Today I experience lousy customer service from Gamers Arena (Sg Wang Plaza).

Last night I bought a Hobby Base display case (Large size) from Gamers Arena at RM85.00, but later found that the display case is too tall for my usage and decided to change for a medium size case during lunch time today.

Since the price for the medium size case is only RM48.00, I ask the shop assistant if I can exchange for the medium size display case together with other items that make up the total value of around RM85.00 (or if exceeding RM85.00 I willingly to pay the extra amount) as I expect them not to issue any cash refund of the amount differences (which I'm fine).

The shop assistant is friendly and helpful but apparently he has no decision making authority and need to call his boss. To my surprise, the "boss" named Paul rejected my request saying that it is their shop policy not to allow customer to exchange any item. The boss even questioned me for not measuring and get the correct size before I purchase (as if I enjoy coming back to the shop again for an exchange by wasting my time, effort and parking fee!)

It was never stated on their receipt that "no exchange/refund allowed" nor there is any signboard of reasonable size in their shop stating this policy. Finally, after some arguement the boss allowed me to exchange for the M size case but not allow for any refund of amount difference (RM37) or exchange other items of similar value.

Recently I have purchased some tool set from Tamiya Undergroundz in One Utama but later found that it is not suitable for my usage. I returned it the next day unused and they allow me to exchange for other items of similar value (or top up the amount if the item exchanged exceed the original value). The receipt actually clearly indicates "no exchange/refund allowed after goods sold", so I just try my luck and to my surprise they willingly accept my request with a smile. This is what we called "customer service".

What a lousy customer service from Gamers Arena and I definately will not buy anything from them ever again!

This post has been edited by l30n91120: Jul 26 2011, 05:38 PM

Exactly. If the item is unused and returned within a reasonable time frame i don't see why the shop refuse an exchange of item of similar value or less.. Doesn't matter i'm "bad luck" for keep buying products that i later found unsuitable to use or can i just simply change my mind?

If you have experience returning items to Toys'r Us, Marks & Spencer, Ikea etc, they will never argue with the customer and they even issue you a cash or credit card refund at your preference should you do not wish to exchange with other items from their store. Yes, i know i shouldn't be comparing these giant retailers with gamers arena sg wang plaza as this is a higher level of customer service which i never expect from gamers arena sg wang plaza. But is it wrong for local shops (hobby/toy shops or any other shops) to benchmark themselves against major retailers to further improve their services to benefit our consumers instead of arguing with customers to save them the time & hassel to make an exchange?? (and i'm not even expecting a cash refund from them).

Whatever it is, i rest my case here and will never step into gamers arena again. Anyhow i think it does not matter much to them for losing any potential business from small customers like me..who cares.

This post has been edited by l30n91120: Jul 27 2011, 10:41 PM