I had so much fun shopping at Giant Mall (NOT!) that I am full of praise (NOT!) of that place. Shopping is blissful but only if you shop at the "right place". But aren't malls supposed to offer best prices, have great customer service, gives pleasant shopping experience, so on and so forth? Well, technically the answer should be "yes", but unfortunately, Giant Hypermarket at Giant Mall Kelana Jaya begs to differ. Low price (that's what they claim) comes with inevitable low service as well.
I had just filled out my SECOND complaint form today at the customer service counter. I was shopping with mom and we went to pay at checkout counter 15. The checkout staff at that counter--apart from her frowns--had yawned with her mouth opened wide without bothering to close her big gap with her hand. Maybe by shopping there, we'd upset her morning. Maybe she's bored. Maybe she should just go home.
Well, that's not the end of the story. I went to the customer service counter to fill out yet another complaint form (my second one a week or two after the first one) . The best part was, even the customer service counter adopted the same attitude. While doing that, I tested them by asking what does Grocery 1, 2, 3, 4 on the form meant, and one of them answered with a tone that suggested "hey, you stupid, don't you know?" I guess even the "low service" syndrome was not spared amongst the folks in charged of customer service.
There are many shopping malls in town and looks like Giant is a no-go for me. I'm not risking another rise in blood pressure by going there. I've done my part: I've shopped and paid good money there; I've voiced my opinion and channelled my complaints to the management, through official complaint form and email; and even spent a few minutes telling the world about their service. Now it's time to move on and do more productive things.
I will not return to Giant the third time. Or ever.
I'm sorry your experiences at the Giant were so unsatisfactory. Sometimes I am put off by rude behavior and poor service too. There is a hair salon in town I won't go to anymore because they treated me so poorly. Not once, but twice, they accused me of bouncing a check at their store. I'd never paid them by check. They showed me the check--it wasn't even me. We shared the first name but that was it. No matter how many times I told them it wasn't me, they insisted it was. I even showed them my ID. They still didn't believe me. I thought it has been taken care of the first time, but when they brought it up again several months later when I returned, I decided it wasn't worth going back again. The manager kept telling me that the computer said I was the same person as this other Wendy and the computer couldn't possibly be wrong. Ugh!
ReplyDeleteSo sorry about that! People seem oblivious to the fact that they lose customers by poor service -- and the idea in retail is to get and keep customers. We've complained at places, too, not just to be complainig but so that the powers that be can know and do something about it, but they then seem to look at the one making the complaint as "just one of those gripy customers."
ReplyDeleteYes, poor service can really spoil one's day... forever...
ReplyDeleteThey should give you an official apology! Hhahaha, its good to be back. Haven't been here for so long. Thanks so much for visiting my site all these while even though I've not been around, and leaving comments too. Really appreciate it!
ReplyDeleteIt's amazing how many people forget that it's their customers who keep them in business. I hate the "you are bothering me" attitude too. Fortunately for those of us in cities, there are is plenty of competition. I'm sorry you had such a bad experience.
ReplyDeleteOMG! I can't believe that employee can say something like that to a customer!! That's a Gigantic attitude problem I can never put up with. I would have called for their manager, like that time when I found a small cockroach on my vegetable dish I ordered. yuck!
ReplyDeleteDon't they know it's bad for business?
I'm so sorry to hear about your bad experience, Alice! It sure seems like they've not been doing their job well. One of the things I couldn't stand is bad attitude so I definitely don't blame you for not patronizing them anymore.
ReplyDeleteAlice - I'm sorry your experience ran into bad attitude and poor services. I would have just let them have it, right there and than. It just make me wonder if they realized that if they keep up with these attitude, they going to lose their customers! That not good for their business.
ReplyDeleteI'm sorry about your experience. I also value customer service. It's sad how some people don't realize how important it is in a business.
ReplyDeleteHi Wendy. I'm sorry to hear about your bad experience at the hair salon. I can't believe that they kept accusing you of being the person you're not! I'm happy to hear that you'd never return to them. I support your decision 100%.
ReplyDeleteThanks, Barbara. Good customer service is so hard to come by. Just today at the bookstore I got a "funny" look from the customer service counter for wanting to exchange the books in a box set to another in better condition. It was as if I'm giving them trouble. SIGH...
Anon, forever is right. :(
You're most welcome, Stanley. It's always nice visiting you!
Hi Kristy, good to see you again! :) You're right, thank goodness for competition.
Hi Garando, either they know but don't care, or they really are ignorant. I'm leaning toward the first one, though.
Hi Melody & Julia, it is right when the gurus said the people in the organization either make or break the company...
Hi Rachel, businesses should really buck up and do something about service level. Customer service could be the only thing that differentiates one product/service from another.
oh no, sorry to hear that! cutomer service is so important, if it werent for the customers spending thier hard earned money, the place would not be in business.
ReplyDeletetoo bad for them, they lost a good cutomer in you.
http://thebookworm07.blogspot.com/
That's all right, Naida. I guess they just don't realize that the customers are the ones keeping them in business...
ReplyDeleteJust visited a Giant and got crap - actually - no serivce. No one at the weighing machine so asked the chicken dept staff who was nearest. He totally ignored me as he was busy talking to the chicken delivery man!
ReplyDeleteI moved along and found a grocery staff and asked him to get his manager. He went away and came back to say the manager is busy!Wow with managers like that no wonder the staff are of the same breed. He probably hired those who have his same CS values. Anyway, don't go to the Giant in the old Thrifty. Queue at cashier was also super long as I left after abandoning my trolley of stuff.
Hi Anonymous, I'm sorry to hear about your shopping experience. It seems that Giant is out to make terrible service their motto. If the management is reading this, they had better do something. It's not funny anymore and they had better be serious about their CS.
ReplyDeletedude just worked in giant subang jaya has a promoter for tai thong (moon cake) they have really bad service.there was 1 time i helped an old lady who's awfully sick she came alone to giant not many paid attention to this poor lady even me honestly but that was the 1st time when i was trying to satisfy my customer request i was running and it's quite embrasing to see an adult running XD where other people (almost 99% no one was running)just stare @ me.then when i done my part the old lady pass by my area with a shocked and panicked face i was going to talk to her then she started breathing REALLY fast and i hold her with my hand then another giant stuff came to help while other stuff couldn't care less about what was happening and doing there job after few seconds she was gasping for air or something then she asked with a really fast pace "water" so i quickly grab a mineral water (giant branded close by and opened the cap without thinking who was going to pay for it)gave her the bottle to drink (few second pass)she was starting to slow down breathing and then she was seated by me and the giant staff near a small table which was displaying some offer's for the product,after 20 mins of listening to her situation i volunteer to helped her purchase her daily needs in giant abandoning my job XD anyway senior customer 1st
ReplyDeletethen when i was able to complete the whole list the giant stuff said "hey you take care of this old lady for awhile" then she went away for the whole day and i was wtf u lied to me but i couldn't care less and accompany her for almost 2-3 hours buying her stuff alone T.T and i was still running =.= sweating as well so anyway i am here to tell people that Giant subang jaya is a shopping area of self service there is no quality service being display many dishonest staff completely non customer friendly and the manager got some sort of strategic brain problem with him/her brain cause why put moon cake close to the frozen area where i almost got sicked cause of the damn cold where other people can't see or even find the tai thong logo =.= wtf is wrong with giant and to tell you frankly giant gonna be tiny pretty soon no doubt about it cause even the staff is unhappy about it
I just lost about rm100 at Giant....
ReplyDeleteThere are thefts in Giant Malacca
Those indian chasiers are stupid.
Yea u r right...the indian cashier is fuck....and slow in action!
ReplyDeletehye Alice. feel sorry 4 ur experience. that's one f the reason why i avoide from shopping there.. by the way, ur entri help me a lot in order to complete my HRM assignment. tq :)
ReplyDelete