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Hi Sir/Madam,
We had purchased of a sofa and a dining table (the “purchased items”) from your mid valley southkey outlet on 5th Nov 2022 on the understanding and assurance from Ms Suzy that the sofa will be delivered to us latest by 15th December 2022 if we could confirm and make payment of our purchased.
The purchased items didn’t deliver to us on time as promised and also, we have not been notified by the staff that our purchased items delivery will be delay.
Numerous attempted to whatsapp your staff on the status of the products but also no action was taken after her promised. For instance, on 7th Dec she replied that she will check and get back to me, but eventually she didn’t revert to us. On 30th Dec she said that she is on leave, and will have her colleague to check for us but we had not received any call or message from her colleague (Attached whatsapp screenshot if you required for your investigation).
She gave me a feeling that “why should I bother to update you the status and inform you of the delay in delivery because you had already made payment for the purchased items” and with the company’s cancellation policy, we are unlikely to cancel the purchased as 30% will be deducted from the purchased price for cancellation made after the payment. Due to that, we have to accept whatever services and attitude from her.
30% is not a small amount as our total purchase price is RM2400. I feel so upset because Ms Suzy didn’t even feel sorry and apologies for her bad service and she push all the blame to the supplier and keep emphasizing this is not her issue (see attached whatsapp screenshot). I never blame her for the delay but she should at least notify me if my items could not be delivered in time and also take the initiative to follow up with the supplier and keep me inform.
She doesn’t care about after sale service that’s why she not even bothers to check with the supplier and update us the status. I am the one keep texting her for the status.
On top of that she also never addresses my name or recognize me whenever she replied to my message.
Please tell me am I deserve this kind of services?
The reason I bought my furniture from Harvey Norman was due to its well-known brand name and I believe that with a well-established company I will have good experience with my purchased.
Harvey Norman, you should do something, I never had such a bad experience on my shopping. I am a customer, the staff should update me if there is any delay in shipment, not I am the one taking the initiative to check on the status. Also, must take action after customer enquire you on the product status.
Meanwhile, please cancel my purchase without penalised me for the 30% deduction as this due to the Harvey Norman fail to deliver my purchased items to me in time as promised and bad customer service experience.
Thank you for your understanding.
