Store allegedly advertised free bag for a minimum ₱100 purchase.
Sunnies Studios is facing backlash after a customer who spent nearly ₱14,000 on prescription glasses was allegedly denied a paper bag, despite the store supposedly offering one for purchases of at least ₱100.
In a TikTok uploaded on October 25, user Ian Panganiban said staff at the eyewear store’s branch at SM North EDSA in Quezon City refused to place his prescription glasses, which cost ₱14,000, in a paper bag.
“Imagine spending almost ₱14,000 on a pair of customized prescription glasses, only to be handed the glasses in their case without a paper bag. And the most embarrassing part? The doctor even checked the receipt and said that the ‘paper bag is not paid for.’ How come?” read the text overlay in the video.
He added in the video caption that the store supposedly advertised a free gift box with a minimum spend of ₱100.
Sunnies Studios customers can choose to have their orders placed in a standard paper bag or a cardboard gift box for an extra fee.
“Paano kung wala akong dalang bag? Dadalhin ko ba ‘yung glasses na may case lang all throughout? What if I accidentally drop them or they get damaged?” he said in the caption accompanying the video.
Panganiban added that he approached the saleslady on duty to ask about the doctor’s remark. The saleslady supposedly said the doctor was not new to the branch, even though the promotion was allegedly not honored. It was not specified if paper bags were potentially unavailable.
“I’d just like to clarify that the saleslady and staff at Sunnies SM North Annex have always been kind and nice to me, even during my previous visits. I have nothing against them personally,” Panganiban clarified in a comment.
Sunnies Studios commented under Panganiban’s post to apologize for the incident, promising to discuss the matter with him through direct message.
“This is definitely not the kind of experience we want for our customers. We’ve sent you a DM so our team can further investigate this concern.
We’re sorry for the inconvenience, and we’d really like the opportunity to look into this and make things right for you,” the store’s official account commented.
The store may be held liable for potential misleading advertising or failure to honor its advertised promotion.
The Consumer Act of the Philippines, or Republic Act No. 7394, requires sales promotions to clearly display the terms and conditions, start and end date of the promotion, and the corresponding permit number issued by the Department of Trade and Industry.
It is unclear if these details were indeed displayed in the supposed promotion by Sunnies Studios.
Likewise, the law generally provides that misleading advertising may constitute a violation, including when material facts about an offer are not properly disclosed.
“In determining whether any advertisement is false, deceptive or misleading, there shall be taken into account (…) the extent to which the advertisement fails to reveal material facts,” the law says.
Suspected violations of consumer rights, including concerns over advertised promotions, can also be reported directly to the DTI.
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