SM Supermalls
Reviews and Complaints

Would it be possible to adjust your supermarket operating hours to 8am? Like other cities in the Philippines.

Also, I always notice that you are always out of lettuce, your fruits/veggies produce is not inviting to buyers. I'm not just really used seeing such branch not competitive than your other branches.

Adjusting your operating hours will not only lessen the crowd people but also people can easily shop due ti shorter to the queue

I just left may cart full of groceries to get a bottle of drinks then someone took it and took out everything from the cart. It's past 7pm and the supermarket is already closed. They just letting other customers to finish that's why its very frustating to start all over again but we did not buy anything since it's very late. I'm very dissapointed with thier service to think that in just 1 second they wasted our efforts on collecting the groceries. So I filed a direct complaint with thier supervisor. I hope someone make an action with this kind of incident. I'm in so much anger that I really want to shout inside the grocery store. Im Very very very dissapointed!

So yesterday, 6 pm ( August 7, 2021)

I went to SM Main Cebu, SM appliances.
The Guy Name Donald R., Was the sales person for Aircon, I was enquiring about Aircon about Samsung, he said Kolin has same features as samsung . When I really asked what features it has he said he don't have idea.
Secondly I kept on asking to him does it Air purifier like Samsung and LG, he continue to keep on lying shamelessly yes sir it has .
I keep on asking he kept on saying yes. And my mother in law bought it believing on his words .
She is 59 .
I genuinely felt like scam . Not worth to buy .
I still kept on asking to the guy he continues to lie still.

I will request you to educate them well. Tell them not to lie, if they don't know ask them they will check and confirm and should have brochure.

Had an accident today, slipped just in front of the entrance because of wet floor, no caution sign or any warning, kneecap got dislocated they just gave me cold compress and xray, no pain killer was given and they're like in a rush to send me home. Now my injury still hurts, I don't know how am I supposed to go to my work. No compensation or whatsoever.

Unhelpful supervisor joel e dugos and cashier melanie at sm supermarket, sm center las pinas branch

I bought one tray of eggs at SM consolacion cebu and upon cooking I discovered 2 expired eggs (so far). I went back to the mall to complain but I was just told to return the whole thing for them to resolve it. Can you believe that? A picture and receipt are not good enough this days. They want me to carry back those smelly eggs!

May I ask you not to train your cashiers to ask for any discount card, senior/PWD card for anybody with greying hair. For all you know they are not senior citizens/elderly yet. My husband and I prefer not to dye our hair for more than a year now, because a greying hair runs in the family and it is a sign of wisdom. This cashier told me it was part if their training to ask. My husband and I are on our 50s, but I feel it is improper to always ask for a senior/discount card. If I am a 'senior citizen' card holder, by all means I will give it first than my other cards. This is very annoying and upsetting, and a cashier who still will argue with you telling you it is part of how they are trained. This isn't good at all. This happened around noon 06/06/2021 at SM Makati Supermarket.

Hi,

Good day! Pls call the attention of SM Hypermarket located in MLogarta St, Mandaue City branch in the packing of grocery items.

As I was waiting for my receipt and change, I let the bagger packed my purchased items instructing him to segregate the food and non food (he moved as the Packing Area was outside the store).

He was already waiting for me with 2 boxes packed and tape-sealed. But I still had to ask to tie the boxes too.

When I got home, I opened the bigger box astonished, annoyed and disappointed.
1) All items were not arranged properly - like everything has been thrown inside
2) Poisonous item (racumin) was included in my food!

The above incidents will certainly give a bad image to your store. Please check immediately.

I am an avid buyer in SM and I am still looking forward to shop in your store. I just hope this wont happen again and to other buyers.

Thank you.
Jasmine
[protected]

I bought two packs of pf tender juicy hotdogs cocktail, both are not expired but soiled. They are sour and smells really bad. Sira na. Anomg ginagawa nyo?! Pangalawang beses na ko bumili na ganito nakuha ko! Irereklamo ko kayo sa doh. I don't know why you still sell these hotdogs. Pero food poisoning ang gagawin nyo sa tao. Wala kayong kwentang store.

I lost my phone and wallet inside SM Hypermarket. I asked help from the security guards on duty to check the CCTV footage in case I dropped it, I can still catch up with whoever got it or if I was robbed (which I suspected), we can still catch the culprit. After how many days of following up with their management, I finally got an email after 3 weeks. I was told that the incident was not captured (which is very weird because it happened right in front of the cashier) and that I don't have the right to view the footage. I just wrote to Tulfo In Action as I've read a couple of scenarios like this that they lost their belongings inside the grocery. I want to expose the incident as I don't want others to be a victim of this incident. I will also publish this on social media so people will know that they're not safe inside the SM facility.

I would like to complain about a rude employee who looks like she's working from the Beauty section of the department store. This happened today, March 31, 2021, Wednesday, around 6:20pm.

I was falling in line at the cashier, gonna pay for my stuff. After the customer in front finished, it was my turn. Technically, the line should be at the back side of the customer, not IN FRONT. When it was my turn at the cashier's, this old woman with his son told me that she thought it was her turn. Then she asked where does the line start anyway? I asked the cashier the same thing. And can you imagine that these employees don't even know where the line at the cashier supposed to start?

Is this how you do it SM PAMPANGA? I know this was not the other lady's fault. I much respect for her coz she only kept silent.

Suddenly this wicked EMPLOYEES walks through and then told me sarcastically in Capampangan's dialect (Eya biyasang pumila i achi, kabud niya susulput.)

In TAGALOG (Hindi marunong pumila si ate, bigla bigla nalang sumusulpot.)

Are these the kind of EMPLOYEES you are hiring SM PAMPANGA?

Of course I was embarrassed, lots of people looked at us at the counter. This RUDE EMPLOYEE OF SM PAMPANGA was supposed to be a Customer Service Representative for the Beauty Section. But because i was a lot younger than her, she disrespected me and forgot that I am a customer and that she was supposed to help me instead.

It was almost the night time, so i didn't bother anymore to get her name and ask for her manager. OH BUT I KNOW HOW SHE LOOKS LIKE. I should have huh? But no, unlike her, I handled it the EDUCATED PERSON way. I could have got her fired, but I couldn't bare if someone loses a job especially during COVID just because of a little argument.

This lady probably is not happy with her job no more anyway. If that's the case, then maybe you should resign.

SM PAMPANGA, please train your EMPLOYEES to respect their customers.

I purchased a 6 setters dinning last nov 2020 in hypermarket the personnel said we need to wait for availability with in 2 - 3 weeks and months already passed still no update from him, we paid it already so we expected that he will comply to the agreement. The item was delivered but with bad quality the chair dislocated and not proportion.

I would like to report several instances that I got rotten groceries from SM City - Naga, Philippines.

In November 2020 I bought one dozen white eggs. I stored the eggs in my ref right after I arrived from SM. I usually crack an egg or two right before I cooked them. I was so disgusted to find out that five of the 12 eggs of SM were stale and useless. Imagine, I discovered the stale eggs one after the other right before I dropped them into my frying pan.

In December 2020, it happened again. Out of the 12 eggs I bought, 4 were stale. So I stopped buying eggs from SM after these disappointments.

I also noted to file a formal complaint about these incidents.

Then last Saturday February 13, 2021 I bought groceries again from SM Naga City, including 2 packs of tofu. Then I went home to cook sprouted mongo with tofu. To my disgust again, one pack of tofu was rotten and smelled really awful.

You have to tell sm naga to stop selling rotten groceries. Moreover, I request that you do something to make up for these shortcomings because as far as I am concerned, this is not over yet.

Good morning,

I went to SM Sangandaan Caloocan today 01/31/21 to fetch some item in the supermarket. Unfortunately I lost my wallet and reported it right away to one male security. He ask for assistance and a female security replied on the radio WHAT DO YOU WANT ME TO DO? they are lacking of respect and don't know how to treat sensitive issue. Lack of training when it comes to costumer service and hospitality

Recently purchase a slippers adidad adilette slides last week of December 2020. A week
after using it like 2-3 times just for malling purposes everything tear appart. I know I dont have the receipt already because I did not expect that the item will be easily broken for only like for one week. So I went to the stoee and show them the item they took a photo and they remember tha item
Because it is the last item and size taht time I
Purhcase and i know they have a barcode to know that the item
Came from
Their store. I wan to have it replace but it seems no one is takinh resposnbilty even the store. They keep on sayin they are still waiting for the feedback etc but nothinh has been resolve

I would like to complain the manager in charge at the SM HYPERMARKET MOA at this day (Sunday, January 10, 11:35AM). She was suppose to address the customers pain points & not to make things complicated. I was trying to use my SODEXO voucher to get the Purefoods Fiesta Ham, which is unfortunately no longer availble. Instead of trying to help get a solution, they advised me to go to another branch since it is not available in MOA Hypermatket. The thing is, I had this checked with the customer service prior to using the SODEXO. I was advised that I can replace it with other purefoods product which is on their list. I had it replaced with other PF products and when I am about to pay, the cashier told me that it cannot be used with any other product. I asked for the manager and the manager told me the same thing. So I asked her that customer service confirmed that I can use it on other PF products. See? Where is the disconnect? Why are your people not communicating with one another? This issue should have been resolved right then and there, but I was forced to sort this out by myself. I have to leave my line and walked to the customer service section. This is not a good customer service. I am so dismayed.

Kastress din bumili ng Appliance sa #SMMOAHypermarket. Bumili kami aircon, nong binuksan namin, wala ron yung remote. Kaya nga kami bumili ng automatic dahil don tapos yun pa mismo nawawala. Pagbalik ko mall, ako pa sinisi ng mga customer service bakit ngayon ko lang daw nireport. Take note, di naman kasi for replacement ang nirerequest ko, para sa missing item yun, malamang dapat ba maging conscious ako sa days of replacement nila.?

At luh, di naman yun katulad ng cp na kapag uwi mo ng bahay, pwede mo agad buksan to check kung may kulang. Aircon yun, karpentero lang talaga hinihintay namin magbuksan dahil baka masira dahil ang bulky din. And as if naman, lagi ako may time para pumunta roon e palagi ako may pasok.

Gets ko na kailangan nilang mag interview pero ung pagdedeliver nila ng salita, parang ako may pa may kasalanan e sila ang hindi naglagay ng remote sa loob. Tapos bawat lalapit saung tao, paulit-ulit sasabihin na parang kasalanan mo at sinungaling ka kasi iniinspect daw ng guard lahat ng item bago ilabas sa mall. May pirma ko pa raw resibo. Malamang pipirmahan ko yun kasi nga natesting naman nong nandon kami sa loob ng mall. Dapat daw chineck ko muna na pinasok sa loob bago kami umuwi. So kasalanan ko pa talaga na 'nagtiwala' ako sa kanila na ilalagay nila yung remote sa loob?

Jusko ha, common sense lang din, magsisinungaling pa ba ako para sa remote lang? To think pupunta pa ako moa kahit takot akong magbyahe dahil sa pandemic?

Nakakastress yung experience sa totoo lang. Hirap maging customer sa Pilipinas. Kasalanan mo kahit kasalanan nila.

Sa CS din naman ako nagtatrabaho, sa amin, kapag sinabing may missing item, onting tanong lang, nagpapalit na kami. Sa kanila, isang batalyon muna makakausap mo na paulit-ulit lang naman sinasabi at dadaan ka muna sa butas ng karayom bago mo makuha yung dapat talaga sayo at pinaghirapan mong ipunin na mabili.

Kawawa lang yung nanay ko kasi gift pa naman namin sa kanya yung aircon. Automatic talaga binili namin kasi medyo hirap na kumilos yun tapos in the end, parang magiging manual lang din pala yun dahil lang walang remote.

Hindi pa sigurado kung mapapalitan nila. Tatawagan na lang daw ako to confirm kung ano kahihinatnan. Which means, nagbayad ako ng mas malaki para sa automatic kahit na may manual aircon naman na mas mura. Kami pa magdudusa sa kasalanan naman nila. Hay.

I bought expired cdo kaong this morning from sm savemore san pedro.
I didnt check it when i was in the store coz im in hurry.

When about to use the product i saw the expiration sept 21, 2020!

Did you check your items to be delivered.
Did you man check it before. Going to display.

When i went back to store to complain and for exchange item. I checked the rack and i saw a lot of expired items.

The sm supervisor just told me na for exhange only.
Ganun lang?! Ganun lang yun?

What if na consume yung item ng expired so ganun lang din yun?

And the effort going back to the store just for the sake of informing the staff and for exchange! Its so hassle ang dami pa naman tao then traffic!

Please do something about this.

And i need feedback and result!

Thank you
Muriel guerrero
[protected]

Happy morning maam/sir may complaint ako sa officer ng mall of asia supervisor of Mbu appliances officer na si Mrs:Andrian Canlapan na pinagmumura kami ng potang ina pagsasampalim ko kayo mga gago.. Ng dahil lang sa di agad nkabalik sa warehouse dahil may customer po ako.. Dahil linggo po yun nangyari maraming customer.. Gusto ko lng po makakarating sa inyo dahil sa attitude nya. Sana di nyu po ma excuse yung ganung officer..

This is not so much a complaint as customer feedback.
I have been shopping at sm cubao for 12 years. Twice recently in the supermarket a checkout assistant has asked me if I had a senior citizens card. I'm not sure if it was the same girl twice or two separate.
I am 48 years old and I do not look 70! The first time I was so upset I went straight to the hair salon. The second time, with my new haircut and pink hair... Because I have grey hair, but i've had it for 25 years... And I was still shocked! I understand im wearing a mask and that maybe she is just looking at my hair, but to tell a fit and healthy woman in her late 40s she looks like a senior citizen is very insensitive and where I come from, basically insulting... I've started to shop less at sm and more at shopwise as I have not yet been insulted at shopwise.