I would like to start this letter with a warning that what you are about to read is a downpour of pure frustration and displeasure from the customer service that my friends and I have received last Thursday, August 12, 2010.
Let me first inform you that I am an avid shopper of your malls. I have always perceived that shopping at SM malls are always rewarding. In fact, I have been recently upgraded to be a SM Prestige card holder in less than 12 months.
You have the crappiest and worst environmental campaign that my friends and I have ever encountered. We were at your SM Supermarket Makati branch on the date mentioned above. I was at counter 9 (Big Cart) and my friends are at the Counter 9 (SM Prestige courtesy lane). When I was about to pay, I asked the baggers to have the items boxed—which is my usual request for bulk groceries. And when I say bulk—I mean big time bulk! I have cases of sodas and around 6 dozens of Del Monte juices in can. Aside from those, there are several food products and small items that can fit in just 1 big box so that it will be easy when we load it, bring it home and put it in storage, rather than using several plastic bags. I am concerned about the environment and minimize using plastic bags as much as possible. I was shocked when I was told by one of the baggers that you have a new policy that we need to pay if I would have the items put into a box. I asked them why am I paying for old and used boxes that came from several companies you have business with when they deliver their products to SM. This started to tick me off. I think one of the baggers sensed that I am about to start a commotion, they have taken action and secured a box, and informed me that they will not charge it. I admire the bagger for his quick-thinking; perhaps he does value me as a customer and noticed that I have a big number of groceries that I will be purchasing. They continued to check out my groceries when I heard my other friend on counter 11 that she was being asked to pay to have her groceries to be boxed. In that instance I have become furious again since the cashier and bagger failed to use their judgment that she has also a big cart of groceries and most of it are bottled/canned liquids which are very heavy if it will be carried in several plastic bags. I immediately asked for a supervisor on duty and one was near our counters at that time. I thought we will be able to mediate and settle the matter for our convenience and pleasure, but we were dissatisfied! We were able to talk to CHARLES ANDREW V. DIGO. I was the one who talked and tried to reason with him. This is how our conversation went as far as I can remember:
JN: Why are you asking us to pay for the boxes?
CD: Ganun po talaga, bago po kasi naming campaign related sa Bring my Own bag every Wednesdays.
JN: Ano, eh gamit na yung mga boxes na ibibigay nyo ah. Wala naman kayong binayaran diyan dahil galing sa mga kumpanya yan. Kung tutuusin, binabawasan pa namin ang basura ninyo. Magkano ung boxes?
CD: Yung medium Php15, ung big size Php20.
JN: I’m not willing to pay for old and used boxes for that amount. We are doing this since last year at walang bayad.
CD: Ok lang po yun, ipaplastic namin ung mga bibilhin nyo.
JN: Hindi ba kayo nag-iisip kung gaano karami tong bibilhin naming? Kaya ko nga gusting ipa-box dahil mahirap magbitbit ng isa-isa. At nagpopromote kayo to save the environment pero ilang plastic bags ang gagamitin nyo? Eh di walang saysay din yung campaign nyo to save the environment.
He chose not to talk to me anymore and just talked to the baggers and asked the groceries that were already on the box to be put into plastic bags. I have never experienced that kind of customer service in my life. First of all, the supervisor has matched my attitude—he was also defensive towards me. The flow of words may be like that but the way he said it to us has a hint of sarcasm. He was not able to explain the reason why we are being asked to pay for the boxes and the good-cause behind it. Is that the way you train your supervisors on how to deal with an irate and all your supervisors like that? How were you able to uphold your motto “At your service, yes!”? I am a Prestige card holder and I never deserve to be treated like this especially that we ended up buying Php 20,000 worth of groceries in just 1 night—and you cannot even give us the courtesy and convenience in putting the items in an old used box. Let me also include that we have spent more than Php 15,000 inside the department store that same night! The summary of our purchases are indicated below in a table. Pictures are also provided and attached (if applicable) with this letter to show to you how you messed up and contributed to the destruction of the environment.
With regard to your newly-formed environmental campaign, all I can say is that it is crap and full of BS. You are asking your consumers to pay for boxes because you will use it to fund your tree-planting activities. You ask Php15-20 from your consumers for used and old dirty boxes which we will also destroy or throw away once we bring it home—I don’t think so. If it is a brand new box, with your logo and makes us aware what we are paying for I would have accepted and understood it that it was for a cause, and if it can be explained by a supervisor who knows to pacify and respect Prestige card holders. Let me also advise you that the amount you are asking us to pay are also too much as a contribution. I think it would have been if you have put tin cans asking for money voluntarily instead of paying exorbitant amount for some stupid box for our benefit and convenience.
In summary, we ended up using 2 carts of groceries put into plastic bags which defeated the purpose of your campaign. This could have been prevented if your supervisor has decent manner and judgment that it would have been better for both parties if our request has been granted. Your environmental campaign towards us turned out to be nonsense piece of crap that went the other way which is destroying the environment. I want this notice to serve a simple wake-up call to change the way of getting money for your tree-planting campaign. In relation to this, I want your company to also take action—I want the supervisor reprimanded! If he can act towards us who spend Php20,000 on groceries and who is a Prestige card holder, then how do you think he can act towards ordinary consumers? I want you to also provide an apology letter to me explaining how this kind of mishap can happened and be initiated by a big company like SM. I would also like to be informed on how you have dealt with the supervisor I talked to and what you have done to prevent it from happening again. I know that you are a big established company. If I don’t receive any response from your office, you may end up having a number of dissatisfied consumers similar to me. I can gladly bring my business to other companies and malls.
I hope that this will be treated with utmost respect and confidentiality. I will be looking forward to your prompt response.
| Date and Time | Establishment | Transaction Amount | Transaction Number |
| 8/12/2010 18:26 | SM Supermarket: New Makati | 5,324.40 | 244 |
| 8/12/2010 18:32 | SM Supermarket: New Makati | 7,341.90 | 245 |
| 8/12/2010 18:40 | SM Supermarket: New Makati | 1,102.40 | 3013 |
| 8/12/2010 18:40 | SM Supermarket: New Makati | 6,500.00 | 3013 |
| 8/12/2010 18:51 | SM Supermarket: New Makati | 869.55 | 247 |
| 8/12/2010 18:46 | SM Supermarket: New Makati | 2,395.35 | 246 |
| 8/12/2010 19:08 | SM Department Store: Makati | 5,344.00 | 59028 |
| 8/12/2010 19:27 | SM Department Store: Makati | 10,048.50 | 59029 |
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