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Sat 13 Jun 2020 03:19 PM

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Dubai sees 228% increase in e-commerce complaints during May

Dubai Economy said the noticeable rise in consumer complaints on the e-commerce sector shows the change in consumer behaviour during the past month

Dubai sees 228% increase in e-commerce complaints during May

Al Zaabi called on website owners to make sure of the time required to deliver the products in order to avoid receiving complaints on late deliveries.

Dubai Economy said consumer complaints related e-commerce was 228% higher in May this year, compared to 12 months ago.

The Commercial Compliance & Consumer Protection (CCCP) sector in Dubai Economy said it received 1,404 consumer complaints related to e-commerce last month, compared to 428 complaints during the same month last year.

Use of e-commerce has soared 300% in the UAE since outbreak of Covid-19, and the subsequent lockdowns put in place to curb the spread of the virus.
Ahmad Al Zaabi, Director of Consumer Protection in the CCCP sector, Dubai Economy, said the number of complaints reflects a change in consumer behaviour. 

“The noticeable rise in consumer complaints on the e-commerce sector shows the change in consumer behaviour during the past month, and their preference to purchase through e-commerce websites due to the current conditions caused by the Covid-19 pandemic, especially as many business owners began to sell their products online,” Zaabi said.

Al Zaabi called on website owners to make sure of the time required to deliver the products in order to avoid receiving complaints on late deliveries.

There was a variety of the types of complaints received, with cashback complaints amounting to 27% of the total e-commerce complaints, followed by non-compliance with the terms of the agreement (26), and non-compliance with after-sales service (13).

Emiratis accounted for 34% of the consumer complaints received, followed by Saudis (28%), Egyptians (10%), Jordanians (5%), and Indians (4%).

Of the total complaints, 94% were submitted through the smart channels of Dubai Economy, with 64% via the ‘Dubai Consumer’ app and 30% through the consumerrights.ae website, while the remaining 6% came through the call centre 600545555.

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