E-commerce generates more than 18 thousand complaints until May 2020
Posted: Sat Dec 07, 2024 7:43 am
17 June, 2020 @ 4:26 pmby Gonçalo Sousain E-commerce , Digital Strategy , Digital MarketingLeave a comment
Share this article
Analysis of the Complaint Portal reveals the drama of consumers buying online and not receiving their orders. Brands were not prepared to respond to the sudden increase in online sales .
In the first five months of the year, Portal da Queixa recorded an exponential increase in the number of complaints in the E-Commerce sector . Between January 1 and May 31, 2020, it received more than 18 thousand denmark email list complaints on its platform, an increase of 132% compared to the same period of the previous year, when 7,787 complaints were registered.
The analysis carried out by the Portal da Queixa team also identified a significant increase in complaints (131%) in the Express Mail Delivery sector : 8,369 complaints in the same period in 2020, compared to 3,625 complaints registered in 2019.
“It was interesting to note that, during the periods under analysis, the exponential increase in complaints relating to e-commerce is perfectly aligned with the same growth in the express mail delivery sector, showing that the increase in purchases through digital channels has created many constraints throughout the value chain”, highlights Pedro Lourenço , CEO of Portal da Queixa .
Delays in deliveries, parcels lost or thrown to the entrance of the building without guarantee of receipt by the recipient, returns due to incomplete address information with correct information, buyers at home due to obligation with parcels returned due to indication that no one answered, are some of the main reasons for complaints directed to parcel delivery and express mail companies.
According to the analysis by Portal da Queixa , in the first five months of the year, in the Electronic Commerce sector , Worten is the brand that leads the ranking of brands with the highest number of complaints, with 1255 complaints.
In the Mail and Parcel Delivery category , the three most complained about brands are: CTT (4713), CTT Expressso (1995) and DPD (1601).
In the Online Supermarkets segment , the first three places on the list of complaints are occupied by: Continente (937), El Corte Inglés (877) and Auchan (375). LIDL was the brand with the fewest complaints (87).
Regarding Home Delivery companies , the analysis by Portal da Queixa found that Uber Eats was the brand with the most complaints, with a total of 1,206 complaints. In the Travel and Stays segment , eDreams was the brand that registered the most complaints (767).
While the crisis caused by Covid-19 has heightened the need for consumers to use digital channels to buy online , this massive demand has also shown that brands were not prepared to respond to the sudden increase in orders, having failed in logistics and delivery of purchases to consumers, a fact that has created several constraints throughout the value chain, jeopardizing the confidence and future growth of the sector.
In Pedro Lourenço 's opinion , if the pandemic predicted a drastic shutdown in the retail, restaurant, tourism and culture sectors, the same did not happen in the digital sector.
“Consumers saw e-commerce as a way to meet their needs, which put enormous pressure on brands that sell online. In fact, it was found that brands were not at all prepared for a sudden increase in orders. This unusual circumstance for the time revealed that procedures and methodology urgently need to be improved, because from the logistics point of view of parcel delivery, brands failed. And in a society that is now taking its first steps towards e-commerce, trust in the sector is essential to ensure growth in the short and medium term, as a lifeline for many businesses. Unfortunately, the mail and parcel delivery sector is not contributing to increasing consumer trust in e-commerce, which is the second reason for complaints, after lack of stock, i.e. consumers rebel against brands because they pay and there is no stock or when there is stock, it is not delivered”, he analyses.
Examples of Complaints registered on the Complaint Portal
Francisco Marques , in the complaint made on the Complaint Portal, addresses a brand: “I don't know how you have the audacity to, firstly, display products on your website that you don't even have in stock and say you do, and secondly, not give a minimum explanation as to why you didn't deliver the products on the date you were supposed to deliver them”, demonstrating a recurring problem.
Regarding delivery times, another consumer reports: “I ordered a bikini on the Calzedonia website on May 18th, and the delivery time was 3 to 5 days. It is now June 1st, and when I check the status of the order, it only says that it has been shipped.”
On the other hand, there are numerous problems reported with the delivery of parcels by express courier companies.
Ana Pereira reports in her complaint: “My order says delivered and when I check on the CTT website it says it was delivered in Lagoa (Algarve) when the address given has nothing to do with that address.” José Sousa also complains when he writes: “On your DPD website it says it was delivered on May 14th, but I never received anything, also because I wasn’t at home that day. There was nothing in the mail, they didn’t even send me an SMS.”
Given this scenario, Pedro Lourenço believes that the Covid-19 pandemic and the lockdown of the Portuguese have changed consumer behaviour forever . “Nothing will be the same again, even with the return to “normality” of shopping in physical stores, consumers have realised the advantages and benefits of buying remotely. The biggest problems were not on the consumers’ side, but rather the brands’ inability to adapt to the growing online demand. Now, the e-commerce sector needs to gain the trust of consumers, as a way of boosting new business in times of crisis, combating an internal reputation crisis generated by the inability to provide a delivery service in accordance with the minimum expected and required quality standard.”
Share this article
Analysis of the Complaint Portal reveals the drama of consumers buying online and not receiving their orders. Brands were not prepared to respond to the sudden increase in online sales .
In the first five months of the year, Portal da Queixa recorded an exponential increase in the number of complaints in the E-Commerce sector . Between January 1 and May 31, 2020, it received more than 18 thousand denmark email list complaints on its platform, an increase of 132% compared to the same period of the previous year, when 7,787 complaints were registered.
The analysis carried out by the Portal da Queixa team also identified a significant increase in complaints (131%) in the Express Mail Delivery sector : 8,369 complaints in the same period in 2020, compared to 3,625 complaints registered in 2019.
“It was interesting to note that, during the periods under analysis, the exponential increase in complaints relating to e-commerce is perfectly aligned with the same growth in the express mail delivery sector, showing that the increase in purchases through digital channels has created many constraints throughout the value chain”, highlights Pedro Lourenço , CEO of Portal da Queixa .
Delays in deliveries, parcels lost or thrown to the entrance of the building without guarantee of receipt by the recipient, returns due to incomplete address information with correct information, buyers at home due to obligation with parcels returned due to indication that no one answered, are some of the main reasons for complaints directed to parcel delivery and express mail companies.
According to the analysis by Portal da Queixa , in the first five months of the year, in the Electronic Commerce sector , Worten is the brand that leads the ranking of brands with the highest number of complaints, with 1255 complaints.
In the Mail and Parcel Delivery category , the three most complained about brands are: CTT (4713), CTT Expressso (1995) and DPD (1601).
In the Online Supermarkets segment , the first three places on the list of complaints are occupied by: Continente (937), El Corte Inglés (877) and Auchan (375). LIDL was the brand with the fewest complaints (87).
Regarding Home Delivery companies , the analysis by Portal da Queixa found that Uber Eats was the brand with the most complaints, with a total of 1,206 complaints. In the Travel and Stays segment , eDreams was the brand that registered the most complaints (767).
While the crisis caused by Covid-19 has heightened the need for consumers to use digital channels to buy online , this massive demand has also shown that brands were not prepared to respond to the sudden increase in orders, having failed in logistics and delivery of purchases to consumers, a fact that has created several constraints throughout the value chain, jeopardizing the confidence and future growth of the sector.
In Pedro Lourenço 's opinion , if the pandemic predicted a drastic shutdown in the retail, restaurant, tourism and culture sectors, the same did not happen in the digital sector.
“Consumers saw e-commerce as a way to meet their needs, which put enormous pressure on brands that sell online. In fact, it was found that brands were not at all prepared for a sudden increase in orders. This unusual circumstance for the time revealed that procedures and methodology urgently need to be improved, because from the logistics point of view of parcel delivery, brands failed. And in a society that is now taking its first steps towards e-commerce, trust in the sector is essential to ensure growth in the short and medium term, as a lifeline for many businesses. Unfortunately, the mail and parcel delivery sector is not contributing to increasing consumer trust in e-commerce, which is the second reason for complaints, after lack of stock, i.e. consumers rebel against brands because they pay and there is no stock or when there is stock, it is not delivered”, he analyses.
Examples of Complaints registered on the Complaint Portal
Francisco Marques , in the complaint made on the Complaint Portal, addresses a brand: “I don't know how you have the audacity to, firstly, display products on your website that you don't even have in stock and say you do, and secondly, not give a minimum explanation as to why you didn't deliver the products on the date you were supposed to deliver them”, demonstrating a recurring problem.
Regarding delivery times, another consumer reports: “I ordered a bikini on the Calzedonia website on May 18th, and the delivery time was 3 to 5 days. It is now June 1st, and when I check the status of the order, it only says that it has been shipped.”
On the other hand, there are numerous problems reported with the delivery of parcels by express courier companies.
Ana Pereira reports in her complaint: “My order says delivered and when I check on the CTT website it says it was delivered in Lagoa (Algarve) when the address given has nothing to do with that address.” José Sousa also complains when he writes: “On your DPD website it says it was delivered on May 14th, but I never received anything, also because I wasn’t at home that day. There was nothing in the mail, they didn’t even send me an SMS.”
Given this scenario, Pedro Lourenço believes that the Covid-19 pandemic and the lockdown of the Portuguese have changed consumer behaviour forever . “Nothing will be the same again, even with the return to “normality” of shopping in physical stores, consumers have realised the advantages and benefits of buying remotely. The biggest problems were not on the consumers’ side, but rather the brands’ inability to adapt to the growing online demand. Now, the e-commerce sector needs to gain the trust of consumers, as a way of boosting new business in times of crisis, combating an internal reputation crisis generated by the inability to provide a delivery service in accordance with the minimum expected and required quality standard.”