TEMPO.CO, Jakarta - Bukalapak and JD.ID gave their response to the findings by the Indonesian Consumers’ Foundation (YLKI) regarding 2019’s most complained e-commerce. The two marketplaces had the most claims compared to other platforms.

Senior Corporate Communications Manager Bukalapak, Gicha Graciella, responded to the findings and said the firm respects it and will use it as a reason to continue improving its services.

However, Gicha explained that the company already has a special team formed to handle customers’ complaints dubbed “BukaBantuan” that follows up any complaints made by its customers. In terms of refunds, Gicha also maintained that the company is committed to providing its best services.

“During [the complaint process], Bukalapak gives its customers the chance to discuss the item being transacted for two workdays. Bukalapak acts as the mediator,” said Gicha.

Echoing Gicha, Marketing Chief JD.ID, Mia Fawzia, said its company management had always followed up customer complaints well, especially in terms of refunds. “Consumers canceling their orders can immediately do so by registering the data of their bank account in the app,” said Mia.

YLKI, in its annual report, said it has received 1,871 complaints form consumers throughout 2019. The top five complaints are related to financial product services, with one of them being the online shopping industry.

Out of the 34 cases against e-commerce, YLKI said that most of them were aimed at Bukalapak and JD.ID.

FRANCISCA CHRISTY ROSANA