THIS IS AN OPEN LETTER TO BELLA LUNA PTE LTD.
I had no intention of blowing things up but with the ridiculous emails you had been sending me, I felt like I needed to write an OPEN letter to you and make this known to all.
Anyway, let’s go back to the BASICS.
Marketing – most of us business grads would have taken this module before.
And even though I am currently not in the marketing line, I’m sure I have much more common sense when it comes to dealing with a dissatisfied customer & bad publicity.
What would you do if you were a marketing personnel from Bella Luna & you happen to have read about how dissatisfied a customer was with your service?
1) Write a letter of apology & ask for more feedback on how you can improve your service etc?
2) Perhaps do the above & also offer the customer another free treatment in hope that the customer would change their mind and give a positive feedback now.
3) Or tell the customer to shut up and retract whatever negative feedback that was posted on her personal blog
In this age of social media and technology, consumers are empowered with freedom and knowledge. The freedom to use & access the internet platform to gain more knowledge on whatever companies have to offer us. Check out review sites like Makeupalley.com where consumers all over the globe share beauty product reviews.
So this was what I did, I purchased an S$18 coupon via Cozyspree to indulge in a supposedly S$300 worth of treatments a day before my wedding photo-shoot. I was nice enough to exclude the fact that their masseur used so much strength that she ruined my manicure on 1 finger. I chose to close one eye on that…
However, I was not satisfied with the ambiance & the treatment so I decided to share my experience online. But Bella Luna sure wasn’t pleased with my candid review….
Check out their email to me:
PLEASE DOUBLE CLICK ON THE IMAGE TO ENLARGE
OR CLICK HERE
Firstly, what is with the “You have to remove all Bella Luna Pte Ltd reviews from your website immediately” ?!?!
This coming from a SENIOR marketing manager, I am indeed shocked by her replies.
She was not only rude but also made no attempt to find out what had gone wrong; why I wasn’t happy with their service and so on.
Not only did she not bother to rectify the situation, instead, she merely made matters worst.
Jennifer Tan’s next email was:
(Actual email can be seen in the thumbnail above or CLICK HERE )
I do understand the impact of bad publicity, however, this isn’t the way you handle it. Anyone can write anything in a review on their personal blog regardless of whether the service provider has given any consent or not. If I had received GOOD service from Bella Luna & blogged about it, do you think that Jennifer Tan would even bother to get me to remove my blog entry? Obviously, the answer is No.
Why would I even require written permission? So let’s say, if I buy a bag from ABC shop & I find it made of inferior quality, I can’t blog about my displeasure? If internet service provider XYZ gives me bad customer service, I can’t blog about it cause I have “no written permission to upload such reviews” ??? Jennifer Tan, stop making A FOOL OF YOURSELF!
Anyway, the last email was the final straw! (Actual email can be seen in the thumbnail above or CLICK HERE)
Btw Ashlene, if you still refused to remove your review, I cannot do anything about that right? But I wish to let you know that we at Bella Luna is extremely unhappy about it. Thank you.
Why do I, the customer, (or ex-customer because I’m not ever gonna step into their establishment ever with such crap service) need to care about your feelings when you have no regards for mine?
Instead of trying to appease the dissatisfied
customer ex-customer, Bella Luna decides to try to shut me up by getting me to remove my review.
Folks, do think twice if you ever wanna go to Bella Luna because they have crap services.