As the everyday life becomes busier, everyone wants to get things done in the easiest way possible. For instance, shopping, (we say that’s one hectic job to get done), consumes a lot of time. Moreover, owing to Pakistan’s unstable law and order situation, general public avoids leaving home unnecessarily. Nowadays the scope of e-commerce and online stores in Pakistan is expanding by leaps and bounds. Customers are increasing in number, with the increasing number of people going online every year. An interactive graph on Internet users (per 100 people) in Pakistan using data provided by the World Bank is as under:
View full report by World Bank
The trend of online marketing has gained pace in Pakistan, especially after some e-commerce websites like Kaymu, Daraz, Shophive and many more are investing big amounts to spark their business. As per an e-commerce specialist, Pakistan constitutes of around 200 million individuals, 9% of whom went online last year while another 30% are likely to get connected to the Internet in next three to five years (or earlier). Adding further, he said:
With such stats, Pakistan is bound to become the next major internet market. This is a potential that should be kept in mind while dealing with all things online. He added, the best thing about Internet as compared to any offline business is that you practically get unlimited number of potential customers.
Since e-commerce and online marketing is a distinct yet volatile entity, it is prone to evaporation if encountered with even a single scandal. If the government decides not to regulate e-commerce in Pakistan as early as possible, e-commerce businesses would get contaminated with fraudulent activities and would ultimately result in the destruction of e-commerce industry of Pakistan. Unfortunately, in past, some incidents have shown the dark side of e-commerce stores, like:
A person from Peshawar lost Rs. 126,000 that he paid online to acquire some computer items. His order was never delivered; neither did he receive any refund even after three months of initial transaction.
Saleem, a man from Rawalpindi, ordered something online a few months ago but the products delivered were different from what he had originally paid for. The online company denied him any refund for more than two months until he decided to go legal against them. The matter was later resolved through negotiation.
Similarly, Gaffar Ahmad, from Karachi ordered an Air Conditioner (AC) from Daraz.pk and paid the bill through credit card in advance. After two weeks, instead of delivering the order, Daraz notified him that the AC was out of stock and that his payment would be refunded after 45 days because that’s how the banking system works. When Ahmad took the issue to social media, the CEO of Daraz.pk had to intervene himself to get the refund.
There are hundreds of other cases that are still not brought into the limelight. We carried out a detailed case study of Kaymu.pk, an online marketplace providing consumer to consumer (C2C) as well as business to consumer (B2C) services by connecting buyers and sellers by being a mediator, to close deals on new and used items of various categories. We analyzed thousands of tweets and facebook statuses posted by the customers regarding their experience with Kaymu and found that more than 100+ people complained about the quality of products as well as poor customer service during the month of December 2015 only (statuses are embedded at the end). This number is much lower than the complaints made by the customers via Kaymu’s helpline.
Do you know: Kaymu.pk is the project of German Company Rocket Internet which is running 30+ active websites in Pakistan including FoodPanda and Daraz (Source: The Nation)
Interestingly, ProPakistani.pk, a leading blog covering tech in Pakistan, published 30+ articles regarding the achievements and discounts offered by Kaymu where many people complained about the low quality of the products and wrongdoings of the Kaymu in the comments section of those articles but ProPakistani totally ignored the voice of the customers. You will find one fascinating discussion here which was totally disregarded by ProPakistani. On the other hand, TechJuice tried to highlight the severity of the situation in one of their recent article and warned the public with following words.
I would advise you to use your best judgement before going to Kaymu.pk or if you are shopping there, have someone experienced in online shopping sit with you to go over the credibility of the reseller.
One of the guys behind the marketing team at Kaymu, in a telephonic conversation with us, revealed that “they are compensating the local bloggers by providing them discount vouchers in the name of friendship token”. This is the primary reason why most of the bloggers are silent against the malpractices of Kaymu.
On inquiry with Labour and Human Resources Department – Sindh, Sindh Employees Social Security Institution (SESSI) and Employees Old-Age Benefits Institution (EOBI), we found that neither Kaymu nor ‘Rocket Internet’ is registered with said government bodies whereas, it is mandatory for a business to register with aforementioned government organizations regardless of business nature. We reached out to Federal Board of Revenue regarding tax status of Kaymu as well as Rocket Internet but have not received any reply yet. On the side note, besides Sales Tax and Services Tax, if you are running an online business in Sindh then you are required to pay provincial taxes too.
The google search trends for Kaymu are unstable as seen in the below interactive chart.
View full report by Google Trends
Here are the historical traffic trends for kaymu.pk by Alexa:
View full report by Alexa Traffic Trend
Customers are the reason for the success of both e-commerce and online business. As an online store can address a huge population simultaneously it is quite an effective mode of business. It wouldn’t be wrong if online shopping is labelled as shopping without borders, for the online market is spread over the horizons and goes beyond seven seas. This presents with a pressing need for the government to form a regulating body for e-commerce in Pakistan so that it can facilitate the growth of online businesses.
As most business enterprises in Pakistan are ignorant of the significance of online business, the country itself is at a loss of the revenue that could have been earned otherwise. Now is the right moment for the government of Pakistan to regulate e-commerce stores under a regulating body in order to save this huge potential from going down the drain. Another important thing which government should ensure is the safety and security of customers data gathered by the online stores. This measure would not only eliminate fraudulence form online business but would also safeguard the interests of customers. As seen in the case study of Kaymu, an urgent action is required by the government so as to maintain the trust and confidence of the general public in online shopping.
For information of the readers, it is a matter of record that National Response Center for Cyber Crime (NR3C) under FIA and Consumer Courts are fully functional in Pakistan. You can register your complaint with NR3C here. Moreover, District/Session Judges are designated to provide remedies to the consumers in their respective Districts. You can find the contact details of your corresponding District Court / Consumer Court on Elighten – Government Directory or choose your province from the following form and press Search.
— Saqib Ali (@slovemoonlove) December 2, 2015
@KaymuPk They delivered damaged products and did not take responsibility
Very bad and poor service.Negative feedback
— M Mohsin Saleem (@ravianzz) December 2, 2015
Poor customor support service by @KaymuPk
— M Mohsin Saleem (@ravianzz) December 2, 2015
@KaymuPk yarr mera order to bejh doo. 6 days say upar ho gay abb to
— Sonuhuhuhuhuhu! (@Sonukabacha) April 20, 2014
@kaymupk, I’m getting some obscene sponsored content from you guys on Facebook. Pls look into what you’re promoting over the social media.
— (شہروز) Shahroze (@shaygittarius) December 30, 2015
@KaymuPk its been 8 days since i ordered a barcelona hoodie..nd i m yet to be delievered with that…
— Dr cule (@bleedblaugrana_) December 10, 2015
Also, STOP SENDING THOSE MESSAGES. NEVER ORDERING AGAIN @KaymuPk
— ساره خلیلی (@SaraKhlili) December 7, 2015
— Yusra H. Khan (@Fazoolinsaan) December 7, 2015
— Tamie Qureshi (@Taimoorqureshi) December 7, 2015
@KaymuPk I got the wrong hoodie and now My seller is ignoring my messages and not picking up my call -.-
— natasha (@Natasha_Uderani) December 4, 2015
— umair (@seenforu) December 2, 2015
@KaymuPk 2 times called Over at your Helpline no action taken till yet. Please help on priority. waiting from 1 hour for your call back.
— Saqib Ali (@slovemoonlove) December 2, 2015
Banda majboori se marjaye per @KaymuPk se kuch order na karay!!
— Wondrous K (@TematarKetchup) November 27, 2015
— KHAAAAAAN!!!! (@TheSciencedaan) November 27, 2015
and kaymu.pk has no product worth buying. #BlackFridayPk
— Irteza Ubaid (@irtezaubaid) November 26, 2015
@KaymuPk worst place.. Worst experience to buy online. Poor quality, defective pieces received
— Ayesha Usman (@AyeshaUsman23) January 28, 2015
@KaymuPk i did not win the colours contest…however i sent so many entries. But Kindly send my previous gift which i did not received..
— farkhanda imran (@farkhandaimran) February 18, 2015
Kaymu is a totally fraud site. I am waiting for my refund since last two months and now they are denying for refund. I purchased watch through their site and they delivered something wrong. They are making fraud with people. As per their call centre representative hundreds of customers are waiting for refund same like me.
— Shaikh MisBah July 31, 2015
Kaymu.pk support. Is there anyone who can address my concerns? How pathetic it is that its 2 weeks and no one bothers to contact. The more irritating thing is that support staff is not even reading my query and keep sending copy paste messages.
— Mohammad Saqib December 29, 2015
Kaymu.pk is one of the most pathetic online stores with the worst customer service I have ever experienced. There is no control over sellers and when you file a complaint for receiving a wrong product you get emails for apologies for being unable to contact the seller and on top of the same email it says “Your request (183675) has been solved…
— Ahsan Raza September 3, 2015
Kaymu.pk support sucks. Instead of they replying to my query one of rep writes I should call him back on his number where as he never shared phone number.
— Mohammad Saqib December 19, 2015
Worst experience ever… would never use; neither recommend kaymu.pk huhhh horrible service.
— Muhammad Omar Butt September 12, 2014
HELLO I have purchased through kaymu 1 week ago 2 sleevless sweaters price of Rs.800/- including delivery charges but I didn’t liked and sent back to buyers Atom Shop but my money didn’t refunded to me yet kindly tell me why is so late ??
— Nayyer Imran December 22, 2015
This is my query regarding Order 207843352. As communicated via email too – I sent back goods to the seller but I have not received any refund or response from them as yet. Kindly update me on its status. Thanks!
— Sanya Rahmen December 21, 2015
I ordered almost a week back.
The order was delivered yesterday but I was not home. since then I m calling no one is replying I apologise for my absence.
— Nausheen Faysal December 17, 2015
I have just got my order but it is the wrong product. I ordered pack of two trench hoodied 4 days ago. But the product i got today is totally different.
Khizra Malik December 17, 2015
Mere bete ko hoodies recieve hoa ha jo bohat pathetic ha
— Laila Hamdani December 15, 2015
They are shit ppl, blv me pathetic staff they hire, illmannered nd shit attitude, I.recommend never contact them
— Ali Khan December 20, 2015
PLEASE RESPOND!!! I ordered two metal scanners. Price of one was 1100. When I got the parcel it was only one scanner and price was 2200. I paid the total amount but still waiting for the other scanner. I emailed you the scanned receipts also…. ITS BEEN MORE THAN A MONTH NOW. To make matters worse, I have stopped hearing from Kaymu team or the seller.
— Shahid Kanwal December 14, 2015
Horrible service after taking order no rply of my complain order confiramtion date 2 dec n still w8ing for my parcel damn hell service it happen with me 3rd time finally decided that i hv never ever ordered on on site.
— Minal Zia December 13, 2015
I ordered a coat from december dhamal deals but i dint get any confirmation cal about deliveeing parcel size color of peoduct n KAYMU directly delivered the parcel at my house n got the cash in my absence.now i came home n chkd which is nt according to my needs.send your rider tp collect from me n give my money back.you disapointed me.
— H Zohaib Rizvi December 13, 2015
ey apne joh watch send ki hay uska coverbox itnaw ganda humne 1500 deyea h kamse kam koi acha box to bjhty ap plz hum apko ye box retrune karty h hume koi acha box send kari hume kise ko gft dena hay asa thore hota h plz i request to u send me box.
Arbila Arbi Khan December 11, 2015
Plz change my watch main nay jo order ki aap nay wo nahin bejhi.
— Somi Khalid December 11, 2015
mere paise kab refund karogy????
— Salar Ali Memon December 10, 2015
aoa dear sir, few days ago i order 5 flees trousers in XXL size and i gave this ordet to mr tauseef but so far i have not recevied the delivery. please look in to this.
— Rifat Mahmood Khan December 8, 2015
[First take previous parcel then give her new parcel. Navy blue hoodie S. Black baseball hoodie S.] This is written on parcel tag.. But still I didn’t get my excet order. U snd me 2 baseball hoddie r charge Rs 1450 and also take back previous one which is Rs 799.. Total is 2249 but still i m unsatisfied. Plz take back these both hoodies and pay my cash back.And both baseball hoodie is medium size.
— Iqra Yousuf December 7, 2015
i have shop one month ago from your site but i have not got my order,,now i want to cancel that
— Maije Aqsa December 6, 2015
Dear kaymu , mn ne jesica ki blushon kit order ki thi n ap ne muje just gold ki kir send kr di hai jo bazar mn sirf 150 rs mn mil jati hai jab k mn ne 433 rs spend kiye hn. plz do somthing
— Begam Imran December 6, 2015
I need to talk about my order. Nobody is attending the call for last 2 days. Is the service????? I need an immediate reply!
— Tamkanat Emen Pasha December 5, 2015
If I need medium size and you send me extra large product then how can I replace it??
— JOhar Baltistani JB December 3, 2015
Its going to be third day but my order of superman hoodie didnt deliver yet..the number u gave not responding plz reply
— Nabeel Sharif December 3, 2015
pack of 5 shrugs order karo or mily 3 shrugs great experience
— Seerat Jamil December 3, 2015
at least honour ur commitment guys. selling is not the only goal in this online business but customer satisfaction is. you guys r such an irresponsible. ur company commit me to replace my purchase. where r ur words stands now.
— Basit Bajwa December 2, 2015
Very Slow Delivery. 5 days ago order kiya hai, abhi tk nahi mila, bs messages kar k tasali dete hein.
— Sharjeel Ali December 1, 2015
We reached out to Kaymu, Rocket Internet as well as Asia Pacific Internet Group but did not hear back so far. If we do, we’ll update the piece.
This article is a part of our ongoing investigation on e-commerce industry in Pakistan. Do you have any suggestion for the betterment of the e-commerce industry? Leave a comment to let us know!
- Kaymu is the project of ECART Services Pakistan (PVT.) which is registered with Securities and Exchange Commission of Pakistan vide Corporate Universal Identification Number (CUIN) 0079180.
- It has been reported by the sellers at Kaymu that Kaymu encourages favoritism while dealing with sellers.
- We have received the official response from the Kaymu mentioning that they are registered with all the concerned government bodies. We requested them to provide a documentary proof before we update this investigation. Moreover, we also requested them to comment on customers experience with Kaymu beside their future plan of action to address the complaints of the customers on urgent basis so that this whole effort can be used as a laboratory for the growth of e-commerce stores in Pakistan.
- It has been reported by multiple sources that Kaymu is providing fake coupons as well. We will soon publish an exclusive interview with one of the affectees and her experience with Kaymu’s customer support.
Recent customer reviews about Kaymu
kaymu is shit,worst online portal.I lost nearly 6k and never refunded or got the product.Pathetic Service
— Uzair Azhar July 8, 2016
kaymu only? … i boycott daraz also , they’re all the same, all under one entity with different names.
— Muhammad Abdus Samad July 8, 2016
….. It just feels like a bunch of idiots sitting in a room with no idea as to what is going on with their customers/ potential customers.
— Hassun Mujeeb July 8, 2016
Online shopping platforms like this are fraud in pakistan. Can rely on Brand’s direct online selling or TCS transporting stuff from original outlets
— Naeem Choghtae July 8, 2016
Same happened with me few months ago.Worst experience! Both Daraz and Kaymu does not care about customers experience.
— Muhammad Zain Zaheer July 8, 2016
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