It has been about 6 weeks since I redeemed my BonusLink points (on May 26, 2012) online for my gift. Who would have thought that what seems like a pretty straight forward no hassles redemption could have turned out to be a total fiasco thanks to BonusLink's choice of non-performing courier service provider, City-Link Express.
The following is the account of my experience with City-Link Express . Read on...
Saturday, May 26, 2012
I make an online redemption on the BonusLink website for the gift.
Monday, June 18, 2012
I email BonusLink through their website to ask about the status of my redemption as it had been over a month and I had yet to receive my vouchers.
Thursday, June 21, 2012
This is the reply I got from BonusLink:
Dear xxxxxxxxxxRe : BonusLink Card Number - xxxxxxxxxxxxxx
Thank you for your e-mail and we apologise for the delay in our reply.
We refer to your redemption for the xxxxxxxxxxxxxxxxxxxxxxx (gift code: xxxxxxxx) which you have yet to receive.
Thank you for your e-mail and we apologise for the delay in our reply.
We refer to your redemption for the xxxxxxxxxxxxxxxxxxxxxxx (gift code: xxxxxxxx) which you have yet to receive.
We have logged your complaint and will refer it to the relevant party for further investigation. We will get back to you within 7 working days with an outcome of the investigation.
We apologise for any inconvenience caused. Please do not hesitate to contact us should you require further assistance.
Tuesday, July 3, 2012
Saturday, June 30, 2012
I received a phone call from a City-Link representative (an Indian female) who called to arrange for the time of the delivery for the said gift. I told her to make sure that the delivery is done BEFORE 12 noon on the following Monday (July 2, 2012).
Monday, July 2, 2012
I waited for the delivery on Monday, but nothing arrive then either.
Thursday, July 5, 2012
At approximately 8:45 AM , I received a phone call from a representative of City-Link (a Malay male) who called to arrange the time to deliver the gift. I told him to make sure that the delivery is to be done BEFORE 12 noon on the next day Friday (July 6, 2012).
Friday, July 6, 2012
On Friday, I waited for the delivery but nothing arrived. In the afternoon,
I received yet another phone call from a City-Link representative (a Malay female) who called to arrange the time for my delivery. Again, I stressed that the delivery has to be made BEFORE 12 NOON on Monday, July 9, 2012 and she assured me that this would be done.
Monday, July 7, 2012
At 10:30 AM, Sathish, another City-Link representative called me to inform me that the driver "has a problem" but did not say what the said "problem" was.
He wanted to know if delivery could be made the next day on Tuesday, July 8, 2012. I told him that that would not be possible as I have taken too many days off work to wait for this elusive delivery and that the delivery had to be made TODAY, BEFORE 12 NOON today as agreed. Sathish then says that he'll call me back.
At 10:37 AM Sathish calls back to ask yet again if delivery could be made the following day on Tuesday, July 8, 2012, to which I said I would be at work and could not afford to take any more days off work as the delivery never seems to be made even when agreed to by City Link representatives. I stressed that the agreement was that the delivery was to be made TODAY, BEFORE 12 NOON and not tomorrow. Again, Sathish says that he'll have to "check" and call me back.
At 10:41 AM, Sathish calls to say that the delivery will be made TODAY, BEFORE 12 NOON.
At 11:36 AM, Christina from BonusLink calls me to see if I have received the gift. I told her nothing has arrived and that I was unimpressed with BonusLink's choice of courier service provider. She checks on her system and says that the gift is with the driver. Again, I told Christina that the gift had to be delivered TODAY, BEFORE 12 NOON. When asked what BonusLink would do if the gift is not delivered today, Christina was unable to give any solutions. I then requested to speak to her manager. After being put on hold for a few minutes, Christina comes back on the line to inform me that the manager was not available and that he would call me.
At 2:27, I get a call from Noel, Christina's manager at BonusLink. He told me that City-Link informed him that they have spoken to me and assured him that they had called me and I had agreed for the delivery to be made before 5:30 PM today. Hmmm...so City-Link now resorts to creating stories... Anyway, I corrected the facts --- City-Link had not made any further arrangements for the delivery and again I told Noel that I wasn't home since it was after 12 noon.
I requested for the points to be reverted to my account since I didn't think that City-Link was capable of delivering the package to me. I didn't want to waste any more time waiting around for the delivery of this elusive package.
At 2:40, Christina from Bonuslink calls me to inform me that the points have been reverted into my account and that I may redeem my points at any of BonusLink's partners's On-The-Spot redemption retailers.
As for City-Link Express, well, here's my take on them --- They are just a waste of time. They seem to have no sense of commitment and don't seem to respect other's time. They don't understand that they are there as a business and as businesses go, they have to make deliveries to the convenience of the recipients and not to deliver as and when they please. In short --- City-Link Express is a serious waste of time, DON'T USE THEM!!!
