35 complaints prompt Consumer Council warning over online sellers

The Consumer Council of Fiji is urging shoppers to exercise caution when buying online after receiving 35 complaints involving several social media trading platforms where consumers allegedly paid for goods that were never delivered.

The complaints relate to Trend Fiji (15 complaints), Entertainment Hub/Playhub (16), Pacific Closet (2) and Pacifika Playhub (2). The Council said the platforms were believed to be operated by the same individual.

According to the Council, the complaints follow a similar pattern, with consumers responding to social media advertisements, making payments and then allegedly failing to receive the goods they ordered. Consumers also claimed their requests for updates or refunds were either ignored or met with repeated assurances that were never fulfilled.

Consumer Council chief executive officer Seema Shandil said the growing number of complaints was a concern.

"While online shopping offers convenience and greater choice, consumers should never assume that an online business is legitimate simply because it has an active social media presence. Before making any payment, consumers should take time to verify the seller, look for genuine customer feedback, and ensure there are clear delivery arrangements and refund policies in place," she said.

Ms Shandil urged consumers to be particularly cautious when dealing with sellers who required full payment before goods were dispatched, especially where there was limited information about the business or no established track record.

She also encouraged shoppers to keep copies of advertisements, payment receipts, invoices and all communications with online traders to help resolve disputes if problems arose.

Consumers who experience non-delivery of goods, unreasonable delays or difficulties obtaining refunds are encouraged to report the matter to the Consumer Council through its National Consumer Helpline on 155.