L
LequteMan
Guest
If you’re reading this article, chances are that you are no stranger to e-commerce. And even if you haven’t shopped online in the past, you will at least understand the concept.
As a marketing professional, I must say that Nigeria’s e-commerce companies have some of the most creative adverts that I have seen around. I am not likely to forget the Konga advert with Tiwa Savage (so aptly timed) in a hurry. Jumia, Dealdey and Yudala also have exciting campaigns. With this level of creativity, it’s almost impossible not to want to shop online.
You see, I am not one to jump on something because every other person is doing it. While I admit that shopping online could be faddy to some people (the webroomers), I am deeply convinced that online is the best way to shop.
Shopping in-store has its miseries; for instance - traffic issues (you would think weekends should be easier) or the long queue while the cashier sorts notes…heaven help you if wearing heels.
So when you juxtapose these with the comfort of shopping from your computer especially when the cost of delivery is not more than N500, wouldn’t it make sense to just order your items online?
Sadly, I am beginning to discover that it is better to endure the discomfort of in-store shopping than to take certain things for granted online.
My recent experience
I saw a home appliance on errm…let’s just say jumbosale.com, gladly ordered it and got a notice that the item would be delivered in one week. Not bad.
One week passed, two…three…no email or phone call to let me know why one week had suddenly become three. In week 4 or thereabouts, I got an email apologizing that the item couldn’t be delivered because it was no longer in stock.
Did I miss something? I thought I saw “available” or did the item suddenly develop wings? What was I to do? A call to the customer service team left me more angered because the only option I had was to pick another item…from the same site!
Are you wondering why I didn’t demand a refund? Well, I was paying with a voucher so that left me stuck. I was later to find out that the item was not out of stock as claimed but the price had nearly doubled on the same site. I figured that the replacement cost was factored in and there was no way the item would be sold at the earlier price. My decision to buy was made based on what the site displayed so whose fault? Let’s just blame it on the yoyo-like exchange rate.
Eventually, I decided to choose another set of items. This time, delivery was in batches and each time I paid some ridiculous delivery cost. I wouldn’t mind much if the items delivered were the same as what I saw online. God bless photoshoppers! When I received the items, it seemed as though I shopped from another store.
View attachment 71566
And the colours…If the red I asked for isn’t available, why not look for something close, maybe fuchsia? Biko, what is the relationship between red and green? Who did I offend?
I finally gave up trying. I still have some good amount left on the voucher but it does not seem that store will ever get anything right. I’m not going back there.
I am not alone
I thought I had the most upsetting experience until a friend shared his. He got an item on errm…this time let’s call it wemakeyouhappy.com
Excited, he quickly unwrapped the delivery package and was left in shock. The piece of cloth was as dirty as a hog. The dispatch guy quickly thought up a smart excuse – “Sorry Sir, this must have been the one left on the mannequin, there’s been a mix up, we will replace tomorrow”.
True to his word, he returned with a replacement in less than 24hours, only that the replacement was worse than the original version. A damp, detergent-smelling piece of fabric was brought back! You have an idea what happened right? The original (by this I mean the first item delivered) was washed and in a bid to meet the “tomorrow” deadline, someone couldn’t wait to let it dry up. Beat that!
If you consider this somewhat fictitious, I would be glad to send you my friend’s phone number so you can hear the “horse” speak. I have since heard many other ridiculous e-commerce experiences.
My worries
How we run our businesses is a reflection of our values as a people. We have seen e-commerce in other climes, why is it so difficult to achieve the same efficiency and integrity here? Why waste millions on marketing when simple orders cannot be fulfilled?
When a customer is aggrieved, who does he run to? Customers are generally defenceless with no one to the rescue. And this happens across all sectors, not just e-commerce.
I hear there is a Consumer Protection Council. Dead or living? That is the question.
PS: Has your experience shopping online in Nigeria been better than mine or my friend’s?
As a marketing professional, I must say that Nigeria’s e-commerce companies have some of the most creative adverts that I have seen around. I am not likely to forget the Konga advert with Tiwa Savage (so aptly timed) in a hurry. Jumia, Dealdey and Yudala also have exciting campaigns. With this level of creativity, it’s almost impossible not to want to shop online.
You see, I am not one to jump on something because every other person is doing it. While I admit that shopping online could be faddy to some people (the webroomers), I am deeply convinced that online is the best way to shop.
Shopping in-store has its miseries; for instance - traffic issues (you would think weekends should be easier) or the long queue while the cashier sorts notes…heaven help you if wearing heels.
So when you juxtapose these with the comfort of shopping from your computer especially when the cost of delivery is not more than N500, wouldn’t it make sense to just order your items online?
Sadly, I am beginning to discover that it is better to endure the discomfort of in-store shopping than to take certain things for granted online.
My recent experience
I saw a home appliance on errm…let’s just say jumbosale.com, gladly ordered it and got a notice that the item would be delivered in one week. Not bad.
One week passed, two…three…no email or phone call to let me know why one week had suddenly become three. In week 4 or thereabouts, I got an email apologizing that the item couldn’t be delivered because it was no longer in stock.
Did I miss something? I thought I saw “available” or did the item suddenly develop wings? What was I to do? A call to the customer service team left me more angered because the only option I had was to pick another item…from the same site!
Are you wondering why I didn’t demand a refund? Well, I was paying with a voucher so that left me stuck. I was later to find out that the item was not out of stock as claimed but the price had nearly doubled on the same site. I figured that the replacement cost was factored in and there was no way the item would be sold at the earlier price. My decision to buy was made based on what the site displayed so whose fault? Let’s just blame it on the yoyo-like exchange rate.
Eventually, I decided to choose another set of items. This time, delivery was in batches and each time I paid some ridiculous delivery cost. I wouldn’t mind much if the items delivered were the same as what I saw online. God bless photoshoppers! When I received the items, it seemed as though I shopped from another store.
View attachment 71566
And the colours…If the red I asked for isn’t available, why not look for something close, maybe fuchsia? Biko, what is the relationship between red and green? Who did I offend?
I finally gave up trying. I still have some good amount left on the voucher but it does not seem that store will ever get anything right. I’m not going back there.
I am not alone
I thought I had the most upsetting experience until a friend shared his. He got an item on errm…this time let’s call it wemakeyouhappy.com
Excited, he quickly unwrapped the delivery package and was left in shock. The piece of cloth was as dirty as a hog. The dispatch guy quickly thought up a smart excuse – “Sorry Sir, this must have been the one left on the mannequin, there’s been a mix up, we will replace tomorrow”.
True to his word, he returned with a replacement in less than 24hours, only that the replacement was worse than the original version. A damp, detergent-smelling piece of fabric was brought back! You have an idea what happened right? The original (by this I mean the first item delivered) was washed and in a bid to meet the “tomorrow” deadline, someone couldn’t wait to let it dry up. Beat that!
If you consider this somewhat fictitious, I would be glad to send you my friend’s phone number so you can hear the “horse” speak. I have since heard many other ridiculous e-commerce experiences.
My worries
How we run our businesses is a reflection of our values as a people. We have seen e-commerce in other climes, why is it so difficult to achieve the same efficiency and integrity here? Why waste millions on marketing when simple orders cannot be fulfilled?
When a customer is aggrieved, who does he run to? Customers are generally defenceless with no one to the rescue. And this happens across all sectors, not just e-commerce.
I hear there is a Consumer Protection Council. Dead or living? That is the question.
PS: Has your experience shopping online in Nigeria been better than mine or my friend’s?
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so as soon as they bring it and it doesnt meet up to my expectations, I simply scrutinise thoroughly and say Dont want it, take it back
