I had the most facepalming customer service experience with Watsons.
Well, basically I want to buy my essential stuff like toothpaste, toothbrush, etc from Watsons online store when they are having 12.12 sale. It turns out that their cart automatically added Whisper sanitary products into my cart and I couldn’t check out because it has too many Whisper sanitary products which I do not need. I suspect it’s because of the “Buy 2 Get 1” promotion that Whisper is having and Watsons e-store can’t handle it properly. Really bad error handling and user interface too, given that I cannot remove any Whisper items without it automatically adding more items to make it in multiples of 3.
So I dropped them an email which they didn’t reply. Fortunately they replied to my Facebook messages. After asking them for 2 days, they still couldn’t remove my Whisper items in my shopping cart. I’m concerned if I can still use the “1212BEST” promotion code (S$32 off for purchases above S$120) that is for 12.12 sale and the customer service person just reply, yes you can still use it. We just checked it. After the second day of waiting, the items are still not out of my cart and now the promotion code is not working.
Oh, the funniest part in the whole conversation is not about me missing the promotion. It’s more about adding 6 Whisper sanitary products in my cart – basically 9 to 12 months supply of sanitary products (because each packet has 14 to 24 pieces of sanitary pads). Seriously, who ever buy so much sanitary products at a go? Oh, in order to remove the items in my cart, they asked me for my userid then my password. Seriously, you need my password just to remove the items in the cart?
That really got me concerned if this is how they operate. So I emailed their DPO (Data Protection Officer) to ask what personal data they collected from me and how do they protect my data. Let’s see if they will reply me.
Now the really sad part? I have to go to the physical stores to get my essentials now and carry all my items back by myself. No shipping of items at my doorstep anymore…