Clarification from Bouncing Bananas
---------------------------------------------
Dear Fashion Truth,
---------------------------------------------
Dear Fashion Truth,
We have always been an avid reader of your blog and i have just noticed that recently that there has been 2 cases based on The Bouncing Bananas. Im not asking you to take off those claims(cos that would mean they're lying), but i would like to be given a chance to clarify things with these customers here as i believe that there should always be 2 sides to a story.
To: READER 94
Regarding the 2 CODs that we missed, we have already
expressed our deepest apologies as we were having our finals
and the lecturers have sprung last minute workshops and
meetings, and it happened both times too. So we didn't
'ditch' you, we were unable to leave and i clearly remember
texting you about it both times.
As for the free postage, we forgotten that you were buying
shoes instead of clothes (because we usually would give free
pos express) and we definitely cant send your shoes via pos
express. So we decided to cut the RM10 postage price into half
(RM5) instead as postage charges are increasing ridiculously.
We thought that it's only fair that we each bear half the
postage price as the failed CODs were not entirely our fault.
And yes, the wrong size sent was definitely our fault, we admit
to that. We got mixed up somehow and it's no excuse so
we're really sorry for that. But we cannot give a full refund as it
is against our policy so we suggested that we COD to
exchange for the right size instead (as postage is very tedious,
time consuming, and costly). And after we decided to COD
for an exchange(supposedly on Saturday), you suddenly
informed us that you do not want to exchange the size
anymore.
I mean, we did try to fix things even after all our mistakes(for it
was a busy time with 3 final projects on our hand) and we did
make an effort to try to get the right size for you, but you
declined in the end.
And i would like to make a NOTE here that we DO NOT
photoshop our photos at all (except to place the wordings in)
and our photos look the way they are as they are taken with a
Nikon D40x at a very high resolution. And i disagree with you
quoting that "their way of replying customers can be harsh at
times", we tried to be brief during a very busy class and it
might have seemed harsh to you but i can assure you we were
not trying to be rude in any way.
We're sorry that you had a bad experience with us during a
time when we're over loaded with finals and i understand if
you will not want to return to our site again.
But im writing this just to clear things up as i do not like being
But im writing this just to clear things up as i do not like being
on bad terms with customers. Thanks for at least voicing it out,
now we know and we will try to work on improving our
services. :) No hard feelings alright?
Cheers.
To: Reader 93
Well, i do not want to argue with you on this point but i
believe i have given you the measurements for the item and
we really can't arrange a COD just so that you can look at the
pants and decide weather or not to buy. Our online business is
not a huge one and we are busy students, you hav to
understand that. If you want to look and try on clothing, there
are malls for that where people sell skinny jeans almost
anywhere.
The concept of an online blogshop is for you to buy what we
have correctly and accurately stated on our site. I believe that
if you ask most other blogshops, no one would allow you to
look at them item on a COD and then decide to buy it or not.
I know a few or so who do allow you to go to their house and
try on their garments before buying, but you have to
understand that we have different policies and we have the
right to allow/disallow it. As for our case, we don't allow such
a thing. It's just like how when you do pre-orders, you hav to
rely on the images and description, you cant order and try on
first before you decide to buy. It's unfair to the seller as they
have spent time and money to attain the clothing item.
Regarding what you said that our picture is insufficient, i beg
to differ. How different can a pair of jeans look? Our other
customers were able to clearly decide that these are BLACK,
SKINNY CUT JEANS. We did mention jeans, so it's definitely not
cotton. It's denim.
And i have given you the exact measurements of the size that
And i have given you the exact measurements of the size that
you enquired about. So i really dont see a point of lodging a
complaint regarding our policies because every blogshops
have their policies, you just did not take the time to read our
Terms and Conditions.
Posts
10 comments:
hey there, don't mean to be rude or anything but i have always believed in the term 'customers are always right' so you can't exactly blame them for complaining about what you have done there. :) as for your busy schedules, opening a online shop takes a lot of commitment and time and that shouldn't be an excuse if you planned to open an online shop right? :) anyway, i want too, wanted to purchase that skinny jeans of yours but the pictures weren't exactly very clear to be honest. just voicing out my opinion ;)
As much as i understand the seller's explanation, i don't think that bb actually appreciate the buyer's difficulties(especially to reader 94). Yes, it is not bb's fault that there were sudden last minute workshop, but reader 94 should not have been charged at all for the postage as she have been 'ditched' twice for COD. Surely bb can pay for that RM10 postage to compensate for reader 94's time and the fuel used to get to the COD areas. Even after that, she got the wrong size! Although bb offered an exchange,it's understandable why reader 94 decided not to take it anymore. After receiving such lousy service,any1 would lose their trust and credibility. As for reader 93,she may not understand your store's policy,thus her request. But there's no need for sarcasm in bb's reply. I quote - We did mention jeans, so it's definitely not
cotton. It's denim.
It sounds to me that bb's explanation for both readers are rather sarcastic and defensive, placing all the blame on the buyer instead of herself. Please put yourself in their situation and think about how u would react. It may not be bb's fault entirely,but it is definitely not the buyer's fault either.
Sugar Rush:
I want to be clear that im not blaming anyone for our mistakes, but i just want them to understand (and everyone else too) from our point of view. Yes, we believe in giving commitment full out,we always have, but that case happened during a time where we were unfortunately in a really hectic and bad time, and we truly regret it.
Li:
As to reader 94, we were really sorry and regret whatever that happened. Ive taken the liberty to email her as well and will make sure that this would never happen again in future. And yeah, if i were her i think id be mad too, who wouldnt? XD
And as for Reader 93,yes that sarcasm was intentional because we've taken the time to explain things to her since i dont think she understood our policy. I was hoping for a reply where she could suggest otherwise, a more conventional way to settle the issue but she got angry and lashed back with a rude reply and of course, here. Not that we really mind since we have nothing to hide and we were genuine when we say we want to give our customers what they need. So, im not blaming her either, i just wished she could have at least been a little more understanding.
Thanks for the opinion girls, appreciate it. :)
"you know what nvm alright.
Since I've asked for extra detailed pictures, u girls said no."
People, is this a rude reply?
Well that was what i exactly replied to BB after they sent me that email about no COD's and what i get is what i se and so on.
As quoted by BB "she got angry and lashed back with a rude reply and of course, here."
First off, As i'm said, I'm just getting advise, I didn't even swore or be rude at you. Its all just ADVISE alright.
If you think i'm all to blame, Well I'll just apologise to you.!
Sorry BB.
Because all i've asked from the very beginning was a picture for the more detailed looks of the jeans. Please use ur right words, measurements? Yes you've given to me, put urself in my shoes, and tell me what you provide were they sufficient?
"As the pictures they had were just two, and is not able to see the very details of it." this was what i wrote.
Hey, Since when FT became a place to insult or whatever right word that is used here.
because i've said "I know the blogshop owner would know who they are, but please understand i'm just getiing advise here."
don't you both Michelle understand the meaning of "just getting advise here".
Gosh. before you shoot me back again, read properly on what i've said.
I've personally shopped with BB twice but both with a few items. (I kinda forgot what I bought. XD) I have to say, I was pretty shocked to read complaints from your buyers because you were very friendly. (I mean Michelle Masri as I have only dealt with her both times) She wasn't even pissed when we kept arranging COD over and over again. As for the picture part, it may be sufficient enough for others but some buyers are a tad too picky but wish to save the hassle of trying the item in the mall. Probably a photo or two in future if they request perhaps? Just a suggestion. :) AND YOUR TEES ARE SOLD OUT AGAIN!! URGH!! >.<
Okay, Michelle Masri here hehe..
thanks Mch.lle for your support. Hmm.. honestly, this thing is giving me a headache LOL!
Right, ying we are not blaming anyone here right now, no one is right or wrong right? Well, maybe it's just our stressful month or something which is not to be blamed on anybody even you, even any readers and even on us.
Do understand that we would love to serve you girls as best as we could, but sometimes things aren't that great as we expected. Do understand that we're design students, and most design students don't get sleep (LOL okay, what does this has to do with this topic..) Maybe it's just the way you said "So I asked nicely" for your part, and our reply was labeled "
but all I GOT REPLY WAS THIS," It hurt us in a way that it sounded rather harsh I guess, coz it made it sound like the way we replied you was unacceptable and mean. Also when you said
"Please someone Can you tell me, do I have the RIGHTS to take a look at the pants, I mean all i wanna look at the very details, but my chances of buying is HIGH!" that we could feel a tinge of unsatisfactory already. Since you asked the other readers whether you have the rights to do meet up without buying items for sure. Well, as we have stated that different blogshops have different policies, so we kinda find it pointless for you to ask other readers of what they think of your rights dear.. Although we might love to do a meet up with you, but we would not like to stand a chance of being disappointed for failure of doing a COD. This is because it's pretty hard for us to find transport as both of us have not have the ease to drive(no car, one more no license haha).. As for measurements, yes we have given you and it might not be sufficient, but there are other ways such as you giving us your other denim jeans measurements instead :) We do that and we would compare it with our jeans, with that we would be able to know approximately whether you would be able to fit.
Whatever it is, I would like to end this now as we know FT isn't for insults right? Just to let you girls know that we're not insulting anybody alright. There could be nerves, so called PMSes and all (I dunno la, just saying :P) but whatever it is, I'd like to apologise on behalf of BB for all the troubles. If you are still interested somehow (though if I were to be in your condition I'd just say "ugh, forget it" LoL), do give us your measurements of your pair of jeans. It will help :) And anyway, our denim is slightly stretchable.
Additional to sugar rush: Customers could be always right in SOME REAL shopping shops, but as we're still students and we're not trying to make a living out of this, maybe discounts on our normal shopping days lah, but not a permanent monetary source. Just imagine having to order clothes from uh.. I duno, Cat's whiskers and they deliver to you and you thought twice and said "uh actually nvm, I changed my mind.. sorry yea" Just incase la, but that would hurt right? Hehe.. just something I thought of, hope I didn't offend anyone
As for the rest, we do try to put ourselves as in the customer's shoes, because we ARE customers too.. But it's not always that we are able to fulfill customer's wants. We are 3rd year design students who are pretty much dying LOL, and we also still have to keep our blogshop alive, taking pictures, going to suppliers and all. I know it's our own choice to do this, we love what we choose to do! But we'll need your support girls :)
Even though some of you cant put yourselves in our shoes, but you can try getting too little sleep,all work in 3-4 days and still serving you girls.
I do hope you girls wont turn away from TBB, coz we would like to apologise for all misunderstandings and we would love to serve you girls better.
Thanks ya
To Mch.lle : Great suggestion dear, we do that sometimes.. just when we're really free, since this month's our finals :)
aah! so long winded LOL!!!
END NOW!
THX! =)
<3
Michelle Masri
The Bouncing Bananas
Oh oh! Now I remembered! Mch.lle ! Bought 2 waist clinchers, 1 Ms. MNG right? hehehe..! And more tees coming on early January dear! Will be going overseas on December to get some tees for you girls :) Do take note!! Tee Hee! :)
Haha. Now i remember too! And a black bag!! (which kinda look disoriented now due to over usage and over load) LOL!! I shall pen it down then. Make sure you bring back cute tees!! Teehee! And one that fits a UK 4 perfectly. >.<
perhaps a little late to the game? but aiya i just felt like saying something. from my experiences with TOA students they're either super free (very rare, this) or extremely, extremely busy. i don't think you can call them out on the commitment issue as they have classes at all hours of the day, sometimes very last minute-ly arranged as well. i mean, i salute them for even being able to deal with MOST of their customers -.- i'm on holiday now and i don't think i'd be able to handle an online boutique even with all of the free time i have, let alone having to juggle customers and uni work. but of course, that's just my opinion.
honestly it is very easy to make mistakes, it's not like design students (and, frankly, students in general) have so damn much free time to slowly check over everything to make sure it's right. have you ever misread 38 as 36? not saying that's what happened, but it could happen. so it was probably an honest mistake, and i don't think it's an accurate reflection of the blogshop owners' customer service. to the person talking about postage, RM5 is a lot :P can be one meal already you know. design students have to pay a LOT for material etc. sometimes they even have to buy freaking dSLRs! they aren't exactly dripping with money hor.
and you all talk about understanding the buyer's point of view right. i think (note the word THINK, as in, my OPINION, so don't say i'm wrong or whatever) the buyers aren't really trying to understand the sellers' point of view, so why should the sellers be that nice to the buyers? the customers may always be right in a situation where they are purchasing items from an established retail outlet, but in online businesses like these, it's not done face to face, so people take liberties. they act unreasonable. because THEY think they are always, absolutely right. even when they're not.
wah i very cheong hei hoho.
Mch.lle: Will do dear! Will bring it from overseas on december holidays :) will be out for you girls early january :)
Kero Ong: Thanks dear :) You seem to understand toa students alot hahaha! And yup, its true about the DSLRs... and that's what we use to take our photos for the bouncing bananas as well.. :) anyway, thanks for your support ya! :D
Post a Comment