They suggested allocating a unified number for complaints about "online" shopping.
Consumers are demanding censorship of "after sales services" for e-commerce companies
Some companies have begun to improve service, especially goods delivery, shipping operations and after-sales services.
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Consumers have complained about the absence of "after-sales services" at e-commerce companies, pointing out that they ignore the response to consumers' communications, and refuse to return defective or incomplete parts, and they refuse to replace or return them.
They demanded, through Emirates Today, to tighten control over these companies and to oblige them to improve “after-sales services” through a set of mandatory conditions, to facilitate replacement or return, and to recover money in the event of a problem with the commodity, with the allocation of a unified number for complaints related to e-commerce.
In turn, an expert called for setting unified principles and standards to be applied to all e-commerce sites and companies, especially those related to maintenance and “after-sales services” that are essential, and there are complaints about them from many consumers.
Massage device
In detail, the consumer, Fadia Mohieddin, said that she bought a neck massage device from famous e-commerce companies, and was surprised by not sending a main part that the device could not work without, which is the electrical connection cord.
Mohieddin confirmed that she had contacted the company, via social media, which informed her that this part was not currently available, and that the company would send it soon.
And she continued: “I waited for more than two weeks without success, so I asked to return the device and recover its value to buy a replacement device, but the company ignored my calls and did not answer them, and now despite the passage of more than a month after the incident, I cannot use the device, replace it, or recover what I paid him ».
Muhyiddin called for tightening control over e-commerce companies, obligating them to improve “after-sales services” through a set of mandatory conditions, and to facilitate exchange and return policy, and to recover money, in the event of a defect in the commodity, or it being incomplete parts.
Electric Fireplace
In turn, consumer Fadi Nabih said that he bought an electric heater from a well-known e-commerce website, but it burned out as soon as it was plugged in.
He explained that he contacted the company, which in turn, apologized strongly, and confirmed its intention to replace the heater with a new one, or to refund the price of the device, according to the desire of the consumer, but it has not made either of the two options so far, despite the passage of more than two months.
Nabih pointed out that the "after-sales services" of some e-commerce companies and websites are "bad" and have no control over them, pointing to many pretexts by these companies, so that the consumer discovers that he has lost his money, without having the right to replace the commodity or take back what Paid.
He called for intensifying supervision over these companies, and imposing deterrent penalties on violators who fail to provide "after-sales services". He also demanded that specific numbers be allocated in the Ministry of Economy and local economic departments concerned with e-commerce complaints, in light of the tangible increase in this trade, after It has become a primary and indispensable option for many of the country's residents.
Smart phones
In the same context, consumer Moaz Naji reviewed his experience with some e-commerce sites, saying that he had bought two mobile phones from an e-commerce site at a value of 3000 dirhams, only to discover after receiving them that they were not working.
He added that he returned the two phones to the company, but he had not received the amount he had paid, for more than four months, despite submitting complaints to many of the concerned authorities, pointing out that the company neglected to respond to his communications through the means of communication.
Nagy agreed with his counterparts on the importance of tightening control over websites and taking deterrent measures against violating them, while obliging them to replace, or refund money, with allocating a specific number for e-commerce complaints, to facilitate communication between consumers and the concerned authorities.
Commitment to rights
In addition, the official in the e-commerce website (S.A.A.) emphasized that companies generally have a commitment to consumer rights, and to achieve a high degree of excellence in "after-sales services".
He explained, to "Emirates Today", that some errors may occur due to the large number of requests during the recent period, especially in the seasons of shopping and discounts, as there is difficulty in responding to all consumers, and to carry out returns of goods quickly, as each case is studied separately. , And decide on it.
For his part, the official of an e-commerce site (MA) indicated that companies in the sector have started operations to expand the “customer services” section, and add employees to it, to improve communication and better serve consumers, and improve their level of satisfaction with their services, with regard to timing Goods delivery, freight operations, and "after-sales services".
Uniform standards
For his part, expert on retail affairs, Davy Nagpal, called for setting unified principles and standards to be applied to all e-commerce sites and companies, specifically with regard to maintenance and “after-sales services”, which are among the basic services that there are complaints about from many consumers.
He also called for specifying a certain time period for companies, as a maximum, to carry out "after-sales services", especially for defective or incomplete parts, under the supervision of the concerned authorities.
Nagpal pointed out that there are e-commerce companies that do not adhere to unified standards agreed upon in "after-sales services", as companies procrastinate in exchanging goods or refunding their price to the consumer, while others refuse to do so, citing several reasons, stressing the existence of a commitment from a large number of companies By "after sales services".
Nagpal said that e-commerce is the future in the world now, stressing that the UAE is one of the most important countries that encourage e-commerce, at a time when expectations indicate that its demand will continue in the coming years significantly, which necessitates strengthening the sector, as it is one of the basic pillars of the digital economy. .
“Economy”: replacement, repair, or refund
The Ministry of Economy affirmed that the consumer has the right to choose how to deal with the defective good, either by replacing it, repairing it, or recovering its price, without forcing him to choose one of these options.
She explained, in previous statements, that this applies to companies and e-commerce sites, such as traditional sales outlets.
The Acting Director of the Competition and Consumer Protection Department in the Ministry of Economy, Marwan Al-Sabousi, told «Emirates Today» that the Supreme Committee for Consumer Protection decided to prepare a unified law for e-commerce that includes the conditions for protecting the electronic consumer and the mechanisms for protecting it from misinformation.
He called on consumers to pay attention to the provisions of the electronic contract when concluding it, and to avoid any arbitrary conditions in the contract, in addition to the need for the consumer to know ways to guarantee his rights, in the event of discovering a hidden defect in the commodity, stressing the consumer's right to refrain from buying, when the contract between him and a company is broken Electronic shopping.
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Consumers: Companies ignore the
response to our contacts and refuses to
answer defective goods.
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