Name: Family Deluxe Dinner Tingkat - 10 Days
Brand: Le Xin Catering Group Pte Ltd

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1.0 /5

(Verified Purchase)

Reviewed on 26th May 2020

More:

Food

Service

Value

Ms Meiyin Lim
Tingkat 10 Days Dinner
Woodlands Street 32
11th May 2020
3 Pax

My food never came

Reviewed on 26th May 2020 Verified Purchase

Uploading this review here not because I want to get any reward from Foodline but I just want to give a serious feedback, in hope that this Le Xin Catering will improve their service and do not let any future customers experience the same bad ... More service as me.

I have placed my 10-days tingkat order on a Saturday. Subsequently, I received a call to confirm that my tingkat dinner will start on Wednesday.

Wednesday came and we were waiting until we suspected something was not right as it is already 5:48pm and our dinner had not arrived.

I called the hotline and the lady over the phone told me my tingkat delivery was on the way. Note that at this moment, I had double checked and asked if it’s really on the way and she said yes and that their delivery is from 4:30pm to 7pm, so I should received my food by 7pm.

So I waited till 7pm, the food was still not here yet. I tried calling the hotline again only to find out that their customer service only operate till 6pm. This is something I cannot understand because if food doesn’t arrive by 7pm what is the customer supposed to do?

Nevertheless I was routed to the “after office hour help desk” which isn’t of much help because the lady over the phone can only gather information and get back to you the next working day. They cannot do any checks, neither cal they contact the delivery man. So for what ah?

Conclusion, at 7:30pm, nothing is solved and my family and I have waited for nothing. I think what triggered me the most is I called to confirmed on my order on the same day and yet all these still happened.

I have since then opted for a full refund from Le Xin, and I thank them for processing the refund quickly. While this drama has ended, I really feel that the whole customer service experience is really bad, every part of the customer service process is wrong.

While I can understand it might be a busy period for Le Xin due to Covid, however I do not think this should be an excuse, they had more than 48hrs to process and prepare my order.

I do not need any further compensation for this unpleasant experience with Le Xin, I just feel that you should really look into your customer service and processes.
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Family Deluxe Dinner Tingkat - 10 Days
provided by Le Xin Catering Group Pte Ltd

First time ordering from merchant: Yes

Will recommend this merchant: No

Le Xin Catering Group Pte Ltd from Le Xin Catering Group Pte Ltd responded to this review

Responded on 26th May 2020 12:18 PM

Dear Ms. Mei Ling,

Thank you for your valuable feedback and understanding. We would like to express our sincerest apologies on this matter that happened due to our operations oversight.

Our Operations Team will take extra precaution to ensure ... More such mistake will not happen again.

We are glad to hear that you’ve got your refund and we will strive to serve you better in future again.

Best regards,
Le Xin Catering Group
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