HKTVmall - Amazon for Hong Kong?
Red Taxi, Green Taxi

HKTVMall - customer service

A small follow up to my post on HKTVMall. 

Just to say that their customer service really isn’t great.

I ordered something that was supposed to be available within 4-7 working days.  Then just two days later I noticed that they had updated the order with a delivery date - the following day, at a time when no-one would be home.  So I contacted their customer service.

I opened the chat window and entered my question.  And waited.  And waited.  It took about 25 minutes for someone to respond.

Me: I notice you are planning to deliver this item tomorrow.
HKTVMall: The item will be delivered within 4-7 working days
HKTVMall: Monday to Friday
Me: That’s fine, but your website shows that it will be delivered tomorrow and no-one will be home
HKTVMall: Please wait, I'm checking the item.
HKTVMall: The item hasn’t arrived in our warehouse.
Me: So the information on your website is meaningless?
HKTVMall: The item hasn’t arrived in our warehouse.

That might look like a brief conversation, but it actually took 20 minutes (after the 25 minute wait for someone to appear).  To achieve precisely nothing.

Someone must have decided that they were planning to deliver it the next day, but apparently this information isn’t shared with their Customer Services team.

Needless to say, they did try to make the delivery the following day, and no-one was home.

I’ve had other deliveries that have been later than the (4 hour) timeslot, and others that have been several hours early.  And the previous time I tried to contact their Customer Services it took one hour for them to respond, by which time I had given up (but I hadn't closed the chat window, so I know how long it took). 

Quite a lot of work to be done on customer service, then.    

Comments

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Fanny

I am using hktv mall app...today items delivered to my home but after checking. It was incomplete. I tried finding contact support...non in the app

Can somebody tell me where can I find customer service? And why the app don't have a button for this?

Chris

In the app I think there's an icon with a headset and then you can select the problem (e.g. "Orders That Already Been Delivered") and then select the order.

To be fair, I generally find their Customer Service quite good (though I wish I didn't have to contact them so often).

KWL

Did my first order two days ago and received delivery today. Of the two items ordered, one was wrong! A 128G xd card turned into a face mask package! A very simple order and they could be so wrong. Tried to chat with MallMall online, which is in beta mode. That was a real waste of time. The only other choice left is to file a report of the issue online. It says it will take 2 to 4 days... It certainly is not a pleasant nor satisfactory experience. Think twice before placing your order.

Chris

Yes, the online chat can be super frustrating, but I have to say that every time I have logged a problem report with them they have responded quickly and done whatever was required to make it right.

Personally I will continue using them, because (1) some good products and good prices, and (2) any competition for the PnS/Wellcome duopoly has to be encouraged!

Lam

This is a typical sales focus company. Their only focus to create sales and not caring after sales comment. It took me a while in their website and app to locate Customer Services. I just want to return an item. The hotline has no one to answer.

Steven Kohl

I recently purchased a an AKAI dehumidifer through HKTV Mall - my first transaction with them. It has without a doubt been the WORST retail buying experience I have ever had. I would strongly suggest you forego any temptation to purchase thinking you're getting a good deal because the old axiom where when it sounds too good to be true it probably is is no more true than with HKTV Mall.

So lets got down to what happened -

1) I placed an online order for a dehumidifer. It was delivered as promised on the date and within the 4 hour delivery window as promised. There is where the good news ENDS.

2) Upon removing the appliance from the packaging, and plugging it into the wall, the power went on without me touching any button on the appliance. Definitely odd! The unit then illuminated in the area where you are supposed to see temperature and humidity reading, 2 simple blue dashes. The only other mysterious thing happening was that the red tank fill light was illuminated. This was odd since the unit had nver been operational and thus, had no water in the tank.

3) I then did what most normal folks do and read the manual that came with the product. I then sought counsel from any number of chat boards online. I couldn't see any reference anywehre to this specfic problem.

4) The following day I phoned the warranty service provider (who represents the mfg - AKAI here in HK) seeking counsel on what to do. After explaining the situation, the CS representative suggested I contact HK TV Mall and have the product returned.

5) This is where bad went to worse . There are no clear or readily accessible ways to contact HKTV Mall. I know I've tried and tried. You'd think an icon of a headset would do it justice but that just sends you to a Bot and a whole slew of options - none relevant to just simply chatting with somebody that could help with a technical problem. I followed the suggestion of the warranty firm and filed the paperwork outlining my experienced and how the product didn't work. After a week or so, I just received a one line email that said "rejected". No mention of why - just that the vendor who actually sold the product thru HKTV Mall rejected it. I looked for more details (including an an email that was supposedly going to include more detail) - only the world rejected on that one too. What's noteworthy about this is what online retailer defers to the vendor on when electing to accept a product return. What ever happened to the customer being always right? Here is a case where HKTV Mall is selling products and not supporting them.

6) I have now sent an email (I found a contact form) to HKTV Mall laying these details out and asking for suggestions on what I"m supposed to do. We're a week in and after spending 5 or nearly 6 hours on this, I've got a box with the product in it that plain and simply doesn't work. If you're not going to refund my money, replace the product or get it fixed.
I will keep you all apprised on the next stage of this never-ending saga.

Chris

Their customer service continues to be very variable, and it can be very difficult to contact them if you do have a problem.

And they do refer complaints to the vendor rather than taking responsibility themselves.

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