Challenges Faced by Online Supermarket Consumers in Indonesia

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Adi Ahdiat 22/09/2025 18:32 WIB

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Many Indonesian online supermarket customers have experienced difficulties while shopping. The majority complain about high shipping costs and unclear stock information.

Challenges Faced by Online Supermarket Consumers in Indonesia (July-August 2025)

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Challenges Faced by Online Supermarket Consumers in Indonesia (July-August 2025)

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Many Indonesian online supermarket consumers have experienced difficulties while shopping.

These difficulties vary, ranging from shipping issues and customer service problems to product quality concerns.

This is evident from a Kumparan survey report titled "Towards a Quality E-Commerce Industry: Improving Services in the Vulnerable Post-Purchase Phase" (September 2025).

Of the 474 respondents who had shopped at online supermarkets, 84% had experienced problems.

The most common problem was related to shipping, namely high shipping costs.

The next biggest problem was related to customer service, specifically unclear stock information.

Here's a breakdown of the problems experienced by Indonesian online supermarket consumers, according to the Kumparan survey:

* High shipping costs: 38%

* Out-of-stock items not informed before shipping: 34%

* Product quality did not meet expectations: 26%

* Late delivery/longer than promised: 25%

* Products not fresh/near expiry date: 23%

* Incomplete order delivery: 20%

* Damaged products/packaging: 19%

* Difficult return/refund process for damaged products: 19%

* Wrong product/different from order: 18%

* Desired payment method unavailable: 16%

* Difficult-to-use app/website: 15%

* Unresponsive customer service (CS): 14%

Editor : Adi Ahdiat

"Disclosure: This is an AI-generated translation of the original article. We strive for accuracy, but please note that automated translations may contain errors or slight inconsistencies."