Kapruka chairman apologises for overpricing some items

Kapruka chairman Dulith Herath apologised for overpricing some items sold at his online store.

His office was raided by the authorities recently after it came to light that some items were being sold above the market rates.

In a statement emailed to customers, Kapruka chairman Dulith Herath said that he takes full responsibility for it and will not blame his staff.

“Kapruka had 6 grocery products which were priced above the recently imposed Government-controlled price. It was our mistake in not having removed the product or adjusted the price in line with the control-price promptly,” he said.

Herath said that Kapruka has now fully complied with the authorities and have removed the items from their inventory until they take corrective measures in sourcing and pricing these products in line with Government regulations.

“We would like to extend our sincere apologies for this mistake on our part and wish to assure you that corrective measures have been taken to avoid such discrepancies in the future. As Chairman, I accept full responsibility of this than passing the blame to departments or management members of Kapruka,” he said.

The incident resulted in Kapruka coming under attack on social media. (Colombo Gazette)

 

Full statement: 

Dear Kapruka Customer,

We wish you a very happy Sinhala and Tamil New Year filled with good health and prosperity.

This year will challenge every one of us and every single business not only in Sri Lanka but all over the world. Especially for emerging economies such as Sri Lanka, the effects on businesses will be much larger and profound. I would like to take a moment to give you an update on what  Kapruka, as Sri Lanka’s 1st and largest e-commerce organization is facing and how it has planned its journey ahead.

Regulatory Challenges 
Kapruka had 6 grocery products which were priced above the recently imposed government-controlled price. It was our mistake in not having removed the product or adjusted the price in line with the control-price promptly.

However, since the identification of this we have fully complied with the authorities and have removed these items from our inventory until we take corrective measures in sourcing and pricing these products in line with government regulations.

We would like to extend our sincere apologies for this mistake on our part and wish to assure you that corrective measures have been taken to avoid such discrepancies in the future. As Chairman, I accept full responsibility of this than passing the blame to departments or management members of Kapruka

Massive backlogs
The moment curfew was announced the online panic buying hit record highs. Kapruka was compelled to limit taking orders and initiate cancellations due to various restrictions that were imposed on our logistics and sourcing.

We fully understand that at a critical time such as this it is not the refund that matters to you but the actual delivery of the product. We therefore sincerely regret all cancellations which we were compelled to initiate due to numerous constraints. We also wish to assure you that all refunds due to cancellations are being processed.

As everyone else we too grappled with the uncertainties and unknown factors. All regular operations including the call support center were crippled for many days due to staff not being able to report to work. We apologize for not being able to offer you our regular level of service during this period.

Successful Deliveries 
Since the lockdown was first imposed Kapruka successfully delivered 45,000+ orders between 19th of March and today the 14th April. I wish to thank the customers and Kapruka’s 400 strong fulfillment team who risked their safety to report to work so that these deliveries could be made. They made these order possible despite the serious health concerns, under tremendous family pressure and facing numerous inconveniences. They form a part of the unsung heroes of Sri Lanka who continue to serve silently.

Going forward
We look forward to increasing our range of products significantly within the next few weeks to include grocery and over the counter medicine. Also, all perishable products such as fruits, vegetables, etc. are ready for regular service from 17th of April. However, consideration is required from our valued customers, as we too are working in a restricted environment.

The situation that came upon us is an unprecedented one. No company no matter how large or organized would be prepared to face this situation. All companies struggled to deliver the service required purely due to the level of uncertainty and risk. Yet, if we are to emerge strong from this crisis entrepreneurs and businesses need to be protected so that the economy can regain its lost momentum, provide job security and sustain livelihoods. At Kapruka we want to create more jobs and scale up to create more opportunities in the coming months to support Sri Lanka’s economic turnaround. 

Once again thank you for trusting Kapruka and we appreciate your continued business with us.

May all beings be healthy and safe.

Dulith Herath
Founder / Chairman – Kapruka.com

11 COMMENTS

  1. Hello you!
    When would you be delivering the orders which were placed even before the curfew was imposed???
    Why are you sending notifications on the website once in every 3 days with a different date of delivery???
    You call yourself “Kapruka, as Sri Lanka’s 1st and largest e-commerce organization”???
    Shame on you !!!
    Boycott this bloody company and the owner.
    Ohh btw, it’s definitely you who should be taking the responsibility and apologizing as we all know that its in your hand to decide on anything of the rates.
    So stop having your lame acting now.

  2. My order conf#VAUTD30E4BD1.

    Awaiting for my full refund of NZD184.25 as per the email sent to me on 4/4/2020. Clearly it has passed the initial advised time frame of 2-3 business days to process the refund, yet no refund or any update.!
    Not happy .

  3. You were shown prices in rupees and charged in dollars. Who is going to repay the service charge on dollar transactions through credit cards?

  4. ANGRY CUSTOMER!’
    Refund is requested immediately for Order No VCOM6FE8A18C (Rs. 13,906) which was not delivered.

  5. This bugger is a bloody crook. Dont trust this Kapruka shit. From end of March they didnt had any stocks and they kept advertise on FB and got money from people and keeping those cash in their banks. And investing them on short term markets.
    Please boycott this man and Kapruka

  6. I placed 5 orders with Kapruka on 23rd & 24th March ’20. One of these orders( Order No. VCOM6FE8A18C) was an accidentally repeated order to the value of Rs 13,906/-. I did not receive any items I ordered although credit card deductions had been made straight away for all 5 orders! After several strongly worded E mails, 4 out of the 5 refunds were made. The repeated order for Rs.13,906/- remains unpaid!! This is extremely disappointing that a Conpany of your repute should do this & remain silent on this issue.
    I hope that you as Chairman will look into my complaint and take steps to immediately refund the said money. Thank you, Ms.R Jayamanne
    Email : [email protected]

  7. Apology alone is not sufficient. He shoild
    (a) refund the colossus excedd charged to the customers,
    (b) His online business should be suspended for a period of at one year as a deterrent,
    (c) A heavy fine should be imposed on him,
    (4) A jail term suspended for one year should be given to him.

  8. This is hilarious . They have not been able to deliver most of essebtial items ordered by customers since 23 March.

  9. Is he not charged under the Consumer Affairs Authority Act. How can he be exoneratd just with mere apology.

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