I do make orders and buy from TV shops sometimes if there are good deals for example from Go-Shop and CJ Wow Shop. The reason I am writing this because there was a purchase which I bought from CJ Wow shop that comes with some slight defects, and so I requested for an exchange or a replacement.
This item was ordered and purchased somewhere in middle of Jan 2020 and the request for an exchange on 1st Feb 2020. The item was picked up for return on 12th Feb 2020 and until today (May 2020), I have not received the exchange or replacement item.
To top it up, I have been calling CJ Wow Shop customer service many times and requested that the item be delivered to me as soon as possible. Customer’s service always promises but no update news from them after my calls.
Below is the tracker for my item:-
Tracking notes that I remembered:
30-01-2020 : Order product.
31-01-2020 : Goods received but found size defect and seek replacement.
10-02-2020 : Picked up by courier service for replacement.
12-02-2020 : Goods arrived at wowshop facility. CJ Wowshop received the goods as tracked in courier’s company tracker.
** In between 12th Feb and 30th Mac, I have tried calling customer service on numerals occasions and I was always given the same answer that they will escalate the issue to their relevant departments and shall revert within 3 working days**
30-03-2020 : 4th times calling customer service to request for the exchanged item. The 1st, 2nd and 3rd times, promises was made but failed to deliver or respond. On 1st attempt, they promised to deliver the exchange within 21 days from date of collection (which was on 12-2-2020). According to customer service, goods replacement delivery date suppose to be on 10th April 2020.
10-04-2020 : No replacement goods yet so I called customer service again. I asked to speak either to their warehouse personnel (whom are supposed to revert) or someone who can really help me check. To my disappointment, customer service said they are the ONLY channel which is a single point of contact and for all communication purposes. They said they will write (email) to warehouse again to check and to revert within 3 working days. Again, after 3 working days, not one responded from customer service or warehouse department.
** In between 10th April and 21st April, I again have tried calling customer service and as usual, I was always given the reply that they will escalate to their relevant departments and shall revert within 3 working days**
21-04-2020 : Still no news from customer service, hence I called them again. This time instead of asking for the replacement, I seek for a refund since it took them so long to make the exchange. According to the customer service, refunds will take 17 days but in CJ Wowshop website, refunds suppose to be in 10 days. Anyway, since already waited for so long, I said I will wait for the refund. Again, customer service said, they will get their finance to revert to me within 3 working days.
04-05-2020 : I called again to ask about my refund. Again, the same answer from customer service, they will escalate to finance department and they shall revert within 3 working days. And after 3 long days, nothing happens, nobody called and I was left in the blind of what is happening.
12-05-2020 : Today I called the customer service again. This time is worst, customer service said refunds takes 31 days from the day I request for refund. WHAT?? Some customer service personnel are just liars!
~ OMG!!! I could not take it anymore! ~
- This prompted me to make an official complaint to KPDNHEP via their official website at https://www.kpdnhep.gov.my/ms/. I register via https://e-aduan.kpdnhep.gov.my/ in order for me to submit an official report.
- I wasn’t sure whether kpdnhep would help in small cases like mine but what the heck, I will give it a try since I really got fed-up of waiting and worst of all, CJ Wowshop has only a single point of contact and if this single point of contact cannot do anything, there are no other way to complain to their higher management.
- And so i wrote my complaint to kpdnhep online explaining my time-line and submitting the relevant proofs (deliver tracking).
17-05-2020 : To my surprise, one of the CJ Wowshop personnel called and responded to my complaint. They said they received a letter from kpdnhep regarding my case and they are investigating within their own organisation. They found out that warehouse apparently either lost the return goods or misplaced the goods thus they didn’t want to respond to my calls / replacement for fear of misconduct. The personnel then promised to quickly refund my money and help me settle my complaint.
18-05-2020 : CJ Wowshop personnel called to inform me that my refund has already been deposited to my bank account and asked me to verify with my bank.
Talking about bad online shopping experience even coming from a TV corporate (in this case is CJ WOWSHOP). I have shopped on shopee, Lazada and Aliexpress but my experience with these platforms are better. CJ WOWSHOP is the worst in terms of their after sales service and customer respond service. They are very in payment collection with fast delivery but when there are issues with the goods, they just *ding* and *dong* with you.
**To be honest, I have proof of my telephone conversation with their customer service but due to privacy, I will not attach them here. For my private keeping only**