One day Mr. Yoga bought furniture in the form of a bookcase
in one of the furniture in the Jakarta area called Furniture Abadi. Mr.
Yoga ordered the bookshelf on Saturday, October 6, 2018 through online on the
Furniture Abadi official website, but when the goods arrived at Pak Yoga's
house, the items sent were not in accordance with Mr. Yoga order and there was
damage to the foot of the bookcase.
Complain I
Mr. Yoga feels disappointed over the negligence of Furniture
Abadi in checking items to be sent to customers. Mr. Yoga feels
disappointed over the negligence of Furniture Abadi in checking items to be
sent to customers.
Furniture Abadi employees: Good afternoon Abadi Furniture is
there anything I can help?
Mr. Yoga: Good afternoon, I am a yoga customer who on Saturday
6 October 2018 ordered goods in the form of a bookshelf through Furnite's Abadi
official website. But when I received the item it was not in accordance with
the order and after I checked it turned out there was damage on the foot of the
bookshelf.
Employee 1: Good sir, thank you for reporting this incident,
for a more clear complaint please come back to our office to meet with Banu as
one of the employees at Furniture Abadi for you to explain in more detail about
the damage that happened to the item you received.
After reporting the problem by telephone, Mr. Yoga
photographed the damaged leg of the bookcase to later prove to the Abadi
Furniture party.
Complain II
On October 8, 2018 to be exact on Monday, Mr. Yoga came to Furniture's
Abadi place to make complaints more clearly and met with Banu as the employee
who received the call when Mr. Yoga made the initial complaint. After, meeting
with Mr. Banu and Mr. Yoga provided proof of purchase along with a photo of the
damaged product. But at that time Mr. Yoga's complaint process was not
processed directly, Mr. Yoga was asked to leave his cellphone number to be
contacted again.
Complain III
Seven days later, Mr. Yoga did not get news from Furniture
Abadi about the complaint process he delivered. Finally, Mr. Yoga decided to
come back to Furniture Abadi to ask about the complaint process. When he
arrived at the Furniture Abadi, Mr. Yoga decided to immediately meet with the
owner of Furniture Abadi.
Yoga: Good morning sir, can I meet the owner Furniture Abadi?
Employee 2: Good morning sir, do you have an appointment in
advance?
Yoga: not, but a week ago I came to complain about the
product that was sent on Sunday,
October 7, 2018 but until now there has been no
news on how the process will proceed.
Employee 2: who was with you before?
Yoga: With Yoga.
Employee 2: Okay sir, I check for a while.
Then, Mr. Yoga left the customer service desk. But after
half an hour waiting for Mr. Yoga not to get certainty from Furniture Abadi
because Furniture Abadi employees are still waiting for approval from the
owner of Furniture Abadi.
Yoga: How about mas, I have patiently waited but there is
also no certainty. I want to meet with the owner of Furniture Abadi. I
complained for a long time but until now I have not received certainty about
the process of my complaint.
After Mr. Yoga met with customer service to ask for
certainty again, finally Mr. Yoga met the owner of Furniture Abadi. Owner
Furniture Abadi offers to replace the damaged product with the same product
that day and Mr. Yoga agrees with the decision taken by the owner of Furniture
Abadi. The owner of Furniture Abadi apologized for the incident experienced by
Mr. Yoga.
At lunch break, the employees talked about complaints from
customers who claimed the product they bought was damaged. One employee told me
that this morning there was a customer complaining about a broken bookshelf
product named Mr. Yoga. The customer had come to the store twice and his second
arrival this time with an angry face wanting to meet with the furniture
abadi store owner. And finally the furniture abadi shop owner met with yoga and
apologized for the damage to the product in the countryside when sent to the
house of the Mr. Yoga and replaced the new bookshelf product.
The next day Mr. Yoga complained that the product he sent
was damaged. Owner furniture abadi held a meeting with their employees to
discuss the development of their furniture stores and products. On October 15,
2018 at 10:00 the meeting began which was led by owner furniture abadi. In his
meeting discussed several things. Owner furniture abadi instruct all their
employees to check or check all products, especially on shipping between
products so that when the product is delivered to the customer’s home the
product sent does not occur.
Group 5:
1. Ade Putri Rahayu
(20216105)
2. Mufti Ramdhani
(24216538)
3. Muhamad Rahmadan
(24216617)
4. Putri Giannila
Nurfatihah (25216854)
5. Ratu Ayu Febia (26216103)
6. Zulia Dewi Kurniawati
(27216954)
