ÆON Mall Bukit Indah — Attraction in Iskandar Puteri

I would still like to raise several important concerns for Aeon team to consider…

Why are multiple entrances and exits often closed during peak hours? This causes unnecessary traffic jams, especially on weekends. It adds to the frustration when your scanner system is already slow or faulty. Regarding the 2-meter rule – why isn’t this clearly communicated? If your system requires a minimum distance between vehicles, it would be more effective to upgrade your machine’s detection system or install large, visible signs to inform customers – especially during night-time when signage is hard to see. Honestly, this isn’t the first time I’ve faced an issue with your entrance / exit system, it has become quite frustrating. This time, the entrance system detect / scanned my car plate, but when I go through the barrier closed and hit my car, which is unacceptable. I feel this issue needs to be taken more seriously and properly investigated. Why is this not happening at other malls? Many shopping malls now use automated entrance / exit systems, but I’ve never faced this kind of repeated issue elsewhere. It’s confusing when your receptionist & security officer tells me to keep 2 meters away – how would a customer know this if it’s not clearly announced or visible and yet never happened before at other mall?

Lack of Help button & security presence, during previous incidents (I remembered is on May, weekend peak hours), I noticed many cars were stuck & jam due to your machine faulty issue, and there was no help button (missing), hotline provided but cannot reach at all, and no security guard present to assist. Not only me facing this issue, a lot of customers also waiting there reverse & forward, tried & tried again until the machine is function. That creates a safety concern for all customers.

I get no response after I provided feedback through WhatsApp to one of your staff members, so I hope AEON Mall can take this feedback seriously and improve the entrance system and security support for your visitors. It’s about customer safety, convenience, and...

At 7:00 p.m. on Wednesday, 16/8/2023, when my wife and I inquired about updating the Aeon member card at Aeon Bukit Indah customer service, we were asked to show our identity and expired membership card to the counter for replacing the membership card, but my wife explained that only had identity but didn't bring expired membership card . After that, AN INDIAN FEMALE CUSTOMER SERVICE NAMED BAVANI began to instruct us in some cumbersome ways, asking us to ask another customer service counter. When we came to ask for a new membership card, we had already paid the renewal fee at the end of July last month. The counter to get the new membership card was at the counter at that time. We don't understand why we have to go to other places to ask again? When we wanted her to help us find out the relevant matters, the customer service staff sat on a chair and refused to help us find out the current problem impatiently. My wife was very dissatisfied and asked again, At this time, the customer service staff Directly retort in Malay: "you nak gato ke? kalau nak gerak gerak pergi counter lain." (meaning do you want to quarrel? If you want to quarrel here, go to another counter .)

When I heard this sentence, I was shocked and disappointed. This was the first time in my life that I was provoked by customer service. I was surprised that such a person could represent the mall to receive customers. The moment we lost the patience to continue the conversation and offer to end the conversation. I left angrily and threw the renewal receipt into the trash. We don't care about being able to renew membership cards anymore.

I am very dissatisfied with such a bad response, so we decided to file a complaint Bavani(customer service staff) with the customer service department of Aeon Bukit Indah, hoping that your company can face up to this very rude behavior towards customers. We are actually satisfied with the experience of shopping in your store, but the attitude of the customer service staff Bavani is really...

Date: 30 Jul 2024

Location: Lavender Bakery Shop AEON

Subject: Customer Service Incident Report

Description:

During my visit to Lavender Bakery Shop, I observed a concerning lapse in customer service. While browsing the mooncake options, I waited for a promoter to finish assisting another customer. Upon the completion of this interaction, the promoter did not acknowledge my presence. There was no attempt to engage or inquire if I required assistance, such as a simple "Are you interested in buying anything, sir?"

Instead of providing the expected level of customer service, the promoter left the counter and failed to address me, which I found it disrespectful and unprofessional. When i asked her why she didn't attend to me, she said she was busy with other works . This behaviour not only affected my perception of the service quality but also left me feeling disregarded and undervalued as a customer.

I would highly suggest the following improvements in the future by ensuring that all staff members are trained in basic customer service etiquette, including acknowledging and engaging with all customers promptly. Next would be to regularly monitor customer interactions to maintain high service standards and address any lapses promptly. Lastly, it would be to implement a feedback system for customers to report their experiences and suggest improvements.

Addressing these issues can enhance the overall customer experience and uphold the reputation of Lavender Bakery Shop.

With utmost...