[[ MsCarolineLzt ]]

My photo
Im a ON and OFF blogger, blog when my mood is there. I do sport; Marathon and Mix Martial Arts. I LOVE buying shoes but I don't really wear them. Here is where I write my nonsense.

[[ Instagram ]]

Thursday, December 31, 2015

SERIOUSLY BAD SERVICES!!

Gonna write a long year end post with a complain toward two person/company!!! I think everyone heard of Groupon.my, so the incident happen this morning and I'm not not really related it was my colleague I'm just helping her and we shall name her ABC for a easier understanding.
So she was planning to get her Chinese New Year nails done by searching for some affordable since she a housewife so it will spoil afterward she doesn't want to waste too much on it and when come to affordable Groupon was the first time she can think. So without thinking more she started searching for affordable medi-pedi saloon which is nearby her house and she got this The Nail Place - Nails & Lashes -, with very attractive offer *Classic or French mani-pedi for RM28 instead of RM95* without a second thought she just bought 2 voucher thru Groupon for herself and another colleague of mine.

She was so excited and running to me saying they found super affordable and near saloon. Most importantly it state can be use 3 months from purchasing date, normally mostly saloon will state on their T&C not usable for 2 weeks before CNY and The Nail Place doesn't have any T&C about not usable before CNY. I was curious and asked her to call over to The Nail Place to reconfirm it is really can use even near CNY, here where the nightmare happen!!!
So she called and asked, a lady, Jacklyn answer the phone, we have no idea it is the ladyboss herself or a staff. She say not usable starting from 16 Jan 2016 till CNY which is around 12 Feb 2016(cause normally CNY we Chinese rest and resume businees on the 5th day of CNY) which is almost 1 month period. ABC then tell her but your Groupon site doesnt stated so how come now can't use, and Jacklyn reply with unpleasant tone "That's why I'm telling you right now". Do noted their conversation was in Cantonese I translated it into English and it sound not so rude, if you understand Cantonese you might imagine how rude is she. ABC was no so excited and not so happy she talk with her for few minute telling Jacklyn to understand that ABC bought it because the site didn't stated any not usable date within the 3 months.
But after all the talks Jacklyn wasn't tolerant and stand firm with her NONO before CNY, then she offer ABC to make her nails 1 day earlier which is 15 Jan 2016 and it make no different with 16 Jan 2016 moreover ABC wasn't free on 15th.
ABC and another colleague was angry because Jacklyn was so rude and mention they couldn't use it on the date they wanted to. Other saloon offer was before 30th Jan which is 1 week before CNY and Jacklyn even said "I coop with Groupon I didn't earn and I even loss" another rude tone like don't wanna do business.

ABC was frustrated so decided to make a complain toward Groupon and ask for a refund and here come NIGHTMARE part 2. When you think operator from customer service line should look like this ;
Or this

Then you are so WRONG!! I was the one who talk to the operator since ABC and the other colleague wasn't good in English, I just have to help them. So firstly the unprofessional operator I have no idea is he a Chinese Indian or Malay all I know he is trying really really hard to speak English with a fake fluent English slang and all his words was sticking together which really hard to understand him, plus he speak super soft making it more worst and he keep on pause left it will silent which I have no idea did he or did he not heard what I saying.
Then I thought he might not good in English as I'm still at my working hour I was hoping I could end it fast and get back to work, although I feel cocky but I asked can you speak Mandarin or Cantonese and he didn't even bother to reply my question. Then he came back conscious of Im still on the line and here the real stuff begin normal procedure asking for account details and voucher code and stuff.

Then he stopped and ask "Are you the owner of the account because I heard you asking someone else" I can understand this but HELLO can you ask in a better way so I replied him " No I'm not the owner of the account I'm only helping my friend and they doesn't speak English unless you know Mandarin or Cantonese. Do you wanna talk to them"
Then we continue with the serious thing and he say "Sorry but no refund can be made, as the voucher valid for 3 months from purchased date which mean you can use it after CNY", So what's the point do ABC bought the voucher for!? plus to be exact it is not 3 months it is only 2 months if according to TNP. I even ask him who mistake it is now, It is TNP or Groupon or our own mistake to buy it, the operator even ask us to call TNP and nego with them. If it is working we wouldn't call your customer service plus It is obvious your company (Groupon) and your client (TNP) mistake in communication and why do we (buyer/user) have to take the blame!!! All he did is keep on repeating the same thing;

1. "Sorry we couldn't make the refund"
2. "You can still use it after that"
3. "It valid for 3 months"
4. "Do understand our company policy"
5. "What else can I help"

And this is how I answer and repeated answer after he keep on repeating it;

1. "Why can't I get back the refund" but I get no answer but changing channel from him.
2. "How do I use it, who will keep on doing their nails in 3-2 months period" same no answer.
3. "Yes I know 3 months but they stop us on 16th Jan 2016 - 12th Feb 2016 we doesn't even have 3 months" no answer and keep talk other stuff..
4. "Okay, Do understand how frustrated are we now. For example, WILL YOU CUT YOUR HAIR EVERY MONTH. Now can you understand" he is on his silent mode or he jsut fall asleep.
5. "Yes, you didn't even HELPED US!! and Yes you can help me WE NEED OUR MONEY BACK WE WANT A REFUND" he repeated 1-5.

I think the conversation took around 20 or 30 minutes?? When he started to say What else can I help you miss and thanks for called, I knew it he is trying to escape and hang up. Eventhou it wasn't me who bought it but the way he serve me and doesn't even help just wanted to hang up make me more frustrated so I asked for his name and contact to complain on staff, he purposely say fast and soft of his name and I forcefully ask him to spell it out 1 word by 1 word and he doing it fast so I ask for his ID but he think I'm 3 yo telling me NO WE DON'T HAVE ANY STAFF ID and the name is how they recognize their staff. WHAT A JOKE!! are you kidding me, big company and no staff ID.

As I could get his exact name and staff ID, I tell him if I file a complain on you with the name given (Jolsm, Josh, Joa, or Joey) but they say no such staff in the company who should I find!? Call back here and find you!? and he said "May I have your complain" I have no idea is I misheard because his voice was so soft like JayChou, I didn't even bother to want him to repeat what he just said so I said my last words "what you want me to complain you thru you!?, Never mind pass me to someone higher position your senior or whoever he is"

Then FINALLY!! LIKE REALLY FINALLY he did his job seriously!!!

Finally he said okay I will ask my supervisor or senior, I couldn't hear him because he is JayChou fans. After holding me for 2-3 minutes he came back and say okay we can me a refund for you but in Groupon credit and yes why not at least you refunded!! I end the call by praising him at least you did your work. Thanks!!

hahahaha~ Okay I know I sound #likeaboss

And the location of The Nail Place is inside Taman Wawasan DG Foodcourt. How their nails art goes idk but their responds toward ABC not really good.

As for Groupon this kind of situation this is not the first time, so beware when purchasing from Groupon or online. Always remember call and check first with the merchandiser itself before purchasing from any 3rd party website.

But once in awhile Groupon do have good offer and super deal which really a good deal. Like the one recently I went for dinner in Miss Coffee & Toast nice place nice food affordable price but the offer ended. Also my current worth trusted beauty saloon CellAct, my first trial was from Groupon and till now I been with CellAct for almost 1 year.

2 comments:

Sharon Lee said...

Opps definitely a Long story to read hahaha!
Luckily you have a good ending and since you have experience jo liao it was really good of you to ask your friend to call the saloon and ask hehe!

MsCarolineLzt said...

Ya, if not she sure lost those money.