In a fascinating chapter that brings together ideological and practical aspects of consumption, Bogdanova investigates Soviet citizens' dissatisfaction with the products available and their efforts to defend their interests through consumer complaints submitted to newspapers and other venues. Complaints were one of the few legitimate means for consumers to express their unhappiness and possibly gain redress, even if the act of complaining "displayed the paternal model of dependence of the citizens on the authorities, which was an organic part of the idea of Soviet social structure" (p. 114). The complaints are vivid and engaging, containing valuable details about consumer tribulations. Bogdanova charts the tremendous variety of complaints, from shortages of basic goods to sudden changes in the styles produced, such as the "abrupt change from [shoes with] round to pointed toes" (p. 122). Bogdanova quotes a complaint that states, "The canteen staff at the Gostinyi Dvor and Passazh department stores allows abuses to take place in the sale of juices and mineral water" (p. 134). One can only imagine the nature of the abuse! Complaints not only served as an outlet for consumers' displeasure; they also were important signals to Soviet officials about problems related to consumption. In fact, it was Vladimir Lenin who originally ordered that complaint books be placed in every Soviet establishment (p. 127). Bogdanova asserts that complaints were classified and analyzed and then used to influence planning and production.
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