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While tokopedia is probably the largest online marketplace in Indonesia, there's a lot of room to improve. Today, my customer just made a mistake, buying for one day delivery when in fact, it is a preorder item. When there's no preorder button for the app, it makes the app useless. Instead just make it web only version or fix the problem. If the app doesn't have the same feature as the web, why should I download the app? Also, no buyer protection. Bought something for a gift. Came in a damage packaging. The glue came undone and it’s supposed to be a branded item. Talked to the seller which didn’t resolve anything but instead blaming it on the courier when in truth, the packaging just looks cheap and probably not authentic. Even implied I was complaining because I wanted her to give me a discount for a damage item that was entirely not my fault. Talked to tokopedia staff. Unfruitful. Said they cannot do anything. Useless even trying to contact them. Layout isn’t exactly user friendly too. Too clutter and confusing.

Customer service isn’t as great as you only have 3 days after receivable arrived to test the product quality. Sometime the description of the product isn’t detail enough for customers to know what’s applicable and what’s not. In addition, refund customer service not even helping out with the condition of unsatisfied customers. Likewise, products sometimes arrived later than expected and you’re not there to received it because out of town. This option also not available as you can’t test the product when you’re not available. Refund policy should be done 14 days instead to assist with lots of unsatisfied issues.

The other day I was searching for a product for a family member in this "marketplace". Something that I would not buy myself. In the following days, unusual product ads started to appear in my instagram feed. It's the very product type I was searching for in that day. They are operating pretty much under the radar within an unregulated domain, with little interest to customer privacy, experience or satisfaction. The dangerous thing is that they are big. Big enough to set trends for other competitors to follow. Indonesia is one of the worst place for consumers to be in. No protection from the law, certainly none from such "marketplace". There is no such thing as customer first. It's Tokopedia first, sellers second, and maybe customers third. Shame.