TFD Report
KARACHI: Online shopping in Pakistan has become a preferred mode of purchasing for thousands of consumers who rely on convenience and digital efficiency. Among the leading e-commerce platforms, Telemart has long portrayed itself as a reputable company offering nationwide delivery and secure online payments. However, recent incidents suggest that not all customers are receiving the service they were promised-raising serious questions about accountability and consumer protection in Pakistan’s growing e-commerce sector.
In one notable case, a customer placed an online order with Telemart on September 9, 2025, paying in advance through a verified online method. According to the company’s stated policy, the item was expected to be delivered within a few days. Yet despite repeated follow-ups, the order never arrived. Over the following weeks, the customer lodged seven written complaints with Telemart’s management and customer support. The company responded only twice, each time providing the same contact number-0347-3330011-which turned out to be non-functional and never connected.
After continuous reminders, the customer finally received a final reply from Telemart, stating that the order had been “processed” and would be delivered within four to five working days. Even that assurance was not honored, and to this day, no delivery or refund has been made. Such irresponsible behavior not only violates consumer rights but also damages the reputation of Pakistan’s e-commerce sector.
The Telemart case has now become a talking point among consumers as an example of how certain online platforms may misuse public trust. When a customer pays in advance, the company is ethically and legally bound to either fulfill the order or refund the payment within a reasonable time. Issuing false contact information, offering delayed responses, and failing to deliver goods amount to serious breaches of consumer protection laws and raise legitimate suspicions of fraudulent intent.
This growing trend of negligence by e-commerce companies demands urgent government intervention. The Securities and Exchange Commission of Pakistan (SECP), the Federal Investigation Agency (FIA), and Consumer Rights Protection Associations must take strict and immediate action against companies like Telemart, whose practices risk defrauding innocent buyers and eroding public trust in online commerce. Regulatory bodies must ensure that those engaging in deceptive practices or withholding advance payments are held accountable under Pakistan’s consumer laws.
At the same time, shoppers are advised to act with caution when making online purchases. It is essential to verify a seller’s reputation, check independent reviews, and avoid full advance payments unless the platform’s reliability is well established.
The Telemart case serves as a reminder that Pakistan’s digital marketplace-though rich with potential-requires transparency, responsibility, and genuine customer care to sustain growth. For e-commerce to thrive, companies must recognize that trust is not built through marketing campaigns, but through honest dealings, timely service, and respect for consumer rights.
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