bussiness complaint

One day Mr. Yoga bought furniture in the form of a bookcase in one of the furniture in the Jakarta area called Furniture Abadi. Mr. Yoga ordered the bookshelf on Saturday, October 6, 2018 through online on the Furniture Abadi official website, but when the goods arrived at Pak Yoga's house, the items sent were not in accordance with Mr. Yoga order and there was damage to the foot of the bookcase.

1.

Complain I

Mr. Yoga feels disappointed over the negligence of Furniture Abadi in checking items to be sent to customers. Mr. Yoga feels disappointed over the negligence of Furniture Abadi in checking items to be sent to customers. 

Furniture Abadi employees: Good afternoon Abadi Furniture is there anything I can help?

Mr. Yoga: Good afternoon, I am a yoga customer who on Saturday 6 October 2018 ordered goods in the form of a bookshelf through Furnite's Abadi official website. But when I received the item it was not in accordance with the order and after I checked it turned out there was damage on the foot of the bookshelf.

Employee 1: Good sir, thank you for reporting this incident, for a more clear complaint please come back to our office to meet with Banu as one of the employees at Furniture Abadi for you to explain in more detail about the damage that happened to the item you received.

After reporting the problem by telephone, Mr. Yoga photographed the damaged leg of the bookcase to later prove to the Abadi Furniture party.

Complain II

On October 8, 2018 to be exact on Monday, Mr. Yoga came to  Furniture's Abadi place to make complaints more clearly and met with Banu as the employee who received the call when Mr. Yoga made the initial complaint. After, meeting with Banu Pak Yoga provided proof of purchase along with a photo of the damaged product. But at that time Mr. Yoga's complaint process was not processed directly, Mr. Yoga was asked to leave his cellphone number to be contacted again.

Complain III

Seven days later, Mr. Yoga did not get news from Furniture Abadi about the complaint process he delivered. Finally, Mr. Yoga decided to come back to Furniture Abadi to ask about the complaint process. When he arrived at the Furniture Abadi, Mr. Yoga decided to immediately meet with the owner of Furniture Abadi.

Yoga: Good morning sir, can I meet the owner Furniture Abadi?

Employee 2: Good morning sir, do you have an appointment in advance?

Yoga: not, but a week ago I came to complain about the product that was sent on Sunday, October 7, 2018 but until now there has been no news on how the process will proceed.

Employee 2: who was with you before?

Yoga: With Yoga.

Employee 2: Okay sir, I check for a while.

Then, Mr. Yoga left the customer service desk. But after half an hour waiting for Mr. Yoga not to get certainty from Furniture Abadi because  Furniture Abadi employees are still waiting for approval from the owner of Furniture Abadi.

 Yoga: How about mas, I have patiently waited but there is also no certainty. I want to meet with the owner of Furniture Abadi. I complained for a long time but until now I have not received certainty about the process of my complaint.

After Mr. Yoga met with customer service to ask for certainty again, finally Mr. Yoga met the owner of Furniture Abadi. Owner Furniture Abadi offers to replace the damaged product with the same product that day and Mr. Yoga agrees with the decision taken by the owner of Furniture Abadi. The owner of Furniture Abadi apologized for the incident experienced by Mr. Yoga.

2.

 At lunch break, the employees talked about complaints from customers who claimed the product they bought was damaged. One employee told me that this morning there was a customer complaining about a broken bookshelf product named Mr. Yoga. The customer had come to the store twice and his second arrival this time with an angry face wanting to meet with the  furniture abadi store owner. And finally the furniture abadi shop owner met with yoga and apologized for the damage to the product in the countryside when sent to the house of the Mr. Yoga and replaced the new bookshelf product.

3.

The next day Mr. Yoga complained that the product he sent was damaged. Owner furniture abadi held a meeting with their employees to discuss the development of their furniture stores and products. On October 15, 2018 at 10:00 the meeting began which was led by owner furniture abadi. In his meeting discussed several things. Owner furniture abadi instruct all their employees to check or check all products, especially on shipping between products so that when the product is delivered to the customer’s home the product sent does not occur.