SM Market review: Undelivered order online - SM Guagua Branch

Complaint:

I am extremely disappointed with the service I received from SM Markets, specifically the Guagua Branch. I placed an online order on September 28, 2025, for delivery on September 29, 2025, but the branch failed to process it. As of September 30, 2025, the items have still not been delivered.

I repeatedly followed up with SM Market support (Agent Carmela and Facebook Messenger support, likely the same agent), but all I received were identical replies: “we will wait for the branch feedback.” No proper guidance, resolution, or accountability was given.

This caused serious inconvenience:
• My parents waited two full days at home for the delivery.
• The order was intended for underprivileged students, who are now disappointed.
• I even called the Guagua branch from Australia, incurring international charges, only to receive the same unhelpful response.

I requested a cancellation and refund, but no proper instructions or confirmation were given.

This is unacceptable service. I urge SM Management to take this matter seriously, investigate why the branch failed to fulfill the order, and ensure my order is canceled and refunded immediately.

I hope this complaint will be escalated and properly addressed, as repeated automated-style replies are frustrating and unacceptable.

Requested Resolution:
1. Immediate cancellation and refund of my order.
2. Investigation into the failure of the Guagua branch to process my order.
3. Proper corrective measures to prevent similar issues for other customers.