Zachowania konsumentów w zakresie składania reklamacji
Consumers’ Behaviours as Regards Making Complaints

Summary/Abstract: Claiming defective products is the right of each consumer. However, not all make use of their rights. An aim of considerations is to present the customers’ opinions on making complaints. In her article, the author used results of surveys carried out on the basis of questionnaire which had been worked out and verified in a pilot survey. The conducted survey shows that consumers have reluctant attitudes towards making complaints having in mind their earlier experience; they consider that as a lengthy and frustrating process. The very thought of making complaints gets them excited that they have to talk to a rude seller who hinders and discourage them to make a complaint. An important criterion while making the decision on lodging a complaint is price and distance to the shop where they have to make a complaint. The obtained data are a supplement of the existing surveys as regards complaints and they are a good benchmark to formulate research hypotheses in future scientific surveys as well as to manage complaints both at enterprises and at POS.

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