楽天ポイント付与祭りから一転、ポイント没収祭り

僕はこのポイント祭りそのものには参加していないのでポイントの取り消しもされていないけれど、ポイント取り消しを一方的に食らった人はたまったもんじゃない。

過去にもネット通販で198,000円で売るつもりだったパソコンの価格表示が19,800円となっていて注文が殺到し、結局その購入申し込みを全て一方的にキャンセルしたという会社があった。これも購入申し込みをすませた側からすれば落胆モノだけど、まぁこの時は明らかに会社の担当者がウッカリミスをしていたことは明らかだし購入者側もそれをわかって注文していただろう。ミスにつけ込んだ感がある。なにより、この会社は価格表示のミスを謝罪し、以後このようなことがないように注意すると表明した。

ところが今回の楽天の対応といったらもう目も当てられない（http://www.rakuten.co.jp/com/faq/information/20060109.html）。楽天市場が打ち出した企画が採算が合わないと見るやいなや一方的にポイントを取り消し、しかももうそのポイントを使って買い物を済ませてしまった人に対してはポイント利用相当額の分をクレジットカードで勝手に引き落とすという無茶っぷり。しかも、最も呆れるのは楽天市場からのお知らせには自社のソソウを一切わびずに逆に利用者側に不適切な行為があったと断定する傲慢ぶり。

ポイントがなくなっても注文をキャンセルするには、特別な事情がない限りは購入者都合になるのでキャンセル料がかかったり送料が購入者負担となったりする。楽天市場は利用者のことをどう考えているのか知らないが、日本の全ての企業の中でも最もユーザーを見下した企業であることは間違いなさそうだ。

ネットショッピングの認知度を高めるのに大いに貢献した企業であることは確か。ネットを使って買い物をするという習慣自体がなかった人にとっても比較的信頼されている会社でもある。今回のような恥ずかしい対応はこれを最後にして欲しいものだと思う。

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