An increasing number of Sri Lankan consumers have raised serious concerns regarding the persistent delivery failures, refund delays, and lack of accountability from a globally operating e-commerce platform now active in the country.
Several consumers report experiencing significant delays in receiving their online orders, with many parcels either arriving weeks late or not at all. In many cases, tracking information is unavailable or inaccurate, leaving buyers without clarity or support. Compounding the issue, requests for refunds—especially for undelivered items—are being delayed, rejected, or ignored, leading to growing frustration among customers.
These issues point to critical weaknesses in the platform’s local logistics operations and customer service responsiveness, which fall short of the company’s promised service standards.
Affected consumers are urging the company to:
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- Establish a transparent and responsive customer grievance mechanism specific to the Sri Lankan market.
- Ensure all service and delivery timelines are realistic and locally feasible, rather than relying on global estimates that do not match the on-ground realities in Sri Lanka.
As Sri Lanka continues to adopt digital commerce at scale, there is a pressing need for international platforms to adhere to fair trade, consumer protection, and transparency principles. Failure to do so not only damages trust but may also lead to regulatory sanctions and reputational harm.
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