SM Supermalls
Reviews and Complaints

Ang asawa ko ay isa sa nga nagtratrabaho sa building na to.. Parepareho nten alam na iisa ang canteen at halos lhat ng tenant gumamit nito bakit hinahayaan neu na iseserve ng mga tao sa kanteen neu ung pasira na.. Minsan sinasabi pa nila na "pangat".. Dati din ako nagtratrabaho sa building na to.. Pero ung nanyari sa asawa ko na ng karoon ng ACUTE GASTROENTRITIS/FOOD POISONING dhil sa hinanda ng tao neu sa canteen na PUTCHERO na iba na ang lasa.. Ngaun ang asawa ko nka bedrest ng 3 araw dhil lng jan..see the attachment ng medical cert nea.. Khit tumawag pa kau sa clinic na yan..

I would like to complain the one staff na naka assign sa SM URDANETA (Urdaneta City, Pangasinan) under BURLINGTON ng DEPARTMENT STORE . Her name is MARHYRROSE VERSOZA.
Last December 1, 2018 namimili aq ng socks for my young son ng nagtanong ako sa kanya kng anong brand ang mas maganda den suddenly bigla niya kinuha ung hawak kong mga socks den sabi nia is dun na lang kyo bumili sa palengke, nasasayang oras ko sa mga tanong nio, , kung bibili kayo kumuha na kayo hindi ung napakadami niyong tanong ..sabay talikod at sinabi pa na bwisit, , dat tym di ako nakakibo.. as far as i remember dumaan sa training ang mga empleyado ng sm, , pero bakit ang ganitong tao pa ang mambabastos sa mga bumibili..
Ang bastos niya, kng pwede sana tanggalin nio na lang siya sa sm urdaneta kc we have the rights na magtanong pero sa pinakita niang ugali pernabastos kami..
always kmi pmpnta sa sm with my family pero hindi namin inaasahan na may empleyado kayong ganito ksama ang ugali

#[protected]
Urdaneta City Pangasinan

*****Im looking forward na mabigyan nio ng action ang complaint naming ito ..Please relieve this employee MARHYRROSE VERSOZA dahil sa msamang pakikitungo sa mga customers ng SM Urdaneta

This afternoon about 1 pm, November 24, 2018, i was going to SM palawan remittance to send money from here in cebu to cavite, the girl on duty ask me (visaya language) obviously i cant understand, so i answer "sorry tagalog" then she just said "bakit kayong mga tagalog hnd marunong magsalita ng visaya, bakit kami pagpumupunta ng manila nakakapag salita ng tagalog"., so i answered "sorry ms. bago palang kasi kaya hnd marunong". and just continue speaking nakakainis kayong mga tagalog kasi pagkayong nandito samin nahihirapan kami kasi kami nag aadjust, naiinis na talaga ako sa inyo". then sumagot nako na ms. diba parehas naman tayo pilipino sana bigayan lang kasi wala naman kami subject na visaya"., she said "so dapat pag aralan nyo yan naiinis talaga ako kasi pag kami nasa manila niloloko nyo pa kami na matigas kami magtagalog.. then that part ask her na "so gumaganti ka ngayon sakin, . then she said "oo kasi naiinis na talaga ako sa inyo... that is the last time that i never respond and just walk out after the transaction done.

I only share this experience to your employee that if she has a personal problem with tagalog or what ever personal problem she don't need to do it to other people, because the fact that she didn't know me, and she spoke thing not related to her job.
so she has no reason to speak to me like that way.

Please see attached photos of remittance slip signed by your employee.

It happened around 5 this afternoon (11.22.18)
It took for almost 30 mins just to put our groceries in the box. We're the only ones who looked out for a box because baggers kept on ignoring the cashier. They even ignored us.
They kept on saying that they are not assigned in that area.

Just because they have their designated areas doesn't necessarily mean that will not help out other customer.
They are working in the same store!

Hi, me and mt boyfriend went to SM mall of asia to buy some maternity clothes. At the cashier when we are about to pay our bills, i told the lady cashier we will use the one thousand gift card and gave it to her. Then, when we are about to pay the excess bill which was 1, 349.50, we told her we can give her 2000 PHP plus 149.50 in coins since I believe SM is encouraging customers to use coins. To my surprise, she frown alot to me and my british BF saying hows that possible and shes not understanding the instructions. I told her to simply punch 2, 149.50 so she can come up with a change. After doing it, all she did is frown. We even say thank you but I guess your crew does not even know to say that. Shame on her and hope the management look at the attitude of your sales personnel. She never explain the voucher promotion attached in the receipt like other SM branches do because shes mad. She's so annoying and stupid.

The people in the customer service area is exclaiming that service is offline for paying bills. It's 12 o'clock in the afternoon where we are in a rush and they can't even provide us proper explanation why isn't there any attendant in the service area other than the cliché reason of having an "offline service". The computers and service TV is on, displaying the current foreign exchange rate but there is NO ONE INSIDE TO CATER OUR NEEDS. COME ON SM, YOUR SERVICE IS BETTER THAN THIS!
This is the only place where we could pay our bills because our town is far from any major cities other than here. Please make something happen and let this SaveMore branch know that we aren't that ignorant to be treated like this. Now we can't pay on time!
Edit: They're saying the one assigned here is on lunch break. Seriously? No one to replace or no second personnel for here? 1 hour? Really?

I write to report the unfortunate incident that happened October 20, 2018 at 9:30 pm with Ma. Rowena A. Fallado.

It was before 9:00 pm when my daughter went to the Customer Service area of SM Makati to claim her concert tickets for October 28, 2018. When she handed her number, she was told - "ay magsasara na kami", but then my daughter said that it wasn't 9 pm yet and they're supposed to be open until 9 pm. And so they accommodated her. She called my at 9:00 pm that I was needed there to present the credit card I used in paying the tickets online. From Glorietta, I went right away to the Customer Service and presented myself as the card holder, together with my credit card. My daughter borrowed my phone so she can e-mail her voucher to the Customer Service, as they cannot accept her voucher, screen captured on her phone.

Minutes later, as we were seated, a lady in blue approached us, apologizing for the delay for they were having trouble printing my daughter's concert tickets. I asked if we have to come back again another day, she said that it will only take a few minutes since they already e-mailed the department concerned with concert ticket printing. I asked for an estimate of how many minutes we will be waiting. I told them that my husband went out of the parking already and was just roaming around the area, waiting for our call to pick us up.

Then this Ma. Rowena Fallado butted in and said - "ACTUALLY, HINDI NA DAPAT TINANGGAP ITO E, IN-ACCOMMODATE LANG NAMIN."

This flared me up! Just because you were having trouble printing my daughter's concert tickets, ISUSUMBAT nya sa amin na hindi na kami dapat tinanggap! Sana hindi na lang nya kami tinanggap in the first place, kung ayaw nya or kung hindi talaga pwede. It wasn't 9:00 pm yet when my daughter approached their counter. They were supposed to happily serve us still by then. It wasn't our fault that they had trouble printing my daughter's concert ticket and they're going to retract to us by saying that statement. We were willing to wait for we do not want to go back there anymore before the concert. I just asked for how many minutes so I can update our status with my husband, who was driving around the area waiting for our call.

I believe Ma. Rowena Fallado is not just a customer service staff, but belongs to a higher ranking position, based from the color of her uniform that time. But her statement lead her staff down to a customer complaint. It seems that her staff handles customer way better than she did. She is not a good example or a good leader to her subordinates. She needs training in handling situation like ours. I wasn't even raising hell before her statement. I was just merely asking. I raised hell after her statement. I am sure you would too if you were in my situation.

I am a prestige cardholder of SM. I hope you attend to this matter as Ma. Rowena Fallado does not deserve to represent your company.

We have encountered problem with oyr washing maching. The tub for washing is not working anymore due to broken timer dial. You will need to gently move the dial to make it start. Once started, the spin of the motor is only one-way. Normally the motor would spin-stop- spin the other way..

We had a schedule with the technician but always call when all of the people in the house are out for work..we set a date to have the washing machine fixed. Technician did not arrived on time after waiting the whole day.. As of now for the 2nd schedule, we asked if the technician would come in the morning as we still have activities in the afternoon .

I bought a couple of things at the SM hypermart in Cubao along EDSA (near P. Tuazon). Upon checkout, there were about 10 customers in line at the cashier serving customers with only a few items. In the row of cashiers, there was one cashier at the courtesy lane with 1 customer, 2 other cashiers with no customers at all, for the big cart lanes. So we asked if we could pay in the big cart lane since the cashiers were literally just standing there doing nothing. And they said we couldn't. Because it was policy.
So we asked to talk to a supervisor.
Who said the same thing.
It was the ONLY thing they could say, by rote, on repeat.
When I asked if following the policy, meant it was ok that 10 customers would be waiting in line with 2 free chairs, she said yes. (Opo, kasi ganyan po, sinusunod po talaga yung policy). In fact, she added that we were not the first customers to complain ("May mga customer na rin po na nagagalit sa amin tungkol diyan").

So, I asked,
If customers have already complained, what have you done about it?
What can you do about it now? Can't you open other lanes? Transfer the cashiers not doing anything in the big cart lane to other lanes? Just let people through when there were absolutely no customers coming through or even approaching the big cart lanes?

She could not answer any of these questions; so maybe you can answer these instead:

How is it good customer service to make 10 people wait in line when you have 2 cashiers NOT DOING ANYTHING and 1 cashier with only 1 customer?

Can't your customers be more important than your policy sometimes, especially in this instance where there was barely anyone buying anyway?

I know you're a huge conglomerate now, appearing in the Fortune 500, with your founder actually making it to the list of richest people in the world, and that one customer doesn't matter to you (amongst the many millions that you have).
But, didn't you start out as a small shoe store in Manila? Surely your customers mattered then. It's sad - and ungrateful - that they no longer do now.

- E.

ps.
I'm attaching a picture.
Note that in the picture, there's only one line. All the other lanes - a couple of them with standing cashiers - are empty.

Hi my name is Liza M Sangual a prestige card holder member i travel almost anywhere of the philippines and a loyal SM customer then i encounter just today at around 5:30pm at SM savemore Naga Cebu Branch first i observe that the wet market area smells so stinky...most of the the employees are not that helful some are busy chit chatting but i still continue on buying i was fall inline at the courtesy lane counter i was surprised that the cashier fail to give priotities to prestige card holder and prioritised a customer who claim that she is senior citizen but fail to gave her identification and card. What the hell had happened to this branch i try to shop most of my need at any sm store just to sustain my prestige card but this service is what we get from this certain branch. It was cashier Cherry Mae Tapinit i think who needs more training when cashiering at a priority counter i ask the attention of the manager but the manager stay still on the customer service counter. You may think why this branch fail to get higher sales its just because the manager and the management fail to meet the customers need, , you should take actions specially at the wet market section that is not supposed to smell bad odor to avoid contamination but your manager did not took any action of it!

The technician in fone style is better than a con artist. I specifically asked to replace the power button and he replaced the whole power switch and costed about 700 pesos. The actual price of the button is 250 and can be mounted easily without any technical support. He then ripped me off after i asked to remove and restore the things he did which costed me 300 pesos because of labor fee. All in all i wasted money, time and effort to go back and forth to the store and gained nothing. Ps. He did not apologize and did not give any eye contact whatsoever. I wanted to complain to their website but its down for whatever reason.

It was Sept. 2, 2018 when we are given the chance to participate in the yellow tag prize lottery. Unfortunately though, when we are about to us the lotion we receive looked at the expiration date of the lotion, the Lux lotion we received is already expired last Feb. 18, 2018. How rude it is for SM to give as freebies such expired items. I am truly saddened and offended. Please take more careful measures in the future.

We went on sm bicutan grocery yesterday and was sold an expired food. Which ofcourse we didnt notice or check since ofcourse its sm who would think that foods might be expired, but when we went home and we ate the food ofcourse which sucks since it doesnt taste good thats the time we checked it and unfortunately food is expired, this is unacceptable we need compensation for this .

Hi SM, 08-05-18 around 6PM we were walking around SM when we saw the testers of the BYS x LUSTROUS. We grabbed the palletes displayed and swatched it on our arms, a salesperson then came to us and told us that what we've used was a good stock. We were trying to explain that it wasn't our fault as the pallete was
A. Out of the box already
B. Displayed together with the testers.
We believed that this happened because of their irresponsibility. I even asked them to review their CCTV for us to only prove that it was really together with the testerst. But then, we felt cornered as we were only students. They were telling us how many days would it take for her to pay for it if the 800 pesos worth of eyeshadow pallete was to be charged to her. It was a burden to us too, then the salesperson heard that one friend had the enough amount for us to pay for it. So, they immediately put the pallete back to its box and guided us to the counter. Without proper actions.
The purpose of this post is not to ask for a refund or whatsoever, even if that would be great. But, to teach salespersons to be more responsible and extra careful.
This was a big blow to us. 800 pesos to us students is not a joke.
This shouldn't be tolerated nor repeated in the future. I hope the management can do something about this.

Dear sm appliance corporate office,

This is richard ocray, on july 26, 2018, I bought csd500sai 5.8 cuft condura ref. I made this purchase at one of your reputable branch, sm dasmarinas.

Initially the service transaction is smooth and I liked the way condura representative assisted me, unfortunately, your product has not performed well or not in good condition, there's a electric ground on both sides of the body, that is after a few days when we start to use the product, this is very alarming for me because there's a high possibility that one of my loveones could get hurt or may turn into serious matter, including death.

I immediately went to sm appliance dasma to report the problem, a problem that I considered as urgent due to fatal malfunction of the product, I spoke to a nice lady and gentleman of condura's representative and finally spoke with sm rep/officer name nelson p. Now, instead of him listening to my frustration and problem he said I can't return it, and then I insist, he said "e di dalhin mo dito, tingnan ko kung makukuryente ako, pagnakuryente ako e di papalitan natin" honestly, I was so mad at him when he told me that totally unprofessional, unethical words. But I told him, " makipagusap ka sakin ng maayos kasi nakikipag usap ako sayo ng maayos. Then the manager pass by and I approach him about the situation, i'm glad he's able to help me out and promise that they will send a technician to chech the product.

On the following day at around 11-12nn, the technician called me, I said i'm still at the office and I asked them if they can go to my house around 3:30pm because i'm still in the office they said no, so we both agreed to reschedule the tech visit thursday aug 2.

August 2, I am waiting for them the whole day and keep on texting them that I have a lot of things to do and I badly needed their tech to chech it they said that the tech will come any time within this day, but the worst is they never come, I recieved a text that they want to reschedule the visit again, but it this is too much! I bought the ref at the most trusted appliance center to think that I am worry free when I need assistance. This really inconvinient for me I am so dissapointed!

I need a refund and I don't want a replacement nor repair the ref.

I look forward to your reply and a resolution to my problem. I will wait before seeking third-party assistance.

Please contact me at [protected].

July 1, 2018
Time of incident : 12:30
Customer : Rasheed Earl Nono
SM Advantage Card : [protected]
Contact Number : [protected]
e-mail: rasheed.[protected]@yahoo.com

There was a large crowd of customers lining up the cinema counters. Enough to block people from passing by. I found this situation very reasonable since it was a Sunday. As I patiently waited for my turn, a security guard immediately ushered us from our previous line to the next because the line was already blocking the mall's pathway. My girlfriend and I was rushed to lead a whole new line next to the ticket counter as Filipinos impatiently asked for their turn because the line got broken. I asked my girlfriend to buy the tickets for the both of us despite the ruckus. We had waited for too long by that time and we were getting really impatient since we were the first customers in line already. However, as we waited still, we have noticed that we weren't being entertained already by the worker behind the ticket counter. She was entertaining customers behind us. We found this very unjust since we have patiently waited for our turn to be called for the last 30 minutes. As I thought of a solution, I asked the worker why she wasn't entertaining us. She answered abruptly and said we weren't following the line and that we cut through the line. However, she told us she'd entertain us after the next customer. There was a tint of hypocrisy in her words when she told us to wait, as if promising to accommodate us but an unlawful prejudice rewarded our patience. We find this incident very unjust and wrong. We have patiently waited for our turn but we weren't given justice. We would like to file a complaint against your cinema service.

Sm hypermarket mall of asia
June 30, 2018
11:15 am
Counter #39

Me with my mom, my sister and my niece are in the counter already paying for our items, the teller already punched 1 item when my mom informed her that she is senior citizen and she has a card. The teller told my mom that she needs to void the punched item first, so she called somebody from the customer service. After 10mins of waiting, this gay guy named "mark" who is wearing an "information sash" approached us. He is not smiling as if we're asking a big favor from him... He looked for the card, and he said, "nasan ang booklet!?" my mom, because she is irritated with the voice of mark answered, bakit ba kailangan pa ng booklet? Then he answered "para malaman kung magkano ang discount" (madiin ang voice nya)... He is arguing with my mom (hindi dapat)... Then my mom (senior citizen), is talking back and he is so mad looking at her... Then after doing his task... He just left...

I did not confront him because it will just add to the commotion... It's good that the teller is kind.. I noticed that she is using her elbow to stop mark...

I suggest that you make a refresher training to the customer service people of sm hypermarket moa branch on what is the proper way of customer handling and what are their duties and responsibilities... I heard from somebody there that all the customer service staff are "masungit"...

Then they will clap and say "happy to serve!"...

Parang hindi yata...

Last April 29, 2018, at around 9:00 in the evening, my son who is still a minor (14 years old) was ill treated, humiliated and even threatened by your Security Guards on duty specially by a certain security guard with surname "Bajo". My son was in summer training with the Wackers Badminton Academy located at Victoria, Laguna when on the said date they went to shop for some items in SM Calamba Laguna. As your store at Calamba was then nearing its closing time, my son rushed to buy a cellphone battery from a store at Cyberzone. Unfortunately, he got separated from his peers and got lost. Thinking that his friends already went outside since they only commuted, he proceeded to the nearest exit to look for them. As he stepped out of the gate the assigned security guard there told him that he cannot go inside anymore since the store was closing. My son tried to explain that he was lost but the security guard told him instead to just wait for them there in the said exit as he was not allowed to go back inside. As my son was worried that they might get out of another exit, he pleaded that he be allowed to go back inside to look for them, but this security guard told him to go to the another entrance and ask there if they will allow him to enter. This entrance is were this Security Guard Bajo was stationed. Your Security Guard, instead of assisting him to look for his friends as he was lost, also refused to let him enter and even argued and shouted at him at a loud voice. A traffic enforcer then noticed the exchange of words between my son and this Bajo, this traffic enforcer advised my son to enter via the Supermarket instead. My son then asked for the name of Security Guard Bajo but instead of giving it he with full of bravado answered "may karapatan ka bang mag tanong hindi ka naman pulis". My son thereafter went to the Supermarket entrance were he later on found his friends inside the mall. When he and his friends went out of the store, my son saw Bajo again and asked for his name. But your security guard instead of answering even threatened my son and said "isa pang beses na tanungin mo" in a loud voice and in a threatening manner while showing his gun. My son experienced emotional and psychological trauma by the way your security guards treated him. I am filing this administrative complaint against these security guards without prejudice to whatever criminal or civil action I may file against them in the future. Please contact me immediately for updates on this case. I am Atty. Giovani Gio G. Baquiran. My address is No. 27 Crisologo St. Vigan City, Ilocos Sur. My mobile number is [protected]. Please give this matter your prompt attention. Thank you.

Hi SM CS Team,
I would like to ask lang naman po kung walang kapalit ang CS assistance during their break time. I came at Savemore Citywalk Tarlac around 1:11 pm today, and sabi po ng isang CS assitant babalik daw ng 2:10 ung sa payment services, ask ko lang din kung di ba sya pwede magassist sa customer ehh nakaupo lang nmn sya doon, and sarcastically nya lang sinabi na 2:10 pa balik nung kasama nya. wala man lang "sir pasensya na po nakabreak po yung magaassist sa inyo". hindi naman ako mageemail kung maayos yung pagkakasabi nya. Hope this message will improve their services.

Thanks,
Don

I would like to file a complaint regarding staffs of savemore paliparan (beside san marino village paliparan). Everytime po na nag grocery ako since savemore ang pinakamalapit sa place ko, lagi ako nadidisappoint. Napakabagal magsikilos and laging nakasimangot karamihan sa mga staff. Mas madalas pa na nagchismisan sila instead na mag assist. Walang manager na nakabantay so wala din makausap pag may reklamo. Yung mga items lalo na mga appliances napakadumi and super alikabok. Yung staff na naka assign sa chicken and meats napakabagal kumilos and hindi maayos ang service. I'm hoping na masolusyunan nyo yan. If magpapatuloy yang hindi magandang service much better na mag grocery nalang ako sa iba kahit malayo at least maayos ang service at maayos ung mga items.