SM Supermalls
Reviews and Complaints

Good day! I went to SM Baliwag on the 24/12/2020 to use my sodexo mobile pass from my employer. I am from Angat which is abviously too far from Baliwag. When I was at the Customer service to ask about the mobile pass, I looked like a transparent person for them that no one even bothered to ask why I am there. I was the one who asked for their attention and said "excuse me", . As a customer service rep. in BPO industry I know what a customer service supposed to do. We should assist the customer and proactively ask how we can help them. So here's the annoying thing. I was advised that I can use that sodexo mobile pass, just present it to the cashier, so I patiently waited to that long line then when it's my turn the cashier advised me that the system is down and she's unable to process it. I just go by but I don't know what comes in my mind to ask different casher if the system is really down. I went to the last cashier near customer service area and she told me that she was able to process it and she keeps on asking me who told me that the system is down like they are hiding something from me. I went back to the cashier where I lined up and advised her what the other cashier told me but she can't even look at my eyes and just do whatever she was doing! like what? so rude, right?! really really not a good experience and I want someone to take action with this!

Hi Sir/Ma'am,

I feel disrespected by the lady guard and a janitress yesterday (December 7, 2020) around 4 pm in the restroom.

I was using one of the cubicles because I have to urinate a lot due to all the liquids I took when I was eating at Yabu. And when I was doing my business the lady guard who was also using the restroom knock the cubicle door and moving my stuff from the floor whilst saying " hoy miss, kanina ka pa jan. Isang oras ka na jan. Bawal matagal ginamit ng cr dito ". Even tho I was just just sitting there for 15 minutes. And when I got out of the cubicle, the lady guard and the janitress confronted me saying I can't use the restroom for too long. Even when I was about to go to pee for the 2nd time, the janitress was still looking at me with judgment as if I was about to do something bad.

What kind of service is that? Is that how they treat customers every time?

I hope you do something with this kind of matter especially on how they treat customers who are not doing anything wrong.

Thank you.

Patricia Masaya

I think the staff at SM are poorly trained (not all but some):
-Mall of Asia : I was filling up the information sheet for my friends and I cause for that specific movie that we were gonna watch we had to. I didn't know that u can't do that, it needs to be filled up individually (according to the SM staff at the ticket booth) and she had the audacity to tell me "Bawal yan Pwede Kang kasuhan nyan"

Had the worst time shopping in sm olongapo central! We went to shop at around 4:45 pm (oct. 10, 2020). I spoke to this sales lady in a well & kind manner. You can notice she was already giving off the "idc" attitude at first approach. Her tone was off & she was giving me a bad eye. I was in need of a comfy sandals for my mom. I kept my cool at first, but then every request and question that I had for her regarding the shoes, she always responded in a cold manner. To make the story short, I asked for a size 7 sandals 4 times for 4 different styles. For every request I had, she would express an annoyed vibe and would walk away to "check" for some size and come back telling me that there are no more size sevens — for those 4 styles! I mean, I doubt it. She also scratched her head and rolled her eyes in front of me. The fact that she is a sales lady and works in customer service pisses me off. I also worked in customer service but i've never been so mean to a customer. It's just wrong. I hope that sm would provide personality development trainings or seminars for their employees. It's so unjust to be rude when you're being so nice.

Poor customer service! Mga walang pakialam! My plan was to use my sodexo mobile in megamall to get our essentials. I asked the cashier if its working before we even get groceries. She told me she cant find out until she transact it. Thats why we started getting our necessities. When we were paying at the counter, she said that the system was down. We tried in few terminals. However, its not working. After us, there's this guy who used the sodexo and got a successful transaction. I can pay through debit if nakita ko, hopeless na magamit yung sodexo, kaya lang, we were seeking for assistance that time since our groceries costs 10k to atleast try it again, kung hindi talaga, then I will pay.. However the cashier doesnt care to assist us. She even mentioned that its not her transaction! Tama ba yon? To think na inendorse sa kanyan nung isang cashier na madaling madali magout, about sa napamili namin! They left us waiting.. Without even approaching us, nakakaawa yung company who tried to keep employees at this time of pandemic tapos walang malasakit sa company. Nobody cared to assist us! Napakawalang kwenta ng staffs sa sm megamall supermarket!

I do not know where to address my concern:

Just want to inquire if you have a new policy in your establishments (particularly SM Department Store, Puerto Princesa) to check on the receipts of customers bringing along bought items on a paid SM reusable tote bag with sticker showing the ‘receipt number' on it?

Last Sunday, 23 August 2020, around 5-6pm, I paid the purchases I bought then on my way out I passed by the Security Guard (Bonbon), approximately 1-2 meters away, the said guard called me asking for my receipt. I asked her why? Then she answered, "Meron po kaseng nag pupuslit". I showed her my receipt then left but after few seconds... I realized that I was suspected to have gotten something from the store. So I returned to check on the guards name then went to Customer's Service to express my sentiments.

At the Customer's Service... I asked the ladies who were there regarding any policy of the store demanding a receipt to be shown to to the guards since it was my first time to encounter such. The lady told me that... yes there was a policy... I demanded to see such policy but she didn't show me anything. She called someone... a member of of the security agency came who reiterated that they indeed had a policy. The lady Chief Security came then showed me some memos on her phone but no policy on "demanding showing of receipts" were shown. I felt that a selective justice was bent on me. They were trying to justify the act of the guard. In my frustrations feeling my concerns were not heard... they ask me to fill up a complaint form... placed my name and signed... ended the conversations... then left.

I am an avid customer of SM. I always come to your store on my off duties. Been a member for so long... your staff have been calling us for services offered... but I could not comprehend the insult I got.

Just want to follow-up my concerns.

These were the receipt and ‘sticker tag' on the tote bag. Kindly see attached pictures.

Hoping to have an answer. Th incident brought me frustrations and discouragement of going back to your store for fear of a repeated episode

Sincerely,
Marjorie M. Abaigar, M.D.
SM Prestige [protected]

One week ago, we bought brand new two door inverter refrigerator in SM City Cebu Appliances. Until now, the item is not use because it is damage. Thinking that this item is brand-new! We tried to call the brand's costumer service and SM City Cebu costumer service. They've given us promises but until now, no information or update is given. what the! Please. Help us.

Date : June 10, 2020.

My contract was expired last May 20 at Light Residences. I asked the owner to stay due to COVD-19. I am thankful.

I am a working from home employee. I stayed alone to focus and to have a peaceful working area. Today, I decided not to stay anymore.

Reasons :
1.) Tower 3 15flr. Light Residences Mandaluyong . The neighbor are not friendly at all and too noisy. If I say too noisy (The children are screaming, crying and shouting at the hallway). I always have a work meetings and everything was recorded. I reported it to the the owner and sent them the recordings. They told me that they already reported it to the management. This has been happening for almost 6 months of my stay. It is a nightmare. Almost everyday I recorded there noise and it is really annoying. I even knock the neighbors door to close there door and to ask them to minimize there noise. The Lady ignored me and shut her door. It was direspectful. I reported it to the Guard and to the owner. The owner told me that they had a complaint letter and they will be given a fine of P500. I am not satisfied. It is the management who earned but did not address the issue. The tenant are the one who suffered. They still keep making annoying noises and kids are still screaming.

I wish that the next tenant of the unit will find peace. Good luck!

Date: April 23, 2020
Time: 1:19pm
Branch: Savemore Supermarket A D legazpi cor P.Tuazon

Good Day SM/ SM Care

Ito po ang nangyari Kasi bumili ako grocery na worth 370 pesos...eh ginamit ko bdo emerald rewards para maubos ko na yung laman... ang laman ng emerald card ko 245 points... kaya nung magbabayad na ako inabot ko yung card at 200pesos kasi kulang ang laman ng card ko kaya nagdagdag ako ng cash... nung tinanggap nung lalaking kahero tinanong nya ako na magkano ang kukuhanin dito sa card sagot ko lahat na... nung pagkita kita ko ang kinaltas nya lang sa card 170... eh di wala na ako sukli... eh kailangan ko ng sukli kasi bibili ako gamot sa watsons...nung pina pa aayos ko na sa supervisor
dahil need ko talaga sukli di na nila ako masuklian kasi di na nila makukuha or maibabalik yung na credit sa emerald card ko understandable naman... kaso ang sabi ko dun sa lalaking kahero "kailangan ko ng sukli dahil bibili ako ng gamot diba tinanong mo naman ako kung magkano kukuhanin sa card ano ba naman yan di marunong umintindi eh" ang sagot sakin pasensya na perpekto ka?! Kaharap yung supervisor Kaya sinagot ko din yung kahero sabi ko nag pasensya ka pa aawayin mo rin pala ako sa halip na maging mapag kumbaba ka ikaw pa matapang! Irereport kita! Sagot nya oh sige ireport mo! Tinanong ko yung supervisor kung ano pangalan ng cashier na lalaki ang sagot nya "RA Manalo" at ito ang AuthCode na nakalagay sa resibo ng binili ko "633410"ito ay nangyare sa savemore supermarket p.tuazon branch sana po mabigyan nyo ng pansin ang hinaing ko maraming salamat!

Today I went to tiaong savemore, I bought a huge amount of products I spent 11k worth of products, which I would provide our 70 employees whom are lockdown living at our property. First off it seems like the cashiers and baggers don't care about their customers, the cashier is so slow like literally one can goods at a time slow while the que is getting longer and longer she didnt care non of them does, no assistance nor motivated employee to get the used cart from outside I have to demand it and one employee shoved it toward me like m not a paying customer, when my goods are paid for. I brought my own ecobags which are fine but the bagger then have the nerve to rudely ask me if I would like to bring all of it by my own self! Take note there are no trolleys much only 3 big trolleys at that supermarket which 2 are already being used by others! He helped me reluctingly like its a bother to him but only pushed the trolley to the pavement outside only, I have two heavy ecobags both my hands I look back he standing next to my trolley far away waiting for me to get my trolley to the car to load it by my god damn self, I have to bring lift all that heavy groceries at the back of my car and they are very heavy no help at all he just stared at me. These staffs have absolutely no customer service,
No compassion, no proper trainning whatsoever. This is not the first time I experienced this at savemore tiaong.. Maybe this is your trademark who knows, just randomly hire random people without any training. I hope u do something about this because its not helping the already frustrated people that already have to wait 3 hours just to do grocery shopping for their families and employees. Plus its not helping the social distancing if the service at cashier area are manned with very unmotivated, non compassionate workers.

As I remember, others would call her ma'am ada, i'm not sure if she's the head of the security in sm masinag supermarket but she has yellow tag. I know and I clearly understand that they have sop to follow and I really respect that. However, last 04/08/20 it was my first time to be a reliever in watsons pharmacy (inside the supermarket). I leave my bag in watsons branch on the first floor and directly went inside the sup. She approach me there after saying "anong pangalan mo? Alam mo ng dito ka duduty bakit di ka dumaan sa employee entrance. Dapat alam nyo na yan e. Tapos dadaan ka sa entrance dere derecho ka. Para mo naman kaming binabastos nyan e" and many more to mention. I was shock because this is my fist time being a reliever pharmacist in watsons sm supermarket, and I don't know their "sop". I have other pharmacy assistants which she didn't approached like that when they also did the same thing as I did. My point is, she should've educated me of those things cause I already apologize to her because I don't know their standards. She should've educated me not belittle me, because I was naive.

My mother aged 62 year old went for grocery with my niece at SM San Lazaro supermarket yesterday. They went inside and started to queu in line under the senior citizen lane before 7pm but went out of the store after queuing for more than 2 hours. This was because the senior citizen lane was not being used properly as there were many not senior citizens using the lane. She expressed her sentiments and complained that time to the cashier, bagger and security guards but not one one paid attention and heeded her complaint as nothing was done that time and just made her wait her turn in the cashier. The bagger and the guards even mocked her when she said that she would complain, saying: 'aalisin na nga yang senior citizen na yan eh...' and... 'sige magcomplain kayo'...the customer is a senior citizen who is a high risk for covid 19 and they allowed this to happen without doing anything and even insulted my mother. I was not with them yesterday as i am a doctor and was on duty yesterday not knowing that they went for grocery yesterday. This is a clear affront to an old woman trying her best to act proper and civil with the staff acting stupidly unaware of covid 19 global predicament who were absolutely insensitive and rude especially in these trying times.

I would like to make a complain regarding the experience me and my mother had with regards to how the merchandiser poorly handled the issue. We went to s.m. supermarket to purchase 2 pcs. Of 120 Liter Megabox. We asked the lady standing near the area where the boxes are placed with regards to the price. She clearly read the amount on the box (Php 675.75). We asked to get two (2) boxes and went to the counter after looking for a clothes pin. At the cashier counter #8, the cashier wondered why the amount in the system is different than the one reflecting at the price tag (Php 779.75) She asked for help at the customer service to call on the person in charge of the storage box. We waited. The customer service announced again to make a follow up call for any representative. It took a while before someone showed up but that was because he was carrying a box for the customer. He checked the price indicated on the box and was given a print out of what is being reflected at the POS of the cashier counter. He went back to look for the person in charge. We had to wait again. I can tell that there is no sense of urgency on the staff aside from the cashier and customer service who were making several follow-ups. At 1:54 p.m. the merchandiser or person in charged finally showed up. We waited at the counter for half an hour. He gave a very poor manner of explanation. Stating that they had a price increase. My issue is that we waited for quite some time to have it resolved, the sense of urgency is very low and inefficiency in dealing with the customer with regards to their failure to update info and prices. If such price increase occur they should have changed or removed the price tag. Several megaboxes of the same quantity has exactly the same price tag amounting to Php 675.75. And the person in charged dared to say that they had a price increase? After waiting for half an hour? We don't mind about the price being different but we mind about how inattentive and how poorly it was dealt. I hope the issue gets resolved as I do not think that this incident is the first of it and that you will allow it to become a reflection of your company. Thank you.

Add'l info. We visited today Mar. 1, 2020 @ past 1 p.m.

Gooddday., I would like to address to your office that one of your staff at sm waltermart branch is rude I called to ask for my daughter birth certificate that I should received dated Jan 31, 2020 I went to sm waltermart to ask if the birth certificate arrived for a couple of days they said that it hasn't arrived yet but when I called february 7, 2020 the staff on other line told me that the birth certificate arrived I don't know when but it's there and she keep telling me that she is not the one that I had a transaction before ok I got that and I know that! I don't know what comes into her mind maybe she thinks that am angry 😡 but I didn't say any bad words to her or anything an expression maybe because I was waiting for it for a quite sometime and they didn't bother to look for it. And she just hang up on me just like that so rude of her., ! Kindly address this matter I don't know her name but I know you know the schedule of your staff thanks..

Purchase made on Jan 12, 2020 for EQ pants XXXL40 with amount of P421.75 and GreenCross alcohol with amount of P69.75 (total OR P491.50)

I was refused to be given the discount, cashier called the supervisor who also refused. Their reasons being SaveMore's system doesn't recognize discount for diapers. I have been purchasing the same item from different supermarkets in MetroManila, even from SM Supermarket, and this is the only time an institution refused to give the government-mandated discount. As I needed the item already, I had to purchase.

I am inclined to report this to the proper government authority; hence this message is to give SM management the chance to address this situation immediately.

I would expect your prompt attention and feedback.

Mrs. Macatual
[protected]@gmail.com