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.
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 Mr. Banu and Mr. 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.
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.
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.
Group 5:
1.
Ade Putri Rahayu
(20216105)
2.
Mufti Ramdhani (24216538)
3.
Muhamad Rahmadan
(24216617)
4.
Putri Giannila
Nurfatihah (25216854)
5.
Ratu Ayu Febia
(26216103)
6.
Zulia Dewi Kurniawati
(27216954)
