Online v/s in-person shopping in Brazil (testimonials)

I think that Mercado Livre is outstandingly brilliant...! Great customer service as well, which is not always apparent in this part of the world.

From other suppliers I also have household items, construction material, wine, and some fresh produce delivered to my door, but as far as meat is concerned, I want to select it myself in person....

But generally on line shopping in Brazil, in my experience, has saved my lots of time, inconvenience and money... 

@Ameerah Arjanee Great Job, Glad to Meet You.

Mine is easy. I only do In-Person Shopping. This is the exact opposite of my buying habits in the USA. In my birthplace I ONLY buy from Amazon. Com or if necessary Best Buy. In Brazil ALL my shopping is done locally with my wife.

This is due to two experiences.

1). I purchased several items from Amazon. Com / Brazil because the import fees etc. added from Amazon. Com / USA made the total price 3x the initial price. There were some early stumbles with delivery from DHL Brazil (we live in a very small village in the Northeast, that really does not have street signs or addresses), but I did receive them in a reasonable amount of time. With Amazon. Com / Brazil several items I purchased in early 2023 have STILL NOT arrived and my account seems to have disappeared from their website. The racing chair for my production studio never made it and I successfully purchased it again from Amazon. Com / USA and I am happy that it came in time.

2). I have a Dell Laptop purchased in the USA and a Dell PC purchased in Brazil. Online from the Dell website. I had the service agreement for the laptop, but Dell required me to connect with Dell / Brazil for help. Fundamentally these customer service situations are always challenging. The FAQ (frequently asked questions) on the website are usually not the ones you have. It becomes even worse when it is in a different language.  Fortunately, I have Total Tech Support from the Geek Squad (Best Buy). Even though there is NO Best Buy in all of Brazil, they provide Tech Support remotely from the USA and can access my computer to fix whatever challenges I have.

I believe very strongly in the Brazilian People, but I have found that it is very often necessary to have the American English Speaking Customer Service Component. It is not the language, but a lot of times the person you are talking to just does not understand for whatever reason. I will always remember the time I went into a local electronics store for batteries for my remote control. I asked the person in Portugues for triple AAA batteries. He kept thinking I wanted some connection for an I Phone. I got my Brazilian wife on the phone, and she asked for AAA batteries. He still did not get it. Finally, for some reason he stepped aside from where he was standing and right behind him was a shelf.... you guessed it.... with Triple AAA batteries.

Roddie in Retirement🕵

I always buy in person from a retail store wherever possible unless the product is utterly dirt cheap online and perhaps too good to be true. I've followed this practice wherever I happen to be, since day one so, the fact I am in Brasil at the moment means nothing at all. Mercado Livre is great, Amazon is generally more expensive IMHO and I avoid them on basic principle more than anything else for non-financial reasons

@Peter Itamaraca

Online shopping has worked well for me. MercadoLivre is great. Amazon I’ve had good experience with. Some other websites, too.

I buy meat from a local butcher shop. I’ve come to trust a fish market for delivery after shopping there in person many times. I ask them what’s fresh today on WhatsApp and then place an order online. And my order is delivered in a few minutes. It works great.

@roddiesho

I found a small shop that sells and services computers locally. Great prices, great service, no bureaucracy.

No cows or chickens, though.

I should have made the point in my comment that you should avoid, whenever possible, buying from abroad and having sent to Brazil. There are taxes applied to anything over a very small value (R$50-ish, if I remember) and there are frequent delays and even non-delivery. The taxes are also applied at the value that Brazil asses the item to be worth, not the retail value you paid nor the declared value...

Much better to bring stuff with you when travelling, or have friends bring things with them when visiting. Probably a good idea to remove packaging so the item appears their own possession!

@roddiesho

Does Jeri have computer stores?

12/03/24 I should have made the point in my comment that you should avoid, whenever possible, buying from abroad and having sent to Brazil. There are taxes applied to anything over a very small value (R$50-ish, if I remember) and there are frequent delays and even non-delivery. The taxes are also applied at the value that Brazil asses the item to be worth, not the retail value you paid nor the declared value...
Much better to bring stuff with you when travelling, or have friends bring things with them when visiting. Probably a good idea to remove packaging so the item appears their own possession! - @Peter Itamaraca

I've found that having a (free) "Minhas Importações" account on the Correios website helps enormously with tracking and makes paying the taxes easy and safe.  I've never had anything go astray that runs through the account, although delivery times are long because goods seem to leave the Customs area at Viracopos Airport and travel by surface mail (!) to their destination. 

I always assume that the combined taxes will equal 100-125% of the original purchase price, so you're absolutely right:  don't buy anything this way unless it's unavailable in Brazil, you've got to have it right away, and there's no way for you or a friend or relative to bring it in on a trip.

12/03/24 I live in Manaus, the seventh-largest city in Brazil and far and away the largest in the Amazon, and we have a problem:  we're also the largest city in Brazil with no highway connections to the rest of the country.  Everything that comes here has to arrive either by boat or plane, and retailers control their inventory investment by limiting their supplies and only restocking when an item and any possible substitutes are sold out.  That means a lot of going from store to store, a lot of making do, and a lot of frustration.  Online shopping has completely changed that equation.

I second everything that @Peter Itamaraca said about Mercado Livre.  I'm a regular customer, and like them a lot.  My biggest issues with them are selection sometimes, and shipping.  They frequently advertise "Free Shipping", and it probably is for the coastal states, Minas, and Brasília, but as remote as we are that changes to "Discounted Shipping".  The discount is not bad, but it's an extra cost.  Still, there are things that we only buy from Mercado Livre, including some supplements.

Prime membership on Amazon-BR, however, is REAL Free Shipping.  We've been Prime members since they introduced it, and they've done an amazing job of building out their logistics network.  Amazon usually includes the taxes on any imports in the price upfront, takes care of them, and refunds any overpayment.  We have ten products ranging from breakfast cereal to shaving cream to whole-bean coffee on a regular discounted delivery schedule through their "Programa e Poupe" system, and receive a regular delivery of something about every two weeks.  We buy all our jellies, maple syrup, and most of our toiletries through Amazon, in every case because of sporadic local supply.  We replaced all of our ceiling fans through Amazon because we couldn't find equal quality -- or even five units of the same fan! locally; same for our microwave.  We're giving each other new phones for Christmas, and took advantage of Black Friday pricing on Amazon to get them. 

Our shopping routine for anything non-perishable these days is to look for it once locally, then check Amazon and Mercado Livre for the best deal.  Online shopping is an important help in letting us live the way we want to live.

Amazon Prime is only free shipping if the order from the merchant exceeds R$150.......if your purchase is under R$150 you pay. That is what happened twice to me in Rio during my free 30 day trial, so, I no longer use Amazon. It was in the small print. My bad.

12/03/24 Amazon Prime is only free shipping if the order from the merchant exceeds R$150.......if your purchase is under R$150 you pay. That is what happened twice to me in Rio during my free 30 day trial, so, I no longer use Amazon. It was in the small print. My bad. - @kolyaS122HSU

I've never run into that.   On very rare occasions I've noticed a shipping charge I wasn't expecting on an item at the "Review Your Order" step, but I've always either substituted the same item from a different vendor without the charge or dropped it.  There are  sellers I won't buy from anymore, but that's because of quality or service.

@alan279 Good Question. I honestly can't say I have seen a Computer Store in All of Brazil.

I am a frequent shopper at Best Buy in the USA. That is my idea of a computer store. I am not familiar with anything in Brazil that I would call one. There are plenty of electronics stores though.

Roddie in Retirement🕵

@Peter Itamaraca Yes, my professionally customized puppets Marcus and Miguel were held up in customs in Belem. My Big Puppet Roddie Julian was held up for over a month in Rio at customs. When I purchase from American Amazon, I know it will cost me three times what the list price is.

However, I purchased several items from Amazon Brazil when I first got here in 2023. I am still waiting for them to arrive well over a year later. I actually purchased the same chair from Amazon, USA and I am very happy that I am sitting on it now, even though the one I purchased from Amazon Brazil a year ago still has not arrived.

Yes, it is financially painful, but at least I know I will get it.

Roddie in Retirement🕵

@roddiesho

I found a tiny shop that sells and services computers. Two guys in a small storefront. They build to order. Or will order for you. The service is great.

There are many small specialty shops in Ilhéus. One day I went to seven shops before I found the cable I needed.

@roddiesho

Take a look at Mercado Livre - the Brazilian eBay - it is huge, but very good and reliable...

Talking about online shopping - how is the delivery experience? 

What do you do to make sure that you get your order on time and accurately?

No porch pirates? Mistakes in the delivery address?  Do you get refunds for non-receipt?

And are the returns free?

If taxes were paid and you returned the product, do you get the full refund with paid taxes?

Sorry for so many questions.  I buy so many things online in the US and I am not sure whether I need to break this habit in Brazil..

12/05/24 @roddiesho I found a tiny shop that sells and services computers. Two guys in a small storefront. They build to order. Or will order for you. The service is great. There are many small specialty shops in Ilhéus. One day I went to seven shops before I found the cable I needed. - @alan279

We have the same thing here:  we bring our computers to Felipe on the second floor of a nondescript old building off the Praça da Polícia for repair, and he always does a good job.

We can buy computers and peripherals at Info Store in the two biggest "Shoppings".

12/05/24 However, I purchased several items from Amazon Brazil when I first got here in 2023. I am still waiting for them to arrive well over a year later. I actually purchased the same chair from Amazon, USA and I am very happy that I am sitting on it now, even though the one I purchased from Amazon Brazil a year ago still has not arrived.Yes, it is financially painful, but at least I know I will get it.Roddie in Retirement🕵 - @roddiesho

Did you contact them?  I've had a couple of shipments go astray -- they're building out their fulfillment system and there are still gaps -- but they've always either reshipped or refunded right away.  Same with Mercado Livre.

In fact, I've had the opposite problem (THEIR problem, actually) of a purchase being delivered and they didn't know until I told them.  Some of their carriers apparently are slow in reporting that the job was done.

12/05/24 Talking about online shopping - how is the delivery experience? What do you do to make sure that you get your order on time and accurately?No porch pirates? Mistakes in the delivery address? Do you get refunds for non-receipt?And are the returns free?If taxes were paid and you returned the product, do you get the full refund with paid taxes?Sorry for so many questions. I buy so many things online in the US and I am not sure whether I need to break this habit in Brazil.. - @Pablo888

Delivery experience -- generally good, not all couriers here know the city well and get lost (even though we live in Centro Histórico; I can only imagine what it's like in the outlying bairros) but purchases usually arrive.

Our building employs doormen 24/7 who sign for deliveries, so no porch pirates.  No delivery address issues, always full refund or replacement for missing shipments.

Amazon almost always and Mercado Livre often include the taxes in the purchase price, and refund any overage.  On one occasion that system didn't work (reason unknown), but I was able to locate the shipment through my "Minhas Importações" account, pay the taxes, and the seller reimbursed me.

In August we bought a replacement shock cord for our rowing machine from Aliexpress in China.  That took a LONG time to arrive and went through "Minhas Importações" for the taxes, but they were very good with their tracking and there were not problems.

@Ameerah Arjanee

I prefer buying in person and from local businesses, especially Brazilian products over imported products. I prefer this because I prefer to support the marketplace in which I live.

That said, I do a lot of online purchasing because, often, the local market doesn't meet my needs or is highly overpriced AND not very efficient at resolving special needs. Still, I try for Brazilian produced products over imports.

Online purchasing here is very straightforward. Example: I could not find a Brazilian made refrigerator (specific model) in locals stores that carried the brand. The stores were unable to provide me with the desired model. I bought one off of the manufacturer's site, located in southern Brazil (I live in the northeast) and it was delivered/unpacked/installed within a week and at the same cost one would find in a local store.

I see small commercial businesses losing out to Internet sales more and more, just as has happened internationally. Import sites and their products are filling the Brazilian market. I make a point of supporting my "neighbors" but often that isn't possible or practical.

mberigan

Sometimes the manufacturer's website has better price/availability/shipping, sometimes Mercado Livre is better.

I recently bought a small convection oven. I had a choice of brands that were essentially identical. But the prices varied widely. Buscape can be helpful with comparison shopping.

12/05/24 That said, I do a lot of online purchasing because, often, the local market doesn't meet my needs or is highly overpriced AND not very efficient at resolving special needs. Still, I try for Brazilian produced products over imports.

Online purchasing here is very straightforward. Example: I could not find a Brazilian made refrigerator (specific model) in locals stores that carried the brand. The stores were unable to provide me with the desired model. I bought one off of the manufacturer's site, located in southern Brazil (I live in the northeast) and it was delivered/unpacked/installed within a week and at the same cost one would find in a local store.
.
mberigan - @mberigan

Here you put your finger on one of my pet peeves with local retail in Brazil.  I ran into the same problem with the five ceiling fans I talked about trying to buy above.  I asked several retailers if they could special order the fans, and it was like I was suddenly speaking a foreign language.

The local stores could have gotten your refrigerator or my fans as easily as we did or moreso; speaking for myself, I would even have paid a little extra for the convenience.  But they're apparently not interested in a sale that doesn't reduce their inventory on-hand.  In addition, I've noticed in store after store that every individual sale is treated as a freestanding profit center, and there's no concern or effort in building a lasting customer relationship.  Both things suggest short-sightedness and a lack of imagination.

That would not have described Brazilian retail as I first got to know it in the 1970s; quite the opposite in fact.  Maybe the almost quarter century of hyperinflation before the success of the Plano Real created a new retail culture that has persisted until today. 

Maybe the sales staff receive a commission only on sales from inventory? I don’t know, but I’ve received blank stares when I’ve inquired about a special order.

Anderson, my computer guy, has offered to order a few things for me. About a year ago he offered to order a computer monitor for me. An expensive gaming monitor. I’m not a gamer. I ordered the most popular 24 inch Samsung monitor on Mercado Livre and have been quite happy with it. He told me that he couldn’t buy the Samsung monitor for less than I paid for it.

I am willing to pay him more for a computer because of his good service (but he charges less!). But he can’t warranty a monitor profitably. I’ve purchased two computers and various peripherals from him and will continue to do so when I can without too much extra cost.

@Alan279

We have many computer stores here in Rio and Petropolis, but, the retail market can also support that. The two I have used give very good personalized service. One built me a new Linux based laptop with a bunch of features you cannot get off the street, and was willing to configure things other stores do not know how to do, or will not.

WARNING ABOUT PRINTERS

Buy one here, do not bring one. You cannot buy US market cartridges cheaply nor do refillable ones work.

@Abthree

In my case we're outfitting a new apartment. Been to every store in the city of Petropolis and had varying experiences. We spent R$15.000 last month.

Magazine Luiza has nothing in stock except for display items, and the staff are very well trained to look it up on their cellphone and convince you to order it with them. They are also the most expensive IMHO. Avoid this store.

TeleRio is pretty good, but, as they are well priced normally, they run out of stock quite often. A good store to go to.

Casas Bahia has nothing in stock except for display items, and everything is delivered from the warehouse in Duque de Caxias in Rio. Thing is, if you order from their corporate site you get a 5% PIX discount and free freight with better pricing than in store orders. They are the best priced for large items, but, like everything, you need to shop around. After the sale customer service sucks trucker azz though. They go into the "corporate witness protection program" and only by writing a scathing online review in Portugese which they replied to, did I get their attention. You don't have to be like that in person as everything here is resolvable with a smile and politeness, but going against a corporate monolith with an AI generated Whats'sApp client service center where you cannot easily get a human, it is required. Our 65" TV showed up with a cracked screen and it took them 18 days to replace it.

Casa e Video is also good, but, they are very tricky with their prices and you have to be careful. Things will have wildly different costs from day to day, on their app versus in store.

We always go to the physical store first. Avoid chains at all costs, unless no choice. Compare prices and purchase terms online, in person, and on the app as well.

I just got our old microwave repaired this week for R$170........a new one would have been R$600........in Canada you cannot get them repaired, economically at all, so, you buy new ones.

@Peter Itamaraca Coincidently, i am purchasing some transparent plastic containers to house my puppets from Mercado Livre

Roddie in Retirement🕵

@abthree Yes, and it was a mess.🙄

@Pablo888 As mentioned before, the items I ordered in 2023 I still have not received. I have given up hope and re-ordered them from Amazon. Com / USA. which delivered them in a reasonable amount of time.

I have never had a problem with Porch Pirates. In MD. it was before this was a thing. In R.I. it was in 2023 - still no problem. When I visited my daughter in MD in 2023 she lived in a secure building and I also used Amazon. Com  locker delivery at Whole Foods. In Brazil we have a very large compound where we get personal everything - haircuts, pedicures, landscaping and delivery - inside our gates.

Roddie in Retirement🕵

Hello everyone, thank you so much for your replies and sharing your experiences! They will help us a lot in writing the upcoming article.

Out of interest I ordered some switch gear (irrelevant exactly what) from Mercado Livre Friday, and it arrived the next day, Saturday, IMO outstanding...

@roddiesho No Suprise! The transparent containers that I ordered via Brazil's On-Line Shopping, Mercardo Livre, came to us "Pink". I take back my 1 star.

Roddie in Retirement🕵

@Peter Itamaraca Yes, I ordered transparent containers for my puppets. "The Brazilian eBay" sent them in pink. We had to send them back.

Roddie in Retirement🕵