IUIGA WHEELOCK

Worst customer service ever. Saw the owner replied to every reviews but the customer service always took days to reply Facebook message. Go to the store to redeem gift card, being pushed back to utilise it online. Then the website indicate allow redemption at the store, even the logo also indicate as store. Went to Wheelock again to check and the female staff in glasses keep saying cannot cannot, ask us to go Cathay store instead. Request her to give a call to Cathay to double confirm if it can be used, keep say cannot cannot again, mentioned they cant call but can only message which will not get immediate response. Until i overheard she mentioned if member got points then can use, request her to check our member status, at first keep saying cannot use the gift card here, till we insist then she only key in the details, and realised our gift card show as credit on her end which can be used in store. Then still blame us cos we use the wrong term (voucher, gift card) which cannot be used in store. If genuinely want to help she can offer to check the member details right from the beginning right, how can she expect us to know the term that can be used in store or online? When we wanted to pay, she dont even know how to operate the cashier and called someone for help (she did it on the previous customer as well), and speak in her own language expect that i dont understand. Then in the very first place why you said you cant call? Isnt you are calling someone more senior to help you? So that senior will not know of Cathay can redeem or not? Took a long time to settle the bill and said cos our membership show different options. We purchased a pot that is heavy, she offered us paper bag. When i questioned her if the paper bag can hold the pot, said dont know cannot guarantee. Then after that offer us the recycle bag options. And said trying to help us, if you trying to help us you wont keep saying cannot cannot without even check the system, or say cannot call when u keep calling someone to solve your cashier problem. She seems like she just want to finish whatever she is doing on hand so she can off work. Please work on ur customer service, they definitely not genuinely want to serve the customer.

Have used their toilet paper for years and recommended it to friends and family, even advocating that it is the only toilet paper I will buy. Have been happy until the latest batch - it seems that they have significantly reduced the amount that you get (can see from the pictures the rolls are much smaller now)

It is an extremely frustrating process to ‘return’ goods. They say returns accepted but what they actually mean is it’ll take forever at the checkout - don’t do it if you’re pushed for time - and they ‘only do in-store credit’. Not an easy process at all, despite the staff trying their best, and not transparent. They should state clearly good are refundable only for in-store credit