SM City Lipa — Attraction in Lipa

Dear SM Management Team,

I would like to share some feedback regarding my recent experience as a customer at SM Lipa's Clothing and Accessories department. Unfortunately, it was far from ideal.

The payment lines were excessively long, and despite an elderly customer raising her concerns with the managers about the long line, the situation remained unchanged. Specifically, at cashier number 3, only one cashier was operating the POS, even after the complaint. While I understand that the holiday season may lead to staffing challenges, using it as a reason for inadequate service does not reflect well. The holidays, especially in December, naturally come with a higher volume of customers, and this should be anticipated.

Data analytics should not solely focus on sales and product trends but also on projecting manpower needs based on customer volume. This would ensure that customers do not have to endure unnecessarily long waits. After all, people visit SM not only to shop for clothes but also to purchase items from other stores. Long lines in one department eat into their valuable time, especially when they have children or senior citizens with them. Considering the traffic congestion outside, spending excessive time just to pay is highly inconvenient.

We appreciate and love SM, but we hope for improvements in this aspect. Cross-training staff and managers, hiring additional support or relievers during peak seasons, and training managers to proactively assist customers before issues arise could significantly enhance the customer experience.

Thank you for considering this feedback. I hope it helps improve the services for all your...

Since COVID the Mall 8s improving with more units leased and more mobile units in the main walkways in some cases not enough space for the customer to walk between - especially when they allow deliveries.

The Car Park is fairly well managed but yet again to much priority is given to the people that pay the wages - the customer that makes purchases.

The MALL needs to get its priorities in order - the customer should always have priority.

The washrooms are fairly well managed but could pay more detail to the cleaning process - however I have seen worse.

The Mall itself is quite bright and light, it could still do with more investment

Sorry but delivery to retailers during trading hours is not acceptable - Health and Safety and visually. These deliveries should be done prior to trading hours or the units use rear access. Yet again like the car parkingbit takes its customers for granted and does not treat them the way they deserve.

Certainly in the top performing Malls around the world such things would not be allowed - the Philippines customers deserve more and better treatment

SM MALLS you have the potential to do far better for...

"Here on SM we got it all for you"

And yea it's right. I always come here so no doubts. SM has it all from basic needs to entertainment. My all time favorite here is the so called -turon with langka- , love it so much that every time I go here I never missed buying it.

Another thing I like about this place is that there's a clinic. One time, my GERD triggered and I had a difficultly in breathing. The security eventually brought me to the clinic and the nurse gave me a first aid. Funny thing is that my mom is in the grocery downstairs so yea when she came back she found me lying on the clinic's bed.

Last thing about SM. Well, before there's so called -LIPA BUS STOP- it was near robinsons and big ben. But now, it is moved to SM (SM TERMINAL). Definitely better! There's a lot of food stalls you can stop by. Very affordable and tasty foods for your cravings. Better than ever before. Going to Cubao, Alabang, Batangas Pier... Etc.

No more words to say.. SM is Highly...