SM Supermalls
Reviews and Complaints

Her attitude was so bad and her manner of sales was deceiving. Considering it was her fault putting a used/demo remote in the box and product was not well explained, and yet she kept on saying such things instead of merely apologizing and be humble.
This is not the first time I encountered bad manners/attitudes from this branch. But this time I can't bear not to report.

Dear Sir/Madam,

I am writing to you today to share a terrible experience I had at your Payment Center (SM Makati) Branch on November 28, 2017. I rushed myself with sweat all over my body just to make it before the establishment closes. Came all the way from SSS-SM Aura office. I was informed by SSS that I could process an otc sss loan payment at any SM affiliated payment centers.

It is appalling to witness an employee named MERCEDES RAMIL of such a respective company to behave in such a manner. She rejected my payment right away saying she can't process my loan payment because "they" only accept Voluntary payment. She was raising her voice and was very firm in protesting her reasons. She couldn't even look me in my eyes because she was busy balancing her picos. She was unaccomodating. She was raising her brows. She was very antipatika at me.

Why would SSS direct me to any SM payment centers if it was in fact not possible at all?!
SSS told me to do an over-the-counter loan payment by just indicating my own sss# and not to include my employer's sss# since it has nothing to do with my loan. They made sure it's possible and that there should be no payment that will "float". After 3 business days, my payment posted successfully.

I was both shocked and disappointed to have been treated in this way and believe you should be made aware of your employee's action. I am a former BDO employee. I've been with BDO for 6 years and 7 months and I am very much aware how to pocess a good customer service!

I trust that this is not the way SM does business and that you will mention my concern with MERCEDES RAMIL about the incident. I am open to discussing the matter further and should hope that you will respond with a solution to prevent this incident from happening again.

December 7, 2017

To sm management,

This is to formally complain regarding the service delivered to us (Me and my friends) yesterday december 6, 2017 around 8:00-9:00pm at sm city bacoor. We have observed an improper action/attitude done by a cashier named mara v. Delbo assigned in cashier 9 2/f of sm department.

We bought like worth of php 3, 500 items with the used of sm gift card. Apparently, upon paying it in cashier, there was a system error encountered. As per mara, system was down. We approached her to try it again. She did it twice but then informed us that she can no longer accomodate our items, so instead she will just void it or we have to consider to settle in cash in a very rude manner. This was the starting point that our blood boils in to the highest level but we don't even shouted, even once.

She responded things like,

"down nga po yung system namin ngayon kung gusto niyo po magbayad na lang ng cash!" (Period)

"ano po bang gusto niyo, i-try ko lang ng i-try?"

"i-void ko na lang muna yung items niyo!"

She started to make sound of the things that she holds like telephone and card terminal. We ask for another staff who is much higher/educated than her, she presented her supervisor named lorilie ramos and a manager named lourdes calingasan to approach us regarding our concern. Luckily that both of them did not offer any other ways/solution on using the gift card rather than settling in cash. Bravo!

The mere fact that the sm gift card was purchased also to your company as a payment method for purchasing your goods, how come that there are no other resolutions other than paying in cash? You have to consider that it is not the customer's fault that your system was down from that moment. We traveled to sm bacoor after 10 hours of work only to find out that we will be heading into such a big disappointments!

It may not turned like this, if you had just delivered it in a polite/gentle manner to your customers. Customer service is something that incredibly compassionate and absolutely positive people in terms of service excellence. You are just showing to all your customers that you are not even qualified to do such thing!

Personally, I just want to let it pass considering the fact that the personnel maybe having a bad day or just tired but it's not an appropriate excuse to act the way like she did. I'm not trying to make it sound like that I want your staff to be terminated or whatsoever. I'm just trying to make a point that these things should be addressed for you to be able to improve your services.

Will be waiting to your prompt acknowledgement.

Hypermarket Mall of Asia is not providing a discount for PWD person. Supervisor and Cashier mentioned that it is not included to have a discount. Do you have a list of diapers with their brand that can only be availed and have a discount for PWDs? They also mentioned that their system is automatic and once punched at the cashier its automatic to have a discount if there is one. Based on the PWD booklet from Paranaque Cityhall, diaper is included to have a discount for my PWD son.

Oct 22 park at basement parkin right side at around 9am to go to grocery. PWD is not allowed to enter the entrance even you show your Id for the reason mall is still close but am only going to grocery as advise by Ms Ana Tan It is disappointing. We have to walk to the other side. will mgmt shoulder the expenses for medication and how about the time wasted? And am going to give business to the mall am buying stuff.
Mgmt should look into this?

Yesterday past 11 am oct 14, 2017 (2nd day of 3 day sale) mahaba ang pila sa mga counters... limited din kasi ang open counters.. 1 big cart 1 senior 1 prestige at 3 fast lane... marami ang nagbabayad at napakababagal ng cashiers gumalaw.. wala pang baggers ang ibang counters kaya isa pang matagal.. Lumapit ako sa customerbservice para iparemind ang cashiers na bilisan ang kilos. May 1 staff na girl sa labas naka slocks at blouse light blue yata.. at 2 staff sa loob ng CS counter.. ung isa may CS na sash.. yumango naman sila.. pero hindi naman sila pumunta sa counter to rrmind them.. ako na nagsabi cashiers na medyo bilisan. Tumingin lang naman sila sa kin at antokin pa rin mga kilos. Parang tamad na tamad.. binalikan ko sa customer service sabi ko bakit wala man lang nagreact sa sinabi ko e humahaba lalo ang pila. 3 day sale.. nagpapage na raw sila ng counter manager.. grabe. Simple lang naman sinabi ko medyo buhayin nila natutulog na dugo ng cashiers ninyo.. kaya pala antokin ang mga cashiers kasi wala palang pakialaman.. so bumalik ako sa pila. may 1 guard na umaayos ng pila sa fast lane.. sabi ko sa kanya parang hindi 3 day sale ang open counters.. sagot nya ma'am sabihan nyo po sa kanila.. tapos ung isa sa fast lane sinara pa kasi lunch daw wala pang karelyeno.. sabi ko ano bang diskarte yan.. pareparehas naman kami siguro gutom at wala pa namang 12nn.. at mahaba pila.. sana sabi ko sa guard dapat ubusin muna kaming nakapila.. may oras daw kasi kain cashier..
Kulang sa diskarte ang mga tao sa floor.. sana man lang isang hanay lang naman counter kung wala talagang staff.. medyo tumulong muna sa queing.. kaya iniwan ko na lang pinamili ko sa pila.
Nakakadisappoint lang talaga.
Kahit malayo ang SM Pampanga doon na lang ako magogroceries. Never na ako mamimili sa Downtown. Walang quality ang customer service nila sa downtown. Ok lang sana kung hindi SM.

Sana makitaan ng pagbabago ang mga staff. Na meron maglelead.. sayang naman nasa harap pa naman ng Customer Service Counter ang Cashiers Counters..

MRS. LORILLI Quizon

SM (Baguio)

Awhile ago, my friend wants to buy the product because she saw it on the page of maybelline on facebook that they have this discount (50%) off the product i dont know if its 50 or 100% off and then we've asked the saleslady if its already discounted and the saleslady says it regular price, how come its still the regular price the company posted on their fb account that they discounted the product starting sept 29 until october 1... The saleslady did not entertain us when we ask her that particular question.. So thats why we buy the product to the other store and they said its discounted already ...

So SM particularly on the department store please inform your employees about the product and the discounted price. Thats all please take immediate action to this matter. Thank you

I understand that this restroom is for PWD, pregnant and elderly however my husband and myself would normally use this restroom to clean our toddler who's very hyperactive and cleaning just by myself is nearly impossible to do. We went toSM angono and we almost beg the manager to let us use the PWD restroom but to our surprise we were rejected just like that. SM mall is our go to mall every Sunday however the lack or facility for family use makes it very inconvenient for a family like us.

We bought inverter refrigerator last December 2016. At first it works well then after 3 months we noticed that the second door is always warm and has an error indicator that turns red. It also starts to vibrate. We let it for two months because the issue were sometime solved by adjusting the temperature. However, after another 2 months (exactly 5 months from purchase), its not working . It doesnt get cold even on freezer. We called SM supermall and ask for repair and the maintainance go to our house after a month! We got back our ref after 3 weeks and they said the compressor and another parts is defected and they replaced it. We thought that it is ok, we've used it but we notice something odd. The freezer is working but the second door is not! It ks very warm and for almost a day of our water there, it doesn't get cooled. We were so disappointed because when we called backef again to SM, they told us they will call the maintainance again and we will wait again! We are asking for replacement but they cant commit because they told us they need approval. Seriously? We are using thus ref foe our business. Please call or contact me asap. We will report this to government agency here who is in charge of consumer if there were no action taken.

Good evening. I just want to bring to your attention the customer service personnel of SM Baguio. It is a pity that she was stationed there and she was unable to do her part. I left a yellow grocery bag with several items in it at d supermarket baggage counter. But because i bought plenty of items inside the grocery, i failed to get it back. I then texted my daughter who is near d area to try and get my items...i told her whats inside the sm yellow plastic bag. Its just she doesnt have the number because its with me and i am already far from the city to go back and surrender it. I appreciate your company protecting your customer...but there is always an exception to the rule right? In the first place all of the contents of the plastic bag was itemized by my daughter. It is not that valuable...why will someone put interest into it if its not hers? And the saddest part was...the lady left her without saying a word. My daughter felt disrespected being left unattended. The incident happened at about 7:40pm tonight. Kindly investigate on the matter. Thank you.

Good day. I just want to complain about my plane ticket which will be paid at SM City Puerto Princesa which I chose on September 17, 2017. I know that the payment should be settled before 7 pm. I've been on the customer service of SM before the said time (30-45 minutes I think). They've accommodated me very well. When they are in the process of my concern, I can sense that there is a problem about the computer they are using for processing my papers. I've waited for 30 minutes or more than that time and they said that they cannot process the payment because their system is closed for Air Asia. I am disappointed to hear their reason because there is no other store to settle my payment because of the time requirement for it to be paid which is only 12 hours respectively. I have booked a ticket which is on a promo status and when I look into the prices of plane tickets after that incident, the price becomes higher which is too much for my budget.

I was in SM Pampanga yesterday and i went into The Body Shop store at 6:50pm asking the staff for my Exclusive Treat.
There were two ladies, one wearing black and one wearing white. The one in black assisted me so i told her i have received an e-mail from sm advantage saying i have a free gift from The Body Shop. She seemed not to know what i was talking about and requested me to show her the e-mail message. Unfortunately i wasn't able to open my e-mail on my phone at that moment due to lack of internet connection. I asked her again if they are giving freebies till the end of September. She responded yes there are some kinds of freebies to our loyal customers who owns The Body Shop membership.
Again then why i was sent an e-mail to get this treat from The Body Shop?
If i am just going to be embarrassed infront of the other customers present there by the way i was answered, then please do not send me an email to go and get an exclusive treat.
I mean last month i bought from the body shop some things as a present to my wife for our wedding anniversary.
Why am i not treated same way as their loyal membership customers?
Why will i have to feel embarrassed for asking something i was said to have as a gift or an exclusive treat and be treated unfairly?

That is all. Thanks again.

Bakit hindi kyo nag aaccept ng authorization letter? what if needed? kgays ngaun I just gave birth.. at CS ako... I ask my sister to use my credit card to buy me and my newborn child things that we needed... tpos ang issagot nio wlang autho authorization sainumyo? Npka [censor] nmn ng rules nio! are you saying na useless ang authorization letter d2 sa pinas?![censor]!

Bakit kumukunsinti kayo ng mga kahera na namemeke ng pirma ng customer sa charge slips na nakkalimutang pirmahan lalo at credit card? Hindi ba fraud ang tawag dun at falsifications of documents? Bakit nyo hinahayaan na ganon ang nangyayari? Kailangan ba malaman pa ng ibang customer nyo ang tungkol dito at matakot na silang bumili dahil sa takot na baka pagnakawan sila at pekein ang pirma nila Sana gawan nyo ng aksyon agad2 yan lalo at nalaman kong madaming kahera ang gumagawa nyan sa bldg A na nalalaman ng mga supervisors pero hinahayaan..hindi ba paglabag yun sa batas at paglabag sa karapatan ng mga customers? Sana gawan nyo ng aksyon kung ayaw nyo masira kau sa iba at mapagtawanan ng ubang kumpanya

I bought two P199 for 2 tubes Colgate Advanced Whitening in SM Megamall Supermarket yesterday, August 13, 2017. Upon check out, I noticed that the price shown is P129. I immediately raised it with the cashier. She asked someone - looked like another cashier - about it and she didn't know what to do either. A manager/supervisor was NOT consulted. She asked us to wait and continued ringing our items. Once done, she simply showed me the final amount and I paid the same. I checked the receipt and it still shows P129. So I asked her again. She has started checking out the next customer and without looking up, she told me "yan po ang lumalabas na price e".

My issues here are:
1. You are charging customers more than your marked/shelf price. This is cheating and dishonesty at its finest. Very unethical and totally unacceptable.
2. Your employees do not have training/knowledge on what to do in this kind of situation. I raised the issue right then and there yet nothing was done about it. The cashier didn't even get back to me, in the hopes of maybe I've forgotten about it. I was basically dismissed. When I approached a Customer Service Assistant, the ones with a yellow sash around them, she ran away from me. Really poor customer service.

I hope someone from SM gets back to me about this. You are cheating your customers and this needs to be addressed.

I don't understand why, it is peak hour (around 7pm) and there are only two cashiers available. (Right Side)

Worst, the supervisor collected the money from these two available cashiers while, there are about 30 people in line waiting for their turn.

I myself, waited for about 30 minutes just to be able to pay!

When I asked the supervisor why there were only two cashiers available, she told me there are other cashiers on the other side.

Unbelievable, she does not seem to get my point. Why would she tell me that there are other cashiers available on the other side of the supermarket, when there was also a long line of customers already, who are also waiting.

Please hire, intelligent and reasonable people so that you do not waste your customers time.

After carefully picking the groceries on our list for two hours and when I am just about to pay, I was just informed that ttansactions using any card including atm cards cannot be processed because the system.is down. There was no single advisory that the system was down. It was so inconvenient.

I have no choice but to leave most of the items and just buy only the items that can be paid by the cash I brought with me.

Hi, just purchased joy dishwashing liquid with promo of free bonus luncheon meat at sm manila last July 23, 2017. Upon opening it there is a small portion of greenish black color on the upper side area...see attached file...receipt is being thrown in the garbage but you can verify my purchased thru smac with ref#[protected]. Will wait for your feedback regarding this...

Hi, your bagger from sm supermarket, sm novaliches from the senior citizen cashier dutied yesterday, july 24, 2017 and around 7:30pm-7:40pm when me and my mom was about to leave the cashier area, one of your bagger touched or accidentally touched my butt and almost touch my private part. He looked at me laughing like it wasn't meant to happen. Then I cursed at him and that's the only time that your bagger said sorry and it looks like I forced him to say that. Then my mom heard me. Then she also said something to the bagger then the bagger said he was sorry then smiled. Then when my mom went to the comfort room beside watson's, I saw them high fiving and laughing probably for what had happened. I am offended for what happened. I was about to get his name to file a report to give him proper sanction or whatever it is that would discipline that [censor] who laughed at me, touched me, and was forced to say sorry because I cursed on him. I hope you do have time to read this because until now I can't stop thinking about what he did. What had happened. I was still in shock that inside your mall premises something like that happened to me. Also when I look at him I saw him the he's smiling and he's about to laugh. You can check your cctvs to see if I am telling the truth or not. But as i've said I hope he do receive a proper sanction. I also message your sm novaliches facebook page, not sure if they or you really manage to check the social media accounts.

I would like to file a complaint against the service of the Games&Gadgets shop in SM Baguio. I have returned a defective apple cable charger that I bought from them late April 2017. An employee told me they would have it replaced in not more than 2mos, explaining they will ship it back to the suppliers in Manila. She gave us a choice if we'd prefer to go directly to Manila or let them do the return request. She told told me it would be better if we let them do it, so we did. We went back the next week and they told me, they were not able to send it yet. The next weeks, their excuse was that there was still no delivery. I wanted to know exactly when I can have it, since I have nothing to use and that it's been a while now. I am very disappointed with how they handle the situation. They even raised their voices and told us "sana kayo nalang po ang nagpuntang Manila kung hindi ninyo maantay", "ipapadala pa nga po sa Manila tapos sa Singapore" "Hindi naman namin kasalanan na wala pang delivery at di namin kasalanan na sira yung item niyo", "(to her co-workers) sa susunod wag na kayong tumanggap ng replacement". It was really frustrating to deal with these people with attitude, there was no empathy at all.
I hope you can help us with this.