Tuesday, November 20, 2007
Dear Sir/Madam,
cc: stforum, zaobao, CASE, the heeren management
i am writing with regards to a very unpleasant experience at Mimi Momo (Trendy Zone) - The Heeren #04-28/29.
I bought a pair of heels last friday and reserved another one the same time. I was very happy with my purchases and immediately wore it to work on Monday, 19 Nov. Of course, i changed to my comfy pair of slippers once i reached work. When it was lunch time, i headed across the road for lunch, but before i could reach my lunch venue, the left heel broke.
I limped with the help my colleagues to heeren in the hope of picking up the reserved pair so i could change into it while getting the current pair repaired. When i reached mimi momo, the pair that i had reserved is defective (left and right were of different cutting and design).
While I was willing to wait for a new pair, the sales assistant disappointed me further by informing me that they had stopped production. Her first reaction was to ask me to purchase another pair, but that was my 3rd pair from that shop for the month, no other designs appealed to me. Finally after calling her supervisor, they refunded me the amount of money for that defective pair of heels.
Regarding my current pair of heels that broke, the sales assistant told me that she had to send it back to the warehouse in order for them to evaluate the problem and then decide if they should have it repaired or replaced.
The main problem was not whether the heels were defective or not, it was rather the fact that it was raining and i didn't have any shoes to return to the office and followed by an important meeting. Of course I know it was beyond the call of the sales assistant and I did not want to make things difficult for her, so I requested to speak to her immediate supervisor.
What's worse was after I spoke to the supervisor at Far East, Mr Tay. Let's just cut the story short, Mr Tay's conclusion was that because that pair of heels at his shop was merely $29.90 and not a branded label of $400 or $500, there's nothing he can do about it. No constructive solutions were presented to me. All the other solutions given to me were, to get another pair or to walk back to the office in that defected pair and get my colleagues to walk back and return the heels.
I would have loved to hop to a nearby shop like Havianas to get another cheaper alternative, like Mr Tay suggested. However, that is just not the dresscode for me, a Marketing Executive.
Well, if Going the Extra Mile (GEMS) to deliver excellent service is what the government is preaching, then I think this shop is very far from attaining this goal. And all we need is a black sheep to let important delegates of international conferences held in Singapore, tourists, and consumers like you and me to have a very bad impression of the customer service in Singapore.
Of course, I played my part as a customer to practice GEMS by smiling and saying thank you to the sales assistant as I left the store.
Cheers.
V.
minahlian
- 8:50 PM
