Rustan's FSP RANT

I initially wrote this post for an egroup, but I decided to also post this here. Sorry for the taglish language. I wrote this in anger.

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Medyo long read at rant ito. Pasensya na. Uminit kasi ang dugo ko nung weekend.

Kumuha ba kayo ng bagong Frequent Shopper's Card ng Rustan's? Matagal ko na kasi gusto kumuha nito kaya yung nag-launch sila two to three months ago, kumuha ako. The date on my receipt is Sep. 12. Ang promise sa akin, I'll get my card within 2 to 3 weeks.

After 2 to 3 weeks, I called their customer service in Alabang (where I filed my application) and they said wala pa raw yung card. Sige, mabait naman ako so I waited for another week and called them again. Wala pa raw. Medyo nairita na ako and I called again until last Tuesday, they told me may dumating daw na batch at punta nalang daw ako. Na-excite ako kasi marami na ako gustong bilhin sa Rustan's (for gifts) pero nagpipigil ako kasi hinihintay ko lang yung card para ma-credit naman yung points ko (sayang ang points!). So punta ako doon only to find out wala pa yung card ko. Ok lang sana sa akin pero I didn't like the way they handled my complaint. They only gave me blank looks na parang wala silang pakialam kung wala pa yung card ko which made me more angry. They just got my name and number and said they will follow-up with the head office.

Kahapon bumalik ako to find out about the status of my card. Siyempre, wala na naman sila maibigay na sagot sa akin. Sabi ko, hihingi nalang ako ng refund pero sabi hintayin ko nalang daw. Tinanong ko pa sila kung puwede bang bumili ako ngayon and then they'll just manually credit the points. puwede naman daw. Pero nanigurado ako at pumunta ako sa isa sa mga cashier nila. Sabi, hindi daw at dapat dala ko yung FSP ko para ma-credit ang points ko. Ay naku, nag-shoot up yata ang BP ko doon. Yung husband ko hinila na lang ako palabas ng Rustan's kasi nararamdaman niya na ge-guerahin ko na yung customer service at cashiers nila. Gagawin ko talaga yun kung di ko lang kasama ang baby ko.

Kung tutuusin, hindi naman siya gaano big deal pero mataas ang expectations ko sa kanila. They're Rustan's for pity's sake and their customer service should be exemplary considering their clientele! Alam kong hindi naman matunog ang last name ko tulad nina Zobel or Ayala or whatever pero, I have minimum standards set for them. SM has better customer service than them considering masa market sila. Worse pa, I paid 350 pesos for a privilege that I can't even use!

Does anyone know where I can write a complaint letter? Kailangan ko kasi talaga mailabas ito sa kanila. Hindi ko alam kung mabibigyan ng action pero hindi ko talaga kayang palampasin ito. In all my years in shopping with them, ngayon lang talaga ako na-dismaya sa kanila. Sabi ng brother-in-law ko, hanapin ko nalang daw ang store manager at siya ang kausapin ko. Kung letter daw kasi, wala daw talagang sasagot nun. Hay naku talaga.