iBox Addresses Customer Complaints of Unexpected Product Add-ons at Checkout
Jakarta, Indonesia – Following reports of customers being charged for additional, unrequested products during checkout at iBox stores across Indonesia, Erajaya Group, the parent company of the electronics retailer, has pledged to reinforce service standards and improve customer complaint resolution. The issue, surfacing recently through social media and online forums, alleges staff are adding items to purchases without explicit customer consent.
Erajaya Group operates over 180 iBox outlets nationwide, specializing in Apple products and related accessories. The company’s response comes after growing consumer frustration over the practice, which some customers described as deceptive and a breach of trust.
Senda Parentino, Chief Digital & Operations Officer of Erajaya Group, acknowledged the challenges of maintaining consistent service quality across such a large network. “Our commitment from the center is to provide the best customer service. But with that many shops, it is indeed certainly not easy to apply the same standard. Deviation must be there, but we make sure it does not reflect the values of iBox,” parentino stated during a press conference held August 4, 2025, at the Eraspace Office in South Jakarta.
The company is actively encouraging customers to report any such incidents directly through its customer Care channels, available 365 days a year via telephone, WhatsApp, and Instagram. Parentino assured swift action on all complaints, stating, “We always try to eliminate things like this. If there are problems, please contact us. We will definitely solve it as soon as possible.”
Eric Lee, Chief Category Management Officer of erajaya Digital, identified the issue as a significant internal challenge. He expressed gratitude for media coverage and community feedback, emphasizing that such input is crucial for improvement. “But sometimes there are indeed ‘individuals’ who play,and we immediately acted. Once we get feedback from the community, that is used as input for us to improve ourselves in the future,” lee explained.
to proactively prevent future occurrences, Head of Corporate & Marketing Communications Eraa Stephen Warouw advised customers to carefully review their purchases before completing payment. “So before they pay, they can check any item. So you can,before paying,look at the (item) you wont to buy,” Warouw suggested.
Evergreen Context: iBox and Erajaya Group’s Market Position
Erajaya Group is a leading distributor of mobile phones and accessories in Indonesia, representing brands like apple, Samsung, and Xiaomi. iBox is its flagship retail chain focused exclusively on Apple products,positioning itself as a premium reseller offering authorized products and services. The company’s success is tied to Indonesia’s growing smartphone market, which saw over 65 million smartphone shipments in 2023 according to Counterpoint Research. Maintaining customer trust is paramount for iBox, particularly as competition intensifies from other authorized resellers and the rise of online marketplaces. This incident highlights the ongoing challenges faced by large retail chains in ensuring consistent ethical sales practices across all locations.
Key Details Not in original Article:
Date of press Conference: August 4, 2025
Location of Press Conference: Eraspace Office, South Jakarta
Indonesia Smartphone Shipment Numbers: Over 65 million in 2023 (Source: Counterpoint Research)
Erajaya Group’s broader portfolio: Distributes Samsung and Xiaomi along with Apple.* Emphasis on iBox’s premium positioning: Focuses on authorized products and services.
