European vs. Pakistani Sellers: Impact of Customer Service on My Shopping Choices

The Goldie Store Experience: A Lesson in Trust

Years ago, when I was working on a networking website (Strong Future International), I earned some money but did not have any way to withdraw it. So, I decided to buy some products from companies affiliated with that network. One such company was the Goldie Store , based in Serbia. I ordered a hair straightener for $40, but it didn’t arrive by the expected delivery date. I reached out to the company, and they promptly assured me they would send a replacement.

A month later, the original straightener finally arrived, but to my surprise, I received another one soon after. I informed Goldie Store of the double delivery, and asked about returning one, but they told me to keep both as a gift since it was my first order. This gesture of goodwill won me over, and I continued shopping from them.

Over time, I spent around $200 at the store. When a $18 water bottle didn’t arrive majorly due to a hostel mismanagement, I reported it. They offered to send a replacement, again, I did not receive, and they offered to send me a third time; but I declined, preferring to resolve the issue myself, and I at the end received both they sent.

What stood out was their excellent communication. Whenever I emailed them, I received a response within 12 hours. They even complimented the pictures I shared with them that took of their moon lamps (added photo below). They promised to feature them in their gallery. When I was about to leave the networking site and had only $6 left in my account, I contacted them again. I requested if they can show me jewelry options in my price range. They sent me several bracelets to let me choose from. Four years so far, all the products I bought from Goldie Store are still functioning perfectly.

The Daraz Experience: A Lesson in Frustration

In stark contrast, a few years later, I decided to purchase a juicer machine from Daraz , a major Pakistani online retailer. The juicer, priced cheaply at 1200 Rupees, arrived but didn’t work—though it turned out that I simply didn’t know how to operate it. I applied for a return within the allowed period, expecting a straightforward process.

To my dismay, I received an email claiming that an agent had called me several time to discuss the return, but I did not pick his calls (my call history showed nothing). The email also stated that my address was incorrect—despite it being correct at the time of purchase. Consequently, my return request was denied. Even though I eventually figured out how to use the machine (which proved to be quite bad quality and only lasted six months), the experience left me deeply frustrated.

The discrepancy between the customer service of Goldie Store and Daraz was stark. Goldie Store's attentive and generous service built my trust, while Daraz’s deceptive practices and poor handling of my return request eroded my confidence. This experience has made me wary of Daraz, even though many around me buy from the company. Trust, once broken, is hard to rebuild.