I don't usually complain about businesses or products on my blog. I can't even remember the last time I complained about such things, or if I ever did publicly, but because this case is special and I have never once felt this angry at a service provider before, allow me now to complain about Sexy Detox.
I wanted to jumpstart my diet with a juice fast to detoxify my body. I've been seeing Sexy Detox at Mall of Asia and have always wanted to try it but never had that push until now. So I checked out their website and found myself impulsively ordering a 3-day premium detox package.
I paid online through paypal and my payment went through but I was wondering why I haven't received an order confirmation yet. I ordered on Thursday morning and in the afternoon I still didn't get a confirmation so I texted them to confirm but received no reply :( I was nervous because it's the first time I ordered something online and didn't get a confirmation. I'm used to ordering stuff and receiving an order confirmation within minutes of ordering, but this time, I never got a confirmation, I only got the paypal receipt. But in my head I was thinking, what if they no longer exist? Did I just transfer Php3,470.00 to a non-existent account? What do I do??
My colleague calmed me down and said to wait 24 hours for them to reply and so I did. But the next morning I was still nervous so I texted all the numbers I got from their instagram account. I saw they posted online the day before so I knew they were still active. Plus if it comes to worst, I was thinking they have a kiosk at Mall of Asia I can go to and complain at.
After a few hours, I finally got a reply from them. One number replied with, "PLS TXT 0935------- for delivery transactions." ---Uhm, for real? Can you not text that number and just let me know? Shouldn't this be resolved internally first? But whatever, I just texted the number hoping they could be of more help. When I texted it though, it turned out to be the delivery guy's number and he asked me if I had already spoken to someone already and I said no. How can I when no one's replying?? While I was texting the delivery guy, the Sexy Detox number I texted the day before finally replied to my text saying they got my order and my payment but their delivery schedule is every Tuesdays, Thursdays, and Saturdays. That one ticked me off big time! DELIVERY SCHEDULE? Where in the website did they mention having a DELIVERY SCHEDULE??
I replied calmly saying that there was no mention of the delivery schedule when I ordered and in fact I didn't even receive a confirmation until I texted them. But because I was just too frustrated to keep arguing and I just wanted to receive my order already, I asked if there was a way to just pick it up from their branch at MOA. I asked them to check if they can fulfill my order and after a few hours, they replied confirming that I can go pick it up at MOA. Picking it up was against my will but I just didn't like the drama anymore so I went. The lady asked for my name and started taking juices out of their chiller. She was taking the juices out of the premium juices shelf so I didn't bother double checking when she handed me the juices. To make the story short, I went home that day with 15 bottles of chilled juices.
But that's not where it ends.
I got home and transferred the juices to the fridge and found out that instead of giving me all PREMIUM flavors, they gave me 8 regular flavors which makes my order a 3-day Mix Detox set instead of a 3-day Premium Detox Set. I got ripped off!!!
I was so mad that I texted the person I was talking to earlier and told her that I expected a refund but guess what? I GOT NO REPLY. Even now, two days after, I still haven't received a reply from them, much more a refund on my payment. What kind of business are they running??
I have never complained about a business before but this incident is not something I could let pass. What makes it worse is that I never felt any remorse or a sense of guilt from them. I could forego the lack of empathy to customers, but it's even more simple than that-- I PAID FOR SOMETHING AND DIDN'T GET WHAT I PAID FOR.
I am still trying to get a refund from them through Paypal's buyer-seller dispute system but as of writing, I haven't received any word from them yet. I am already considering elevating this to the Department of Trade and Industry if this does not get resolved within 1-2 weeks. I just cannot believe a business like theirs still exists. In all the years I've been buying online, this is the first time this has ever happened to me. And to think they are a "big" business and have branches in SM North Edsa, Megamall and Mall of Asia already. But bad businesses are bad businesses regardless of how big or "successful" they seem to be.
I dislike complaining but I cannot keep mum about injustices and bad business practices. I work in economic affairs and I have never felt as disappointed and ashamed of a Filipino business until today.
**UPDATE** After contacting them through Paypal's dispute settlement facility, Sexy Detox issued me a refund and apologized for the miscommunication with the branch. I appreciate how they finally apologized and owned up to their fault and promised that it won't happen again. The apology comes a bit late (3 days after) but an apology is an apology and I accept it. I don't know if I'll ever order from them again but I'm just glad they stepped up and fixed things with me.**