Dubai Economy: e-Commerce surge leads to 228% increase in related consumer complaints during May
The Commercial Compliance & Consumer Protection (CCCP) sector in Dubai Economy received 1,404 consumer complaints on the e-commerce sector during May, which was 228% higher than the complaints received in the same period last year (428 complaints).
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.
Emiratis accounted for 34% of the consumer complaints received, followed by Saudis (28%), Egyptians (10%), Jordanians (5%), and Indians (4%).
Ahmad Al Zaabi, Director of Consumer Protection in the CCCP sector, Dubai Economy, said: "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."
Al Zaabi highlighted the variation in 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)%.
Al Zaabi also 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 welcomes consumer complaints through the Dubai Consumer app available on the Apple, Google, and Huawei stores, on the Consumererrights.ae website, or by calling 600 54 5555. Complaints about price increases should be submitted on the Price.ded.ae portal.