From bad refunds to ignored complaints—explore how big brands in Pakistan treat customers in 2025. Plus, meet the few brands doing it right.
Introduction
In 2025, Pakistan’s digital and retail landscape is booming—but customer service is still stuck in the past. Whether you’re shopping online, ordering food, or calling a telecom provider, there’s one common experience: the customer is never right.
This blog explores shocking real-life experiences with top Pakistani brands. But not all is bad—a few brands like Pink Petal and Rumi are setting new standards for kindness and professionalism.
1. Ziva: Trendy Posts, Terrible Follow-Up
Ziva, a fashion-forward online brand with thousands of followers, looks perfect on Instagram. But behind the filters lie stories of ghosted customers, delayed deliveries, and zero response after payment.
“They took my money and never delivered. Even their WhatsApp went silent when I asked for a refund.” – Customer Review on Facebook
2. Daraz: Where the Seller Wins, The Buyer Loses
Daraz is Pakistan’s largest online marketplace, but buyer protection is a myth for many. Fake listings, used products, and poor packaging plague the platform. When things go wrong, the refund process is often delayed or denied.
“I ordered a smartwatch, got a toy watch. Daraz said the seller refused the return—so that was it.” – Verified Buyer, Islamabad
3. Foodpanda: Cold Food, Colder Support
From Karachi to Lahore, Foodpanda users often complain about late, wrong, or missing orders—with no easy way to get a refund.
“My order was cancelled after I waited 90 minutes. I didn’t get a refund—just a ‘sorry’ message.” – Foodpanda User, Karachi
4. Jazz & Zong: Dropped Calls, Dropped Complaints
Leading telecom companies in Pakistan like Jazz and Zong continue to frustrate users with data package errors, surprise charges, and unhelpful call centers.
“I kept losing balance without using my phone. The helpline just kept repeating scripts. No solution.” – Customer from Faisalabad
5. Airlines Like PIA: No Apologies, No Accountability
PIA and other domestic airlines are notorious for delayed flights, poor onboard service, and rude check-in staff. Passengers often feel helpless, especially when flights are overbooked or rescheduled without notice.
“They shifted my flight to next week with no explanation. I had a wedding to attend. They told me to file a complaint online!” – Traveler from Lahore
But Not All Brands Are Broken—Some Still Care
While many big names disappoint, some less-hyped brands in Pakistan are winning hearts with professionalism and empathy.
✅ Pink Petal: Service That Feels Personal
Pink Petal has become a customer favorite thanks to its high-quality fabric, quick deliveries, and amazing support team. Their exchange process is smooth, and they go the extra mile—gift wraps, confirmations, even check-ins post-delivery.
“They replied within 5 minutes and resolved my issue without any drama. I’m now a loyal customer.” – Buyer from Multan
✅ Rumi: Boutique Vibes, Brand-Level Experience
Rumi is another success story—offering modest, trendy clothes and one of the best online shopping experiences in Pakistan. Their sizing guidance, polite tone, and fast response times keep customers coming back.
“I got the wrong size and they exchanged it the next day—no blaming, no delays.” – Happy Shopper from Islamabad
What’s Going Wrong?
Here’s why Pakistani brands keep failing at customer service:
- No accountability laws or penalty systems
- Over-marketing and under-delivering
- Robots and auto-replies replacing real human help
- No post-sale care or relationship building
How Can It Improve?
- Real human support on live chat & WhatsApp
- Enforceable consumer laws and complaint portals
- Public ratings that actually matter
- Highlighting brands that do well, so others follow
Conclusion: Respect is the Real Luxury
The phrase “The customer is never right” shouldn’t define how brands operate in Pakistan. If companies want loyalty, they must start with honesty, empathy, and timely help.
Until then, we’ll continue naming and praising those rare brands—like Pink Petal and Rumi—who are getting it right.
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