PERLINDUNGAN KONSUMEN ATAS KESALAHAN PESANAN DALAM TRANSAKSI JUAL-BELI MAKANAN DAN MINUMAN (STUDI LAYANAN GARANSI KEKECEWAAN DI OMBEIN INDONESIA)

Rizka Nabila Izza Zakiya, NIM.: 19103040074 (2023) PERLINDUNGAN KONSUMEN ATAS KESALAHAN PESANAN DALAM TRANSAKSI JUAL-BELI MAKANAN DAN MINUMAN (STUDI LAYANAN GARANSI KEKECEWAAN DI OMBEIN INDONESIA). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

The complaint service is an access for consumers to complain about the dissatisfaction they feel both from the service or the quality of the product. Ombein Indonesia as one of the beverage brands offers a complaint service called “Garansi Kekecewaan” to their consumers who experience adverse things caused by negligence from their employees as a form of protection and accountability to their consumers. Negligences that ordinary happened such as a shortage of the order quantities, taste of drinks that different than usual, and negligence for using ingridients that already expired. based on that fact, there's some question that comes up: first, what is the form of consumer protection and the implementation of company responsibility for consumer complaints in food and beverage transactions at Ombein Indonesia? second, how is the suitability of the implementation of the responsibility provided by Ombein Indonesia to consumers who experience some dissatisfaction things with the laws and regulations in Indonesia? To answer that question, this research uses a type of juridical-empirical research using the theory of consumer protection and the responsibility of the company to analyze it. Data sources obtained from the field through the interview are used as primary legal materials, while secondary legal materials are obtained from library materials such as books, journals and articles. Encyclopedias and other sources that have relevance to the research topic become tertiary law material. This research is classified as field research.. The results of this research show that the implementation of accountability provided by Ombein Indonesia to its consumers who experience losses has been carried out quite well with variations in the provision of disappointment guarantees, including: product exchanges, vouchers, and refunds. In addition, if the analysis is in accordance with Article 19 of Law No. 8 of 1999 concerning Consumer Protection, then its implementation is in accordance with the provisions in that article. However, if according to the Civil Code, the implementation is still not appropriate because the imposition of compensation costs is entirely charged to employees. This is not in accordance with Article 1367 of the Civil Code.

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