We initially decided to stay silent on this matter as we believe it is important to maintain the integrity of the relationship between ourselves and our customers. But having observed the continued commentary, we feel it is right to set the record straight; and to this end, are presenting the transcript of the email communication between ourselves and the customer.
We value our customers a great deal but we understand that we cannot serve our customers if we do not give the right level of support to our team. We, as an organisation, and our customer service agents specifically, are here to serve customers but this service should be conducted in a mutually respectful manner that is devoid of personal insults whether via email or on the phone. No company that treasures its team members will allow them be personally insulted and verbally abused.
As some comments in this thread have mentioned, the characterisation of our company here is completely out of tune with who we are and how we work. We operate 7 days a week and as such are always available to respond to customers; most of our communication is done via email but in cases like this where a customer has a complaint, we feel it is best to talk to them on the phone to properly understand their concerns. We made our best efforts to reach the customer but they were unavailable.
For our same-day grocery delivery service to properly function, we request that customers respond to our emails within 15 minutes but in reality, we often wait for up to 2 hours for their response. In this instance, the customer’s response came 11 hours later and after the delivery window the customer selected had elapsed.
We are satisfied that, in this case, our agents who interacted with the customer via email and on the phone remained composed and conducted themselves in the right manner; we believe the below transcript shows this. We hope our statement clarifies what occurred and we do not intend to make any further comment on this.
=== Transcript Below ===
All
binjoadeniran
Nov 14 18:56
There is no uncompleted building at that address. This would be a lie from your people. Once again. You people are always lying ahn ahn. I’m so hurt by this experience
From: Emmanuel
Sent: Monday, November 14, 2016 4:01:48 PM
To: binjoadeniran
Subject: [Supermart.ng] Re: Replacement in your Supermart.ng Order
binjoadeniran
Nov 14 18:55
And you didn’t even drop it at the address on the order. Since that’s the excuse.
Worst service ever. Telling everybody about this experience
From: Emmanuel
Sent: Monday, November 14, 2016 4:01:48 PM
To: binjoadeniran
Subject: [Supermart.ng] Re: Replacement in your Supermart.ng Order
binjoadeniran
Nov 14 18:52
LOL This is escalating into very silly silly things.
I emailed you on Friday night. Nobody in YOUR COMPANY. Could say Oh. It’s been delivered. If we knew it was delivered would I email you? Would I?
Come on. Let’s be respectful here. Don’t use patronising words to tell me I’m not understanding. You went out of contact for a whole weekend. That is on you. That is your fault. Apologise for it. Do not call me words. I will not accept that.
This is the second time you’ve left us searching for an item you delivered because nobody AT YOUR COMPANY would reply emails. That is bad communication culture. From YOUR COMPANY.
This is not how you treat customers who are repeat customers. You do not give them stupid 15 minute reply windows and say people reply in 15 minutes. Do you think we have nothing else to do? I have spent a whole day trying to get this package. Wasted half my day alone because you wouldn’t reply emails on time and nobody knows where it is.
I will never again be using Supermart. You people are acting like you have arrived. Amazon doesn’t give customers 15 minute windows and then do what it likes. It will never happen. I can not be ordering things and then have no idea whether it’s delivered or not. I did instruct you not to call but YOU SAW MY EMAIL AND DIDN’T REPLY FOR 3 DAYS EMMANUEL. COME ON. THESE ARE PERISHABLE GOODS. JUST THINK ABOUT IT.
Also, if you think I’m annoying you by tweeting at you, maybe you should quit or you guys should close down because you are simply not ready for a consumer facing business. Your package missing rate is 2 out of 3 times. That’s way too high for a delivery business.
I will still go ahead to write my Medium post. Thank you for getting annoyed for not doing your job well.
From: Emmanuel
Sent: Monday, November 14, 2016 4:44:41 PM
To: binjoadeniran
Subject: [Supermart.ng] Re: Replacement in your Supermart.ng Order
Emmanuel
Nov 14 17:44
Hello Olabinjo
Further to this, we’ve been able to reach Bxxxxxxx who seems to understand what went wrong with the order.
As seen above, those were the details you filled for delivery.
- It was a wrong address for Bxxxxxxx who now resides in Yaba
- The number was unreachable since then and up till now
- Your special instruction was to drop at the gate and that no need to call upon delivery
Your instructions were followed.
How can we help?
- The order was delivered exactly 16:45 local time at the Estate Gate
- A security personnel named PHILEMON confirmed completeness of the items and signed receipt.
This information has been passed to Bxxxxxxx on 08xxxxxxxxx to retrieve her goods immediately.
Should you have further concerns, i’ll be happy to help
Regards
Emmanuel
Emmanuel
Nov 14 17:01
Hello Olabinjo
We acknowledge your email and we apologise for any inconvenience we may have caused.
We’ve been calling, kindly pick up so we can clearly understand and resolve your concerns.
Regards
Emmanuel
binjoadeniran
Nov 14 15:09
-
Let someone tell me where the item was delivered so we can go look for it
-
Explain this N330. If I order something from your site and you don’t have it. Why am I being charged ontop of the total fee?
-
This your 15 minute or we’ll do what we want thing is the most stupid thing ever. I am the customer. You do not dictate to me. It takes you over one hour to reply emails and you want me to reply in 15 minutes? I have nothing else to do all day but sit and wait for Supermart emails? You have to be kidding me
-
Once this problem is resolved or not, never using your service again. The first time I used your service you told me the dispatcher was on his way then you told me you didn’t have the address. This shows you guys are not trustworthy. I have made a big mistake and will be writing a medium post against your company.
From: Emmanuel
Sent: Monday, November 14, 2016 1:46:01 PM
To: binjoadeniran
Subject: [Supermart.ng] Re: Replacement in your Supermart.ng Order
binjoadeniran
Nov 14 15:03
If you email it will something bad happen? Just email it. It’s a conversation platform. I can read your messages, you can read my messages.
I don’t see why you’re bringing up a new problem
From: Emmanuel
Sent: Monday, November 14, 2016 1:46:01 PM
To: binjoadeniran
Subject: [Supermart.ng] Re: Replacement in your Supermart.ng Order
Emmanuel
Nov 14 14:46
Hello Olabinjo
I’ve attempted several calls and a text message has been sent to you.
Kindly let me know when convenient to call back.
Regards
Emmanuel
binjoadeniran
Nov 14 13:48
Can I have a phone number to call? There’s no phone number on your website
From: Nzube
Sent: Monday, November 14, 2016 12:28:05 PM
To: binjoadeniran
Subject: [Supermart.ng] Re: Replacement in your Supermart.ng Order
binjoadeniran
Nov 14 13:48
Also my wallet is showing I was charged 330 for God Knows What? You guys need to be transparent. I can’t just be owing N330 for nothing. I asked for a product to be dropped. That means I should have a positive balance in the wallet. Not the negative. Last time there was N40 out of nowhere. Where are these charges coming from and what are they for?
From: Nzube
Sent: Monday, November 14, 2016 12:28:05 PM
To: binjoadeniran
Subject: [Supermart.ng] Re: Replacement in your Supermart.ng Order
binjoadeniran
Nov 14 13:41
Hi Nzube.
If you look at the thread, it’s looking quite impossible that happened. Because on Friday evening at past 9PM, I responded to your customer care guy asking him to get rid of the oreos and just deliver on Saturday.
Which nobody confirmed or declined. I literally have no idea what happened after that. So it’s not possible it was delivered on Friday. Please check and confirm to me ASAP
From: Nzube
Sent: Monday, November 14, 2016 12:28:05 PM
To: binjoadeniran
Subject: [Supermart.ng] Re: Replacement in your Supermart.ng Order
Nzube Ejike
Nov 14 13:28
Dear Olabinjo
We acknowledge your response and apologise for the unpleasant experience.
Kindly note that your order was delivered to your address on the 11/11/2016 within your preferred window.
I will be happy to help if there are other issues.
Regards
Nzube
binjoadeniran
Nov 14 12:43
Hi. I’m still waiting for a response. I emailed you guys 3 days ago. Come on. This is awful Customer Service.
From: Olatunde
Sent: Friday, November 11, 2016 9:24:46 AM
To: binjoadeniran
Subject: Thank you for contacting Supemart Service: Your ticket is #30653
binjoadeniran
Nov 11 21:01
No. Please don’t replace the item. Kindly deliver tomorrow.
From: Olatunde
Sent: Friday, November 11, 2016 9:24:46 AM
To: binjoadeniran
Subject: Thank you for contacting Supemart Service: Your ticket is #30653
Olatunde
Nov 11 10:24
(assign)
Dear Olabinjo
One of the items from your recent Supermart.ng order was not available at several of our partner stores that we checked. Here is a suggested replacement for the item; kindly reply YES or NO for it. We request that you respond within 15 minutes of receiving this email, otherwise we may deliver only the actual items ordered without our suggested replacements.
- Oreo Original 154 g (N560)
Available: Price Change to N890
Available: Oreo Strawberry creme Biscuit 137g (N465)
We will await your confirmation on this before proceeding with your order. I look forward to getting your response.
Kind regards
Olatunde