While browsing the website of
Philippine National Red Cross, I saw the a news article about
Goods.ph. They were offering several pre-packaged relief goods for the victims of typhoon Yolanda, which was neat. Not only that, a portion of the proceeds from the donation packs would be given to the Philippine National Red Cross as a donation. I went ahead and browsed
Goods.ph just to see what else they were selling.
Truth to be told, I wasn't very impressed with their selection of goods apart from the Grocery section. Other local shopping websites usually only offer clothes, gadgets, toys and what not. I've seen some with food here and there, but a lot of the grocery items at
Goods.ph are what you would usually get when you make a trip to your local supermarket (canned goods, condiments, laundry detergents among others). It's perfect for busy people with no time to do some grocery shopping.
I live about 5 minutes (around 15 if you walk) away from a supermarket so I don't really need to buy groceries online, but
Goods.ph have other items that I was interested in so I decided to give it a go.
The main thing that I loved about their service, was the flexible modes of payment and excellent customer service. I was about to pay using my EON card, but I forgot my transaction password so I chose bank deposit instead. They called to confirm my order so I went to the bank. I realize I have the wrong account number written down, and have no time to go to the bank again to deposit, so I texted them if it's okay if I paid with cash upon delivery instead. They said it was okay and that they would call me again a day ahead of the delivery. I can't remember if I received a confirmation call so I texted them again to be sure and to confirm when can I expect the delivery. They confirmed that my items would be going that day and would arrive after lunch.
I was really happy with their customer service because a lot of online shopping sites and fast food delivery services here would still require you to call a landline number or send an email (which would take ages for them to respond). Live chat support is also extremely rare, so I'm happy that all of my queries are just a text away (and they reply fast).
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My items came in an orange tote bag |
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Food |
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Other extra stuff they gave - two fans (the smaller one wasn't pictured here) |
Comments
The Customer Service is excellent with emails replies often within the hour (during normal business hours).
Delivery, however, was rather slow for our order. I think it was due to our item (small appliance) that was not stocked and seemed to take quite awhile to arrive.
What really impressed me was when everything was delivered the delivery service driver mistakenly requested a fee. I immediately called customer service and within minutes the driver returned and delivered the items.
Furthermore the goods.ph management copied me in emails they sent to the delivery company reiterating no money is to be collected (unless, obviously, if it's a COD order).
Prior to shipping a couple items had to be substituted due to out of stock situation. They texted my wife and asked if it was okay to substitute. What was nice it that the items substituted were a bit nicer (larger) which again showed me some class on goods.ph's part.
Am hoping if/when I order again that the time from payment to shipment to delivery is much shorter. I recommend this seller.
AUG 1 - Courier from 2GO came with the item but I was advised that I have to pay for the said item because it was labelled under COD. I informed the messenger that I already paid the item in full and showed him my credit card statement. The courier refused to give me the item and was advised to call goods.ph to clarify the information and inform his supervisor about the issue.
Called goods.ph and it shows in their records that the item was paid in full using my credit card, I was advised by the agent that they will inform their logistics team about this issue and have the item redelivered that same day. Courier never came back.
AUG 8 - Received item and found out that the item was defective. Called goods.ph again to inform them of the defective item and was told that I have to send the item back via courier. They did not explain clearly the process and was given the impression that I needed to pay for return shipping even if it wasn't my fault that the item I received was defective.
AUG 9 - Sent an email about my complaint and was advised that I need to print and fill out their return form and go to the nearest 2GO hub to have the item returned. I have to inform 2GO that the item needs to be returned to seller. I had to call and email goods.ph twice for them to send me a copy of the return form.
AUG 14 - Filled out the necessary paperwork and visited 2GO to have the item returned. Was advised by 2GO that goods.ph doesnt have an account with them and they cannot receive and return the item. Asked 2GO of I can use their landline to call goods.ph. Talked to Pauline and explained my issue asked her to talk to the 2GO agent to clear things out. In short nothing happened 2GO still wouldnt accept the item. Informed Pauline that I wanted a refund instead of a replacement because I just don't want to deal with them anymore because of all the hassle and frustration.
Pauline explained that she couldn't issue a refund and was apologetic. She informed me that she will have somebody pickup the item at my house and have it replaced instead.
AUG 18 - 2GO came to my house to pick up the broken headset. Informed goods.ph that damaged item was already picked by the courier and process my request for a replacement.
AUG 26 - Still no response from goods.ph checked the tracking # at 2GO's website and status showed that the item was received last AUG 21 by their logistics team. Sent them an email asking for updates even sent them a private message thru their facebook acct. No response.
AUG 27 - Called goods.ph and was informed that they received the item but they couldn't issue a replacement because item is currently out of stock and they wouldnt know when the item will be available. i informed the agent that I bought the item as a fathers day gift for my husband. It now has been 3 months, asked for a refund instead. Agent declined and informed me its upon approval of their accounting dept. Unfortunately their accounting department is currently closed and he wouldn't process my complaint until the next day (take note: I called on a Thursday at 2:30pm). I informed him to either call or email me right away for updates because this issue has been ongoing and I had it!
Today is 4 Sept 2015 and I still haven't received any updated from them. Via text or email.
I told myself that I'll just give them the maximum delivery time frame they gave me of 6 week, then, if nothing happens, i 'll just cancel it. But i couldnt wait to get and update so i called on the 20th, a guy answered the phone and told me that the the items i ordered are out of stock. Hell i was mad. If i hadn't called, they wouldnt have informed me about it but i tried to keep my cool and asked the guy if when can my items be restocked and delivered, he said he'll call the logistics team and give me an update. 3 days passed and no updates. So i just cancelled my order and ended up buying in lazada and it took lazada just one week to deliver my items ( why didnt i order from lazada in the first place? Because the price of the usb were cheaper by a hundred (im a cheapskate) but due to lazada's christmas sale, theirs was cheaper pala)
I want to try buying again from them to update my post but all the comments here are negative lol so I feel skeptical. Maybe when I have extra money I'll buy stuff from them again just to try
Hmmm....
The chat representatives are not customer friendly. You have ranted already what happen and they will ask you to replace it and then they will ask you what is the product that I am replacing it looks like I am talking to an Automated Answering Machine thru chat.
Incredibly experience. Outrageous. I am not recommending this. I am discouraging you. Never ever try to do business on this site. This business is absolutely a GIGANTIC joke with no customer service and no mercy to customers.
What a big shame and I regret placing an order in this website. Wrong move.
Very wrong. Back ofd guys. Don't you ever ever try. Share it to others so you will not be victimize by this fraudulent site.
Liars and misleading site!!!!