MINISO, the Chinese lifestyle retailer known for its colorful, fun branding and the slogan “Life is for fun,” is under scrutiny in Morocco after a customer revealed a troubling shopping experience.
Speaking to Morocco World News (MWN) on the condition of anonymity, the customer described a visit to the store that turned from a casual shopping experience into a frustrating ordeal.
Staggering price discrepancies
The customer purchased an item at MINISO, only to discover shortly after that the exact same product was available elsewhere at nearly six times less.
Shocked, they attempted to return the item for a refund but were met with resistance. MINISO reportedly does not process refunds, offering only a complicated exchange procedure that requires managerial approval and other bureaucratic steps.
“It’s unacceptable, especially in such a large store. They operate by their own rules, which clearly violate consumer protection laws. This is outright scamming behavior,” the customer told MWN.
A broken customer service model
The incident points to systemic flaws in MINISO’s customer service model in Morocco. Rather than prioritizing transparency and consumer trust, the store appears to place obstacles between customers and their rights.
Exchanges are cumbersome, refunds are denied outright, and staff reportedly enforce internal “rules” that conflict with national legislation. Such practices do not just inconvenience shoppers; they actively erode confidence in the brand.
Consumer protection laws in Morocco
Moroccan law is explicit when it comes to safeguarding buyers. Law n° 31-08 on consumer protection establishes a clear framework to ensure fair treatment of consumers, covering information transparency, the regulation of commercial practices, and the prohibition of abusive clauses. It guarantees consumers:
- The right to clear and accurate information on pricing, labeling, and sales conditions.
- Freedom of choice, enabling purchases according to personal needs and financial capacity.
- The right to retract purchases under certain circumstances, with a seven-day window for reconsideration.
- Access to advice and legal representation through associations of consumer protection.
- Protection of economic interests, including oversight of promotional campaigns, discounts, and sales practices.
The law is supported by a network of qualified investigators deployed across Morocco’s 29 administrative regions, with a dedicated unit monitoring online commerce to ensure compliance with legal standards.
Poor service, questionable pricing policies underneath shiny slogans
Despite these protections, MINISO’s reported refusal to issue refunds and convoluted exchange process appear to conflict with Moroccan consumer rights.
By creating obstacles rather than solutions, the store risks legal scrutiny and reputational damage. In a market increasingly conscious of consumer rights, such practices are not only unethical, they are potentially unlawful.
The promise of “fun” feels empty when the reality is navigating red tape and unclear rules that favor the retailer over the consumer.
Ultimately, the MINISO experience raises critical questions about how international brands adapt to local markets.
In Morocco, a colorful slogan cannot mask poor service and questionable pricing policies. For shoppers, the message is clear: fun may be the promise, but frustration is the reality.