Tokopedia Avis 

Saya sebagai Pembeli, dirugikan 3 kejadian oleh Penjual. Satu terjadi bertahun2 yll, Penjual nakal yang sengaja memberikan deskripsi ukuran salah. Saat barang terkirim, saya komplain karena ternyata sangat2 kecil tidak masuk akal, dan penjual buru2 mengoreksi deskripsi ukuran. Penjual dan Tokopedia menyalahkan saya karena tidak membaca deskripsi barang. Padahal saya punya bukti, deskripsi yang sebelumnya sempat saya screenshot sebelum diganti isinya oleh Penjual. 2 kali kejadian terjadi dalam waktu belum lama. Penjual mengirim warna barang yang salah, padahal jelas saya minta warna lain, dan sebelum check out juga sudah saya pesan, agar Penjual tidak mengirim selain warna yang saya minta. Saya minta kembalikan dana, tapi Tokopedia meminta saya yang mengirim balik, padahal sebagai konsumen yang dirugikan, saya minta kurir Tokopedia yang ambil barang. Waktu yang dikasih utk respon penyelesaian saya sebagai Pembeli hanya singkat sementara waktu respon yang diwajibkan ke Penjual tidak ada, sehingga Penjual dengan sengaja tidak merespon utk menyelesaikan kewajibannya. Kejadian ketiga, Saya menerima cermin pecah padahal barang saya menerima barang langsung dari kurir, artinya kurir tidak melempar barang ke halaman saya. Saya minta refund dan barang saya kirim balik ke Penjual dan kurir memberikan konfirmasi barang terkirim tgl 21 Des 24 jam 18.00 (Sabtu). Tanya (Virtual Assistent Toped)tgl 21 Des 24 jam 23.10 menginstruksikan bahwa Penjual harus mengkonfirmasi "barang telah diterima" maksimal 2x24 jam atau komplain ditutup dan dana otomatis dikembalikan ke Pembeli. 2x24 jam itu apabila hari Minggu tidak dihitung adalah 24 Des 24 jam 23.10. Namun sampai tanggal 25 Des 24 jam 10 dana belum kembali. Saya menghubungi Tokopedia Care, dan diminta saya menunggu konfirmasi Penjual sampai 26 Des 24 jam 23.00, dengan alasan tidak menghitung hari libur. Padahal tgl 23 hari Senin dan 24 Des 24 hari Selasa jam 23.10 adalah 2x24 jam bukan merupakan hari libur. Tokopedia Care tetap minta saya menunggu sampai tanggal 26 Des, padahal sistem Tokopedia sendirilah yang melanggar aturan yang mereka buat sendiri yaitu 2x24 jam, menjadi 3x24 jam.

0 stars. product never arrived. waited for over a month. no tracking number, nothing. it's a scam site.

Tokopedia is a cesspool of dodgy sellers, duplicate listings, fake products and fake listings. As written here, it promotes sellers over buyers to the extreme and adds extra fees that one has to beware of.
There is no policing whatsoever and no consequences for illegal traders or scammers. Anyone can post anything they like and not deliver. There are millions of inactive listings and no way to complain about a cancelled sale. It IS possible to find useful things on TokPed but be prepared to go through a lot of hassle. I’ve bought hundreds of products on the platform so I have a little more clout when it comes to complaints but my, oh, my does Tokopedia need a proper cleanup!!

Tokopedia is full of thieving sellers who show one product in the main picture then a cheaper product in some of the subsequent pictures. Guess which producyt they send to you? The cheaper one. You try and submit a complaint but it says you cannot because the order has been fulfilled.
Also plenty of sellers waste your time by showing stock when they have none.

Potential trade without legal permits, and many ads listing stock that doesn't exist. There are many sellers who have multiple accounts. Tokopedia needs to improve its monitoring system and close sellers down. It overshadows the good sellers on the platform.

I think the reviewer saying "the one star reviews are dumb" demonstrates the problem with Indonesian e-commerce, the lack of accountability and systems to sell things correctly and transparently. Seller accountability would be properly regulated if Amazon was allowed in Indonesia. Sellers can instead post fake products, pretend items are in stock when in fact they are in China, and not take down adverts that are well sold out. If the product is listed as in stock, check with the seller and report the listing if sold out. I have to wait many times for refunds.

For all seller better aware and be careful selling here.
I have been selling stuff here since 2015 and customer service there can easily delete and banned your store based on random report without giving chance for seller to appeal and consider to re-review if the report is legit. They force you to promise to not do the same mistake to re-open the store (even you did not do it).

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