Lotus's Stores (Malaysia) Sdn Bhd — Attraction in Kuala Lumpur

This is the 1st ever ridiculous experience that has happened to me. ONLY IN LOTUS MALAYSIA. Such a big hypermarket with a Big Name. I went to Lotus Cheas today to get my groceries around 3 15pm. I have been using scan & shop since Tesco time. I wanted to pay at the scan & Shop counter but there was nobody there & I saw only 2 cashier counters were open. I'm asking a staff member there, he asks me to just pay at the express counter(self service cashier counter). After I arrived, there was a lotus staff (Indian girl). She was helpful to guide me how to scan my barcode then make the payment. After I settled my payment, she was called by another customer(Indian lady) from behind the counter as she doesnt know how to scan. I was busy keeping my wallet in my bag, so I didn't know what was going on with them. When I'm done, I'm gonna push my trolley (my groceries). I was shocked, my trolley was gone. Gone with the wind? A mistake taken by someone? I try to search around that area but nothing. Ask the Indian Girl(staff), she pointed to a trolley in front of me and said this is your trolley right? I told her not mine. ask her to check my receipt, then only she confirms that it is not mine but no one is there at this time. At the same time, another staff member(Malay boy-Asymil) from the customer service counter came over. After he knew my case he called someone to report my case, maybe from the office or supervisor, I'm not sure. He asked to check the CCTV. 1st person reply Asymil : Busy. 2nd person : he/she going to see the boss can't help. They make me feel like they don't care much about this kind of incident. It looks like it has happened many times . Finally, a 3rd person willing to help. Asymil took my photo to make sure & easy for them to check CCTV. Ask me to wait a while. I was wondering why it took so long to check it, Asymil explained to me that the CCTV room is far & they need to take the key from another place then only to there. I'm trying to understand their situation & wait patiently. The end of the result Asymil to me their CCTV got a problem unable to check/ to see. What an acceptable reason given to me. The easiest answer is to ask me to go away(indirectly). Just like we always watch movies, when police ask to check CCTV evidence. All the premises or people involved will just inform you, it has been broken for a long time, not working, not functioning. Am I in a drama series?

They gave me 3 option :

1. Ask me to search inside the market to look for my lost trolley
2. Go inside the market & take back my groceries then can just walk out
3. Do a refund.

How can a big Hypermarket have such radicular matters

1. No security?
2. CCTV has a problem? on top of every cashier counter have many CCTVs, All sick or the staff not helping to check.
3. Scan & shop counter no staff there. not the 1st time. most of the time & not only in Lotus Cheras- If you got not enough man power, don't encourage your customers to use scan & shop apps . useless for this function at the end & make consumers in trouble & wasting time to que another counter again.

I was supposed to meet another appointment but I missed it due to this incident that made me wait for so long. In the end I got nothing. Lost my appointment, lost my time, lost my groceries. You may be telling me, I can just take back the groceries, but not at that point. I would say after Lorus took over Tesco it went from bad to worse.

There is still a good & helpful staff-Asymil

I don't have photos to show unfortunately. Due to we normally not practice taken photo in hypermarket or our groceries. But after this incident, I...

I am extremely disappointed with your service! The delivery was originally scheduled for December 31, 2024, between 2 p.m.-5 p.m., and I waited at home for three hours but did not receive the goods. I called the call center, but no one answered, and I did not receive a call back either! When I called the call center again today, I was told that the delivery would happen today during the same time frame, and I was number five in the queue, yet I ended up waiting in vain again! Is this how Lotus's treat your customers? You have wasted two days of my time, do you think I have nothing else to do? I initially thought that using your online shopping would be more convenient, but now it has caused me even more trouble! This is really unacceptable! The call center only seems to offer apologies without any improvements, what use is that? When they answer the phone, they are joking with each other, which is completely unprofessional! The call center is always busy, do only you know what's going on? If you can't send the goods today, just tell me directly. Don't treat me like a fool. Now, I'm stuck at home waiting for two days with no sign of the goods, and I have to go back to work tomorrow. How do you plan to resolve this? This is such poor service!

Order number : CPMY73342976

Complaint made on 1 Jan 2025, until today no reply from Lotus's! Order already cancelled, lousy service, lousy...

Salam Sejahtera and Good day Lotus's Malaysia... Saya ingin nak maklumkan.. bahawa lebih kurang jam 12.45 tengahari semalam tanggal 7 Jan 24.. bertempat di Lotus' s Cheng Melaka.. saya dan isteri saya hendak pergi membayar barang-barang yang dibeli di kaunter pembayaran di shopping complex Lotus's tersebut.. Dan saya amat terkilan sikap...staf yang bertugas pada waktu itu.. check saya punya beg laptop dan beg duit kecil wife saya.. depan orang ramai... macam laaa... saya mencuri barang-barang dalam shopping complex itu berpuluh juta barang-barang dicuri... padahal dalam beg saya ada hp, dompet dan air mineral sahaja...manakala beg duit wife saya ada kad bank dan sedikit duit sahaja.. di check depan orang ramai... Begitu kah sikap pekerja-pekerja dan Boss Lotus's sekali??... buat malu sahaja.. Saya tak kisah staf/pekerja nak check beg ke apa ke..? adalah caranya.. tengok CCTV yang di pasang ke (confirmkan dulu) saya tak ambik barang-barang di Lotus"s ni free laaa.... so please. don't do that to your customer... Ingat tu.. Lotus's kena jaga customer.. Saya dan keluarga saya adalah pelanggan tetap kepada Lotus's Malaysia ni.. Next time...remind besar-besar dekat sign board ke.. kalau taknak customer bawak beg masuk dalam shopping complex... bagitahu kalau customer terbawa beg masuk ke dalam shopping complex... kalau takut barang-barang kena curik... sebab dekat Jaya Jusco Melaka takde pun dia check sampai macam tu... bapak beg pun orang bawak masuk.. Pleaseee... Tq...