Zen Aroma review for LL: Loyalty Rewards Referrals
June 18, 2023
I have just had the most appalling chat with Sophie that I can't believe even happened. She just continued to argue with me even after I asked to speak to someone else several times. The issue started when my customer didn't receive their points for their birthday. My customers birthday was on 11 June. She input her details on 21 April (50 days before her birthday) This app says you must enter your birthdate at least 30 days prior to your birthday in order to receive the points. I have a whole transcript of an argument with Sophie trying to explain that 50 days is AT LEAST 30 days before her birthday. Sophie insists that in order to receive birthday points the customer had to input their birthday WITHIN 30 days of their birthday. We went around in circles I don't know how many times. She even sent me a screenshot of the Oxford dictionary trying to prove her point but which actually proved mine. The upshot of all this is they have lost a customer. I'm still in shock about the terrible service. They need to update the instructions from "Customers must enter their birthday at least 30 days in advance to receive birthday points." to say WITHIN 30 days NOT AT LEAST 30 days.
Dear Valued Customer, We apologize for the unpleasant experience you had with me on our customer service team. I understand your frustration regarding the issue with your customer's birthday points and we take full responsibility for the miscommunication that occurred. Upon reviewing the situation, we have updated our instructions to clarify that customers must input their birthday within 30 days of their birthday in order to receive the points. We appreciate your feedback and will use it to improve our services in the future. We hope to have the opportunity to regain your trust and business in the future. Sincerely, Sophie | Loloyal Support
Loloyal: Smile Loyalty Program Point Vip Wish Membership