Grand Senheng Elite Putrajaya

The staff named Daniel provided a great purchasing experience overall. From start till finish he was very attentive and provided adequate information or feedback to my inquiries. The explanation was clear and concise and I understood it immediately. All the offers provided were reasonable and satisfactory. It was a fantastic experience overall.

I am writing to follow up on my previous communication regarding the mishandling of my order and to express my heartfelt gratitude to the Grand SENHENG Elite Putrajaya team, particularly Mr. Azrol, for their outstanding service. Despite numerous frustrations caused by the HQ Customer Service, e-Commerce, Logistics, and Packaging teams, Mr. Azrol demonstrated professionalism, empathy, and problem-solving skills that significantly alleviated my dissatisfaction. He facilitated the exchange of my phone without delay, ensuring the process was smooth and stress-free. Mr. Azrol suggested I call Careline again and requested them to update the order details, and then the SENHENG Putrajaya branch promptly contacted me by 6 PM to head to their branch, of which I was able to complete the exchange efficiently under Mr. Azrol’s assistance.

Unfortunately, my experience with the HQ teams was far less satisfactory. The issue began with the Packaging team, whose negligence led to me receiving the wrong product in the first place. Such a careless mistake is entirely avoidable and highlights a lack of proper quality control. This initial error was compounded by the e-Commerce team, whose rigid adherence to policies and outright rejection of my repeated requests to exchange the item at the nearest branch made the situation far worse than it needed to be. Their inflexibility, despite my providing all necessary proofs, turned a straightforward resolution into a frustrating ordeal. Additionally, the Customer Service team failed to provide any meaningful solutions or escalate my case effectively, further delaying the resolution. The Logistics team exacerbated matters by insisting on a cumbersome courier process that would have taken several days for both pickup and redelivery. This inefficient approach showed a complete lack of consideration for the urgency of my case, as the phone was meant to be a birthday gift.

These shortcomings caused significant delays, wasted my time, and created considerable emotional stress. The lack of accountability, empathy, and flexibility exhibited by HQ was deeply disappointing, leaving me with no choice but to seek help directly from the Putrajaya branch. In stark contrast, the Grand SENHENG Elite Putrajaya team went above and beyond to resolve my issue swiftly and effectively. Their proactive approach and willingness to offer solutions highlight the kind of customer care that every branch should emulate. I strongly urge HQ to formally commend the Grand SENHENG Elite Putrajaya branch, especially Mr. Azrol and his team, for their exemplary service and dedication to customer satisfaction. Their ability to empathize with my situation and take prompt action is a testament to their professionalism and commitment.

Furthermore, I would like to reiterate my request for compensation for the time, effort, and emotional toll caused by the HQ team’s inefficiencies and mishandling of my case. While I am grateful for the resolution provided by the Putrajaya branch, the avoidable complications caused by HQ teams reflect a need for significant improvement in processes, from quality control during packing to the overall flexibility and customer-centricity in handling complaints.

I hope this incident serves as a valuable learning opportunity for HQ and prompts immediate improvements to prevent such issues from recurring in the future. At the same time, I trust that SENHENG will acknowledge and celebrate the outstanding contributions of the Grand SENHENG Elite Putrajaya, whose actions upheld the company’s reputation during a difficult situation.

Just bought a skyworth fridge and a samsung aircond from this place, recommended.. thank you to En Wan for helping us in choosing best buck for value items.