Dear Kok Hon,
First, thank you very much for your letter dated May 8, 2009. We highly appreciate you taking the time to write your story in a detailed manner because it enables us to really understand your concern.
We are sorry that your overall recent experience with caterer.com.my
hasn't been a pleasant one. Delighting our customers has always been at the heart of our business. The website is our way of enriching the customer-ordering experience as customers are empowered to take charge of their event.
There are 2 things I would like to address which you have highlighted in your letter:
1. Payment of full amount upon ordering
It is our company policy for customers to pay the full amount before a function is confirmed. This is being implemented so we can focus on the customer's event and not spend too much time following up on remaining partial payments. For your info, we have had a lot of cases like these in the past which prompted management to implement the "Full Payment" policy. Allan did submit your request of paying half the amount first especially since the total amount of your function is quite a sum. We did decide that we won't be able to make an exception to the policy because this can be a precedent and we may potentially get more requests like these from our other field sales people.
Now having said this, we fully agree with you that you should have been properly informed about the decision regarding your request... which leads me to the second point below.
2. Failure on company's part to properly inform you about the outcome of your request
We are deeply sorry that you were made to wait for days and days after being promised that you will get a call from us. We have called Allan's attention on this issue and have reprimanded him on this. Allan is one of our top field sales personnel but we are not making an excuse for his actions. We acknowledge that it was unprofessional on our end to have kept you waiting and we would like to apologize for the manner the communication was conducted.
We have also noted your request to cancel your initial order.
Again, we are sorry for any stress and inconvenience we may have caused you. We hope to still be of service to you in any of your future events and we sincerely wish you success in your upcoming wedding and happiness in your marriage.
Respectfully yours,
Hasmah Hassan
Administrator Caterer dot com sdn bhd
First, thank you very much for your letter dated May 8, 2009. We highly appreciate you taking the time to write your story in a detailed manner because it enables us to really understand your concern.
We are sorry that your overall recent experience with caterer.com.my
hasn't been a pleasant one. Delighting our customers has always been at the heart of our business. The website is our way of enriching the customer-ordering experience as customers are empowered to take charge of their event.
There are 2 things I would like to address which you have highlighted in your letter:
1. Payment of full amount upon ordering
It is our company policy for customers to pay the full amount before a function is confirmed. This is being implemented so we can focus on the customer's event and not spend too much time following up on remaining partial payments. For your info, we have had a lot of cases like these in the past which prompted management to implement the "Full Payment" policy. Allan did submit your request of paying half the amount first especially since the total amount of your function is quite a sum. We did decide that we won't be able to make an exception to the policy because this can be a precedent and we may potentially get more requests like these from our other field sales people.
Now having said this, we fully agree with you that you should have been properly informed about the decision regarding your request... which leads me to the second point below.
2. Failure on company's part to properly inform you about the outcome of your request
We are deeply sorry that you were made to wait for days and days after being promised that you will get a call from us. We have called Allan's attention on this issue and have reprimanded him on this. Allan is one of our top field sales personnel but we are not making an excuse for his actions. We acknowledge that it was unprofessional on our end to have kept you waiting and we would like to apologize for the manner the communication was conducted.
We have also noted your request to cancel your initial order.
Again, we are sorry for any stress and inconvenience we may have caused you. We hope to still be of service to you in any of your future events and we sincerely wish you success in your upcoming wedding and happiness in your marriage.
Respectfully yours,
Hasmah Hassan
Administrator Caterer dot com sdn bhd
Ok lah, at least they got an answer for me. I wonder how they reprimand Allan? Hehe. Apology accepted. Case closed.
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