You know, I always had an amazing time in Johor Bahru, and I would recommend it to anyone as a simple "feel good" short vacation destination. But somehow, during this particular trip over the new year, there are some unpleasant things that have happened, and it had to happen when I brought guests over, who have rarely been to Johor Bahru.
So what happened was, there was a Buy 1 Free 1 promotion at Etude House, Citysquare on 31 December 2016. We were there, and my sister wanted to buy some nail clips that were to be used as a substitute to the aluminium foil wraps commonly used to remove gel polish. So looking across the entire level of the particular shelf, there was only one tag that gave a description close to the particular good we wanted to buy, and it reads "Nail Wraps, 37 RM".
My sister wanted to confirm if the promo was applicable to the nail clips, and even asked a sales assistant nearby, pointing very clearly to the tag which was infront of the nail clips, and asked if the promotion applied. The sales assistant said yes.
We then proceeded to the cashier to pay.
At this point, things got a bit complicated, in the sense that I had no idea what that thing costs, and I only know that I had to pay for my sister as I was the only one of the 2 of us with RM. So when the items were scanned and my sister realised that the items were 60 RM instead of 37, she asked why the price was different, and apparently it was because they forgot the put the right tag there, claiming that there was a difference in name anyway, the difference being "wrap" should have been "clip". I paid not knowing that there was a mistake, and the receipt was out by then, too late.
I was indifferent towards the situation since it wasn't something I bought for myself, but my sister was quite affected as she felt that it was too expensive. So after being rather annoyingly hesitant about it, she decided she couldn't accept the price difference and wanted to change one of packet (we had 2, cos its buy 1 free 1) for something else. My godsister decided to follow us just in case we needed an adult.
And lucky she did.
Because when we wanted to exchange the goods, the sales assistant, or more like the shop manager called Serene was very defensive about it. She initially refused to admit that it was their fault for putting the wrong price tag (mind you the right tag wasn't even found on the shelf, it was like they just forgot entirely about it) and did not want to allow us to exchange. But after my godsister got rather angry and loud, she relented and only said "maybe it was our fault" and said that we can exchange for something of a similar price. But when we were looking for things to exchange, suddenly everything was not applicable for the Buy 1 Free 1 promotion. My godsister got really frustrated at this point and voiced her frustration, and to that, the shop manager actually dared to say that she was already pushing the rules by allowing us to exchange the goods.
Highlight, she said that she was pushing the rules by allowing us to exchange.
Look, I just took business law in school, I know enough about sale of goods to know that whatever written on the receipt is sufficient to become a term of a contract.
And it clearly states on the receipt that while refund is not allowed, Exchange of goods within 14 days is allowed.
So what favour is she doing us? What rules are she pushing?
Even when I pointed that out to her, she used company policy to shoot me down.
Huh? So company policy overrides a contract? Girl, it doesn't work that way.
And throughout, she kept using company policy to shoot us down whenever she couldn't give a valid excuse to us.
Terrible terrible terrible.
Although I have to say, besides her apparent stupidity, she kept her manners from start to the end. She didn't raise her voice and still spoke politely and with a forced smile.
But wow, I'm never shopping at Etude House at Citysquare anymore.
For any future shoppers out there reading this post, make sure you ensure that you are fulfilling their company policy before buying anything, cos at Etude House citysquare, Company Policy is bigger than the customer, no matter how reasonable the customer is.
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