SM Supermalls
reviews and complaints

I would like to file a complaint regarding a manager at savemore uptown center in muzon. We bought frozen goods there, other frozen goods are all okay but this one the sm bonus tocino 1kg is always spoiled/rotten. Twice, it's already happened twice that we got tocino that is not in a good condition. We did check it before buying it's red in color but once it got out of the plastic it turns brown and had a bad smell odor. We did return the item it just did not happen once but twice and this manager gave us an attitude with me and my husband. We did trade the amount with other items, so we did buy again other stuff and will pay thru qr ph scan pay and this manager does not allow us and told us to withdraw money from the atm. This manager is a pain in the [censored] and not apologetic at all even though we have been through a lot of struggles to go back there just to get back the rotten item we would like to file a complaint with both store and especially that manager. We did get back today april 4, 2023. Around 10 am.

Hi, I just want to make a refund for my last transaction at Sm Baliuag Store. Unfortunately the cashier wasn't able to received my payment but the amount is already deducted to my account.

It was happened on February 25, 2023 and I at 5pm the serial number and supporting documents is already attached on this letter hopefully you can help us to reimburse the amount that we spent.

Serial No. 090377

Place: Sm City Baliuag, Bulacan

I don’t what happened to ur security especially females? do I look so suspicious? Why only need check my bag before entering the mall entrance, make me feel insulted defamation, for your information, I hold titles of your excellency, don’t force me sue u. Really make me feels very uncomfortable, one more time I use my authority to take action, I say what I mean, I mean what I say. I stay low profile never mean I am nobody, when ur ministers, they still need to greet me. Show ur respect

Dec 2, 2022, we go for a grocery in SM supermarket Dasmarinas. When we are in the cashier, the POS terminal is not working but the cashier tried and P1,352.39 was deducted in my account but didn't print a receipt. The cashier told us that the POS terminal didn't print the receipt so we need to cancel the items. However, the amount was already deducted in my account. The cashier didn't give us the receipt.

I went to customer information to file a complaint, they gave me stub to fallout. They told me to wait for 2 to 3 weeks and it will be credited to my account.
I went there after 3 weeks to follow up but to my disappointment still not addressed. Again they told us to wait for another week.

On Dec 28, they called to inform me that there's no double payment for Dec 2. I told them it was not double payment, it was a cancelled transaction. Again they told me to wait for another week and they will clarify with the accounting.
I already went to the customer service 4 times and called a lot of times but until now they just told me to wait until Friday because the accounting still doing the adjustment.

Until when will I wait!? Almost 2 months was gone but until now still waiting for the refund!

I am reporting G & H Mobile-SM Novaliches for their negligence in honoring 3 unauthorized transactions amounting to P321,750.00 last December 19, 2022 with my perforated BDO Amex Credit Card.
BDO is now charging me for these 3 unauthorized transactions.
Here are the facts for their negligence which violate the consumer act of the Philippines (R.A. 7394), more particularly on the provision on deceptive, unfair and unconscionable acts/practices.

1. My BDO Amex Credit Card was sliced into two (2).
2. The fraudsters presented fake and expired PRC ID bearing the wrong name.
3. The PRC ID does not resemble the female fraudster, and much more does not resemble me at all.
4. Despite suspicion, G&H Mobile-SM Novaliches proceeded with the transactions.
Please see attached affidavit for full details and the supporting documents.

In SM Food shopping mall in Dasmarinas, on 29th December 2022, I used my BDO Debit card to pay my food bill. It Debited my card for 6140.68 Pesos, then returned the same amount! I tried again and this time it debited my card for 6140.68 Pesos. BUT it never issued a receipt! I had to pay in cash to get my shopping! I complained at the Customer Service counter, who issued me with a Card Problem Report Stud.

It's now 21 days later and still no refund has gone back on my card. I have been going back every few days (including today, to complain. When the money is finally returned, I expect compensation for all this trouble this has caused me.
My email address is [protected]@yahoo.com.
Will you be emailing me with updates? Peter Harold Hyre.

How do you teach and train your cashiers in handling customers? Whats your standard in cashiering on how they receive money and give change?
SM SUPERMARKET in SM San Jose Del Monte, accept an employee who is imbecile in handling customer complaint.
My partner gave 1,000 pesos to your cashier and dont know what to do (i dont know if its her 1st time or what because she doesnt know what to do). Is she on drugs? or something?
She kept on exchanging words with the customer, without knowing how shes high while working?
I want to ESCALATE the cctv review of the transaction January 10,2022 around 7pm-830pm. It should not take 7 days. We need an update within 24hrs. Thank you!

Hi,

I would just like to provide feedback regarding availability of cashiers in Savemore Alapan Imus. Date is 5 January 2022, time 8:30-9AM.

Cashiers were available only for big cart, senior citizen, prestige VIP and blue basket lane with one cashier each lane. The blue basket lane already has a line of customers waiting for their turn while VIP prestige was idle. I do not know if it is your policy not to allow VIP lane or any other exclusive lanes to help other lanes when there are no customers for their lanes, but I find it to be a waste of resources while your cashier is pretending to do something with the brown paper bags, chatting with baggers and some other idle cashiers while your cashier in blue basket is extremely busy and trying to cope hard with having too many customers for her lane.

I hope this is not a matter of policy and only happened because the store manager may not have been managing or directing her staff properly and there would be much improvement soon. I do not notice this kind of exclusive lanes not helping other lanes when they are idle in other groceries.

Thank you

To whom it may concern,

I, Beverly Mae Felipe is hereby writing this formal letter to complain about the service that I have experienced this morning. I am pregnant and I was diagnosed with "Premature Labor".

I was about to pay a bill this morning (December 21,2022) around 10:30 am at SM Savemore, Binalonan. There was a long queue in the bills payment counter and I politely asked the teller on duty if she accommodates a priority lane..

Complete scenarios are as follows:

She replied "Wala pong priority ma'am".

My husband showed to her the priority signage for Senior Citizen, PWD, and Pregnant.

The bills payment teller once again replied:

"Sa money changer counter lang po yan sir".

My husband asked her a couple of times

"Are you sure, wala kang priority lane?"

Without hesitation, the bills payment teller replied, "Wala po talaga sir, kung gusto niyo po balik na lang po kayo sa ibang araw."

To our dismay, We reached out for the manager and I even showed her my Medical Certificate but there was no proper action implemented. The manager informed us that the bills payment was not under her management.

FYI please, I was also currently employed under SM group as well and walked in today as a customer. I am very certain that we are properly briefed and trained in dealing with customers. And the experience that we had this morning was beyond inconvenience.

There are 2 staffs from the Money Changer of Savemore, Binalonan who witnessed the incident happened.

I'm looking forward from your company's action.

Thank you very much.

Sincerely,

Beverly Mae Felipe/Customer

Good day,

I would like to request an update regarding my complaint against your employee, a security guard at SM Tanza food court. His name is Brian James Ritua and the incident happened last Dec. 13, 2022 around 2pm. I talked to your admin that day and would like to hear if an action has been taken against the said employee. I know that SM do not promote discrimination and I would like to keep the incident from happening again. I want at least an apology letter from the employee for the way he treated me and my companion.

Regards,

Y. G.

Customer Service Complainant

I bought an item

no other stocks, i still cant believe they have 1 stock, and it was displayed and sit by other customers

it was not wrapped properly. we pick it up, no plastic, no cling wrap no kartons to just secure the item

sales representatives are not accommodating. even chat and disturb to someone's who's busy managing other orders

all placed in one area, waved, we are ignored. we even go to where they chat

Complaint for SM North Supermarket near Starbucks and Coffee Bean LGF. At 11/27/2022 8:15 PM, we heard a customer ordering 1.3Kg at the chicken counter, the chicken chopper/attendant (deciding for the customer) told customer to choose 1.4Kg instead because it is not frozen and easier to chop, customer agreed to the 1.4Kg; however, to chop it (adobo) way, little than usual size, but I observed the chopper/attendant, chopped it a little bigger than the request, the customer, not reacting in anyway, however, her companion is looking intently to the chopper/attendant so he will be warned maybe, later on, the customers were talking to each other, 6 packs are not enough so 1 more pack, they want it as ingredient so tried to negotiate to chop it a little smaller, chopper/attendant, starts to be uneasy, customer just chose the 7th chicken and didn't ask the chopper/attendant to do the request, put the whole chicken in their cart, later on, as we pass by, we heard, chopping gets louder, the other customer from a far still looks calm and collected, if the chopper/attendant doesn't want to work faithfully, give the slot to other applicants in line who wants to work, or reassign this rude chopper/attendant somewhere else, because if this happened to me, I will not let this irreverent just pass, it's not even very late to start because malls start late already this season. not because Filipinos are timid, I will keep silent and let the other customer who's not fighting back be left unheard or unnoticed. you better put this chopper/attendant away somewhere else not facing customers because he whoever is this chopper/attendant is not fitting for customer service job!

NOV. 26, 2022, around 4:30PM at ground floor supermarket food court.

A cashier in SM food court is rude, laughing joking with coworkers while serving customers, it's unprofessional, look at UNIQLO how they serve the customers = JAPANESE TRAINING, VERY PROFESSIONAL and FAST!

Kulang sa training and SM employees, I hope you improve your employee's habit, give them training, wag mag chismisan ng malakas habang nag ta trabaho, kasi nakaka offend, hindi masaya mag shopping pag ganun :(

In every purchase, it is the cashier's duty to ask us customers if we have advantage cards. Just because I look shabby and poor does not mean they have the right to judge. Imagine, 3,000 worth of purchase and your employee didn't bother to ask me if I have you're so called advantage card? What's the use of purchasing your cards if you're employees doesn't honor nor ask us "commoner-looking" people if we have one? It is actually frustrating to be looked down on. What's even more frustrating is when the cashier told me, ay hindi ko po alam.

Nov 06, 2022 (SM City - Cabanatuan) - I want to complain about the lady guard Rubilyn Castro. After checking my bags. Of course, I opened both bags that I carried, which were the laptop bag and the backpack. After passing her, I thought something had fallen out of my bag. Thus, I came back and looked for it at the entrance. I accidentally bump into her as I'm looking downward, looking for my things. Eventually, she RANTS and PUBLICLY SHAMED me, saying, "May problema ba tayo sir?!" in her LOUD AND ANGRY voice. She heard that when I bumped into her that I was sorry, but she didn't care and continued to shout at me at the mall entrance while walking away. Suddenly, I noticed she was still at my back, following me and asking me what's the problem. She left her entrance post to prove herself. She insisted that I should go to their office and explain myself for bumping her. I didn't want to go, but she insisted and followed me through the mall and kept on saying we should go to the security office. I'm humiliated as all the people in the mall are looking at me. They might think I robbed someone or did something terrible at the mall. It was very shameful! That's why I decided to go with her to the office just to satisfy her wants to get me in the security office and since I'm being bullied and shamed publicly inside the mall.

Aaron Vermont. Obviously, sided with her, saying she's a woman and shouldn't be bumped into. Like I do it on purpose. I kept on telling all five of them, mocking me in the security office, that I didn't mean any harm to her. Rubilyn Castro even mentioned that she heard me saying "sorry", but she's not satisfied as she THINKS it's intentional. I told them I did not have any meaning to it. I was just looking for my things if something fell out of my bag. They all, especially her superior, not sure if Aaron is the name, but Vermont keeps on telling me that it is intentional and that I shouldn't be doing it to her because she's a woman. This is 2022! They might be living in the past. Why are they so sensitive to their own ego and pride that bumping her became an issue? They called me to that security office just to say things to me SHAME and BULLY me. I am all alone versus the five of them in the office.

I went straight home and wasn't able to sleep the whole night! I cried and felt the blood and my heart beating the entire night! I'm traumatized by how the guards in SM are given the power to SHAME AND BULLY someone PUBLICLY and by how badly they handled the scenario, especially Vermont (Aaron).

I will raise this concern with all the options I have. Legal matters as well! This is not acceptable, and this is making me crazy. I kept on thinking about it and didn't want to go to any SM Malls anymore. You guys messed with my mental health. You do not know how hard handling things like that ALONE!

Gusto ko lng ireport Yung, binili ko PoNg Skyworth TV sa sm north edsa the Block, unfornatately, the item was sold defective, as assessed by the technician from ACT electronic center(their Authorized service center), because it has been only one month that the item was delivered pero sira na daw Yung panel and most of the parts and the technician recommended for a total replacement and has been recognized by SM nman po, Ang problema ko Po Yung pagbalik at pagkuha Ng item ay Ako daw sasagot Kasi di daw Po Yan sakop Ng warranty, at Yung technician din Po na pumunta nanghihingi Po Ng donation amounting to 980 as drivers allowance and fuel costs daw Po...Mam/Sir, hingi Po sana ko tulong kung bakit Ako Po Ang mag shohoulder Ng cost of transportation para mapalitan Ng Bago Yung item...in the first di nman nga Po sya for repair Kasi talagang it was sold defective..if you need the docs to prove na totoo Po claims ko I'm willing to send you thru email?

I experienced this for the first time at the SM Department Store. I was a former accounting assistant in the MMSM-Sta. Rosa, that's why I know what the policies are and the rules and regulations. But during this 3DaySale (September 17,2022 - Saturday) I lined up in the Counter 8, for prestige card holders, then I asked that cashier if it's okay to use my points to pay for the certain items. I asked politely and I was in shocked, the way she answered me back was very rude, I wasn't expecting that kind of attitude since I was a customer. So as a former employee in the company, I was concern with the other customers. There are questions in my mind like, what if she also treated other customers like that? I would like to teach her a lesson and I hope the management would make action with regards to this kind of thing.

To be exact, the conversation goes like this.

Me: Yung medyas nalang po yung sa smac points, yung dalawa.

Yusay: COMPUTIN KO PA?

Without asking me politely, and me like.. What the? You are the cashier and you are asking me if you need to compute the items that I will pay via smac points. In fact, that is parr of her job and in the fist place, the items were already punched and we had no idea about the exact amount of the items.

This happened last Thursday, September 8, 2022 in SM Makati. It was in rush hour, maybe about 5-5:30PM and I just came back from my school in Manila, commuting via LRT-MRT. I was waiting for my father to pick me up since his office was near, and since I was very tired I tried to look for somewhere to take a seat.

There were a lot of people in SM Makati coming from the MRT so it was expected that all of the seats outside SM Department Store were full. So I decided to go down to another floor (the one lower from where the MRT connection is) and that is where I found seats that were unoccupied inside the department store, in the area of the shoes but still near the waiting area outside (like literally beside it, only to be separated by the glass interior plus there were also no doors, only an opening).

There were no customers nor people inside, no one checking out their shoes and sitting anywhere in the seats. So I figured that it would be okay if I sit there since there were also no signs whether it is for customers only. At first, the male staff didn't mind my presence at all, he was organizing the shoes. Then, I got was busy with my phone waiting for my father's message. Later on, there was this woman, I assume that she was a foreigner from her blonde hair, a tall physique, and using the English language while having an accent. I think she is also a manager or a higher-up based on the ID lace she was wearing while also talking to the male staff.

Then, the male staff politely asked me if I needed anything, I told him that all the seats outside were occupied so I asked him if it was ok and said sorry as well. He looked outside and got back at the female staff/foreigner who was talking to him, maybe telling her my situation and what I needed. Then and there, she walked towards the opening of the store and indirectly (talking in a loud voice and not addressing me) said "Remember this is not a waiting area, this is a store." to me. I looked at her only to know that she was also staring back at me, so I just decided to leave.

I felt so offended, angry, and tired so I just left the mall and didn't bother to find another vacant seat and dine in there. I went back to the MRT station to wait for my father instead.

What did they expect? A majority of their customers are from the MRT station and take note it was in rush hour a lot of people were going home, tired from the long day plus the commute. People are expected to take shelter in the mall to relax, dine and shop.

Now, I still feel anxious about going back to SM Makati which is why I decided to form this complaint. I could not get the rude foreigner out of my mind. It's not like the department store needs membership for me to go inside or anything.

I'm only I student, I felt so small and didn't utter a word back to the female foreigner staff, which looked so intimidating. I don't know the name of the person, but she was blonde, with short hair (over the shoulders), and she was tall and curvy.

They could've just apologized and said that I wasn't allowed to stay, wait or take a sit in there instead of talking indirectly and making me feel looked down upon.

Good day,

i would like to raised my concern regarding to one of the admin here at Sm City Calamba.I am one of your tenant.

If im not mistaken her name is Cherr Aquino.

The way she approached us is very rude and disrespectful. If may concern po sya sa mga tenants sana di sya nagtataas ng boses. Pwede nya po kami kausapin in a nice way hindi yung mamamahiya pa sya. Hiniya nya kame sa ibang client.Pinagtitinginan kami ng lahat na akala mo ay kriminal.Nakakadegrade po sya. Napaka unprofessional ng attitude nya.

I do t get the logic on why Uptown SM CDO super market chasiers dont have eco bag available/for sale and they would ha e to ask you to go to the department store to buy one. And to add the long que on the cashier due to no baggers, no eco bags and very small sizez paper bags. Napaka bobo and infficient na systema.