[imagesource:befunky]

Customer complaints related to online shopping have skyrocketed in the 2022/23 financial year, dominating the Consumer Goods and Services Ombud’s (CGSO) submissions.

We’ve all been there: an online shopping experience so dismal that you want to smash your computer with a hammer, but then you have to order a new one online, so you settle for sending a complaint to the company in question. The kak thing for South Africans is that this is becoming more and more common.

The CGSO’s annual report revealed that issues stemming from online transactions constituted a significant 34% of all complaints received between 1st March 2022, and 28th February 2023. That’s a lot of botched orders.

E-commerce companies in SA clearly need to step their game up as customers claimed ending up bitterly dissatisfied with grievances including delivery delays, order cancellations, and defective goods. On top of all that, inadequate after-sales support or complaint resolution services mean that many of the difficulties never get properly resolved.

The proportion of complaints about e-commerce transactions surpassed those concerning appliance manufacturers or telecoms, accounting for more than double the share. Appliance manufacturers and retailers together contributed 15% of complaints and telecoms and satellite services complaints constituted 14% of the total, respectively. The 34% e-commerce-related complaints contribution is a staggering exposure of just how frustrated SA’s consumers are when it comes to online shopping.

The rise in these kinds of complaints correlates with the growing popularity of online shopping. In the previous financial year, 25% of complaints were related to e-commerce, so it’s clear that we’re all on that ‘add to cart’ buzz.

The CGSO have released a list of ‘red flag’ businesses in order to help customers exercise heightened vigilance when dealing with specific online retailers. These alerts specifically address concerns about non-delivery after payment is made. Basically, don’t order from these online stores if you ever want to see the product in your hands in one piece within a reasonable time frame.

CGSO’s top warnings:

1. Liepies (February 2022): Online store offering women’s clothing, shoes, and accessories.
2. Sassy Heals (April 2022): Store selling shoes through social media platforms.
3. PC Link Computers Online Store (May 2022): Retailer specialising in computers, electrical appliances, and accessories.
4. Reliable Store (December 2022): Diverse range of products including electronic appliances, computers, cameras, and gaming tools.

‘Reliable’ store, yeah right.

PC Link Computers has an alarming 134 cases pending against the company, with 215 consumer complaints submitted at the ombud between April 2021, and April 2022. The online PC hardware and accessories retailer clearly realised they were in the sh*t, when both the shop’s websites, pclinkshop.co.za and pclinkshop.com, ‘mysteriously’ vanished. The online version of rushing into the getaway car and shouting ‘Drive!’.

Remember, always do your research when it comes to supporting a new online store. Check reviews, check CGSO, check your passwords.

While the allure and ease of online shopping may be great, it’s not worth the stress of receiving a damaged order, or worse, not receiving it at all.

[source:mybroadband]