SM North EDSA: Apology Letter

Dear Mr. Quintos, 

Thank you for allowing me to speak with you over the phone the other day. 
Once again, please accept our apologies for what you have experienced in our Store. 

We are most grateful that you relayed to us your observations which we really welcome. 
We understand where you are coming from and we appreciate that you would want to help us improve as we also do our best to continuously upgrade our level of customer service. 

Your suggestions/feedback have been shared with our package counter staff and I have personally re-oriented them so a similar incident may be avoided. 
We are monitoring them and ensuring that we deliver exceptional customer service to each and every customer. 

We hope that we will see you again in our Store and that you will have more enjoyable shopping experiences than unpleasant ones. 
If you would allow us, we would want to meet you personally during your next visit. 

We sincerely wish you a very Merry Christmas and a most blessed 2016! 

Very truly yours,   

ANA S. JEANJAQUET (sgd) 

Assistant Branch Manager 

0915-2100792 

JUVY B. BALA (sgd) 

Senior Branch Manager 

0917-8071054 

SM MART, INC. 

SM City North EDSA 

SM North EDSA, North Ave., PAGASA 1, Quezon City 1105 

Contact No.: 926-4765; 926-9002 to 06 local 101/102 

FAX No: 928-1690 

Email : AnaMilagros.S.Jeanjaquet@smretail.com 

An Open Letter to SM City North EDSA Management

Good day!

We shopped at your department store in North Edsa for some Christmas gifts last thursday, December 3. After paying for the stuff we bought from your store, we thought of checking out if we could find more gift items elsewhere so we went to the department store package counter to leave what we bought and we were declined. They said they do not accept items bought from the department store. We went to the nearby supermarket package counter to leave the items and we were told that some of the items we had were glasswares so they could not keep them. They referred us to customer service. Having worked in the customer service industry myself, my expectations with your customer service people was high. We asked if we could leave our items we brought from your department store and the first question your customer service staff asked was, "May bibilin po ba kayo sa loob?" (Referring to your supermarket). Was that supposed to be your first question? What if we are not buying from your supermarket? We would not get any help? Considering all the paper bags we were holding were from SM Department Store, wasn't that enough reason to get help from your "so-called" customer service? It should not matter whether we go take some coffee or watch a movie. 

Your staff or even managers in charge of customer service should go to the nearby Landmark in Trinoma and observe how they assist their customers. We bought some groceries there and after paying at the counter, the cashier immediately asked if we wanted to leave what we bought first at the package counter or if we wanted to be assisted going to the parking area or taxi bay. We told the cashier that we would eat and check out some shops in the mall first. The cashier called one of the porters/baggers to help us carry our items to the supermarket package counter so we could leave our groceries. And when we came back to the supermarket package counter, the staff noticed that we were carrying a lot of bags so he immediately called one of the porters to assist us carry them. He also assisted us get our groceries that we left earlier at the package counter. That to me is customer service.

It is unfortunate that the biggest mall chain in the country provides such low- or no-quality service to their customers. I am not asking for the moon and stars. All I wanted was basic customer service.

Marlon Quintos

P.S. The the worse part is, I sent an email to customercare@smsupermalls.com and I got this response: The recipient's mailbox is full and can't accept messages now. Please try resending this message later, or contact the recipient directly.