Cyber Monday 2025 sales Record Overshadowed by Surge in Consumer Complaints
Santiago, Chile – Despite reporting a record-breaking $430 billion in sales, Cyber Monday 2025 has triggered a wave of consumer complaints in Chile, with the National consumer service (Sernac) receiving over 900 reports of issues related to the event. The complaints, which are expected to rise in the coming days, highlight potential problems with online retailers and underscore the importance of consumer rights in the rapidly growing e-commerce landscape.
The high volume of complaints comes as Chile’s digital marketplace expands, offering convenience but also presenting challenges in ensuring fair and transparent transactions. sernac’s findings reveal a meaningful disparity between affiliated and non-registered providers, with 531 complaints directed at officially participating companies and 402 against those not registered for Cyber Monday. This data signals a need for increased oversight and accountability across all online sales platforms.
According to Sernac, the most common issues reported include unilateral cancellation of purchases, charges exceeding advertised prices, and incorrectly applied discounts.
Sernac has identified the companies receiving the highest number of complaints – based on volume, not market share or transaction numbers – as Falabella.com-Lino (25% of total complaints), Cencosud-Paris (8.1%), Sodimac (7.5%), Hiper Lider – Lider.cl (7.2%), and Ripley (5.5%).
Geographically,the majority of complaints originated from the Metropolitan region (60%),followed by Valparaíso (12%) and Bío Bío (7%). Other regions reporting significant complaint numbers include Maule (3.8%),Araucanía (3.6%), O’Higgins (3.6%), Ñuble (3.4%), los Lagos (3%), Coquimbo (2.2%),and Los Ríos (1.6%).
Sernac is reminding consumers of their rights, including the “right of withdrawal” allowing regret of a purchase within 10 days, and the six-month legal guarantee against defects due to normal use. Companies found in violation of these regulations face fines of up to 300 UTM, equivalent to approximately $21 million Chilean pesos.
