Of Bad Customer Service, najjah.com
My intention is not to give bad name to the people involved, just my way to voice out my frustration with their customer service – since my email requesting better service was not taken seriously. In Malaysia, if things are not mentioned publicly, customers are always on the losing side.
It was my 2nd time ordering inners from Najjah.com. The first time, the transaction went smooth eventhough I was not very happy with the one answering the emails. She was not courteous at all both times, no words of thank you for purchasing, even after receiving the payments. Please and thank yous were unheard of from them both times I ordered.
Second time around, one of the items I received was not what I ordered. I emailed them, requesting them to send me the right one. Yes, the item was marked as what I ordered so the flaws as what they claimed is on the production side. But of course, as a customer, I don’t care about what goes on behind the scene, right? I only should care about what I ordered, and what I should get.
Guess what they asked me to do? The email said, since the item that was wrongly sent costs RM5 more expensive than what I ordered (yes, the stuff doesn’t even cost more than RM20, mind you!) they ask me to send it back to them, then they’ll send me the correct item. I mean, I wouldn’t mind going through the hassle of sending the item back if it was my fault, or if I wanted to exchange or what-not. But it’s fully their fault and the cost is not THAT much, and they still expect me to do things for them… d-uhh!! The least they could do, if they really want the RM5-more-expensive-item back, is just send somebody to come and collect it from me since the owner lives near my place anyway. And yes, again, not even a word of please or sorry from them.
So Najjah.com, I hope you know customer service is what makes a product stand out from the rest. I’m not sure if I’ll be buying from you again, but I hope your service gets better with time so that other people won’t experience the same. Trust me, I’m not the only one complaining. I’ve heard several. And I’m sure there are people who prefers to keep mum or refuse to bother their minds over matters like this, so you are lucky with them. The least you could do for now, is to write much courteous emails to your customers, since that would not cost you another extra RM5 anyway.
p.s. Everytime I ordered, I wasn’t ordering only 1 piece of the item, I actually ordered 7 to 8 items each time. The last email I sent stating I malas nak layan their policy and decided to just give away the wrongly sent inner which I did not like/ordered to someone else (sedekah lagi bagus), they did not even reply that email. Eksyen tak eksyen?