watsons.com.sg

Customer Service is just...not easy to communicate.

I tried to send in an enquiry to their online ContactUs and the page constantly hanged. (IT issue.) When I finally managed to send in my request, I received a response considerably quickly, thankfully. (Good job for the 1st-response team.) Problem was that my enquiry of a bulk purchase was thereafter transferred 3 times to different people. I stated my request right off the bat from the beginning. Wouldn't work have been more efficient if they could direct my request to the right person from the start?I'll skip the whole ding-donging process in the middle, where I had to constantly repeat my request multiple times (though the previous emails were forwarded in the same thread). Really made me wonder, am I writing in English or in another language that I didn't know I have accidentally typed out? Then, when I finally am in communication with the manager that can process my request (thank you), the two emails that she replied me was done at 1.20am (in the wee hours) and 7.30pm (in the evening). This is clearly OT hours. Is the company caring enough for the team (hiring enough for the team), or is the team being inefficient in their work? A thin line to thread on. Overall experience just isn't exactly pleasant. There isn't a direct hotline to speak to whoever it may concern, so that we can quickly clear any miscommunication and finalise the purchase. It also doesn't help that a simple request clarification can take almost a month to settle. My feedback is not meant to hurt or put anyone in a bad situation. But rather, being such a huge company in Singapore, that handles many necessities and daily care products essential for our local market, many people will really appreciate if the SOPs can be improved on, to make work more efficient, and to make communication a more pleasant experience.

Date of experience: Oct 29, 2024