SM Malls Online

My order was scheduled for delivery at 1-3pm. However, as of 2:40pm, it is still being prepared. I chatted with multiple agents and no one can give me an exact time of the delivery. One of the agents said that someone will reach out to me for an update. But no one reached out still at 4pm. My bill was also reduced to ₱3,581 due to some items removed. My original bill was ₱3,969 which was paid for already. There was also no contact for possible replacement for unavailable items. An agent also told me I will receive an email regarding the refund of the excess amount paid. But an hour has passed and no email received about refund, no exact time for when I should expect delivery and no one reached out at all for an update on my order. I followed up via the app and verified my contact number with an agent, who confirmed it was correct. However, SM Market personnel later called me claiming my number was wrong. When I raised this, the agent changed their story, stating the number in the shipping details was incorrect—even though the number displayed on my app order page is completely accurate.

SM Online app has been a very useful app to get food and necessities delivered any day of the week. It allows us to order varieties of food with just one delivery charge (which often gets free when we order from more than one restaurant). There are also no additional fees, lots of discounts from a wide selection of restaurants and store vouchers you can enjoy to save a lot! You can also do shopping without leaving the comfort of your home. I can order my baking supplies, clothes and shoes, and even toys. It’s often inexpensive, but the food quality is the same even if you get it at a discounted price. Now you can enjoy food delivered to your doorstep without spending a lot.

I ordered from SM Online and paid via credit card for a contactless delivery. THEY MAKE YOU PAY FIRST BEFORE RECEIVING THE ORDER AND DEDUCT IT FROM YOUR CARD RIGHT AWAY. THERE IS NO GUARANTEE THAT THE CUSTOMER WILL BE REFUNDED IF THEY DON’T RECEIVE THEIR ORDER. After paying, the merchant called me and told me that some items are out of stock. So I asked if I can cancel it so I can place an updated order OR they can just edit it from their side. The “chat with us” Ollie from SM told me I can’t cancel it since the order is already being prepared. I asked the merchant if they can cancel or edit the orders, but they can’t cancel it as well and they can’t edit the orders. Since I didn’t have an option to cancel and I was not given an alternative way to update my orders…. I was left with no choice. Now, they don’t want to refund my money even if I sent them screenshots of the amount I paid and what was the UPDATED total order cost because of the out of stock items. There’s a discrepancy and since they make you pay before receiving the order… if there’s a problem with the orders you receive or there’s an incomplete order there is NO GUARANTEE that they will REFUND YOUR MONEY. They don’t have a contact number where you can call. You can’t even file a complaint regarding your order right away via the app. SAVE YOUR TIME AND MONEY. ORDER FROM FOODPANDA OR GRABFOOD INSTEAD!!!!