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Amazon accused of price gouging on essential items in early days of pandemic – CBC.ca

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An American consumer advocacy group is accusing Amazon of price gouging on items such as soap, face masks and toilet paper in the early days of the COVID-19 pandemic, even as the e-commerce giant claimed to be cracking down on third-party sellers on its platform who were doing the same thing.

A report by Washington-based Public Citizen claims that Amazon hiked prices on many essential items in March and April, adding mark-ups of up to 1,000 per cent on some basic items.

“Amazon has fundamentally misled the public, law enforcement and policymakers about price increases during the pandemic,” said Alex Harman, the consumer policy advocate for the group which says it lobbies lawmakers for legislative changes to protect consumers.

The group tracked a sample of items to monitor their price and availability. Among the price changes the group said it observed were:

  • A pack of 50 disposable face masks increased by 1,000 per cent.
  • Dial liquid antibacterial hand soap increased by 470 per cent.
  • A pack of 100 disposable hand gloves increased by 336 per cent.
  • A pack of eight 1,000-sheet toilet paper rolls increased by 528 per cent.
  • A pack of eight Brawny paper towels increased by 303 per cent.
  • A five-pound bag of unbleached flour increased by 425 per cent.

In a statement to CBC News, Amazon strongly refutes the claims and says it is in favour of legislation that would forbid price gouging in all forms.

“There is no place for price gouging on Amazon and that includes products offered directly by Amazon,” the company said Thursday. “Our systems are designed to offer customers the best available online price and if we see an error, we work quickly to fix it.”

Amazon has published blog posts in favour of establishing a nationwide law against price gouging, and another saying that it has “no place in our stores.” 

PPE in short supply

Items such as hand sanitizer, toilet paper, flour and other sudden essentials were hard to come by in March and April across the U.S. and Canada, as reports of massive price hikes and supply shortages were rampant.

CBC News reported at the time that Amazon’s Canadian website was selling a small, 60-millilitre bottle of hand sanitizer for $184. Amazon blamed third-party sellers, and vowed to crack down on any similar instances.

But the Public Citizen report says Amazon was also hiking prices on many items at the time. “Amazon has publicly blamed third-party sellers for price increases while continuing to raise prices on its own products and allowing those sellers to increase their prices,” Harman said. “Amazon is not a victim in the price gouging on its marketplace — it is a perpetrator.”

Consumers had a hard time finding many essential items on store shelves in the early days of the pandemic. (Ryan Remiorz/The Canadian Press)

Basic supply and demand

Farla Efros, president of retail consultancy HRC Advisory, said in an interview with CBC News on Thursday that any price hikes for in-demand items just boil down to simple supply and demand issues.

“Given the fact they were able to service their customers, I think that [consumers] will be forgiving,” she said.

Efros added that prices went up elsewhere. “You saw the same thing in the grocery stores,” she said, noting high-profile examples of retailers who were shamed in the media, including high-end Toronto grocery store Pusateri’s, which at one point was selling sanitizing wipes for $30 a can

And a couple in B.C. went viral for buying up the entire supply of sanitizing wipes at multiple Costcos in and around Vancouver and then reselling them at an exorbitant markup on Amazon, before Amazon banned them.

Efros says consumers are mostly grateful to be able to get their hands on those items at all, which wasn’t the case at most in-person stores. “Consumers were so desperate to get their hands on anything and everything that they didn’t pay as much attention as they would normally.”

But another retail expert thinks Amazon may have taken a hit to its reputation with consumers. Doug Stephens, founder and CEO of The Retail Prophet, says the secret weapon in Amazon’s growth as a retailer is the trust that consumers have in its prices and reliability.

“You felt pretty confident that you weren’t going to be gouged, so something like this is really damaging,” Stephens said in an interview. Coming on the heels of other revelations about labour violations and health concerns in warehouses, and a Competition Bureau probe into whether Amazon gives preferential treatment to its own products, Stephens says the company may have hurt itself a little in this pandemic, despite their booming sales.

“It takes a long time to build trust but it takes a little time to lose it,” he said.

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Transat AT reports $39.9M Q3 loss compared with $57.3M profit a year earlier

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MONTREAL – Travel company Transat AT Inc. reported a loss in its latest quarter compared with a profit a year earlier as its revenue edged lower.

The parent company of Air Transat says it lost $39.9 million or $1.03 per diluted share in its quarter ended July 31.

The result compared with a profit of $57.3 million or $1.49 per diluted share a year earlier.

Revenue in what was the company’s third quarter totalled $736.2 million, down from $746.3 million in the same quarter last year.

On an adjusted basis, Transat says it lost $1.10 per share in its latest quarter compared with an adjusted profit of $1.10 per share a year earlier.

Transat chief executive Annick Guérard says demand for leisure travel remains healthy, as evidenced by higher traffic, but consumers are increasingly price conscious given the current economic uncertainty.

This report by The Canadian Press was first published Sept. 12, 2024.

Companies in this story: (TSX:TRZ)

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Dollarama keeping an eye on competitors as Loblaw launches new ultra-discount chain

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Dollarama Inc.’s food aisles may have expanded far beyond sweet treats or piles of gum by the checkout counter in recent years, but its chief executive maintains his company is “not in the grocery business,” even if it’s keeping an eye on the sector.

“It’s just one small part of our store,” Neil Rossy told analysts on a Wednesday call, where he was questioned about the company’s food merchandise and rivals playing in the same space.

“We will keep an eye on all retailers — like all retailers keep an eye on us — to make sure that we’re competitive and we understand what’s out there.”

Over the last decade and as consumers have more recently sought deals, Dollarama’s food merchandise has expanded to include bread and pantry staples like cereal, rice and pasta sold at prices on par or below supermarkets.

However, the competition in the discount segment of the market Dollarama operates in intensified recently when the country’s biggest grocery chain began piloting a new ultra-discount store.

The No Name stores being tested by Loblaw Cos. Ltd. in Windsor, St. Catharines and Brockville, Ont., are billed as 20 per cent cheaper than discount retail competitors including No Frills. The grocery giant is able to offer such cost savings by relying on a smaller store footprint, fewer chilled products and a hearty range of No Name merchandise.

Though Rossy brushed off notions that his company is a supermarket challenger, grocers aren’t off his radar.

“All retailers in Canada are realistic about the fact that everyone is everyone’s competition on any given item or category,” he said.

Rossy declined to reveal how much of the chain’s sales would overlap with Loblaw or the food category, arguing the vast variety of items Dollarama sells is its strength rather than its grocery products alone.

“What makes Dollarama Dollarama is a very wide assortment of different departments that somewhat represent the old five-and-dime local convenience store,” he said.

The breadth of Dollarama’s offerings helped carry the company to a second-quarter profit of $285.9 million, up from $245.8 million in the same quarter last year as its sales rose 7.4 per cent.

The retailer said Wednesday the profit amounted to $1.02 per diluted share for the 13-week period ended July 28, up from 86 cents per diluted share a year earlier.

The period the quarter covers includes the start of summer, when Rossy said the weather was “terrible.”

“The weather got slightly better towards the end of the summer and our sales certainly increased, but not enough to make up for the season’s horrible start,” he said.

Sales totalled $1.56 billion for the quarter, up from $1.46 billion in the same quarter last year.

Comparable store sales, a key metric for retailers, increased 4.7 per cent, while the average transaction was down2.2 per cent and traffic was up seven per cent, RBC analyst Irene Nattel pointed out.

She told investors in a note that the numbers reflect “solid demand as cautious consumers focus on core consumables and everyday essentials.”

Analysts have attributed such behaviour to interest rates that have been slow to drop and high prices of key consumer goods, which are weighing on household budgets.

To cope, many Canadians have spent more time seeking deals, trading down to more affordable brands and forgoing small luxuries they would treat themselves to in better economic times.

“When people feel squeezed, they tend to shy away from discretionary, focus on the basics,” Rossy said. “When people are feeling good about their wallet, they tend to be more lax about the basics and more willing to spend on discretionary.”

The current economic situation has drawn in not just the average Canadian looking to save a buck or two, but also wealthier consumers.

“When the entire economy is feeling slightly squeezed, we get more consumers who might not have to or want to shop at a Dollarama generally or who enjoy shopping at a Dollarama but have the luxury of not having to worry about the price in some other store that they happen to be standing in that has those goods,” Rossy said.

“Well, when times are tougher, they’ll consider the extra five minutes to go to the store next door.”

This report by The Canadian Press was first published Sept. 11, 2024.

Companies in this story: (TSX:DOL)

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U.S. regulator fines TD Bank US$28M for faulty consumer reports

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TORONTO – The U.S. Consumer Financial Protection Bureau has ordered TD Bank Group to pay US$28 million for repeatedly sharing inaccurate, negative information about its customers to consumer reporting companies.

The agency says TD has to pay US$7.76 million in total to tens of thousands of victims of its illegal actions, along with a US$20 million civil penalty.

It says TD shared information that contained systemic errors about credit card and bank deposit accounts to consumer reporting companies, which can include credit reports as well as screening reports for tenants and employees and other background checks.

CFPB director Rohit Chopra says in a statement that TD threatened the consumer reports of customers with fraudulent information then “barely lifted a finger to fix it,” and that regulators will need to “focus major attention” on TD Bank to change its course.

TD says in a statement it self-identified these issues and proactively worked to improve its practices, and that it is committed to delivering on its responsibilities to its customers.

The bank also faces scrutiny in the U.S. over its anti-money laundering program where it expects to pay more than US$3 billion in monetary penalties to resolve.

This report by The Canadian Press was first published Sept. 11, 2024.

Companies in this story: (TSX:TD)

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