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Here is a review of the service of the e-commerce in Nepal. This is based on the last 3 months transactions.
Food and essentials supplies were ordered from each of the e-commerce store. All orders were made during the COVID-19 lockdown so the timing is more challenging than normal for anyone. Also, some of these opted for e-commerce mainly due to the lockdown so digital is not their primary thing.
In total, we ordered from 12 e-commerce platforms so far. We categorized them into 3 tiers based on the service and experience. The top tiers are the one which had an overall great service and experience. The mid tier are the ones with unpredictable service. The bottom tier are the ones with terrible experience.
Top Tier
Daraz, Foodmandu, Foodmario, Bhoj, SastoDeal, MeroKirana, Infi Store
Mid Tier
Thulo, Sarasmart
Bottom Tier
Bhatbhateni, SalesBerry, Gyapu
Review of the top e-commerce in Nepal
Daraz: 4.5/5
App: good and consistent
Service: good and consistent
Other: frozen food not available / vegetables not available
Foodmandu: 4/5
App: good
Service: good
Other: frozen item not kept in ice
Foodmario: 4/5
App: good
Service: good
Other: bad for frozen food
Bhoj: 4/5
App: not easy to use
Service: good
Other: good for frozen food
Sastodeal: 4/5
App: not available
Service: good
Other: lockdown essentials presented well on website
MeroKirana: 4/5
App: good and consistent
Service: good
Other: limited products but good service
Infi Store: 4/5
App: not available, website good but slow
Service: good
Other: some of the vegetables were not fresh
Thulo: 2/5
App: ok but unavailable items shown
Service: ok but good items about to expire
Other: issue with payment
Sarasmart: 2/5
App: ok but expired items shown
Service: ok cancelled items delivered
Bhatbhateni: 0/5
App: not available
Service: not good slow or no response
Other: minimum order Rs. 5,000
SalesBerry: 0/5
App: website registration issue. Location not working. They asked for remote access.
Service: horrible
Gyapu: 0/5
App: ok website
Service: bad. No delivery after payment
Other: payment not refunded
The use of digital platforms and digital transactions increased significantly in Nepal due to the lockdown.
It is likely that established e-commerce lost users due to limited items on their platform. Similarly, new e-commerce likely got many new users trying it out.
Service is expected to be good regardless of the challenges. We found that some of the e-commerce are doing well on this whereas others really need to improve overall service and user experience.
How is your experience using e-commerce in Nepal recently?
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