PROFIT FROZEN FOODMART SDN BHD - Ampang Jaya, Selangor

YR

I had a very disappointing experience with this company.

1. During my first order, I ordered 2kg of crocodile tail meat with skin. However, when it was delivered, one half of the meat was without skin.

2. Also, during my first order, I clearly specified that I could only receive the delivery on weekdays before 3 pm. Despite this, their driver delivered around 4 pm one day, repeatedly calling me and rudely insisting that I provide another address for delivery. This was very unprofessional and inconsiderate, as it was their mistake, yet they kept bothering me during my busy time.

3. On my second order, after a whole week of waiting, they suddenly informed me that the product was out of stock and that I would need to order 500kg at once if I still wanted it. But I had only ordered 2kg before! How can they expect customers to order 500kg just because they ran out of stock?

4. When I questioned this, they said they would respond the following week. However, on Monday, they told me they wouldn’t have an answer until Friday. It’s been three weeks since I placed my order, and I still haven’t received a response. When I asked them on WhatsApp, they read my messages but didn’t reply.

Overall, the service is terrible, especially the SA named Grace. She no longer responds to my texts or calls, which is a stark contrast to my first order experience. I didn’t realize that ghosting was part of your company’s customer service. What an eye-opener!

我对这家公司感到非常失望。

1. 第一次订购的时候，订的是鳄鱼尾肉带皮2kg，分为两半送过来，其中一半是没皮的。

2. 也是第一次订购的时候，已经说了只有星期一到星期五3pm之前可以收获，结果他们的司机在某天4pm左右送来，还一直打电话催，要我给他另一个地址让他送货。非常没礼貌也非常不专业，明明是他们的问题，但非要在我没空的时候打电话来烦我。

3. 第二次订购的时候，下单了整整一个星期他才突然跟我说没货了，要订的话要一次性订500kg，但我之前订的都是2kg而已啊，怎么会因为自己没货了，要求客户一次性订500kg？

4. 我提出了质疑后，他又说下星期才可以给答复。到了下星期一又跟我说星期五才能给我答复。从我下单到现在已经3个星期了，依然没有给我答复。在whatsapp询问他们，也是已读不回。

总而言之，服务非常差，尤其是他们那位叫Grace的SA，发短信和打电话现在都直接不理会了，跟第一次下单的情形形成强烈的对比。我不晓得原来已读不回也是贵公司的待客之道，开眼了！

Jane Y.

1. Regarding your statement: “During your order, our SA had clearly explained that we are a wholesale frozen food company, dealing in bulk orders…”, I never heard anything like this from your SA. I’m not sure if you’re lying or if your former SA was lying. I was never informed that only the first order could be in a small quantity. Instead, after I raised my concerns, your SA told me that “because it’s out of stock, the minimum order is now 50kg.”

Moreover, there was no prior confirmation about one piece of the first order being with skin and the other without. Otherwise, why didn’t your SA refute me when I mentioned this issue on WhatsApp? So, regarding your first response, I cannot accept it because the facts simply do not match what you’re saying. If possible, please provide evidence rather than distorting the facts just because the customer cannot directly respond on Google Review.

Also, why is your response here completely different from what was said on WhatsApp? On WhatsApp, you said: “Hi, Grace has resigned from our company, and currently the Admin is handling customer inquiries. Regarding your order, Grace might not have explained clearly that the crocodile meat was pre-ordered and not in stock. The first order was allowed to be in a small quantity, but subsequent orders must be placed with a minimum order quantity (MOQ) of 50kg.” Yet here, you claim that I was already informed. Can you please get your facts straight before responding to customers?

2. My third issue was: a. Your driver was not punctual. b. I had clearly stated that after 3 pm, there would be no one to receive the delivery. At that time, I had no idea where to ask the driver to deliver because neither I nor my family members were available. But your driver rudely insisted that I give him an address immediately to complete the delivery. Let me ask, why should the customer be forced to provide a solution to a problem that was caused by your mistake?

3. My fourth issue was that your company has taken nearly three weeks since I placed my order and still hasn’t given me a definite answer. Why haven’t you explained this? I placed my order on August 12th (Monday) and inquired multiple times, with the last message sent on August 29th (Thursday) at 12:09 am and a follow-up call at 2:48 pm, but received no response.

I didn’t ask you to reply in the middle of the night, but after I posted my Google Review on August 29th (Thursday), you only responded on August 30th (Friday) at 10:10 am and 1:06 pm, and even then, it was just an apology without any solution. So what exactly am I supposed to respond to? Also, your previous response times weren’t this slow. Why does it now take 24 working hours to respond to a customer’s issue? Moreover, you imply that you couldn’t respond promptly because I sent a message late at night. Does that have anything to do with it?

1. “在你订购产品时我们的SA已经有详细让你了解到我们是一家经营冷冻食品的批发厂商，是以量订购的方式进行交易，只是因为第一次交易很多顾客是没有办法一次性订购大数量，所以我们公司才提供顾客可以以少数量订购以便尝试到我们的产品是否合适，由于是第一次试用我们公司并没有多个部位的产品存货让顾客订购，鉴于你的回复是必须要购买2kg的分量可是我们的存货只有1kg带皮和1kg无皮的鳄鱼尾肉无法提供到你要的数量，所以我们的SA才询问你是否接受当然你也是回复我们接受的情况下我们才出货给你的，并不存在你所谓的第一次的要求和第二次的要求数量不一样的问题。”

你们说的这个部分我完全没听你们SA提到过，不晓得是你在撒谎还是你的前SA在撒谎。我完全没有被告知过只有第一次才可以少量订购，反而是你们的SA在我提出质疑后才告诉我“因为没货了，所以要至少订50kg。”

此外，也完全没跟我先确认第一个订单是一个带皮一个不带皮，否则我在WhatsApp向他告知这件事情的时候，他怎么不反驳我？所以针对你们第一条回应，我无法接受，因为事实根本不是你们说的那样。可以的话，麻烦直接提供证据，而不是因为客户没办法直接在google review回复你而扭曲事实。

而且为什么你们在whatsapp的回复和这边是完全不一样的？WhatsApp说：“你好，Grace已经在我们公司辞职了，目前是公司Admin Handle 顾客哦。关于你的订单，之前Grace可能没有跟你说清楚, 鳄鱼肉我们本身是做Pre-Order的，是没有现货。Grace可能没有说清楚,第一次下单的鳄鱼肉是可以小量下，不过之后的单就要以50kg的Moq 下。”然后这边又说已经告诉过我了。你们要不要先搞清楚事实再回复？

2. 我第3条问题指的是a. 你们司机不守时。 b. 明明我当时就已经表达的很清楚，3pm就是没人可以收货了，我当时根本不知道该让司机送去哪里，因为我和家人都不在。但他一直态度很差地坚持要我马上给他个地址来送货。我请问呢，你们出的差错为什么是要强迫客户来给解决方案？

3. 我第4条问题说的是你们公司在我下单后将近3个星期都没办法给我一个确定的答案，这个问题你怎么不解释？我在12/8星期一下单，中间有询问好几次，最后一次是在29/8星期四12:09 am发信息给你们，然后又在2:48pm打电话给你们，都没有得到任何回应。

我没要求你们半夜回复讯息哦，但在我29/8星期四发布了google review后，你们才在30/8星期五10:10am及1:06pm回复，并且也只是纯道歉，没给任何解决方案，请问我是要回复你们什么？还有，你们之前的回复速度没有这么慢诶，怎么现在需要24小时的工作时间才能回复客户的问题？而且还要讲的好像是因为我在半夜发短信，所以你们才不能及时回复？这两者有关系吗？要不要先看清楚时间线？还是需要我把聊天记录发上来？

xing Y.

good service with fast delivery！

Loh Y. (.