Santiago, Chile – Chile’s National Consumer Service (sernac) is reporting a significant increase in consumer complaints following the 2025 Black Friday sales period, raising concerns about business practices during the country’s largest annual shopping event. Preliminary data shows at least 272 complaints filed between November 28 and December 1, with order cancellations and deceptive advertising identified as the primary issues. The surge in grievances highlights ongoing challenges in balancing promotional offers with consumer protections as the holiday shopping season ramps up.
Chile’s consumer protection agency has reported a surge in complaints following the 2025 Black Friday sales event, with unilateral order cancellations and misleading advertising topping the list of consumer grievances.
The annual shopping event, organized by the Santiago Chamber of Commerce (CCS) and held between November 28 and December 1, generated at least 272 complaints from consumers reporting issues with their purchases.
According to the National Consumer Service (Sernac), 54% of complaints centered around businesses arbitrarily cancelling orders after initial approval, or citing lack of stock as the reason for cancellation. Misleading advertising accounted for 20% of the complaints, with consumers alleging false claims about offers or price changes at the point of sale.
Retail Sector Accounts for 75% of Black Friday Complaints; Falabella Leads
Table of Contents
The retail sector was the primary source of complaints, representing 75% of all reported issues. Supermarkets accounted for 7.5%, followed by tourism (6.3%), transportation (4.9%), and telecommunications (2.2%).
Among individual companies, Falabella received the highest number of complaints – 32% of the total – despite not accounting for overall market share or transaction volume. Sodimac followed with 11%, while Ripley, Paris, and Mercado Libre accounted for 9.6%, 8.6%, and 7.2% of complaints, respectively. This data underscores the challenges of managing high-volume sales periods for major retailers.
Complaints Filed Against Non-Participating Businesses
Sernac also received 265 complaints against companies that did not officially participate in the CCS Black Friday event, but still leveraged the promotional period to market their products.
Lider.cl accounted for 7.2% of these complaints, while Farmacias Cruz Verde and Entel were tied at 6% each. Sernac emphasized that all businesses, regardless of their participation in the official event, are legally obligated to uphold consumer rights and fulfill their obligations.
Shipping Issues Under Scrutiny Following Black Friday
With the peak shopping period now concluded, Sernac is closely monitoring the shipping and fulfillment process, anticipating a rise in complaints related to incorrect items delivered or delays in delivery. This is a common trend following Black Friday, as many consumers are purchasing gifts for the upcoming Christmas holiday.
The agency stated it will pay particular attention to complaints regarding shipping, and will take appropriate action against companies found to be in violation of consumer protection laws. Infringements can result in fines of up to 300 UTM – approximately 21 million pesos – if pursued through legal channels.
Consumer Rights During Online Purchases
Sernac reminded consumers that online purchases are governed by the Consumer Law, the Pro Consumer Law, and the Electronic Commerce Regulation. These laws establish clear standards that businesses must adhere to.
Consumers have the right to retract from a purchase within 10 days of receiving the product or service, applicable to electronic, telephone, or catalog purchases. Additionally, consumers are entitled to a legal guarantee, allowing them to request a replacement, repair, or refund within the first six months if a product is defective.
Consumers can learn more about their rights by visiting the Sernac website at www.sernac.cl or calling 800 700 100.
