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The Superintendency found double charges, incorrect delivery of returns to customers, among other complaints.
Ara stores in Colombia. Photo: Courtesy of Ara Stores
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He statement of charges issued by the entity details alleged failures in the operation that directly affect the pocket and the user rights in the country.
According to the official document, the entity evaluates whether the business incurred irregularities related to the balance return and unauthorized chargespointing out that it is being investigated, among other things, whether the trade “gave the turns wrong to users or made charges for ‘donations’ or ’roundings’ without prior authorization.” They also analyze complaints for alleged differences between the shelf price and the price paid in the boxes.
Ara stores in Colombia. Photo:ABEL CARDENAS
- Inconsistencies in prices and returns: between January 2024 and March 2025, they settled 1,363 complaints by differences between the advertised value on the shelves and the actual price charged at the checkouts. Likewise, the SIC evaluates failures in the delivery of returns and the execution of charges for “donations” or “roundings” without the prior consent of the consumer.
- Questions about promotions and giveaways: The Superintendency of Industry and Commerce evaluates whether the information provided about the mechanics for awarding prizes in its promotional activities was clear and in line with the current regulations in Colombia.
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- Failures in electronic payments: The authority reported that between February and July 2024 it received 825 complaints of users who experienced double or repeated charges when making your payments through QR codes and other electronic channels. On several occasions, citizens were forced to pay twice in order to complete their transaction.
- Lack of clarity in repurchase bonds: in cases where customers requested the effectiveness of a product warranty and received a buyback bonus, the company allegedly failed to inform in a clear, timely and complete manner restrictions or conditions of use. It was found that this information was only available on the website and not at physical points of sale.
Ara Stores Photo:Ara Stores
Faced with this panorama, the entity emphasized that the beginning of this statement of charges opens a formal stage where Tiendas Ara will have the legal right to defend oneself, present your arguments and provide evidence corresponding to respond to each of the points indicated.
*Article developed with AI support and reviewed by a journalist and an editor.
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