SM Supermalls
Reviews and Complaints

I would like to file a complaint against the service of the Games&Gadgets shop in SM Baguio. I have returned a defective apple cable charger that I bought from them late April 2017. An employee told me they would have it replaced in not more than 2mos, explaining they will ship it back to the suppliers in Manila. She gave us a choice if we'd prefer to go directly to Manila or let them do the return request. She told told me it would be better if we let them do it, so we did. We went back the next week and they told me, they were not able to send it yet. The next weeks, their excuse was that there was still no delivery. I wanted to know exactly when I can have it, since I have nothing to use and that it's been a while now. I am very disappointed with how they handle the situation. They even raised their voices and told us "sana kayo nalang po ang nagpuntang Manila kung hindi ninyo maantay", "ipapadala pa nga po sa Manila tapos sa Singapore" "Hindi naman namin kasalanan na wala pang delivery at di namin kasalanan na sira yung item niyo", "(to her co-workers) sa susunod wag na kayong tumanggap ng replacement". It was really frustrating to deal with these people with attitude, there was no empathy at all.
I hope you can help us with this.

My parents asked me to pay their credit card because they went out of town. Unfortunately all metrobank branches are closed because it's Cordillera day. So I went to SM PAYMENT CENTER. My dad handed me 10K. He stapled it together with the credit card number. So when I arrived at SM I immediately went to the payment center. I counted the money 3 times before giving it to the teller. It was 10k. But when she counted it, she told me "ma'am kulang po ng 1k" I was so shocked. So I checked my pockets and my bag again. But nothing is there. And I know! I was certain that I handed her 10K!
Please review your CCTV. It happened around 12:30 - 1:00 at SM city Baguio.
Please notice this.
Thank you very much

Mr. & Mrs. Belarmino aka Apol & Vheya facebook account is Phampol Phampol & Yvey Chavez. Matitinik na shoplifter sa lahat ng sm malls especially sa department and hypermarket stores. everyday sila pumupunta lalo na sa Sm Moa para magnakaw.. Na ka attached po ang picture ng magasawa na to sa email ko.. Naka stay sila sa flor and al mansion edsa for almost 2yrs. Hindi ko alam kung anong room number nila pero nasa 3rd fl. cla ngayon.. Concerned po ako sa mga nagwowork sa mall nyo kasi may sister ako naka assign sa hyper market.. At may nakausap ako na nakakakilala sakanila... Sana po magawan nyo ng action ang mga magnanakaw na to.. Salamat po..

Concerned citizen..

Metrobank credit card xxxx xxxx xx35 1008 was used in SM for multiple occasions by unauthorized person, amounting in total of Php 5, 485.50.

I only realized that the card is missing when she plans to use the card at Shakeys Checkpoint 06/12/2017, 06:00PM. She calls Metrobank to block the card 07:10AM, 06/13/2017 . However upon checking, there are transactions that have been made using the card:

May 30, 2017 SM Department Store Php 1599.75 (I was in Richmonde Hotel attending training (waiting for certificate to be released)
June 03, 2017 SM (Le Donne) Php 1099.75
June 12, 2017 SM Php 429 & Php 2357

It is expected that SM will do verification before processing the purchase goods using the credit card.

I am requesting SM to fully be accountable on the amount that has been charged to my Mastercard without my authorization, due to merchant's lack of verification process.

You can contact me thru:
email: [protected]@yahoo.com
Cellphone number: [protected]
Office number: [protected] local 4142

Catherine A. Catilo

I would like to express my resentment regarding to service delivered to me on this day June 11, 2017 around 5:30 pm in SM Fairview - Supermarket.
We are a regular customer and we usually go weekly or every other week.
It was only this day I have observed an improper action done by a cashier.
Personally, I just want to let it pass understanding the fact that the cashier maybe having a bad day or just tired because there are many people lining up specifically in blue basket lane in the center of the said outlet.
When it was our turn, we were directed to cashier no. 17 and the following are my observations:
First, I put my 1st blue basket of my grocery items to the counter and I saw the cashier putting the frozen food items on a Tupperware/plastic container in a “PADABOG” manner. I said to myself maybe I just need to remove my items from the basket for easier transactions. So, I arranged it by putting the same items together but then, it did not change the atmosphere; she still continued what she was doing in the bad manner.
Second, I have 12 packs of Nestea Cranberry Red Tea still like those hanging in sari-sari store not yet peeled for individual utilization and she folded in half by six. But what caught my attention is on how she counted the said item which reminds of a martial artist doing a karate chop on the middle of the each sachet.
Third, on my 2nd blue basket, I have a Vanish among my grocery items. After punching this to the machine, I don’t know what came into her mind, maybe curiosity I guess, she opened the item and smelled it.
I don’t want to be affected on the manner that she had just shown but I don’t know why she does that. In the first place, I personally don’t know her. I don’t know how to approach her, it felt like she liked what she had done and it kinda bother me. What if this happens to other customer, what could possibly happen?
I went straight to customer service area after getting my stuff in baggage counter of the supermarket. I ask a lady there (customer service area) if they have a suggestion box. She gave me a blank coupon bond paper and a black pen. I wrote 1. (encircled) Please include the Cashier name in the Official Receipts. I would just want to make sure that my suggestion will be send to proper authority. I searched the issued OR if there are name of Cashier but there is none and I glanced at the cashier’s ID but then there is a portable calculator blocking the ID. I want to ask her name but then I am so irritated that I don’t know how I am going to react. I was in the customer area; I remembered that when I was at the counter(blue basket lane no. 17 in the middle section) that she said her schedule was midshift I believe I am her last customer or 2nd or 3rd because the time when I was at the counter a certain employee came next to her and carrying an empty tray (Kaha).
I hope this will not happen to other customers. I want to let this pass but I would like to make sure that next time they’ll be professional enough to do their Job. It felt like I am forced to serve you rather than happy to serve you.
For your appropriate action. Thank you.
Official Receipt number issued:
(Upper part)
SN#59EB445282
MIN#[protected]
PTU no.FP032015-[protected]
(Bottom part)
SI#[protected]
11/06/17
A:19
B:17
C154172661
D:58077
17:39 (time) printed OR

I am a regular customer at SM Marketplace A Venue Mall. I have always noticed the rude and snooty behavior of the cashiers and sometimes I can't let it pass. Earlier I went to a free counter in which the cashier pointed out that it was for senior citizens and Prestige card holders only. Understood, I went to the next counter and waited a bit. My turn comes and there are 2 women in the counter, one cashier and one just standing there. I ask them to do a price check on an item that had no price. They then tell me "go to CS" I said "what?" then they point out the customer service counter less than 10 meters away, if I want to know the price of my item I need to have it checked myself. First of all, it is not my fault that the item had no price tag. Secondly, there were 2 women in the counter, why couldn't the second one have gone to the customer service counter to check for me? Thirdly, the way I was told "go to CS" was in such a snooty manner like they couldn't be bothered to do it and why am I hassling them by asking for the price.

The second girl left for a few seconds to get a paper bag and when she came back I asked her why she could not check the price herself. She said she was not allowed to leave the cash register. I pointed out 1. There was another girl at the cash register anyway and 2. That girl who said she could not leave just left for a few seconds to get a paper back which was almost the same distance as the customer service counter! Second girl could not really give me a straight answer after that, I just wanted to know WHY they are not able to provide decent customer service at least. The cashier, the whole time, had a smug sneer on her face too.

This is not the first time I have encountered such abhorrent attitudes at this outlet. I've seen cashiers just standing idly at the "Senior/Prestige Counter" while there are long cues in the other counters. In other branches. I have seen cashiers assigned to special counters help out with the other counters. It is only here that I have seen such deliberate acts to do as little as possible when on the job.

This is a lost cause right? SM doesn't care if their customers are being treated right or not, at the end of the day they still have a huge profit. I wish that some of their staff get a wake up call at least though and start working like they actually care about the job and even the customers at least.

I'd rather inconvenience myself by going to other supermarkets further away and more expensive than ever go back to this outlet. I hope they close down soon to be honest. Worst customer service of any SM supermarket I have ever seen.

Very poor customer service, especially at the supermarket and their supervisor michael malubag!
We went to grocery shopping last night for my mom's food supplies and I included our food too. Since she was diagnosed with cancer last year, I took care of handling her food and medicine supplies and she always gives me her "senior citizen id" for the privilege of 5% discount for grocery items. I've been using it at sm city center in pasig city as we live nearby with no issues at all! (With our without an authorization letter or booklet) and in some sm supermarkets, hypermarkets, savemore, etc. If there's any, I still able to use her discount. Last night since we were in the area of marikina and sm san mateo is the closest one that I thought might have organic produce but to my disappointment they don't have any. Still I went ahead and bought all her fruits, veggies and fish. So then we lined up at the senior citizen lane, and when it's our turn, the cashier - roschelle manuel asked for my mom's booklet, I told her that I don't have it with me but I have her id and authorization letter, the cashier then told me that she can't give the discount and will just do a regular transaction, I tried to insist to still accept it but she still refused, the supervisor who's also in the counter told me "kailangan talaga yung booklet kc pumipirma kame dun at para makita yung huling transaction" then I told him that i've been using this in some sm supermarkets, especially in sm city center but they never asked for the booklet, then the supervisor answered in a sarcastic way - "kung gusto nyo dun na lang kayo bumili kc machacharge ang cashier jan, gusto nyo ba syang ma-charge". My partner, asked him if we can ask my mom to take a pic of the records on her booklet and just showed it to him?! He said, "kailangan pa din pumirma ng cashier dun". I explained to him that sm cashiers, supervisors or whoever have been very inconsistent when it comes to senior transactions, coz even with my mom's experience she seldom been asked for her booklet. Then the supervisor left, so I continued to talk to the cashier and asked for the supervisor's name. When the supervisor passed by the counter, I asked him if I can take a picture of his id for my complaint, then he refused and said, "ibibigay ko na lang yung pangalan ko hindi nyo kailangan picturan yung id ko" so ok. While he's writing his name, I still tried to take a pic of him and he caught me doing it and said "di ba sabi ko hindi nyo ako pwde picturan, bakit ginawa nyo pa din?!" (He stopped writing his name) I told him that I am including it on my complaint, then he said "kung gusto nyo mag complain dun kayo sa munisipyo dahil batas nila yan", then I told him "rules nyo ng sm and sinasabi ko, lahat kayo inconsistent sa ganito at hindi ako after lang sa discount kc privilege ng mama ko ito! And lahat ng yan, pagkain nya! Dala ko id and authorization letter hindi nyo ba kayang iconsider yun dahil malayo ako at kailangan na nya yang mga yan pauwi ng cavite?! He just looked at me and left! (Bastos talaga!). I asked for their manager, the bagger said she's off duty so michael is the only in charge that time. How can michael be in customer service if ganito sya kabastos makipagusap sa customer, wala na nga syang nabigay na consideration, at sobrang wala kameng natanggap na customer service sa kanya! Again, I am not into the small discount my mom could get on her food but that small amount of 5% is her privilege and yun ang pinopoint ko dito. Senior citizens are not getting the right privileges they could get in this country pinagdadamot pa ng dahil lang sa hindi nadala yung booklet?! And come to think of it.. Pano ma-charge and cashier eh wala naman clang copy ng booklet na may signature nila, so anong proof na nag transact cla without the booklet? Where in every transaction they are only entering the senior id number sa pos and sa slip where seniors are signing. We were very disappointed with sm staff inconsistency! My mom was very dismayed of what happened, but she then assured me that she will give me her booklet next time. I hope this review will reach the head of supermarket as I am also sending this to the highest executive for them to know how they trained their people to provide good customer service.

On any given day and most notably weekends, the noise level in the mall is extremely excessive. It is very difficult to have a normal conversation. The noise is disruptive and causes cognitive problems. The saddest part is most of the people do not realize the harm that the noise is doing to there hearing. There are even concerts held inside the mall which increases the sound from bouncing off the walls. It is very difficult for me to shop there. I almost always walk out very upset because I cannot get the people to understand the HARM they are causing, they just think it's funny. It is stated in the Official Gazette that stores CANNOT use sounds to draw attention, but in SM Supermalls it is a daily practice, they make fun of the government by refusing to obey the rules and regulations that are set in place. Please take steps to remedy this situation. The noise level will and has already caused hearing problems for many people. Even thou most do not realize or understand the damage it does. I have taken anatomy courses in college, I know that the damage done by noise cannot be reversed. Please, please help. Thank you8a39c

I was waiting for my turn to pay my credit card due at SM City Clark Business Office. My number was 42. The one who was to attend to us was just talking with her colleague. (BTW the name of the cashier/staff is Carolina Garunay) All of us who were in line were already becoming impatient, and when my seatmate told me that she has been waiting for more than 30 minutes already, I started to blurt out "What's keeping them BUSY?" And that's the only time that Carolina went back to her place and started getting our payments. (I stayed there for 45 minutes...) When It was my turn to pay, I asked her what kept them from giving their time to us, and Carolina just told me, with an expressionless face:" I was talking to my supervisor over the phone...you gen go to my supervisor if you want..." Is this how SM train their people: they do not even know how to apologize? The least she could have done is to say "sorry for the delay" and not act as if saying her supervisor INTERRUPTED her work, so our time does not matter anymore? SM Clark...shame on you. Anyway, there are other department stores like Marquee and Robinsons who may not be as big as them but are more professional and customer oriented.