Of Bad Customer Service, najjah.com

February 22, 2010 at 10:40 am 18 comments

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.

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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?

Entry filed under: Everything Else, just some thoughts, Shopping. Tags: , , , .

Madness The Swing

18 Comments Add your own

  • 1. n.i.  |  February 23, 2010 at 4:11 pm

    nanti orang bgtau kat FA pasal mende ni…

    Reply
  • 2. noordinarymomster  |  February 23, 2010 at 4:14 pm

    n.i.,
    yg reply email tu ckp FA yang mention pasal inner yg salah tu mahal RM5 drpd the normal one.

    pastu bila last email told her takpelah yg salah tu I bagi jelah kat orang sbb malas nak layan policy diorg, terus tak reply apa2! eksyennyer la hai…

    sila bagitau yer…

    Reply
  • 3. mai  |  March 9, 2010 at 3:08 am

    betul3..patut ah klu email tu mcm nak tak nak je jawab ek..klu sms lagi la x layan..sapela agaknya yg kerja tuh..

    Reply
  • 4. noordinarymomster  |  March 9, 2010 at 9:51 am

    mai,
    sayang kan? I mean the inners are quite nice to wear, but they should also know that now more and more people are producing the same product of equal or better quality, so we have a choice already!

    Reply
  • 5. emma  |  March 16, 2010 at 11:16 am

    salam uols.. you know what happened… i want to order code:002 from finaz, representative for najjah.. simply she said.. “owh.. i dah stop for the moment jual tudung najjah…if u nak u bole join open sale kat umah my fren kat condo somewhere in jln duta..” ok FINE! when i call kak FA directly…she told me… “stock byk lg dgn dia (Finaz).. n can get from her..” haiyooooooo…. tolong la paham.. ni nak jual brg ke x nak ni… X SESUAI….

    Reply
  • 6. noordinarymomster  |  March 16, 2010 at 11:19 am

    hi emma,
    so in the end dapat ke tak? boring betul kan nak beli brg tapi jadi macam ni…

    Reply
  • 7. Jue  |  April 20, 2010 at 5:53 pm

    Hi.. found ur blog from drama mama.. i penah beli direct ngan najjah.com and also finaz.. Alhamdulillah i tak face the same problem like u all.. but then ngan finaz mmg susah sikit nk dpt brg coz i nk amek sendiri ngan dia kat OU.. and ade 1 time tu dia tak ingat i ade tambah order.. pastu i je yg slalu kene tanye bile available.. last2 i fedup trus tak beli dh..

    Reply
  • 8. momster  |  April 21, 2010 at 9:56 am

    Jue,
    True. Problem diorg macam nak tak nak jual je… and since sekrg dah byk org jual with the same and better quality, lagi senang beli kat org lain kan?

    Why go through the hassle?😀

    Reply
  • 9. Miss_Bev  |  May 14, 2010 at 7:13 pm

    salam u all… i baru jerr nak order (1st time) ngan najjah.com nie… dah tau pasal benda2 nie… rasa tawar ati la plak… katnerr (web, i mean) boleh cari inner cennie arr?? sbb i tengok cam material dia sedap jerr pakai…

    Reply
  • 10. Mommy  |  May 27, 2010 at 10:05 pm

    Assalamualaikum semua…

    So far i pernah beli Najjah nyer produk from FB . I terjumpa thru my friend…fanpage NAJJAH MUSLIMAH. Alhamdulillah…service yang sangat bagus dan owner fanpage sangat mesra…hehehe…bukan nak puji tapi kenyataan…kalau sesiapa yang nak beli Najjah nye produk try beli from NAJJAH MUSLIMAH…tapi kena add ownernye dulu…kalau tak silap nama dia Putri Noraini. Lepas tu diorang ada nak bukak booth kat subang parade june ni….rasanya kalau service baik i tak nak beli kat tempat lain dah….😀

    Reply
  • 11. Aida Marie  |  July 16, 2010 at 5:43 pm

    Salam Mommy,

    Najjah.com was in Harian Metro today. Decided to check out their website. Very disappointing. Am glad I saw your post. In my opinion, if the company can’t invest in a good working website with customer service support in place, it really shows that the company is not committed.

    I stick to buying inners at Jusco as they are only RM10 and comfy too.

    Reply
  • 12. ryza  |  July 30, 2010 at 10:00 pm

    elleh.. kadang2 it’s karma.. jangan buat org, nanti org buat kita.. kalau kita ni fussy sgt, loghat sgt, org pun malas nak layan.. biasala manusia pasti ada buat silap.. kalau cara kita beradap, takkan org tak respect.. muhasabah diri sebelum nak complaint jek manjang………………..

    Reply
    • 13. noordinarymomster  |  July 30, 2010 at 11:07 pm

      Maaf ye, tapi sebab org mcm awak nilah customer service kat Malaysia ni takkan improve. Org lain yg kena complain pun awak nak tuduh org yg fussyla, loghatla… Tak baik tuduh2. Saya masih beli produk Najjah cuma tak secara online sbb byk yg perlu diperbaiki. Lain kali nak cakap tu pandang2 la dulu ye…

      Reply
  • 14. ryza  |  July 31, 2010 at 10:35 pm

    haa tau pun b4 ckp pandang2 dulu.. bukan nk sebelah sape2, but i’m in the front line yg selalu jumpa macam2 kerenah customer… penat sungguh2 nak melayan…betul customer is alway right tapi how about kita ni yang menjual…bagi servis yang paling baik tapi customers from hell punye la banyak kt malaysia ni…siap publish complaint laaagi..how about org punyer business.. disebabkn hal yg kita tak tahu kesahihannyer tu, business org dpt nama.. kalo betul bad service, ada org lain tak kena puuun…ish ish..ntah la..

    Reply
    • 15. noordinarymomster  |  August 1, 2010 at 12:24 am

      Obviously u jenis yg ckp je customer is always right but deep down inside u rasa u je yg betul. Kenapa kalau complain n publish complaints on intl brands they can say thank you for complaining so they can improve?

      You desperately need to open up your eyes a bit. Kalau tak mampu nak pegi jauh2 like europe or US to observe, pegi Jakarta pun jadilah.

      You taknak terima takpelah. We each have our own opinion anyway and I’m happy with mine and don’t need you to agree with me. People who don’t matter in my life don’t have much effect on me fyi. Thanks for dropping by anyway!😉

      Reply
  • 16. iza  |  August 13, 2010 at 3:45 pm

    Salam Semua,
    Terima kasih atas kritikan..teguran..pujian yang telah diberikan

    Siape saya? Saya merupakan salah seorang dealer dr team Najjahians..

    First of all, saya wakil dari Najjahians memohon maaf di atas kesulitan yang cik/puan hadapi ketika berurusan untuk mendapatkan produk Najjah ini.

    Kami akan sentiasa memperbaiki mutu khidmat pelanggan kami agar semua pihak menerima perkhidmatan yang terbaik.

    Kami bersyukur kerana tanpa kritkan mahupun pujian sudah pasti kami tidak mengetahui bagaimana tahap perkhidmatan kami kepada pelanggan.

    InsyaAllah..dengan cara terbuka kami menerima kritikan/ pujian yang diberi sebagai panduan & menyemarakkan semangat kami mencari rezeki.

    Lastly…terima kasih kepada semua pihak & sorry again for what u’ve gone thru with Najjahians sekiranya kami melakukan kesilapan

    Sekiranya ada sesiapa yang berminat untuk menghubungi secara peribadi..sila pergi ke website Najjah di senarai dealer..anda boleh menghubungi saya ok

    Reply
  • 17. Jasmin  |  October 18, 2010 at 11:57 am

    Hi…so for I bought from Farah Alwani..since I am at Gombak..she is so friendly…I have bought many items…Since she does not have boutique..certain items have to be pre order..and if near KL…just drop by to the place mentioned..or just by post…at one time..there is defect at the shawls..that i requested after 1 day..i take it from here then i notice about it…what amaze me..she told me..just give her back and she will return the good one since it’s not worth to take the shawl with the rm60..but with defect…

    I guess it just about attitude..Farah Alwani gives really good service…and not to forget Farah Adeeba too…

    Reply
  • 18. Shark  |  January 15, 2011 at 3:18 pm

    Salam. So far I have no complaints – good service from Najjah…:)
    Have bought all colours plus the dresses…thumbs up..:)

    Reply

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