Reply and Apology to Candice Chua.

This post is in response to a review that I stumbled upon today. It was written more than a year ago but because the customer did not make any attempt to feedback to us directly, we were not made known to the review or any of her unhappiness.

Before I start my explanation, I would like to sincerely apologize to Ms Candice Chua for her unpleaseant experience with Magical Tannsu. I'm really sorry. I take responsibility for everything that had happened and do feel sincerely sorry, and I will take note of it and improve accordingly.

Original review at http://www.yebber.com/review/magical-tannsu/

In italics are taken from her review, and the rest are my response (:


"I added everything to cart, checked out and got an automated invoice instantly. There was no instruction on payment mode, I had to scour her very unorganized blog site before I found the "Payment Procedure" tucked away in a obscure corner of the sidebar."


I would like to explain that the email you have received is not an invoice. It is titled "Magical Tannsu Confirmation Email for order ref XXXXX", and that is what it is, a confirmation email. The whole purpose of it was to inform you that we have received your order in our database. That is why payment mode was not stated in the email. Our practice back then was to reply the customer his/her confirmation email with the payment details. As shown in this example







What was on the blog was more of a for-your-information, to inform customers of the payment mode should they need to know of it before placing order. We really don't expect our customers to go searching for it and transfer on their own, though if they do, it'd be really nice of them and it would also speed up things for the customer.

I'm sorry that you find the site unorganised, as the best I can do is only to insert all the information in the sidebar, which I would think any other blogshops does the same. If you have a better suggestion on where to place the information, please do let us know. Thanks!


"1) Other blogshops reply within 24hrs
2) Other blogshops send shipments the next working day after receiving payment.
3) While looking for her HP number on her blog, I realised she had time to update her many blogs, but did not have the time to check her emails, which, let me remind you, are the main source of her income, and the logic in that is completely beyond me.
4) She did not offer any explanation for the late reply, even though I emailed twice chasing for her to at least confirm my payment."

I do understand and acknowledge that there are many blogshops out there that are way more efficient than me. However, I would like to point out that I never ever misrepresent my services. I never put my shop forward as a shop that replies within 24 hours and a shop that sends shipment the next working day. In fact, it was stated on the site that we reply email within 2 days and we mail out packages within 3 working days. That was (and still is) our policy and we had no intention to compete with other shops in terms of this. If you cannot accept this speed, we are completely fine with you purchasing from another store. This is not to say that we do not appreciate our customers, but just that we know our ability and we want to represent it truthfully, and you are free to choose in the market who you want to purchase from. (:

Your friend's birthday was on saturday and you placed an order on Tuesday night. Even if we could have replied by Wednesday and mailed on Thursday, it would most probably not reach you on time. We do highly encourage our customers to order early, especially in an online shopping context when you don't get your products on the spot.

This shop was not and is not and never will be, my full time job or source of income. I set up this shop because I enjoy sharing good products with girls out there that may wish to have access to these products. I do not rely on this for a living. I do still want to enjoy my life as a student and as a teenager (back then I was..). I don't really want to let this shop affect my normal life more than it already had. Also, I only have one 'personal' blog, which is this url. The rest are all used for the store purposes (sprees, instocks etc). Therefore I don't know which "many blogs" you are referring to.. If you are referring to my personal blog, for that period of time i blogged on 31st aug, followed by 9th sept, 14th sept, 16th sept. I feel quite silly having to explain my personal life to you but I really don't find it that frequent. If you are referring to my shop, please understand that I do have to update my store frequently so that people know that I'm active. I don't think it's quite fair to call me irresponsible or inefficient for replying at a speed that is not up to your expectations because I never claimed to reply within 24 hours or mail out the next day in the first place. I also I really hope you can understand and forgive my position. (:


However, we do try to reply our emails as soon as possible. You will notice that the in the example above we replied to the email the next day. I checked and for that period of time, almost all emails were replied the next day. (due to space constraint i shall not post more screenshots. should anyone need more proof that we replied emails the next day, please let us know :)) The reason why your email was replied only 2 days later was because of the way gmail functions. You sent in the payment details on 8th September, and then you sent another email on 9th september. Unfortunately, that was before we replied emails up to your email. And the way gmail functions is that when you send another email on 9th September, it will put all your email as dated on 9th September. Simply put, we reply emails from the bottom and yours got pushed up. Which is why you only got a reply on Thursday instead of Wednesday. Therefore, your "chasing twice" was actually what caused the late reply. However, we still do feel deeply sorry for any inconvenience caused.

"So Thursday night, I reached her block at around 9.15pm. I called her phone. It was switched off. Naturally, I feared that I had been scammed. I tried to text, and called several more times. It was still switched off.

I gave her the benefit of the doubt still - maybe her battery died? I waited 5 minutes and called again. This time it was turned on but it rang and rang and rang until it got cut off and she still did not pick up. I gave her a total of 11 missed calls."

I have to say that this is entirely my fault and I cannot apologize enough to you. Sorry sorry sorry! However, please do give me a chance to explain. I reached home slightly past 9 on that day. You were actually right to give me the benefit of the doubt, as my battery did indeed die. As soon as i reached home, I put my phone on charge. The problem is, my phone is a Blackberry. And please let me explain that when a Blackberry phone battery dies, even when you put it on charge it does not regain signal. It has to charge to a certain percentage before it is able to receive signals. It does take quite some time. Which is why at 9.15 my phone still had no signal. My memory fails to remember the details, so I forgot what I did while waiting for it to charge, but I'm guessing either bathe or eat dinner, as i couldn't just sit there and watch it charge. Then when I checked it, I saw that I received many miss calls. I checked the time and it was about 5-10 minutes earlier. Thus stupid me thought that you only waited for 5-10 minutes which is about the average waiting time for self-collection at my place. I told you that I just reached home because it is not entirely wrong, as i probably just bathed or something, and it was a quick way to reply to your sms as I was also rushing to go down to meet you. I'm sorry!

As a side note, I actually receive about 30 emails per day and back then I had people collecting at my place almost every day. I put the time as 9pm and therefore I do try to get back before 9pm everyday. There are actually many customers who come at midnight or even past midnight. I'm sorry that as a one-man-business, I could not keep track of all the meetups. I also do not blacklist buyers who opt for meetup and don't turn up. I do not remember at the back of my mind whether I have meetup on that day and I just meet the customer when they sms me that they are here. Your meetup was probably one of the many that I had in the week and I had nothing against you. It was just a very unfortunate coincidence that on that particular day my phone battery died at the most inappropriate time. I'm super sorry about it!

Actually, since then we have improved accordingly. We realised that our customers actually do trust us enough to transfer payment to us. Therefore, we have added payment details in the confirmation email to speed up the process. We have also removed the self-collection at 250C Compassvale St option from the cart to prevent any further mishaps from happening. I think it is also better for the customer to shop elsewhere if they are urgent. (:

Please also note that our products are instock and instocks carry more risk and capital involvement therefore are placed at a higher price than sprees. It's not quite fair to compare that way. (:

Thanks for reading.

Yours sincerely,
Magical Tannsu