My complaint:
Good Day!
I would like to raise my concern regarding the inconvenience in claiming my e-Gc I experienced with one of your stores located in SM San Pablo City.
My company gave its employees various EGcs from different merchants (like jollibee, krispy kreme, chatime, etc) as a reward if the employee shows exemplary performance.
When I got my first Chatime eGc, I was excited to claim it since your tea is one of my favorites.
Due to my work plus the lockdown, I seldom visit SM or any other stores and just pay a personal rider to do my errands and to buy me stuff.
During the first quarter of this year, I tried to claim the eGCs I had including the eGC from your store and asked my personal rider to claim it on my behalf. I gave him the codes.
To my dismay, I was advised by my rider that he was able to claim all my eGCs except the Chatime since the cashier was asking for the link that the claimant should present upon claiming the eGC, I called the store and they said it’s Chatime’s policy. I was really sad, knowing I won’t be able to claim it ever, since I don’t have that link.
Recently, I again received a Chatime eGC as a gift from my employer, and told them that I couldn’t be able to claim those eGcs.
To my surprise, I was told by my co-employees that they claimed theirs just by presenting codes my employer gave us. I was confused.
Last Tuesday, 3rd of August, I was on leave and I needed to go to SM, I passed by the Chatime Store and I rembered the eGcs I have. I approached the cashier and asked if I can claim my eGCs even if I only have an eGC code, and he said yes. I was so happy and thought that the store might have change their policy just recently.
Today, August 6, we were celebrating my sister’s graduation and we asked our personal rider to buy us food in SM store. I also asked the rider to claim my eGCs again, and told him that I have claimed the last time just presenting the code.
My personal rider called me that the Chatime store was again asking him to present a site that he will be able to show them the link for him to be able to claim the eGCs, I had to talk to the cashier by the name of Jermile Batolinao, to explain to him that I was able to claim the last time. And again, he’s persistent that it’s store policy.
I’ll be able to understand and respect, if it’s really your store policy, but what I don’t understand is the fact that I was able to claim it together with all my co-employees who have only the codes given by our boss, but when it’s my rider who will claim it, he won’t be allowed? Isn’t too decscriminating in the part of the riders?
I was really furious about it that even though I have a lot of things to do today, I chose to send you this message cause I want to clear things out. If it’s your policy, the process of claiming is very inconvenient compared to other stores. And way too confusing, since there were many who have claimed the eGCs just by presenting the code.
I hope you can give time on clarifying this concern as I have given this my time. I hope that Mr. Jermile Batolinao, was not that confident to tell me to raise my concern to you just because he knew you will not give a time for this.
Hope to hear from you soon.
Suggested solution:
I just need them to clarify what’s really their policy.
