Purpose — This paper aims to examine the impact of convenience and shopping experience on repurchase intention, including potential impact of speed of complaint handling as a moderator. Design/methodology/approach – For this purpose, a “quantitative-method approach” was used with a descriptive research design. A deductive approach was used to examine the correlation and causal affect relationship between variables. A total of 330 questionnaires were completed by the respondents to explain the quantitative output. Findings – Results of the study revealed the positive effect of convenience on repurchase intention and also statistically prove the positive effect of shopping experience on repurchase intention. In addition, the study shows the moderating effect of Speed of complaint handling on the relationship between convenience and repurchase intention and on the relationship between shopping experience and repurchase intentions. Practical implications - Businesses in the retail sector should prioritize improving the overall shopping experience and client convenience. This may entail optimizing store layouts, online purchasing platforms, and ensuring a smooth checkout procedure. Second, organizations should invest in effective and responsive customer care teams to quickly handle customer grievances, recognizing the moderating influence of complaint processing speed. Originality/value -- This study draws attention to the crucial impact of convenience and shopping experience in influencing customer repurchase intentions, emphasizing the importance of having a smooth and delightful purchasing experience. Second, it underlines the dynamic aspect of customer satisfaction, where the speed with which complaints are handled appears as a critical moderating factor. This finding emphasizes the significance of effective customer service and after-sales assistance in affecting total repurchase intentions.