Since the day it opened in Divisoria, I am an avid patron of your branch not until yesterday when your cashier/attendant Zue Bongat and the male attendant on duty with her at 3:18 pm disgusted me with their poor customer service and poor customer relations.
Please find my reasons below:
While my sister and I, along with our house-help, were browsing for things to buy, and Zue gladly attended to us, I specifically told Zue, not to punch the items yet because we are going to pay everything at once and that we have an HBC card (under my name of course and I had applied for it in your branch);
When we have decided what to buy from the back of the store, we went to the cashier’s post, I gave her the items that was with me, and asked her the total tentatively, and gave her some money for the items, but we were still out looking for things to add since we saw a few more deals near her post;
When finally we have decided that we are not adding anything anymore, I asked from my sister the card that she was holding for me. And when I handed it to Zue Bongat, she told me she had already punched the items and that there is no way that I could have my card used for that transaction because she already punched in the items. And she and the guy told me, they can not reverse the process, which is not true, because anywhere you go, the manager just have to over ride the transaction and credit the customer back with what was lost. The guy even told me that I could bring the receipt and have another customer use it at another time, which I did not quite understand, which I do not really want to happen anyway!
I have five points in this complaint.
#1. I specifically told Zue before we even came to the second item we picked up, that “I HAVE A CARD, IDUNGAN RA NA UG PUNCH TANAN!—didn’t she listen enough to hear that?
#2. While we were in front, I may have given her the items and some money, but she obviously saw that we were still thinking of buying some more items, so she should not have punched them yet.
#3. WHY DID SHE PUNCH THE ITEMS WITHOUT ASKING FOR MY CARD? Getting the card from my sister and giving it to her signals that we were done and that we are ready to make the final payment. Just because I gave her the money before hand doesn’t mean she can punch them in because we were still looking for more things to buy.
#4. It was not my fault that my card was not punched in together with the payment, because technically, a cashier would always ask first if the customer’s purchase is final and a cashier would always ask if the customer has a card, which she did not do!
#5. Is it just plain laziness that they both should lie about not being able to override such transaction to give what’s due for a regular patron? And they were cajoling me like a child that I was given the freebie (that is just worth a measly P 49 compared to the 324 points I lost) already so it’s just okay that I do not get the points that I rightfully deserve as a member with the card.
If you find this deliberately funny and that you should not take action, well it’s up to you. This is not merely about the 324 points that they denied me during this transaction, but the totality of your service at HBC Divisoria branch. Instead of apologizing, the two attendants made me feel like a child whose lollipop fell down on the floor and there is no way of getting another lollipop because according to them I was given the freebie already, which by the way, I was entitled to because I reached the amount they specified to be able get it..
I hope you take action into this because somehow, I feel cheated during that last transaction; I was not a happy customer. And I guess I will never be. We went to Watson’s afterwards, and I swear I could compare people working there with yours. They are more professional, especially the cashier.
Remember this, one happy customer always brings back other happy customers, word travels fast.
