ST
Sumaiyah T
1 reviews | Active since Jan 2013
29 Jun 2021, 15:43
After Sales Service Sucks!!!
This is a follow up to my write up on the Butterfly Mop head which never seems to last most than 5 uses. I received a response on this platform from the Verimark team to take the mop heads to the store and they will book it in for assessment. However this was a wasted trip. The guy on duty refused to take it in. He had called the store Manager who in fact was the same person who had told me to bring in the mop head if it breaks again & he had absolutely no recollection of his conversation with me. i had kept 2 mop heads. one was purchased directly from the Verimark store and the other from the Verimark counter at Checkers. He refused to accept the mop head which i had purchased from Checkers saying its not their item,..... BUT IT IS THEIR PRODUCT!!! The communication on this platform must be sent to the store in question as they have no idea that this exists. Since they dont book in consumables at the store, what is the next step. We are all trying to minimise travel during this pandemic and i surely hope om not being sent on a wild goose chase.
Helpful (0)
Replies (6)0
Replies (6)
Verimark's replyOfficial
29 Jun 2021, 16:07Thank you for informing us of your disappointing experience with a recent purchase of our Floor wiz Mops, please accept our sincere apologies for the disappointment and inconvenience caused. Good quality and best value are a high priority and it is important to know when a purchase has fallen short of our high standards.
Please note that all our Mops have a one year quality guarantee on the mechanism of the mop. The pads/Sponges are not included in this as they are consumables
Verimark's reply29 Jun 2021, 16:07
Official
Thank you for informing us of your disappointing experience with a recent purchase of our Floor wiz Mops, please accept our sincere apologies for the disappointment and inconvenience caused. Good quality and best value are a high priority and it is important to know when a purchase has fallen short of our high standards.
Please note that all our Mops have a one year quality guarantee on the mechanism of the mop. The pads/Sponges are not included in this as they are consumables
ST
Sumaiyah T's updateReviewer Update
30 Jun 2021, 09:13Clearly Verimark has double standards and is quick to avoid the relevant questions.
In the initial response you acknowledged that the defective product was the "Floorwiz mop sponge" and your response was that and i quote " Please be kind enough to ask the store to book the sponges back to us with a copy of your purchase slip so that we can asses it at our head office. Please note however that our packaging states that the mechanism only is covered by our guarantee as the sponge is a consumable "
I do understand that the sponge is a consumable and how is it possible that it needs to be changed every month, not because the sponge is worn out but because its constantly tearing away from the plastic clip. Even the staff at the Head Office are aware that this product is problematic yet nothing is being done about it. What about the manager at Pavilion who also confirmed that he's received many complaints about this product and also told me to bring it back to the store if it breaks. He was the very person who denied this or did not own up to it. Is this the standard of business which you guys operate on. If so, I must say that it is quite pathetic.
In the initial response you acknowledged that the defective product was the "Floorwiz mop sponge" and your response was that and i quote " Please be kind enough to ask the store to book the sponges back to us with a copy of your purchase slip so that we can asses it at our head office. Please note however that our packaging states that the mechanism only is covered by our guarantee as the sponge is a consumable "
I do understand that the sponge is a consumable and how is it possible that it needs to be changed every month, not because the sponge is worn out but because its constantly tearing away from the plastic clip. Even the staff at the Head Office are aware that this product is problematic yet nothing is being done about it. What about the manager at Pavilion who also confirmed that he's received many complaints about this product and also told me to bring it back to the store if it breaks. He was the very person who denied this or did not own up to it. Is this the standard of business which you guys operate on. If so, I must say that it is quite pathetic.
ST
Sumaiyah T's update30 Jun 2021, 09:13
Reviewer Update
Clearly Verimark has double standards and is quick to avoid the relevant questions.
In the initial response you acknowledged that the defective product was the "Floorwiz mop sponge" and your response was that and i quote " Please be kind enough to ask the store to book the sponges back to us with a copy of your purchase slip so that we can asses it at our head office. Please note however that our packaging states that the mechanism only is covered by our guarantee as the sponge is a consumable "
I do understand that the sponge is a consumable and how is it possible that it needs to be changed every month, not because the sponge is worn out but because its constantly tearing away from the plastic clip. Even the staff at the Head Office are aware that this product is problematic yet nothing is being done about it. What about the manager at Pavilion who also confirmed that he's received many complaints about this product and also told me to bring it back to the store if it breaks. He was the very person who denied this or did not own up to it. Is this the standard of business which you guys operate on. If so, I must say that it is quite pathetic.
In the initial response you acknowledged that the defective product was the "Floorwiz mop sponge" and your response was that and i quote " Please be kind enough to ask the store to book the sponges back to us with a copy of your purchase slip so that we can asses it at our head office. Please note however that our packaging states that the mechanism only is covered by our guarantee as the sponge is a consumable "
I do understand that the sponge is a consumable and how is it possible that it needs to be changed every month, not because the sponge is worn out but because its constantly tearing away from the plastic clip. Even the staff at the Head Office are aware that this product is problematic yet nothing is being done about it. What about the manager at Pavilion who also confirmed that he's received many complaints about this product and also told me to bring it back to the store if it breaks. He was the very person who denied this or did not own up to it. Is this the standard of business which you guys operate on. If so, I must say that it is quite pathetic.
Verimark's replyOfficial
30 Jun 2021, 15:50Verimark's reply30 Jun 2021, 15:50
Official
Verimark's replyOfficial
30 Jun 2021, 15:52Please take the product to your nearest Verimark store in Pavilion for an assessment, and ask them to book it back to our Head Office so that we can ascertain what the problem is. Once we get the product back to our Head Office we can give you feedback regarding your query on this item. It would be easier if you could book it in at a Verimark store
Could you perhaps advise when you will be going to the store so I can have an idea of when to look out for your units?
We appreciate the trouble you went to bring this matter to our attention. Through your feedback we are able to identify and rectify problems and we thank you for taking the time to give us your feedback. Please ask the store to mark it for the attention of our supervisor Patricia.
If you require further information to hesitate to contact us directly.
Kind regards
Verimark's reply30 Jun 2021, 15:52
Official
Please take the product to your nearest Verimark store in Pavilion for an assessment, and ask them to book it back to our Head Office so that we can ascertain what the problem is. Once we get the product back to our Head Office we can give you feedback regarding your query on this item. It would be easier if you could book it in at a Verimark store
Could you perhaps advise when you will be going to the store so I can have an idea of when to look out for your units?
We appreciate the trouble you went to bring this matter to our attention. Through your feedback we are able to identify and rectify problems and we thank you for taking the time to give us your feedback. Please ask the store to mark it for the attention of our supervisor Patricia.
If you require further information to hesitate to contact us directly.
Kind regards
ST
Sumaiyah T's updateReviewer Update
01 Jul 2021, 09:15What I would appreciate is if you can communicate this to the store and send me confirmation that they are aware of me dropping off the sponges. Also to confirm i will be sending back both the sponges (the one purchased from the Verimark store & the other from the Verimark stand at Checkers). I do not want a repeat of what happened the other day, where I go the store and they are not aware of the process to follow. I cannot confirm when i will be going to the store as i only go out only if & when necessary. You may contact me via my mobile or email
ST
Sumaiyah T's update01 Jul 2021, 09:15
Reviewer Update
What I would appreciate is if you can communicate this to the store and send me confirmation that they are aware of me dropping off the sponges. Also to confirm i will be sending back both the sponges (the one purchased from the Verimark store & the other from the Verimark stand at Checkers). I do not want a repeat of what happened the other day, where I go the store and they are not aware of the process to follow. I cannot confirm when i will be going to the store as i only go out only if & when necessary. You may contact me via my mobile or email
Verimark's replyOfficial
01 Jul 2021, 12:10Noted
Verimark's reply01 Jul 2021, 12:10
Official
Noted