58% of Consumers "Not Satisfied"
"Will Continue Using" 62%... Reason Is Price
Domestic consumers have expressed dissatisfaction with delivery and quality issues while using Chinese e-commerce platforms such as AliExpress, commonly referred to as 'C-commerce.'
On the 23rd, the Consumer Citizens' Coalition announced that a recent online survey conducted last month with 500 consumers nationwide aged 18 and older who had used AliExpress, Temu, or Shein within the past year revealed that only 41.8% were satisfied.
Looking at the responses, the highest satisfaction rate was for product price at 80.8%, while other areas scored below 30%. These included ▲purchase and delivery guidance at 32.2%, ▲delivery (packaging) condition at 25.4%, and ▲delivery time at 24.0%. Satisfaction with product information (16.8%) and product quality (20.0%) was also low.
Among consumers who were dissatisfied with C-commerce, 64.3% cited product quality as the reason. This was followed by ▲delivery delays (53.6%), ▲difficulty with returns and cancellations (44.7%), and ▲sale of counterfeit goods (16.8%).
The proportion of consumers who had filed complaints or sought damage consultations while using C-commerce was 27.2%. The main reason for consultations was product delivery-related issues at 53.7%, followed by refund problems after returns or cancellations (42.6%) and issues related to returns and cancellations after purchase (28.7%).
The majority of consumers also experienced difficulties during damage consultations. Among those who had such experiences, 64% said that phone consultations, refund procedures, and confirming consultation results were not easy. Only 37.5% responded that they were satisfied with the consultation outcomes.
However, 62.0% of respondents said they intend to continue using C-commerce. The main reason was 'because prices are low,' accounting for 84.2%, followed by 'because there is a variety of products' at 11.3%.
On the other hand, consumers who said they would not use C-commerce again cited reasons such as ▲poor quality (54.3%), ▲product safety (24.3%), ▲difficulty in the purchasing process (5.7%), ▲delivery delays (5.7%), and ▲concerns about personal information leakage (4.3%).
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