Challenger Singapore review: Bad Service Level

This is a letter of complaint that I wrote to Challenger Katong. It reflects all the details which caused my bad shopping experience. My email is [protected]@gmail.com Thank you.
"Hello,

I would like to write about a terrible experience that I encountered at your outlet at 112 Katong Shopping Centre last night. I went to your shop at approximately 8.20pm, planning to purchase a wireless mouse. I then chose the Wireless Mobile 3500 mouse and on the package of the mouse, there was this label which stated 'MEMBER PROMO $20.90'. I thought that was quite a good deal and as my dad was a Challenger member, I could quote his I/C No. S1256450C to get this 'member promo' discount.

However, when I went to make payment at the counter around 8.25pm, the service staff at the counter named Jacelyn Tan Mui Hian told me that this was an old price tag and this 'member promo' is no longer valid and she could only give me the member discount from the original price of $29.90, which made the purchase price $28.41. She said that her colleague forgot to remove this promotional price tag after it has already expired. As a consumer, I take what I see on the price tag as the only price I am willing to pay (should I decide to buy the product) and since the store pasted that price tag onto the mouse package, they should honor that price of $20.90. Why should a mistake by the store's staff be translated into the consumer's burden? Jacelyn then went to consult her manager on this and came back saying that they cannot give me the lower price. I felt that this was somewhat dishonesty, thus I called for her manager to ask him to make the decision to honor the price on the price tag.

When I knew that Jacelyn did not want to honor the promotional price, I told her to hurry up and call for her supervisor as I had a movie to catch at 8.40pm. By the time her supervisor wearing a blue polo tee came and it was around 8.30pm. I told him about the situation and asked him if he could give me the $20.90 price. He said let him see what he can do and he went in to the backroom. He came back around 5 minutes later, apologizing that he could not give me the lower price. I told him this is unacceptable and told him that he should honor the price as this is the price Challenger is reflecting to the paying customer. He then told me to wait again and he went into the backroom. By 8.40pm, he was still not back and I did not want to wait any longer as I did not want this situation to 'eat' into my movie time. Jacelyn Tan and the supervisor knew that I was in a rush and yet he still went to the backroom and did not come back to me. As I was in a rush and needed a mouse urgently, I just paid the price of $28.41 and went for my show. Before leaving, I asked Jacelyn Tan what the name of her supervisor was, but she refused to tell me his name. I guess she wanted to protect him. He is a short, slim and tanned male. What is this? Covering up to protect her colleague? And for that supervisor, I wonder if he was trying to avoid me to test my patience, since he knew I was in a hurry.

Personally, this was my worst visit to a Challenger store in Singapore and I felt that the staff reflected dishonesty, inefficacy, inefficiency and a very poor level of service. When I encountered a same situation at another computer store in Funan Centre, the cashier actually honored the wrong lower price that he pasted! That should be the way to do business. I still hope to get reimbursed and only pay the price of $20.90. Frankly speaking, in the saturated IT market today, the handling of this matter by the staff of your store really reflects badly on your company's image. I am not a petty person (as I can well afford this mouse), perhaps just a principled one. I think the staff of that store really needs more training in how to handle these situations properly.

Attached are some pictures, which shows the mouse with the price tag and the bill reflecting the cashier's name.

I look forward to hearing from you. Thank you.

Yours Sincerely,
Kennard Lee"

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