by Dr Abhay Kumar
SAMAJ WEEKLY, UK
The culture of online shopping through giant e-commerce companies has spread everywhere, even reaching villages and small towns in India. In recent years, I too became caught up in this trend, but lately, I’ve realized the risks associated with online shopping. Let me explain why I am now hesitant to shop online.
Recently, I ordered a mixer-grinder from a major e-commerce company that claims to have “millions” of customers. I paid Rs. 2002 using my credit card, and the expected delivery date was October 14, nearly two weeks after I placed the order.
The reason I decided to purchase the mixer-grinder was that my elderly mother can no longer chew hard fruits. She has lost many of her teeth and can’t even bite into ripe guavas and papayas, which she loves. A mixer-grinder is useful for crushing hard foods into a pulp.
However, nearly ten days after the expected delivery date, the product still hadn’t arrived. Surprisingly, the e-commerce app showed that the product had been sitting in a nearby warehouse for several days. Each day, I expected it to be delivered the next, but I was wrong. Meanwhile, my mother kept asking me about the delay.
I was shocked when I suddenly received a message from the company stating, “Due to an unexpected issue on our end, we had to cancel your order on October 22.” I couldn’t understand why the order was canceled. What could the “unexpected issue” be? I was never given any specifics.
I attempted to contact customer service but was unsuccessful. The reason is likely the massive layoffs of customer care workers. Nowadays, when you try to reach customer support, you are often met with automated responses that provide generic answers to a limited set of questions.
While the company is making significant profits, it seems less interested in providing proper customer support to address issues. Computer- or AI-generated responses cannot solve every concern. India, with its large and diverse population, consists of both literate and illiterate people, as well as tech-savvy individuals and those who have never used a computer. Additionally, the language barrier further complicates matters.
It is unfair for the management of the e-commerce company to overlook these sociological factors and place their trust in machines, rather than human beings, to address customer grievances. Many believe that such an anti-customer approach is primarily driven by the desire to “cut costs” and increase profits. In the name of cost-cutting, companies often lay off employees, contributing to rising unemployment and worsening customer experiences.
When I couldn’t reach customer care, I decided to share my concerns on social media. Shortly after posting on Twitter and Facebook, I received generic, pre-written responses, which left me unsatisfied.
A while later I received a call from an unknown number. The caller claimed to be from the e-commerce company and said he wanted to resolve my issue. A few minutes into the conversation, he asked me to switch to WhatsApp, which I didn’t initially realize was a video call. He then requested that I share my screen and open the company’s app. At the time, I didn’t realize I was being set up for a scam. The caller’s display picture even showed the e-commerce company’s logo, making him seem credible.
Within a minute of the video call, he asked for my credit card details. Initially, I considered following his instructions, but something made me hesitate. I told him that although I trusted him, I wasn’t comfortable sharing bank details over a video call. The caller insisted I share them, and when I refused again, he began verbally abusing me. Shocked by his behavior, I had no choice but to hang up.
I immediately informed the e-commerce company about the incident. Shortly after, I received a call from my brother, at whose address the product was supposed to be delivered. He mentioned that he had received a call from someone claiming they wanted to deliver the product that evening. The caller asked for my phone number, and my brother provided it. Later, the e-commerce company confirmed that no such call had been made by them, reinforcing my suspicion that I had been contacted by a scammer.
When I shared this experience with my friends, many recounted similar stories. They claimed such incidents were common and alleged that customer service was the last priority of the e-commerce company. Some even suggested that customer data might be leaked by employees of the company. While I can’t verify the truth of these claims, my bitter experience raises concerns and highlights the need for a thorough investigation into such scams and the role of digital commerce companies.
My troubles didn’t end there. Later that afternoon, I received a call from the company’s customer care team, advising me to reorder the product. I told the representative that, as a customer, I had the right to know the reason for the delay and cancellation. Despite the previous day’s message about an “unexpected issue on our end,” I was told there had been three failed delivery attempts. I asked for proof of these attempts, but the customer care representative provided none, simply repeating that the delivery was managed by a “third party” and that the company had “no access” to the information.
By the evening, I was left feeling frustrated. Several questions lingered in my mind: How could a product be delayed without the digital company taking responsibility? How could the order be canceled without the customer’s consent? Since the refund would take a week to process, how could I reorder the product if I didn’t have extra funds? Why should my money be held by a third party for over a month?
I believe this situation is common across many digital commerce platforms. I’m sure others have similar stories to share. These platforms, under the guise of discounts and sales, have trapped a large portion of our population. While their sales have surged, they seem to have little concern for customer welfare. They take the profits while the risks fall entirely on the customers.
With minimal investment, these platforms are generating enormous profits while paying unfair wages to their workers and forcing them to work in inhumane conditions. The rise of online shopping has severely impacted the retail sector and small traders, while also posing significant threats to privacy and security. Policymakers should conduct a proper inquiry into these matters to ensure the safety of customers and fair wages for workers.
Dr. Abhay Kumar is an independent journalist.
