Bad experienced with GemFive marketplace
The story started herewith I’d bought some organic product from one of the merchant which they advertised their product in GemFive and 40% discount code being given, so as a big brand under Hong Leong Group, I trust that it should not have any problem for me to do transaction on this platform, so I make my order and use the discount code given, maybe is not my luck and at that point of time, their mother company system is down (Hong Leong Bank online) after tried several times, still no luck to transact it, but the system is so smart to reserve all the fail transaction stock quantity until the website show out of stock for certain product which I like to purchase of. That’s fine, it’s a way of security mechanism to product the buyer orders.
After this I tried on another payment method to make payment which is the HLB credit card, again, i have no luck to received the 3D verification code. At the end I had to give up to use my HLB credit card, and try my luck with another bank credit card, yes, it was success. All this happened on 12 Jun 2016 at the night time, that’s no any support or customer service at this point of time for you to get in touch of. This is a very bad experiences as a buyer, we really hope that we can get immediate response or maybe few hours delay email reply whenever we need help, but as a e-commerce platform, that’s no any support which able to get at this point of time.
Everything was done and I expected to get my order update maybe 1-3 working days and shall be receiving my product after 3-5 working days. Unfortunately, I never get any update from them after 8 working days or 10 calendar days. That’s no any update not even the tracking code has been provide and after 2 working days of my order, i email to their lovely customer support, and I get the reply where they
“Please be informed that your order is still being processed by the merchant as the standard delivery is within 3-5 business days as stated on our product page. You will receive an email from GEMFIVE provided with tracking number once your order is shipped.
If you need further assistance, you may send us an email at [email protected] and we will do our best to assist you.”
Than I wait another 3 days where i emailed the CS again to check the order update, the following reply given.
“We would like to inform you that your items has been packed by the merchant and it’s ready for delivery via Kangaroo Worldwide Express. You will receive an email from GEMFIVE provided with tracking number once your order is shipped.
If you need further assistance, you may send us an email at [email protected] and we will do our best to assist you.
For additional information, please check out our help centre found at the bottom of www.gemfive.com main page.”
On 18 Jun (which is about 6 days after) I sent another email to the cs and get the reply
“Please be informed that your order is still being processed by the merchant as the standard delivery is within 8-10 business days as stated on our product page. You will receive an email from GEMFIVE provided with tracking number once your order is shipped.
If you need further assistance, you may send us an email at [email protected] and we will do our best to assist you.”
Their policy change from 3-5 days to 8-10 business day just within few days time, but the system still showing 1 – 6 business day to all major city in Malaysia. I am not sure is their management make the changing because of that merchant or their customer service change the policy by them self without inform their IT to update the website.
Finally on 20 Jun 2016, the customer service provide me the tracking code from Kangaroo Worldwide Express with the tracking link, even after 2 days the tracking code given, I still not able to track the delivery.
