per cent of complaints now arrive digitally, streamlining support while reducing paperwork.

Yet, the CAC insists on clear documentation: “We can only act if you provide us with facts, not just emotions,” Halstead noted, stressing the need for receipts, warranties, and purchase details to support investigations.

For many, the CAC’s efforts are vital in a marketplace where consumers struggle to get redress, particularly in unregulated areas like wholesale and small retail outlets. “We still get complaints from consumers who can’t even recall the store where they made the purchase,” head of CAC Dolsie Allen said.

“Without proper documentation, it’s nearly impossible to resolve these cases, which is why we emphasise the importance of retaining receipts and warranties.”

The controversial “No Return, No Exchange” signs

Despite Jamaican law protecting consumer rights to redress for defective products, many retailers still use “No Return, No Exchange” signs to discourage complaints. The CAC clarifies that such signs carry no legal weight, urging consumers not to be intimidated.

“If you buy an item and it turns out defective, you’re entitled to a repair, replacement, or refund,” explained Halstead, adding that many smaller retailers still lack established customer service policies, creating an additional challenge.

Consumers are advised to ask about return policies before buying.

“We urge shoppers to choose businesses that clearly address returns and exchanges rather than settling for limited accountability at some of these establishments. As a consumer you have to be responsible about where you do business,” Halstead emphasised, highlighting how this approach empowers consumers while promoting higher standards among retailers.

The CAC isn’t going it alone. With support from the Fair Trading Commission, Jamaica Chamber of Commerce, and the Private Sector Organisation of Jamaica (PSOJ), the CAC is encouraging ethical standards across retail sectors. In collaboration with municipal bodies, Allen said the CAC has begun routine “walk-throughs” in retail districts to raise awareness of consumer protection.

However, she noted that many transactions still occur in unregulated settings: “Some receipts don’t even show the retailer’s name, which complicates legal proceedings. We encourage consumers to shop wisely, ask for detailed receipts, and be vigilant about whom they buy from.”

The CAC’s overarching mission is to build a more transparent consumer landscape in Jamaica, striving to reduce the adversarial tone that currently characterises many consumer-vendor relationships. The “We Care” campaign executed by the CAC a few years ago, for example, targeted small businesses and urged them to create accessible complaint channels. While the CAC is committed to handling individual complaints, it also aims to foster consumer education.

“Our focus is on long-term change,” said Halstead, while adding that empowering consumers with information can help avoid future disputes. Through educational initiatives, the CAC encourages vendors to adopt transparent policies, hoping this will lead to fewer escalated complaints and stronger consumer trust.

She reasoned that vendor cooperation has improved over the years, but gaps remain in establishing standardised complaint mechanisms. “Ultimately, we want every consumer to know their rights, and for businesses to view customer satisfaction as an asset rather than a liability,” Halstead said.