I just want to share my sister’s bad customer experience at Etude House Philippines SM North The Block branch. She sent a message via Facebook, as per the admin of their Facebook account suggested.
The following came from her Tumblr blog:
This is the incident that happened to me at SM North the Block last Saturday.
What happened was, I left the store knowing that all the items I bought are inside the paperbag, It has a staple wire on it.
When I went to the washroom at SM Annex, I was surprised that the Styling Eyeliner Pen #2 is not there! So I walked back from SM Annex to SM the Block just to inform the cashier that she did not include the eyeliner.
The lady said that it is standard to check the security camera. So they scanned it. The camera showed that the lady first put the items on a small paperbag. They asked me to add another item so that I can get a free notepad, from the total items of 1000 pesos. So I added the Happy Tea time cleansing wash.
The lady realized that it won’t fit on the small paperbag so she transferred my items on a bigger paperbag.
The cashier claims that she transferred all the items inside the large paperbag because there is nothing left above the table when she put the items out of the small paperbag. The camera resolution won’t prove that the white eyeliner is included!
What me and my bf suspects is that, the white eyeliner may still be inside the small paperbag where she originally put it, and maybe it was included when they used the same paperbag for another customer.
I walked out of your store very angry and disappointed, because NO ONE helped me with the situation! I paid for an item that I did not get. I still feel the same frustration until today, but got some hope with your reply, that maybe I can get help this time.
Thank you in advance, and hope you can do something about your staff.
I am not just any customer, and this is my first time to encounter a situation like this that I feel very helpless.
This is their reply:
Hi Princess Juvy Ann,
Regarding your complaint with our service, we’ve done the proper investigation to it. The authorized personnel thoroughly reviewed the CCTV camera and although the resolution is not in the best quality, it was clear that our staff transferred your 5 purchased items from the small paper bag into the big paper bag.
In details, our staff explained that she over turned the small paper bag to let all the items inside it out and transferred everything into the bigger paper bag, living no item inside the smaller paper bag. The store also did an inventory of sales and items in stock that day and the tally matches, concluding that the item was not left in the store.
We apologize for this kind of incident that even our store encountered it for the first time. Up until now, we are consistently improving the service to provide our customer a satisfying service.
Etude House Girl
Maybe the item disappeared by itself. Magic? Amazing!
I got the same answer from you which makes it non sense to report anyway.
Hi Princess Juvy Ann,
Again, we apologize for this incident. Like you, we’re also very regretful that the product you’ve purchased was lost and can’t be found. Our initial action to this event is to review the CCTV camera and ask for the both side of the customer and the staffs, and based from there, we will apply the appropriate action.
Etude House Girl
My sister’s last words:
What action? Apologies. Not accepted. You just lost a customer, and many more potential customers.
After that, they have stopped replying. Maybe if this happened to a celebrity, they would give the missing item PLUS more of their products. A missing item IS a missing item. My sister spent more than Php1000 worth of products from their store. You’re better off buying from other botiques with better customer service. Or shop online. Most online sellers are much more accommodating and love to give freebies!
So here’s to Etude House at SM North The Block, your service sucks!