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The CIMEX Corporation has asked its customers to report any acts of corruption through its official support channels.
In a recent post, the Corporation stated that "it continues to strengthen control measures in order to minimize acts of corruption and illegalities."
"We appreciate that these are processed through our official customer service channels, which allows us to act immediately," they concluded.
The post was accompanied by a screenshot of the corruption accusation at the "Cibeles" store in Havana, which was first reported by independent press last week, following the complaint made on social media by the president of the Rampa Popular Council.
After the complaint went viral, CIMEX published, through an article in Cubadebate, that three employees were sanctioned and removed from their positions after irregularities were detected in the sale of products such as chicken liver and popular cigarettes.
It was found that chicken liver was sold in large quantities to a single customer and to the establishment's workers, instead of being distributed fairly among the population.
It was also confirmed that the unit administrator allowed employees to purchase the popular cigar, in violation of the regulations established by the corporation.
Reactions to CIMEX's request to use official reporting channels
In the comments section of the CIMEX request, several users expressed skepticism about the effectiveness of such official channels.
Some have considered that it seems the Corporation wants the complaints to avoid reaching social media, where they gain the publicity needed to address those acts of corruption.
Otherwise, everything remains within the dubious framework of the Corporation's internal resolution, and the likelihood increases that the average Cuban may never find out.
Customer mistreatment: A recurring complaint in CIMEX stores
In the comments section of the aforementioned publication, some internet users listed several recurring problems at CIMEX stores.
Abuse in establishments has been cited as a problem that generates indignation among consumers. The lack of professionalism and the attitude of some workers have turned the shopping experience into an unpleasant situation.
"There should be a customer service training course, like the one at the store on 70th and 21st. I arrived last Sunday and, when the power came back, the cashier was in a bad mood. She rudely responded that there was no electricity, even though the refrigerators and the POS were working," recounted a customer who experienced an episode of mistreatment.
Situations like this occur frequently, without any visible sanctions or changes in customer service.
Your Delivery: unfulfilled promises and an inefficient return system
Online shopping through TuEnvío has become a frequent source of frustration for customers, who report irregularities in product delivery and a complicated refund system.
"You pay for the combo upfront, and when you go to pick it up, you find out that the sale was oversold and that my order was among those," reported a user.
Despite CIMEX indicating that claims should be made through official channels, the reality is that customer service numbers do not respond or simply redirect complaints from one entity to another without providing concrete solutions.
"When after so much wear and tear you finally manage to communicate, the back-and-forth begins: it's the Metropolitan Bank that is supposed to return the money because CIMEX has already done its part. In the end, it's the never-ending story," noted another affected buyer.
Access issues to financial services
Another citizen complaint relates to the inability to check the balance of classic currency cards.
"It is impossible to communicate with the operators; they are always busy. It seems they do not have enough staff to meet the demand", reported a user who is trying to check their balance unsuccessfully.
The problem is exacerbated when the lack of personnel is combined with the malfunctioning of computer systems.
"I hope this complaint serves for a thorough analysis because the situation is unsustainable," concluded the affected party.
The debate on dollarization and the expansion of GAESA
Beyond the specific issues with CIMEX services, citizens also question the gradual dollarization of the Cuban economy and the increasing role of GAESA in controlling the country's resources.
"When are they going to address the issue of salaries in CUP and the sale in dollars in the stores? I believe it is more serious than everything else", raises a user, reflecting the concern over the economic inequality generated by this system.
While CIMEX insists on its commitment to transparency and control, citizens continue to face irregularities in the stores, mistreatment in service, and difficulties in obtaining responses to their complaints.
Complaints continue to pile up on social media, but the solution seems to be increasingly out of reach for Cuban consumers.
Frequently Asked Questions about Corruption in CIMEX Stores and Its Impact on Cuban Consumers
What measures has CIMEX taken in response to the corruption allegations?
CIMEX has sanctioned three employees of the "Cibeles" store in Havana after irregularities were detected in the sale of products such as chicken liver and popular cigars. These sanctions include the definitive separation from the entity for those involved. The corporation has strengthened its control measures to minimize acts of corruption.
Are the official reporting channels of CIMEX effective?
Many internet users are skeptical about the effectiveness of CIMEX's official reporting channels, as they believe that complaints made public on social media receive more visibility and attention than those processed internally, where the resolution process is questionable and lacking transparency.
What are the most common complaints from CIMEX customers?
The most common complaints from CIMEX customers include mistreatment in stores, lack of professionalism from employees, and an online shopping system through TuEnvío that has irregularities in product delivery and an ineffective return system.
What is the impact of dollar sales in CIMEX stores?
The sale in dollars at CIMEX stores exacerbates economic inequality in Cuba, as a large part of the population does not have access to this currency. This system has been criticized for increasing inequalities and limiting access to essential products for those who receive their salary in national currency.
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