Bureau of Household Goods reports surge in consumer complaints amid pandemic

In a recent meeting of the Bureau of Household Goods and Services Advisory Council, held on March 25, 2021, officials reported a significant surge in consumer complaints, reflecting the ongoing challenges posed by the pandemic. The meeting, which took place in a virtual format, highlighted the bureau's efforts to address issues related to electronic and appliance repairs, home furnishings, and household movers.

As the pandemic has driven more consumers to shop online, the bureau noted a sharp increase in complaints related to items purchased but not received. In the first half of the current fiscal year, the bureau received 816 complaints, nearly matching the total for the entire previous fiscal year, which saw 850 complaints. This uptick is largely attributed to supply chain disruptions affecting deliveries of furniture and major appliances.

The bureau also shared insights into its expanded jurisdiction over service contracts, which now encompasses nearly all service contracts. This change has led to service contract complaints constituting over 30% of the bureau's total complaints this fiscal year. The bureau's name change in January 2020, from the Bureau of Electronic and Appliance Repair Home Furnishings and Thermal Insulation to the Bureau of Household Goods and Services, has caused some confusion among consumers regarding the types of complaints the bureau handles. To address this, officials are working on updating their website to clarify their scope of services.

Winston Luong, a member of the compliance unit, presented statistics on household movers, revealing that between July and December 2020, the unit received 252 complaints and closed 237. A significant portion of these complaints involved unlicensed movers, with 131 such complaints reported. Other issues included hostage situations, loss or damage of items, and overcharges.

As the meeting progressed, the council members engaged in discussions about enforcement and investigation statistics, emphasizing the bureau's commitment to consumer protection in a rapidly changing marketplace. The meeting underscored the ongoing challenges faced by consumers and the bureau's proactive approach to addressing these issues, ensuring that Californians receive the support they need during these unprecedented times.