Tokopedia Avis 159

My package was stuck due to their own courier called GOTO LOGISTICS OR GTL and I asked them to help me investigate because there has not been any update since 8/9 (it said it was already LATE AT NIGHT so they refused to deliver it) when I checked out from 5/9 and the package was picked at 7/9.

At 10/9 I asked their CS to contact GTL about the update on my package and they asked me to wait for 11/9 bcs "it is the estimated arrival time" and I was right. I decided to try to find GTL CS and my package status was updated on GTL website for the same reason IT WAS TOO LATE TO BE DELIVERED on 9/11 which is further confirmed that the package will not arrive on time.

They got me talking to TANYA all the time and even the CS was not helping at all, only telling me to "wait" and "is being investigated" when no human had been replying my message on the discussion board.

They flaunt their awards for CS when their CS is the worst CS I've ever been with and this is the first time I even got angry with people who works in CS.

I had an incredibly disappointing and frustrating experience with Tokopedia regarding my order **INV/20240822/MPL/4102305934**. My order consisted of two shipments. While the first shipment was delivered without issues, the second shipment (**Resi Number: TLJC3DJWYRY1MLCQ**) failed to pass X-ray inspection on **August 23, 2024**, and was returned to the seller on **August 26, 2024**.

Since then, I have been stuck in an endless loop with Tokopedia’s customer support. Despite contacting them multiple times for updates on the shipment or a refund for the undelivered items, amounting to **Rp. 376.300**, I have received no substantial help. Their customer service is a joke—everything is automated with no option to speak to a human representative, and there is zero follow-up or communication on their end.

Tokopedia prioritizes sellers over buyers, leaving customers helpless when something goes wrong. Their policies seem to only protect the sellers, while the buyers are left waiting endlessly for refunds or resolution. It's astonishing that a major e-commerce platform like this has such a broken system for handling disputes and complaints. Their refusal to escalate or address my issue speaks volumes about their business practices.

To make matters worse, there seems to be no accountability from Tokopedia. All I get are canned responses from a virtual assistant that offers no real solution. It feels like they are deliberately avoiding resolving the issue in the hope that customers will give up.

Exorbitant fees, delinquent sellers, and unreliable drivers are all reasons why I have also given up on **Gojek**, for similar reasons. I now use **Grab** and **Shopee**, which have provided much better service with transparent processes and more reasonable fees.

Looking at Tokopedia’s broader performance, their market outlook isn’t any better. Tokopedia has been struggling to maintain its share of the e-commerce market, facing stiff competition from **Shopee**, which currently dominates with around **45.9%** of the market, compared to Tokopedia’s **14.2%**. Shopee has outpaced Tokopedia in growth due to its aggressive approach to pricing and logistics, which has been key to capturing more customers【9†source】【11†source】.

In contrast, Tokopedia’s growth has stagnated. Their focus on profitability over expansion has led to a decline in market share, especially as **TikTok**'s entry into the e-commerce space puts further pressure on local players like Tokopedia【10†source】. While Shopee and Grab are leveraging their international presence to invest in logistics and services, Tokopedia’s approach seems outdated and not competitive in comparison【11†source】.

I am now forced to escalate this to consumer protection agencies in Indonesia. This is unacceptable for any business, let alone a leading e-commerce platform. If Tokopedia continues to ignore this, I will also explore legal options, including filing a formal complaint with **BPKN**, **YLKI**, and other relevant authorities.

Save yourself the stress and frustration—there are far better e-commerce platforms out there. I strongly urge anyone considering using Tokopedia to reconsider. Their customer support is non-existent, and you risk losing your money without any recourse.

**Date of experience:** August 2024

Tokopedia SUPPORT courier deceitfulness & doesn't care with explanation from buyer.

They took my money and I didn't receive the product. they didn't refund my money back. worst e-commerce brand in Indonesia

Dulu tokopedia bagus. Setelah beberapa lama, seperti berbagai company di Indo pada umumnya, servisnya perlahan-lahan menurun.

Sekarang servis sangat buruk, tidak perduli pada penjual.

Kesalahan sistem mengenai terlambat resi dibebankan pada penjual yang sudah mengirimkan barang on time.

We witnessed deceitful and untrasparent behavior from a seller end, resulting in our purchase not reaching us. Despite providing all necessary proof, we were not refunded nor assisted.

While i do understand nobody is perfect and things can go wrong during the delivery order, I DO NOT understand the total lack of customer service, is not that is bad, just doesnt exist nor they care in providing their users with tools to solve problem. Their solution to the problems is wasting your time engaging the user in a never ending loop with a virtual assistant which seems not be able to even understand what the problem is. Good luck with your order, otherwise you are doomed, is recommended to avoid the plattform and ask the seller if is possible to buy from their website. Tokopedia customer protection and service is just a bad joke

They prioritise sellers more than buyers, which is absolutely riddiculues. Their policies clearly benefit the sellers more than buyers. If the buyer has problems or unhappy with the product, it is absolutely difficult to get resolution. So many hassle (recording a video, sending photos, sellers refuse to accept cancellation) is honestly giving me anxiety and stress. I never had this issue with Amazon or other western marketplaces. Super annoying and aboslutely riddiculus. You tried to give feedback to them and they simply said that's the rule, yeah no kidding. It's all about money and once they have your money, they don't give a damn if you're satisfied or not.

For our fam, tokopedia has the best customer service, they help us to get fully refund from an airline that changed their time and at first decided to gave us only 75% refund (we cannot take the exchange time). We really gratefull for Tokopedia service

The company is criminal. There's no way to ask a human anything and the AI is of zero help. Which wouldn't be so bad except Tokopedia is protecting the sellers that endlessly steal from consumers and Tokopedia gladly takes the piece of that cake. Literally criminal.

I demand a thorough investigation and strict disciplinary action against Books PhD (store name) for multiple breaches resulting in unjust charges. I expect full refunds promptly. Urgent attention from your team and founder is crucial to uphold platform integrity.

It's a Scam site. The buyers send me another purchase. And I can't contact tokopedia care.

bagus sekali produknya saya suka

When checking out for the items, they mostly forced us to use insurance. We cannot reject it because no option to reject it. That’s why I move to shop to the other shopping online providers.

I had a few good orders from Tokopedia, but usually it's me submitting a complain, translating in Google Translate, and waiting for my products which I ordered with NEXT DAY delivery.

Although most times I get a refund, my items never arrive on time, and by the time they arrive, I change locations.

This was my last purchase.

I had an awful experience with Tokopedia; literally hours of my day were deprived of me toggling between Google translate and their instructions on how to recover the items that I purchased. Neither their site nor app is in English and the customer service is non-existent. Moreover, my account was hijacked by some hapless hacker and Tokopedia offered no support to assist me. If in Indonesia, use Shopee and Lazada. Avoid Tokopedia at all costs, or it will cost you!

actually tokopedia is a very good market place platform in my opinion, especially the guaranteed warranty, but unfortunately if I use free shipping, the shipping is very long. I am very sad.

Pengalaman buruk terjadi kepada saya, penggantian dana kerusakan yang memakan tempo cukup lama, membeli 2 pcs teflon merk TEFAL yang keduanya diterima dalam kondisi penyok2 / rusa. Klaim
Asuransi memakan waktu yang cukup lama, membuat saya kehilangan kepercayaan dalam membeli di situs ini.

This is the WORST platform. Do not order anything from this place as you will pay money and never receive your product. You also never get any refund for the money you paid. The merhcant says its not their issue, it is tokopedia's and tokopedia does not respond or provide solution.
DO NOT USE THIS PLATFORM.

THE WORST E-COMMERCE IN INDONESIA

SAYA MEMBER DIAMOND DI TOKOPEDIA, TETAPI CHAT DI TOKOPEDIA CARE TIDAK PERNAH DI TANGGAPI. PEMESANANAN DENGAN MENGGUNAKAN SAMEDAY SERVICE BERBAYAR VIA GTL (THE WORST COURIER COMPANY IN THE WORLD). BARANG TIDAK DI KIRIM SAMA SEKALI. PEMBELIAN TANGGAL 15 DES 2023, SAMPAI SEKARANG 16 DES 2023 BARANG MASIH BELUM SAMPAI, DAN TIDAK ADA BALASAN DAN TANGGAPAN SAMA SEKALI DARI PIHAK TOKOPEDIA ATAUPUN PIHAK GTL. HATI HATI KALAU MENGGUNAKAN SERVICE GTL. TOKOPEDIA TIDAK AKAN MEMBANTU, SAYA SANGAT KECEWA DAN INI SUDAH KEDUA KALI SAYA DI TIPU SAMA SAMEDAY SERVICE GTL DAN TIDAK AKAN MENGGUNAKAN LAGI.

HATI2 BAGI YANG BELUM PERNAH MENGGUNAKAN SERVIS GTL, PERUSAHAAN SCAMMER!!!!!!