A Place to Tell.

stories to share.

at 12:31 AM

I love browsing through the items that any online boutique has to offer. Not necessarily buying them, but I just love keeping in pace with their latest updates. However, I had an awful experience with one particular online shop recently; Zalora Malaysia, to be specific. They carry a variety of brands and style: men and women fashion, shoes, jewelry, you name it. At the same time, they have a number of angry customers coming their way as well. And I'm one of them...

To tell the truth, before I decided to shop with them and make my payment on the dress I chose, I thought twice to whether get the deal done because I'd already seen handful of people complaining on their delayed parcels. Sadly enough, I paid for that dress eventually. It's been the third week I've been waiting for my parcel now. A week after my payment, I sent in email to their customer service asking for my tracking number. Nope, I didn't get any reply. Hence, the two comments that I left on their fb page with their name tagged. Disappointing enough, this took them about 2 days to actually ring me up on phone on a Sunday night telling me that they will check with their vendors and get back to me as soon as possible. I was grateful for the effort, despite the duration they took to actually take the action.

But I guess it was early to make such judgement. I waited another week patiently for any updates from them but I receive none. Very politely, I sent in another email over the last weekend asking for refund cause this is the third week since I made my payment. It is understandable that they have off-days on weekends, but I believe that if by any chance they have seen and read about my mail on the following Monday, I should have gotten some replies by today isn't? Patience has a limit though.

Delivery service is the key to the entire online shop idea. So what if you have good brands and multiple vendors? So what if you have thousands of LIKES on the fan page? So what if you offer great promotions? They mean nothing at all without a good delivery system.

Creating a good relationship and satisfactory service are so important in maintaining your customers and the good name of the business. The customers come back to you again when they experience good services; likewise, they can be the one who leave black spots on your business.

This is definitely a bad experience with Zalora. Truly disappointing. I think the management has to really do something about it. There must be problem somewhere when you have more than one customer complaining on the same issue. I'm just hoping that I'll get a reply by this week. Fingers crossed.

Currently nineteen. Still figuring out about life, still have phobia on snakes. Favourite quotes: 'Dare to dream big, work them out by Z-A.' Know me better through my personal space here. :)