ASABA/Nigeria: Nigeria’s largest online mall, Konga.com, is at the center of a fraud scandal after delivering an inferior product to a customer and failing to refund the payment as promised. This incident highlights a growing concern over fraudulent practices within the country’s e-commerce sector, which not only threatens consumers but also the broader economy.
William Ulem, a disgruntled customer, revealed his ordeal during an interview on The Boldest TV Show. Ulem explained that he ordered and paid for a solar power generator on July 29, 2024, at the price of ₦445,500. However, on August 9, 2024, Konga delivered a substandard product. After lodging a complaint, the company retrieved the product, citing its return policy, which guarantees a refund within 48 hours. But weeks later, Ulem is still waiting for his money.
In a bid to verify his claims, Konga’s customer service representative, Nora, confirmed the customer’s account, acknowledging that the refund should have been processed within five working days. However, the refund was not issued by the deadline, which was August 30, 2024.
To further investigate the issue, Ulem contacted Konga’s logistics partner, First Laural Logistics in Asaba, who was responsible for delivering the product. Miss Chidinma, a front desk staff member, distanced the logistics company from Konga’s refund process, stating they were merely a delivery partner. She assured Ulem that, with assistance from the regional manager, his refund would be processed but failed to provide a specific date.
Frustrated by the delay, Ulem has now reported the matter to the Nigerian police, seeking not only the refund but also compensation for the additional expenses he incurred while trying to resolve the issue with Konga.
The incident exposes a major flaw in Konga’s operational model, as the platform allows third-party sellers with little to no oversight on product quality. According to an employee identified as Mr. Paul, based at Konga’s Nnebisi Road office, the company struggles to verify the quality of the vast range of products sold through its marketplace.
It was also revealed that Konga had previously faced financial instability due to a lack of investor confidence. Major backers pulled out of the business, and the revenue generated was insufficient to sustain operations, leading some investors to write off their investments and advise management to shut down the platform.
As Konga battles to restore its credibility, customers are urged to conduct thorough research before making purchases online. The current management is called upon to adhere strictly to its return policies and maintain the integrity of its e-commerce operations.
