Photo/Illutration A National Consumer Affairs Center of Japan flier offers precautions on using home shopping TV channels. (Provided by the National Consumer Affairs Center of Japan)

The National Consumer Affairs Center of Japan (NCAC) is urging the public to help prevent elderly people, particularly those with dementia, from repeatedly buying unnecessary items through home shopping TV channels.

The NCAC emphasized that relatives and other close individuals are in the best position to guard their elderly loved ones against shopping-related problems, including mail-order troubles.

NCAC figures show that 8,705 complaints about TV shopping were filed with consumer service centers and other institutes across Japan in fiscal 2024.

Those 70 and older accounted for 77.4 percent of the complainants, up 15.6 percentage points from fiscal 2019.

One person called about a mother in her 80s with dementia who could not stop ordering health food products via a shopping channel.

Another 80-something mother bought a massager but found its pounding power was too strong. She tried to send back the machine, but the company said it “cannot accept a return once the product has been powered on.”

The operator also said, “We explained this to you over the phone when you placed your order.”

When a father in his 80s bought vacuum sealed food bags, he was advised to sign up for a subscription. But he declined.

Despite this, the vendor concluded a “regular purchase” contract with him.

When asked about the order, the seller said, “Articles already shipped out cannot be returned.” But the seller promised to “cancel the next delivery.”

Most of the complaints, or 22.6 percent, came from consumers who had ordered health foods, followed by 19.4 percent for cosmetics, including hair growth tonic.

Complaints concerning pharmaceuticals, such as herbal medicines, made up 4.4 percent, while fitness equipment and other sports goods accounted for 3.8 percent. Audio and imaging products were the topics in 3.7 percent of the complaints.

TIPS TO AVOID TROUBLE

The purchase contracts among the complainants averaged 30,000 yen ($202).

Around 44.4 percent of them spent between 1,000 yen and 10,000 yen, while 46.8 percent paid between 10,000 yen and 50,000 yen.

Purchases under 50,000 yen accounted for about 90 percent of the total.

The NCAC noted that conditions for returns and cancellations are only briefly displayed on TV, and viewers often overlook these terms.

The NCAC advises consumers to not only carefully check details of products and services in TV ads but to also verify the data when phoning in their orders.

They are also encouraged to check whether their purchased items can be returned and how to send back the items before the order is finalized.

Consumers should also ensure their contracts are not regular subscriptions unless so intended.

The NCAC emphasized how critical it is for family members, caregivers and others to closely observe the daily lives, actions, words and behavior of elderly people to prevent consumer trouble.

The NCAC said family members of elderly buyers are often the ones reporting consumer problems.

Elderly buyers occasionally forget that they have placed orders or fail to properly complete payment processes, the center said.

The NCAC said families, friends and acquaintances of elderly people with impaired judgment who compulsively buy unneeded goods should also contact the vendors. They can share their concerns with the sellers and discuss how to handle future purchases.

The consumer problem hotline number is 188.

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