TVB’s response to Consumer Council’s report on online shopping with Big Big Shop

(15 December 2020) The Consumer Council today released a survey report on online shopping. The following is our response in regard to Big Big Shop:

Since its establishment in 2018, e-commerce platform Big Big Shop has been striving to enhance its online shopping service and customer experience. With the continuous support of its valued customers, the business of Big Big Shop has been growing steadily.

The product delivery of Big Big Shop is handled by merchants directly or a third-party logistics provider. The COVID-19 pandemic this year has led to a sudden surge in the demand for online shopping. Big Big Shop has recorded a robust growth of 500% in unit sales year-on-year. The merchants and logistics provider are under immense pressure and challenge, resulting in delayed delivery and products not delivered in good condition. As the sales platform, Big Big Shop takes responsibility and extends its apology to the customers for any inconvenience.

Big Big Shop will learn from experience and strengthen its communication with merchants and enhance supervision; appoint a new logistics provider; review and improve product delivery; as well as allocate more resources to improve customer service and minimise delivery delays.

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6 March 2021
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