There was a time when the word scam was reserved for elaborate schemes orchestrated by fraudsters seeking to separate unsuspecting individuals from their hard-earned money.

Today, however, an uncomfortable question is increasingly being asked by ordinary Jamaicans: At what point does poor customer service become so unacceptable that consumers begin to wonder whether they have been scammed?

This is not an indictment of every business operating in Jamaica. Many companies provide exemplary customer service, honour their commitments, and understand that trust is the foundation of long-term commercial success.