I’m an average online buyer. I only buy when I want a particular something that is reasonably priced or cheaper online. Promotions don’t entice me. Not because I’m averse to a good deal. I just find the process rather arduous – specific dates/times. And, there’s nothing I want, at whatever reduced price, that badly.

Anyways, my online buying experience has been generally good. Almost always, I have received the products I actually ordered – the products as advertised by the sellers – on my regular e-commerce operator’s platform. That is until two weeks ago. I bought eight items over two days, which is a rarity for me. I did the ‘bulk purchase’ to get it out of the way. Job done. Move on. It didn’t happen that way.

Three of the eight products delivered weren’t what I ordered. That’s a 38% error. Agreed, the wrong items were from three different sellers. Considering the massive number of products bought and sold online, three sellers delivering three wrong items is minuscule. It’s not a big deal in the whole scheme of online sales from the operator and seller’s side. But what about from the buyer’s side? One of me was sent three wrong products. One of me had to deal with three returns, and a dispute.

Seller number 1 advertised Neutrogena Hydro Boost Sleep Mask/Cream ( Sleep Mask). I bought and paid for the Sleep Mask. I have used this product before, and I liked it but couldn’t find it in the shops. The seller sent me Neutrogena Hydro Boost Hyaluronic Acid Night Cream ( Night Cream). Mistake made. No problem.

I initiated a return process with photos of the two boxes of Night Cream, as required. Clearly the wrong products were sent to me. My return request was rejected. Yes, rejected. Reason given was it was the new version of the sleep mask. Really? I pointed out to the seller that what was advertised and what was sent to me were two different products. Never mind if, according to the seller, it was the new version. I only want what was advertised. Otherwise, return my money. Easy. Straightforward. The seller rejected my return request. Again.

In the interim, I sent an email to jjconsumercare2@kenvue.com to verify if the seller’s claim was true. Two emails. No answer. Why didn’t I just call Neutrogena Malaysia? I did. I called 1800-222 – 565, twice. Both times I had to listen to the personal data collection policy, after which the line dropped. I gave up.

Next step, dispute. I rejected the seller’s rejection of my return request. The products were not as advertised. And, again requested that my money be returned. At this point, the e-commerce operator stepped in. I reiterated the seller’s audacity and bloody-mindedness in refusing the returns. I was instructed to return the products to the seller, which I did. Angst and wasted time as the matter is still pending.

Seller number 2 tried it on, but in a nice way. I was sent the wrong product – a substitute instead of what was advertised. A note was enclosed to ask that I not unwrap the bubble wrap should I decide to decline the product. The seller took a punt in case I was willing to accept the replacement product. Kudos to the seller for trying to salvage the sale. But… that meant I had to initiate a second return process with a photo as proof. The seller approved the return request and returned money owed.

I was then asked to select my preferred return delivery method. Pick-up or drop-off. The service was free. I opted for a pick-up. The time slot was the whole day, from 8am – 8pm, with an appointed courier company. I re-packed the item securely, printed a return label provided by the e-commerce operator, and taped it on the packaging. I read somewhere that there were sellers who behaved badly if packaging/products were not returned in good form.  The pick-up was scheduled for Saturday. I informed one of the guards on duty, who informed all the other guards. The pick-up eventually happened on Monday.

Seller number 3 had advertised an easy-tying latex balloons knotter tool. After manually tying up 90 balloons for my mum’s birthday and 20 balloons for my husband’s, I ordered three units of the balloon knotters. Instead, I got a bunch of silver battery-powered lights.  The seller took five days to greenlight my return request. With an onerous return option. To personally drop off the wrong product (seller’s mistake) at a designated courier located some distance away, within two days. I didn’t do it. The seller is getting a really bad review from me.

My recent online return experience has been unpleasant, aggravating and time-consuming. Painfully, its still on-going with seller number 1. I have a telephone discussion with the e-commerce operator’s customer service manager this afternoon. Aiyoh!