Change of Address + Miscommunication = One Wasted Day (Ft. TA-Q-BIN’s Infamous Service)
2:25 PM
I had a not
so good experience with this month’s Bellabox. It all started when we moved.
This also happened last year when we moved but I didn’t bother to blog about
it. Or did I? I can’t actually remember, haha. As I was saying, we moved,
hence, our address changed. After I’ve unpacked all of our stuff and have transformed
our room into a place decent enough to live in, I then logged into my online
accounts to update my address. One of these accounts is my Bellabox profile. I
did this on 7th March. I even emailed them to be sure that their
system reflects my new address. They quickly replied to my email on that same
date confirming that my address has been successfully updated.
On 12th
March, I received an SMS from TA-Q-BIN, Bellabox’s shipping partner, that I’d
receive my box on that same day between 10-12PM. Now, if you’ve read my
November 2013 Bellabox you’d know that this is not the first time I've had issues with TA-Q-BIN’s service.
In fact, I’ve had issues with their delivery schedule over the past months but
I didn’t bother writing about it. This time, however, is different ‘coz I’ve
had enough.
Being so
used to their shipping antics, I waited until it’s past 12PM before calling
their (TA-Q-BIN) hotline. I explained about the SMS I received and expressed my
frustration because the parcel hasn’t arrived. The first rep (yes, because I
made another call that day…) I spoke with was kind enough to apologize and
ask me for my address which I immediately gave, and even though she placed me
on hold for more than 5 minutes, her attitude made up for that inconvenience, so I just let that slide. She
asked if it could be delivered at a later time as it’s obviously past the
window time they mentioned in the text message. I then said to at least make sure it’d
be delivered by or before 4pm as my husband and I needed to be somewhere else
after the said time.
I waited
and hoped that it will arrive by or before 4PM. But of course, IT DIDN’T! At past
5PM, I made my second call. The next rep was not at all courteous or helpful. She didn’t
even apologize. I started to suspect that they might not have my new address.
So, I asked her what address they had on the parcel. She said that they don’t have
that info on their system. WHAAATTT?!!! Why then did the first rep ask me for my
address? What was that for? The second rep told me that only the sender could
tell me what address was on the parcel. Where then was my box? Their website
still shows “delivering” and it was almost 6PM. I told her that and her only
answer was that their delivery time is until 8PM, so I could still expect the
box to arrive until 8 or I can reschedule if I want to. WHAT?! No apology
offered and that’s the best thing she can say? I’ve worked in the customer
service industry for almost 4 years and I know how a sincere apology means to
an irate and upset customer. I, at that point, knew that my conversation with
her was pointless and going absolutely nowhere. I ended the call and just
sighed with exasperation. One whole day wasted in waiting for nothing. I wanted
to call Bellabox but it’s past 6PM and all my energy was already drained.
The next
day, I checked my tracking number on TA-Q-BIN’s website and wow! It shows “DELIVERED”.
Of course, I already had an inkling that it was delivered to my old address but
the question is WHY? I sent Bellabox a long email which Jasmine responded to
shortly. Jasmine told me that according to their IT department, the address
labels for the boxes were printed on 4th March. And since I only
changed my address on 7th March, my parcel still had my old address.
So what now? This is my fault then? The reason I emailed them on 7th
March after updating my address was to avoid issues like this. Had I been
informed via email on that same date that the labels have already been printed out
as early as 4th March; I would have understood and known that the
box would most likely go to my old address, and I could have just made my own
arrangement for that date. Plain and simple. My day would have not been wasted.
Here’s the
worse part, she asked if I could probably contact someone from my old address.
I knew that was coming so I told her to not bother anymore, that I would just
pick the box myself from my old address. She didn’t reply anymore as it was
after office hours already which I understood. The next day she called me and
told me that they retrieved my box from my old address. You did what?! Can you
imagine how upsetting that could be? I’ve already made arrangements to go to my
old address only to find out that my box was no longer there but at Bellabox’s
office. It also created a bad impact to my previous housemate. She asked me why
the delivery guy had to take the box again. And take note: it was a “Friday”
which meant I won’t get it until Monday coz I won’t be at home that coming
weekend. Ohhhhh what a big hassle that was!
ENDING? Jasmine
apologized and assured me that it won’t happen again. Oh well, I sure hope to
never experience a repeat of this. And to compensate me for the inconvenience, she said they added 50 reward points to my account which is something I don’t really care for, but at least they know how to sincerely apologize and to make a customer feel a little bit better. As for
TA-Q-BIN, I’m… lost for words. For the past months, their delivery system has
never failed to dissatisfy me. They send SMS about their delivery schedule but
never follow it. They probably have no idea how this simple failure could possibly
ruin their customers' day. If not for the awesome contents of my box the
previous months, I could have unsubscribed from Bellabox a long time ago because of
their choice of courier service. Oh well…Sigh.
If you’d
like to see what’s in my March Bellabox, click HERE.
1 comments
If that happened to me, OMG I can't even imagine! I really hope this doesn't happen to you again.
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