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Región of Murcia Oficial Complaint Form

Posted: Sun Sep 12, 2021 11:24am
10 replies193 views4 members subscribed
Marksy

Posts: 67

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Location: San Javier

Joined: 22 Jan 2021

Does anyone know where to send the Region of Murcia complaint form that a friend of mine has completed having been given it by a international retail store.  It is has been copied and stamped by the particular store in Murcia and handed it back with a copy but when they asked where to send it they said “we don’t know”, I guess hoping it would be “binned” but my friends do not have access to the internet and I have not been able to find out what department (consumer affairs??) in this region they need to send it.  Many thanks. 

rma44

Posted: Sun Sep 12, 2021 11:50am

rma44

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Posts: 660

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Posted: Sun Sep 12, 2021 11:50am

Good luck with that one. I did this many years ago regarding a faulty TV. I took the form to the official office, it was stamped umpteen times and held there. I still don't know what the outcome was!!

Marksy

Posted: Sun Sep 12, 2021 12:10pm

Marksy

Original Poster

Posts: 67

8 helpful points

Location: San Javier

Joined: 22 Jan 2021

Posted: Sun Sep 12, 2021 12:10pm

rma44 wrote on Sun Sep 12, 2021 11:50am:

Good luck with that one. I did this many years ago regarding a faulty TV. I took the form to the official office, it was stamped umpteen times and held there. I still don't know what the outcome was!!

Many thanks for your reply, may I ask where was the office you took it to?

Kalli

Posted: Sun Sep 12, 2021 12:31pm

Kalli

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Location: Cehegín

Joined: 6 Sep 2018

Posted: Sun Sep 12, 2021 12:31pm

Here's some info about the 'Hojas de Reclamaciones' forms:

Consumer Complaint Forms / Hojas de Reclamaciones – Spain Expat

Once completed, the 3rd (pink) copy should stay with the business which you are complaining about. The 2nd (green) copy is for you to keep. The top (white) form should be taken with all relevant information about your purchase/complaint to the nearest Oficina Municipal de Informacion al Consumidor. Do a google search for OMIC and the relevant town/city for the office address.

rma44

Posted: Sun Sep 12, 2021 12:37pm

rma44

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Posts: 660

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Joined: 2 Mar 2016

Posted: Sun Sep 12, 2021 12:37pm

Marksy wrote on Sun Sep 12, 2021 12:10pm:

Many thanks for your reply, may I ask where was the office you took it to?

Now you're asking? I had a villa in the Alicante province at the time, so the office must have been in Alicante. This was decades ago, but I'm sure things won't have changed that much. Unless it's for something seriously expensive, I'd just forget it.

Marksy

Posted: Sun Sep 12, 2021 12:58pm

Marksy

Original Poster

Posts: 67

8 helpful points

Location: San Javier

Joined: 22 Jan 2021

Posted: Sun Sep 12, 2021 12:58pm

Kalli wrote on Sun Sep 12, 2021 12:31pm:

Here's some info about the 'Hojas de Reclamaciones' forms:

Consumer Complaint Forms / Hojas de Reclamaciones – Spain Expat

Once completed, the 3rd (pink) copy should stay with the business which you are complaining about. The 2nd (green) copy is for you to keep. The top (white) form should be taken with all relevant information about your purchase/complaint to the nearest Oficina Municipal de Informacion al Consumidor. Do a google search for OMIC and the relevant town/city for the office address.

Thank you for the info, I will pass it on, actually it was just a printed off form that was photocopied and the original and photocopied copy  given back to them - it was Ikea in Murcia, they spent over 2000 € and in relation to a delivery that did not turn up, they paid Ikea for the delivery but when they contacted them they said it was not “our responsibility” asked to speak to a manager and was told everyone online and telephone are working from home!!  Returned to store to be told there was no manager on duty to complain to - hence the complaint form - the pensioners filled out the form, gave it to customer service who took a copy and gave it back to them, they then walked off without even trying to assist or even look at the form - could not care less.  Still that is my previous experience with Ikea in Murcia - they just don’t take customer service as an important issue.  And we thought it was only in the UK that many staff are working from home. 

rma44

Posted: Sun Sep 12, 2021 1:05pm

rma44

Helpful member

Posts: 660

348 helpful points

Joined: 2 Mar 2016

Posted: Sun Sep 12, 2021 1:05pm

Marksy wrote on Sun Sep 12, 2021 12:58pm:

Thank you for the info, I will pass it on, actually it was just a printed off form that was photocopied and the original and photocopied copy  given back to them - it was Ikea in Murcia, they spent over 2000 € and in relation to a delivery that did not turn up, they paid Ikea for the deliv...

...ery but when they contacted them they said it was not “our responsibility” asked to speak to a manager and was told everyone online and telephone are working from home!!  Returned to store to be told there was no manager on duty to complain to - hence the complaint form - the pensioners filled out the form, gave it to customer service who took a copy and gave it back to them, they then walked off without even trying to assist or even look at the form - could not care less.  Still that is my previous experience with Ikea in Murcia - they just don’t take customer service as an important issue.  And we thought it was only in the UK that many staff are working from home. 

Oh dear, that does sound serious. If it were me, I'd consult an online solicitor in the first instance and take their advice. It might be quicker in the long run to go the civil route, but even the courts in Spain have their own idea of time. Good luck, and I hope it all turns out well.

Kalli

Posted: Sun Sep 12, 2021 1:05pm

Kalli

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Posts: 260

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Location: Cehegín

Joined: 6 Sep 2018

Posted: Sun Sep 12, 2021 1:05pm

I wonder if that was IKEA's own complaint form rather than the official Hoja de Reclamacion form? It does not sound like the official form from everything I have read but I've never had to use one so do not have personal experience.

Marksy

Posted: Sun Sep 12, 2021 1:18pm

Marksy

Original Poster

Posts: 67

8 helpful points

Location: San Javier

Joined: 22 Jan 2021

Posted: Sun Sep 12, 2021 1:18pm

Kalli wrote on Sun Sep 12, 2021 1:05pm:

I wonder if that was IKEA's own complaint form rather than the official Hoja de Reclamacion form? It does not sound like the official form from everything I have read but I've never had to use one so do not have personal experience.

When I looked at it and it appears to be headed Region of Murcia and they stamped it so will have to see for them, I have found an office for OMIC in San Javier so I will drive them there - will see what happens. They did eventually get the order from Ikea over 2 days but it was their complete indifference that annoyed them, I can understand their issue, it was not as if they bought a 1 € toilet brush from them.  Thank you anyway.

Kalli

Posted: Sun Sep 12, 2021 1:22pm

Kalli

Helpful member

Posts: 260

202 helpful points

Location: Cehegín

Joined: 6 Sep 2018

Posted: Sun Sep 12, 2021 1:22pm

Marksy wrote on Sun Sep 12, 2021 1:18pm:

When I looked at it and it appears to be headed Region of Murcia and they stamped it so will have to see for them, I have found an office for OMIC in San Javier so I will drive them there - will see what happens. They did eventually get the order from Ikea over 2 days but it was their complete in...

...difference that annoyed them, I can understand their issue, it was not as if they bought a 1 € toilet brush from them.  Thank you anyway.

Good luck.

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