I believe many of us have experiences in online shopping.I have started to shop online probably six or seven years ago when i have became a fangirl of TVXQ (still is). I bought most of their CDs and DVDs online and on that time, online banking was not common to me so i used to "beg" my girlfriends to bring me to the nearest bank to do the payment via ATM. And my girl friends hate to do that...But they still, ended up helping me and that is what BFF stand for. HAHAHA
Along the years, I've also started to shop on online boutique or fashion store. Few years back then, most of the online fashion store selling their fashion stuff using pre-order method, which i don't like because we as customer need to pay first and then wait for another two to three weeks only to receive the purchased items. But for the recent three years, many of them have started to sell their items in ready stock and we get to receive it within 1-3 working days after payment is done. Saving our time and extra money if compare to do shopping in shopping mall. Awesome.
Despite of all the advantages of online shopping can offer, on the other hand,it also means that you will need to bear with certain potential risks by your ownself. When you decide to purchase item from an online store, regardless of what kind of products, it means that you are agree with their terms and conditions and also bear the risks of :
1. Delay of delivery
2. Damage or loss during the delivery process =.=
3. Products come in different color/shades or look different compare to the picture u see it online
4. Products , especially clothes and shoes come in different size or cutting not fit even tho you choose the same size number in shopping mall.
5. Not returnable (this one still okay cos most of the online store now provide easy return policy)
You name it.
and the list goes on.. of all the potential risks, i paling pantang the first and second one!! =.=!! So i always make sure i did my research and only buy/order my items from an established online store, and i really rely on the online customer reviews before i make the buying decision.
and if any technical issues/problems happen during my online shopping process or if any unreasonable things happen to my purchased item, I , in my own capacity, will make sure i fight to the end to defend my customer rights! .... #totally an aunty material.... but if myself do not defend for myself..who will...and i worked hard to earn that money, of coz I have to make sure it goes to the right place.... right?...
I think i shall move on to the topic...heh
The purpose of me to write this post is to share my first online shopping experience with Zalora Malaysia.
Okay, everyone knows about Zalora. If not everyone, most of the internet hardcore users especially women will know about it. I bet you have also seen the Zalora tv ads been played on the TV before. The woman in the tv ads screamed her lungs out when receiving her Zalora items........
Zalora as a well known fashion online store was founded in 2012 and over the years, endorsed by many of the public figures on their social media platforms and get all sort of good feedbacks from their customers for their variety of products for men and women, their efficiency in goods delivery as well as their great team of customer service.
Well, let me share my story. I have subscribed Zalora newsletter long ago and i will receive their promotion or sales information almost every single day in my mailbox. I mean SALES! WHO DOESN'T LIKE THE WORD "SALES" ? All the women like right? :D
My sister is Zalora regular customers and always bought lots of stuff from them. After "witnessed" her awesome shopping experience with Zalora several times, I tell myself why not i give it a try and look for some stuff from Zalora for the coming CNY.
With all the SALES going on in their website, i managed to grab few items with a very very reasonable price for my whole purchase after the discounts.I secured my order and made the payment immediately, and start to wait for all my items happily to arrive to my doorstep ! what a good deal man! I ordered it on last Friday, I cant wait to receive it on this Monday! :D
BUT
Monday passed. No..my items didn't arrive yet..
Tuesday passed. No..my mom didn't received any courier from postman while I were away from town for the whole day.
Wednesday came, something must be wrong! Where is the Zalora's efficiency everyone is talking about?!
I tracked my items using the consignment number provided to me and the result came out as "DELIVERED", NO WAY!!! I sent emails to Zalora customer service to ask about it. I feel so frustrating laaa coz i really pantang this one!!! issh! Before Zalora get to reply me i called to GDEX and asked where was the location of my parcel. And i found out the truth..
The truth is Zalora had misplaced all my items to a wrong courier address and sent to the wrong receiver. This is major =__________________________=!!!!!
and I got the copy of the consignment slip from Gdex, the wrong receiver even signed on the slip and received it!!!!!! NO WAYYYYYYYYYYY!!!!! I even got the wrong receiver's name and address from the slip too.. why not also state contact number there.., i confirm call her!
At this point : I am so angry and upset by Zalora..They have made such a mistake and i still didn't get any reply from them.
I spam their mailbox and also called to their hotline. *typical angry customer =.= The customer service consultant told me that they will send people to pick up my item from the wrong receiver and send it back to me within 3 to 5 working days. The voice behind the call spoke very softly and so not confidence... and I was making the call in my office.. so i also jaga my voice volume and told her please make sure my items are in good condition and i will continue to call her if i still not receive my items in the coming days. but she used such a low confidence tone to talk to me.. i still feel very upset laaaa ...very 苦笑不得and 欲哭无泪...
Nevertheless,I still expect to receive reply in email from them after i had sent out few emails.. but No..
So i decided to send them message via their fb page. NOW, at least i will know if they have seen my message or not... and they have finally replied to me.. T_T let me show you
This was my first message to them.
Can see i very mad already.. look at the grammar and the sentence without comma and transition.. haih...漏气...tsk tsk
wah i was damn angry! are they trying to accuse me that i amend my shipping address after i have submitted my order. I read the message angrily and I only read it once. Then i reply to them
I were very upset and trying to type the message using a very "cold tone".. i think i failed.
This time they replied me very quick and trying to explain to me they are not pointing their fingers to me..*abit calm down already* and they explained to me nicely that they have indeed replied my email already (but I swear i have double checked my mailbox and junkmail and find nothing from Zalora before i replied them in the second pic..)
(Look, i even whatapps my sister on the problem i encounter while i having this conversation with Zalora in fb.)
They somemore assure me that they will try their best to assist me in shipping the correct items to me and wrote all the sentence in a polite manner (Well, they might be also keep cursing me while hitting their keyboards replying all these messages to me, who knows)
Anyways, i were saying thank you and really appreciate their helps... and I really do.
This person must have all the patience in the world.
At this point : I felt guilty :(.
I take a few minutes to reflect myself... they didn't make this fault.The one who made the fault should be the worker in the warehouse who is in charged of distributing items according to the order. The person who i called this morning and who replied my messages are just the customer service consultants. :(
But whatever it is, i really appreciate the Zalora customer service team's efforts to reply all the messages.. and on top of that.. with a very decent and polite manner despite facing all the harsh words.... It really can make a different in customers' day i think.
I can't imagine how can all these people in the customer service line able to handle numerous of complains or feedback inquiries in one day.. I know, not everyone can accept harsh words easily and have to respond to it nicely. they must have a very good distress management skill...
But I bet of all the complaints emails, there must be also some appreciation emails go to them for their good customer service and excellent efficiency. Maybe that is the source of motivation for them ?
All these happened on today.
As of this moment, I haven't receive my items yet. But I have changed my attitude/feelings from angry and upset to calm and willing to wait for the items patiently.
Whether the items will arrive on time and in good condition or not , that is another matter. (finger crossed!! I don't want my items have been used or wore by the wrong receiver!!!! GRRRR)
But for now, I must give credits to their great team of local customer service consultants!
For those who do not have experience in shopping with Zalora, no worries, I am just the 倒霉 one... my case does not apply for all.
Like my sister, she enjoys all the shopping times in Zalora and did not encounter any problem yet so far!
So in conclusion, i will still shopping with Zalora in the future! :)
Remember to subscribe their newsletter to get the first hand information of their sales and promotions! Their stuff really have good quality (as what i saw from my sis shopping haul) and their price can really go down to dirt cheap!
Isn't that all what we as the shopping lovers can ask for? :) :)
xoxo
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