228% rise in consumer complaints recorded in Dubai’s e-commerce sector

By Rahul Vaimal, Associate Editor
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Dubai Economy
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The exponential rise of e-commerce platforms caused by COVID-19 lockdown has also created its fair share of troubles. The Commercial Compliance & Consumer Protection, CCCP, sector in Dubai Economy got 1,404 consumer complaints on the e-commerce sector during May, which was 228% higher than the grievances it had collected in the same period last year (428).

94% of all charges were tendered through the smart channels of Dubai Economy, with  64% happening via the ‘Dubai Consumer’ app and 30% through the consumerrights(dot)ae website, while the remaining 6% came over the call center 600545555.

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

Ahmad Al Zaabi
Director of Consumer Protection,
CCCP Sector, Dubai Economy

“The noticeable rise in consumer complaints on the e-commerce sector shows the change in consumer behavior 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.”

Mr. Al Zaabi highlighted the difference in the types of complaints taken, with cashback complaints amounting to 27% of the total e-commerce complaints, accompanied by non-compliance with the terms of the agreement (26%), and non-compliance with after-sales service (13%).

Mr. Al Zaabi also called urged the website owners to be careful about the time required to deliver the products in order to avoid receiving complaints about late deliveries.