A. Qingpu Opening Promotion:
No Coupons were provided for in the App.
On August 7th, I obtained notification that:
“We sincerely apologized for what happened in the last few weeks. Cause most
of our communication are in Chinese, for instance membership offer, coupon
policy…etc. So we are really sorry to let you disappointed that our associate
are willing to provide support but they lack language qualification.
Membership offer is same for every individual member at same time in same club.
In Qingpu, it do change after opening, and there is instruction in the
membership counter inside club. It’s not the official communication for
600rmb.’
Sam’s Club provided promotional material which indicated a ‘Qingpu Opening Promotion’ where a new member would receive specific items.
- 60 rmb for Sam’s app: unfulfilled
- 60 rmb Sam’s/JD.com (once per month): unfulfilled
- 405 rmb Sam’s App: unfulfilled
- 75 rmb for Sam’s Food-only: fullfilled, however was misleading.
Provided as three 25rmb in-store coupons, which can only be used once per month. It took a number of conversations to obtain the coupons.
On October 5th:
“We fully understand your concern and we apologize should our membership policy be not clear enough. We would like to stress that our membership offer is the same for every individual member at the same club.
In Shanghai Qingpu, the offer did change after opening and we have addressed it with a formal notice at the membership service desk at the club. The policy before and after opening is as below:
Before opening: 405RMB coupon to be redeemed via the Sam’s app (you will get another 45RMB after 1st order), additional 60RMB app coupon and additional 60RMB coupon for redemption on Sam’s Club Flagship on JD;
After opening: get 75RMB food coupon can be used in club for fresh items and an additional 20RMB app coupon”
- Simon Ma, Club General Manager of Sam’s Club in Shanghai Qingpu
This would be in breach of the ‘Global Statement of Ethics’:
“Our policies and actions demonstrate our interest to encourage competition by complying with all applicable competition and antitrust laws, as well as engaging in truthful and accurate sales and marketing practices. In doing so, we will thrive as a company and continue to help our customers around the world save money and live better.”
Fair Competition & Fair Dealing
“Striving for excellence means operating our business with high integrity and never conducting or participating in deceptive, dishonest or fraudulent activities. These activities are not only unethical, but may also be a violation of law. You should manage your particular area of business with as much transparency as possible.”
Intentional Dishonesty
Other Issues, previously mentioned:
The Qingpu branch offered a Pizza bar during the time when I toured the site. Shortly afterwards you stopped offering a Pizza bar. This is changing the offerings of Sam’s Club, which was promoted to me during the time you were selling membership.
August 7th:
“Qingpu did sell pizza in the very first week after opening. We are really
sorry and fully understand your disappointment. We temporally cancelled this
offer to improve better member service in next few month- a whole new Sam’s
cafe will open by the end of Sep where will have pizza, hot dog, salad, sushi
and cafe ,with enough seat.”
- China Sams Member Service
B. App offers are unfulfilled:
i. Online Coupons do not deliver offers
ie. 20 rmb coupon
Details:
Coupon for all: 20 rmb full off
2019/07/04 00:00 – 2019/07/10 23:59
Restrictions: Available on purchase on Sam’s App & Website.
Application Scope: Available on purchase on eligible items.
There was no way to implement the coupon on any purchases.
On July 10th, went to receive app instruction (including coupon support) with Mr. Lee at the Qingpu branch, however he was not available. Spoke with three staff members, who attempted to use the coupon, however they also failed.
The three different staff members aided phoning the 400 support line. Had issues with verification code (Phone support would require a member verification code to be sent to the phone, no matter that employees were calling the support number with the customer in the store. Cellular signal is very limited in location, which requires hanging out on the edge of the building or leaving the building entirely in order to receive the verification code).
In the end, the 400 support line recommended checking all individual SKU to determine which SKU can use the coupon. They did not provide information on which SKU and recommended the customer do this work. The coupon expired the same day.
One staff member took notes to inform Mr. Ma of this situation and indicated that we would receive a call back, however upto this date, no call has been received.
October 5th:
“The 20RMB coupon was for new member and it will be automatically deducted when you finish your first order through app”
- Simon Ma
There is no indications that this coupon was a coupon only for new members.
No members of Staff at Qingpu location, the 400 support line, or Simon Ma himself was able to provide advice on using the coupon prior to its expiration – other than the 400 support line recommending the customer check all individual SKU to determine which SKU can use the coupon.
Shenzhen arranged on July 21st for a meeting on July 26th at the Qingpu branch with Director Yi. However when arrived Director Yi was not available. A kind staff member, Jun, was able to have us contact Bruce, who indicated that he would speak with Simon Ma and took copies of the screenshots (for this issue and the other interests indicated).
First time Simon Ma responded was on October 5th.
ii. The app changes the availability of items depending on if the items are selected for free 99 rmb delivery or not.
Ie.
a. Cart with MM premium Sinkiang Hetian Jujubes: 2 items.
Details: 7 day unconditional return available, 1 hour delivery
b. Select 1 hour delivery (free shipping over 99 rmb)
Notification: Current Stock only for Standard Delivery
October 5th:
“Sam’s Club has three online channels and the item availability and speed of delivery depends on the channel.
Online offers a curated assortment and it covers the items which our member frequently purchase whilst the physical club offers all items.
We offer 1) 1hr delivery; available in selected cities only; 2) same day or next day delivery for .CN in cities whereas we operate a physical club; 3) nationwide delivery via the Sam’s Flagship on JD; available in all Chinese cities
The 99 RMB thresholds you mention refer to our 1hr delivery and the range offered is limited. Should you choose items which is outside of this range hence not eligible for 1hr delivery, the system turns your order into a same day or next day delivery via the .CN channel hence the free delivery threshold changes into 299RMB”
- Simon Ma
iii. There was a coupon for waving delivery fee, however there was additional charges for packaging of the delivery.
October 5th
“The delivery coupon can cover delivery fee (i.e. last mile delivery / transport fee) when it meet the weight restriction, and 1RMB is for packaging materials.”
- Simon Ma
The 1 rmb for packaging materials is the problem brought up. While it is not hidden, but in plain sight, it should not exist, if you offer a coupon which is waving the delivery fee.
iii. New Member Only 450rmb Coupon Package
Doesn’t appear to exist.
October 5th:
“As outlined earlier, 405rmb will be automatically distributed to your app account; another 45rmb will be issued after your very 1st order. This policy is the same for every member.
We are sorry that your coupon was expired. We appreciate you as our member hence another 405rmb coupon package was distributed to your account on 12th Aug.”
- Simon Ma
This is a coupon which appears in the App and is not part of the Qingpu Opening Promotion.
3. Commodity Quality
Stores offer changing (not consistent) quality, which also vary on location.
Ie.
i. Purchased Baked goods, specifically mini croissants at Qingpu location which
vary of quality each time, however they are far inferior to the Pudong location
of the same item.
August 5th response:
‘You feedback taste problems, at present the shop did not find any
abnormalities in the bread, but we will pay attention to your suggestions,
check the quality. Thank you for your supervision.’
China Sam’s Club never provided information on the Member’s Mark Quality Guarantee’ nor did they provided details to the ‘100% money back guarantee’.
October 5th:
“Sam’s club implements strict internal process for food safety and quality control. To your point, we will keep improving the quality and keep the consistency.
Thanks very much for your comments and we are always open and welcome to that, it would be great if you are available for next couple of days,
we sincerely invite you to visit our club and to try some new and great item and I am happy to host your personally.”
- Simon Ma
Other Issues, previously mentioned:
i. Purchased Baked goods:
a. Mini croissants at Qingpu location are inferior to the Pudong location.
b. Swiss Sunday Bread: 2nd order was not good as first order (Qingpu location).
c. German Pretzels: Poor quality item.
ii. Durian cake at Qingpu location appeared to be different quality in the samples on different days, Purchase in Pudong location was decent, but not the same as the initial samples in Qingpu.
Side Note: Walmart - Tianlin Store offers Durian cake which is superior in quality and packaging than any Sam’s Club in Shanghai. The price is also cheaper. That same store offers Avocados which are better in quality and price.
iii. The procurement selection and pricing of products is so forth not as good as the products and prices which I can get from Wal-mart. There is no membership fees from Wal-mart.
August 7th:
We will review the quality/price with Wal-mart and continue to improve value
for our member.
- China Sams Member Service
d. The lack of customer service.
i. I have been engaging Customer Service since July 1st, 2019 and have as of today have not received Solutions to the problems presented. As previously requested, I prefer contact via email. All attempts at contact through in-store, phone and email up to this point has not brought me closer to any solutions.
Up to this point, I spent over four months of trying to resolve a simple problem, which has expanded into other dissatifaction. While some staff members have made efforts, their lack of knowledge, experience and/or ability to do anything to resolve issues, leaves me without any solution.
Customer Support acts more as a shield to Management to prevent the dissatisfaction of customers from reaching the upper levels. This likely doesn’t bode well for attrition rates and Customers are left with nothing but dissatisfaction.
ii. Sam’s Club China should be able to take care of customer issues without needing prompting from the USA division.
I have been to the store on several occassions for several hours each time, however your general manager was not available to communicate with me.
After failed attempt at contact in-store, phone and email, I reached out to Shenzhen.
The Qingpu branch phoned and arranged for a meeting – it was very hot that day and I travelled to Qingpu for the meeting. When I arrived at the set time, the individual I was to meet with, was not available. A non-involved staff member and a manager attempted resolution, however even they found it not possible and so offered to forward my issues to Simon Ma. Simon Ma was not available to meet with me that day, either. I waited for a response, but did not obtain any.
Only by contacting the USA division has there been any effort on behalf of the China divison to review my requests – however these are typically skimmed through, without any actual thought in the response.
Are my issues unsolvable by Sam's Club China?
Is the Belief,
“Service to our Customers - We’re here to serve customers”
- Global Statement of Ethics
Not true?
iii. Fudging responses for upper management.
October 5th:
“We have tried to contact you numerous times via emails, phone calls and SMS (139xxx) however we have not been successful.”
- Simon Ma
Despite requesting email responses, attempts at phone calls were made:
|
August 2nd |
Call made at 18:04 |
Ring once, drop. |
|
August 2nd |
Call made at 18:06 |
Ring once, drop. |
|
August 2nd |
Call made at 18:08 |
Ring once, drop. |
|
October 5th |
Phone call |
Evening, no answer. |
|
October 5th |
Phone call |
Late-evening, no answer. |
a. No SMS message has been received – though there was a screen shot of one sent to email.
b. Despite the claim of numerous emails being sent, there is actually only one was sent by Simon Ma, on October 5th.
If you want to include all emails from all divisions of Walmart China, that would be 26. Emails from the USA is another 11.
If you take into account that the client has made 7 attempts at in-store resolutions, made at least 4 phone calls and sent at least 34 emails and still has not been successful at obtaining a solution, you may want to reflect on the failures of Customer Service.
e. The Global Statement of Ethics should accurately represents the will of Walmart China.
‘Personal and moral integrity is one of our basic fundamentals and it has to start with each of us.’
Sam Walton, Founder
‘..the foundation of our culture is a commitment to operating with integrity… Through your ethical behavior and willingness to speak up for the highest standards, we earn and keep the trust of our customers, each other and our local communities. We believe in everyday low cost and everyday low prices, but only if accomplished through our everyday integrity.”
Doug McMillon, President and CEO, Wal-Mart Stores, Inc.
“Service to our Customers
We’re here to serve customers, support each other, and give to our local communities.
Act with Integrity
We act with the highest level of integrity by being honest, fair and objective, while operating in compliance with all laws and our policies.”
Our Beliefs
i. Off-site meeting
“It would be much more comfortable when we have chance to talk face to face, there is a Starbucks newly open beside our building in QingPu, we wish to listen to your advice and answer to your concern, also with free talk.”
- Simon Ma
ii. The offer of a gift with a value of about 1000 rmb.
“Thank you for bringing this up. Please be assured that this offer is meet with operational process.”
- Simon Ma
iii. The disclosure of customer information to 3rd parties.
As per the ‘Global Statement of Ethics’:
“In addition to protecting our trade secrets, it’s our policy to respect the trade secrets of others. ..Personal information about customers, members, suppliersand vendors must also be securely managed.”
Protecting Personal & Business Information
“No. Personal information about our customers, including medical data, is confidential and should not be shared.”
A pharmacy associate told me a certain customer has a rare medical condition. Is
she allowed to share this information?
iv. “Life is Better in the Club”
