In my quest to make safer choices, I have decided to go organic. I was browsing the shelves in Caring Pharmacy in 1 Mont Kiara when I came across MooGoo products from Australia. Curious, I went home and googled them up. I discovered that many people were raving about their products.
I went back to Caring Pharmacy the next day to make my very first MooGoo product purchase --- their Milk Shampoo. Upon trying out the product for the very first time, I found it strange that the shampoo was runny and water-like in consistency and so, I made an enquiry via the MooGoo Australia website.
Their response to my question about the consistency was that what I had wasn't right and they asked for the batch number so that they could look into the matter and that I should refer the matter to their local partner, Triniare, in KL.
Okay, so I contacted the KL partner, Triniare, via the MooGoo Malaysia website and was informed by Sabrina, of Triniare, that there was nothing wrong with the product. In fact, here's the reply that I got from them:
"No worries about the Shampoo.
MooGoo Australia had some ingredients changed to further improve the shampoo and there is no problem with it."
Basically, Triniare gave me the brush off. There wasn't even any interest in finding out more about the concern that I was raising.
Unhappy, with their response, I forwarded the reply from Triniare to MooGoo Australia.
Strangely, enough, the next day, I didn't get a response from MooGoo in Australia but I got a response from the Triniare who by the way, has suddenly been inspired to show some interest in the matter. I can only assume that MooGoo Australia forwarded my email to Triniare. This is what Sabrina wrote:
I supplied them with the batch number as requested. Later, I got this response:
Note that the request for my contact number "so that they can contact me" is their way of not having any written record of their further communication with me.
I received a call from Sabrina, of Triniare, the next morning who didn't apologize for putting out defective products on the shelves to be sold. In fact, what she said to me was that they were willing to replace the product "out of goodwill"!!! Goodwill??? This is NOT goodwill! It is the company's responsibility to make good a defective product! They're not doing me any favours --- in fact, this is all a hassle for me. I have paid good money for the product and I want my money's worth. Nothing more. Is that too much to ask for???
I think it is high time that companies in Malaysia learn a thing or two about good customer service. When you make a mistake, you (1) admit to it and (2) make good your mistakes.
So, anyone out there thinking of buying the MooGoo Milk Shampoo in Malaysia, please check to make sure that the consistency of the shampoo is not watery, if it is, its defective and don't buy it because trying to get a replacement is one hell of a hassle.
MooGoo Australia, being aware of the issue that I was having, offered to arrange for a replacement to be shipped out to me from Australia if their local KL partner, Triniare, failed to sort out the issue on this end within the next few days.
Thumbs up to MooGoo Australia for their fantastic customer service but as for their local partner, Triniare, well, they have a llooooonnnngggg way to go (personally, they have absolutely NO idea what customer service really means).
It's a shame that MooGoo Australia has teamed up with such an incompetent partner in Malaysia.
I went back to Caring Pharmacy the next day to make my very first MooGoo product purchase --- their Milk Shampoo. Upon trying out the product for the very first time, I found it strange that the shampoo was runny and water-like in consistency and so, I made an enquiry via the MooGoo Australia website.
Their response to my question about the consistency was that what I had wasn't right and they asked for the batch number so that they could look into the matter and that I should refer the matter to their local partner, Triniare, in KL.
Okay, so I contacted the KL partner, Triniare, via the MooGoo Malaysia website and was informed by Sabrina, of Triniare, that there was nothing wrong with the product. In fact, here's the reply that I got from them:
"No worries about the Shampoo.
MooGoo Australia had some ingredients changed to further improve the shampoo and there is no problem with it."
Basically, Triniare gave me the brush off. There wasn't even any interest in finding out more about the concern that I was raising.
Unhappy, with their response, I forwarded the reply from Triniare to MooGoo Australia.
Strangely, enough, the next day, I didn't get a response from MooGoo in Australia but I got a response from the Triniare who by the way, has suddenly been inspired to show some interest in the matter. I can only assume that MooGoo Australia forwarded my email to Triniare. This is what Sabrina wrote:
" Good morning,
Btw, could you provide us the batch no printed on your shampoo and which outlet did you purchase the Shampoo?
We would like to determine that the Shampoo you 've got is the new batch or otherwise."
I supplied them with the batch number as requested. Later, I got this response:
" Thank you for your reply.
I have sent this batch number to MooGoo Australia and now awaiting for their feedback.
We can do a 1 to 1 exchange for you , however the Shampoos I have here with me may be similar to what you have.
Anyway, is it possible for you to provide us your contact number so that we can call you?"
Note that the request for my contact number "so that they can contact me" is their way of not having any written record of their further communication with me.
I received a call from Sabrina, of Triniare, the next morning who didn't apologize for putting out defective products on the shelves to be sold. In fact, what she said to me was that they were willing to replace the product "out of goodwill"!!! Goodwill??? This is NOT goodwill! It is the company's responsibility to make good a defective product! They're not doing me any favours --- in fact, this is all a hassle for me. I have paid good money for the product and I want my money's worth. Nothing more. Is that too much to ask for???
I think it is high time that companies in Malaysia learn a thing or two about good customer service. When you make a mistake, you (1) admit to it and (2) make good your mistakes.
So, anyone out there thinking of buying the MooGoo Milk Shampoo in Malaysia, please check to make sure that the consistency of the shampoo is not watery, if it is, its defective and don't buy it because trying to get a replacement is one hell of a hassle.
MooGoo Australia, being aware of the issue that I was having, offered to arrange for a replacement to be shipped out to me from Australia if their local KL partner, Triniare, failed to sort out the issue on this end within the next few days.
Thumbs up to MooGoo Australia for their fantastic customer service but as for their local partner, Triniare, well, they have a llooooonnnngggg way to go (personally, they have absolutely NO idea what customer service really means).
It's a shame that MooGoo Australia has teamed up with such an incompetent partner in Malaysia.
