We ordered some diapers from your site. The diapers arrived late and I did not receive an explanation or apology as to why you did not keep your end of the deal.
Even though I spelled out our address in Mandarin I get a call from someone asking what the address is. I asked for a time frame as to when the diapers will be delivered but I did not receive one.
Later in the afternoon I get a phone call, from whom I presume, is the delivery person. He asked me what my address is and some other questions I could not understand. Since my Chinese is not very good I asked some clarification questions.
He instead began to speak much faster and in a rude tone. I think he was asking what my address was despite my repeating my address numerous times. After more conversation, where I was asking questions and he was yelling and interrupting me, I finally understood that he was asking for my apt number. I asked if I should go down to pick up the box of diapers. He yelled something in response and hung up before I could respond.
By this point I was worried that we were not going to get the diapers we paid for so I went down in hopes of meeting the delivery person. I instead found that he dumped the box in front of my apartment and left. The apartment guard was nice enough to put the diapers in a cart. I
This was horrible customer service. I am not Chinese but was polite to everyone I spoke to from your company. I paid my hard earned money for your diapers, which I hope are real.
My question is: why is your staff so rude and unprofessional? Is this because I'm a foreigner? Did I do something to anger your company? Why would your staff act in this manner? Is this how they are trained? If I order something else, will my order arrive late without explanation and be yelled at? Please clarify if this is the normal level of customer service from your company
Thank you millions for your understanding and email has already been resent at noon. Today I tried call you again by your Taiwan cellphone number (0905~) this is an empty number. Kindly please reply us the email if convenient. Your feedback is very important to us, and we really look forward to providing service to you again. Wish you a happy Mid-Autumn Festival.
Thank you for your prompt response and I appreciate you reaching out to us. I understand that with contractors these things may happen and understand that this does not represent your company. I also appreciate you raising these concerns with the logistics company.
My apologies, but I did not see any calls or emails from your company. If you could email me again I would be more than happy to continue our communication there.
This is Josephine Lin from Mamilove, I am the manager of our Customer Service Department. First of all, we are deeply sorry that you've had this unpleasant delivery experience and this definitely is not acceptable service level by our standards. Please allow me to explain: your order was dispatched within 7 business days by our standards and directly by Pelican Express, which is the contracted logistics company of our diaper supplier. They are not part of our company staff. no one would like to be treated rudely, so we will immediately file complaints to our supplier and Pelican simultaneously and ask for prompt improvements, to ensure such matters do not occur again.
We tried to call you by your mobile number but could not reach you, so we will email you from firstname.lastname@example.org. Please kindly reply and allow us to explain our delivery process. Thank you!