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During a 2020 survey fielded in Peru, Saga Falabella was the preferred online retailer among e-shoppers, with about ** percent stating their intention to shop there during the remainder of the year. The online marketplace Mercado Libre ranked second in the South American country, chosen by ** percent of respondents, followed by Linio with ** percent.

Falabella's bet on e-commerce

Founded in Chile in 1889, Falabella has established itself over the years as one of Latin America's most valuable retail brands. More recently, the consortium Grupo Falabella has sought to reinforce its value by betting on the digital branch. As a strategic move to gain a leading position in online retail in the region, the group acquired the online marketplace Linio in 2018, thereby joining the competition alongside e-commerce giants Amazon and Mercado Libre.

E-retail: a market with room for improvement

Despite the relative ease and convenience that has become synonymous with online shopping, the rapid growth of e-commerce has led e-tailers to face a range of new issues, including an increase in the number of complaints and claims. Even as Peru's favorite online retailer, Saga Falabella was also the one to receive the highest number of complaints in the country during the first months of the COVID-19 pandemic. Similarly, in Chile, both Falabella and Ripley were victims of their own success during the outbreak, ranking first and second, respectively, in terms of influx of customer complaints.