On 02/08/2014 (Sat) at around 11+pm, I entered 7-Eleven Singapore outlet #060 (Blk 291 Yishun St 22, #01-337 S(760291) together with my mum. Upon seeing the promotion tag ($24.95 for 2: Ben&Jerry Assorted Flavours) located at the B&J section of the fridge. I took two tubs - One B&J Chunky Monkey and One Thats my Jam, to the counter, and an auntie (only employee) attended to me shortly. I handed her one $50 note over the counter. After she scanned/key-ed in the products and took our money, I saw the cash register display the amount payable to be $31.95. My mum and I were naturally bewildered, and so I told the auntie, I thought theres a promotion going on, 2 for $24.95? Her first reaction was this Why didnt you tell me?. She was visibly annoyed. She said she will take a look at the price tag. But since shes taking her own sweet time, I went to have a look at it myself to make sure it said what I thought it was. Yes, it did say $24.95 for 2: Ben&Jerry Assorted Flavours. When I was walking back to the counter, she walked past me, and hollered at me Where?, as she obviously did not have the slightest clue where her products are located. I told her where it was. She came back with the tag, fumbled with it, re-scanned the products, and told me that Thats why you need to read properly, stating that the promotion was not valid for the Core flavours. When I told her that the tag said assorted flavours with no indication of which flavours are included and not, she replied that You should have known and ... thats the trick. Admittedly, I did lose my temper at this point of time, raising my voice and trying to reason with her. However, I was immediately calmed down by a malay male customer, also in the queue. I agreed with him, since shes my senior, I would just exchange the icecream tub and be on my way, instead of arguing with her. After letting the rest of the customers pay first, I returned with a normal flavour B&J icecream tub and told her we would take that instead, to be eligible for the promotion. The auntie refused. She refused to return us our $50 note, only returning the change of $18.05. In her own words to my mum, she claimed that it was the 7-Eleven law that Once the receipt is key-ed in, there can be no changes/refunds. I asked for the number to contact the manager and she wrote it down on the receipt for me, afterwhich we exited. I called the number and interestingly, she picked up the call herself, replied that its the same outlet that I just patronised and to call back tmr at 10am when the manager is in and then abruptly hanging up. I returned to the store and politely (yes, politely) asked for her name so I can make a feedback the following day. She refused yet again, saying that I cannot give you my name, you just need to tell the manager that it was the only cashier yesterday night that served you. She did not even have her name tag on her uniform. I figured a photo would make things easier, so I did just that and left. Is this how 7-Eleven train their employees to conduct themselves and serve customers? 1) Why didnt you tell me?, You should have known, ... thats the trick. - Your employee has no idea what ongoing promotions there are, is not sure where the products in her store are located, and when something goes wrong, blames the customer for not informing her about an ongoing promotion before she key in the data. Clearly, your employee must assume I am a mutant gifted with the ability to see into the future, since I should have known what the amount payable on the display would be BEFORE she keyed in the data/scanned the products. I do not take issue with the discrepancy between the promotion tag and system data - thats a really minor issue. But I strongly think that your employee should not use that tone with customers. 2) Refusal to allow replacement or refund of products - Kindly advise me if what your employee claimed is true. 7-Eleven does not allow any changes/refund after your employee has keyed-in the receipt? Once she key-in the receipt, she would not make any changes nor return us our money? Or is your employee just trying to save herself some hassle. Note that I have not even left the store counter and the products were unopened. If thats the case, then your fellow competitors, Giant and Sheng Siong do much better than you in that respect. They would have exchanged the products/refunded on the spot. And could you advise me what is meant by Please retain and present this receipt for any refund or replacement of products (printed on your receipt)? 3) Is it your store policy that employees not wear their name tags on their uniforms, refuse to give their names when politely asked, and give the managers contact number to the customer so that she can abruptly hang up on customers phone calls? (Check your telephone voice records if available). 4) Ambiguity in Promotion Tag - A minor issue, but please update your promotion tags to accurately state which products are having an offer, and which arent, to avoid future misunderstandings. Your employee has removed the promotion tag when I left the store, and I am unsure if she placed it back on where it was. However if you check your CCTV, you can see her removing the tag and placing it beside the cash register. This is the single most unpleasant experience I have with your company thus far and I do hope you take steps to verify and rectify this issue. I have retained my receipt and also sent you a feedback on your website. Hope to hear from you soon. Thank you.
Posted on: Sat, 02 Aug 2014 18:40:03 +0000
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