Well that was then. Now, I no longer have faith towards the PR and customer service of this brand. All this began spiraling down onto the day they were rude to my sister.
Here's my sister's explanation on the scenario:
Last Tuesday (26th July 2011), I went to their Citta Mall outlet to get cupcakes. It was my second visit to that particular outlet. My first visit was just the week before that for lunch with some colleagues. But as we were choosing the cupcakes, saw some "friends" hanging out in the cupcakes rack. There were not many, like maybe one or two where I saw them, so I did not say anything then. I decided to grab some yummy cupcakes for dessert. When I was queuing up next to the cupcake rack, I now saw that the "friends" I met has bravely "invited" more friends to hang out. This time, as it was obviously more than five, I just had to say something to the staff there. But to my amazement, not only that the staff did not apologise or explain anything, they merely pulled out the tray I pointed, "looked" at the array of cupcakes on that tray, and shoved the tray back to its place. But well, as I still wanted to have cupcakes that night, I went ahead and bought half dozen of them to take home.Admittedly, hands-on service is quite bad. Then again, these things happen. So my sister proceeded to post her feedback on their Facebook page to point out about the incident, which roughly sounded like this:
Dear Wondermilk. Been to your outlet @ Citta Mall twice and both time I saw insects flying around inside the cupcakes rack. When I mention this to your staff on duty at that time, no one could give me answer.
(I hope that this post will not be deleted @lolachin)
They deleted her feedback.
And sent her a private message to let her know that "its unfair to embarass us with your snide remarks on our public wall when you could have easily contacted us directly via email or phone". They proceeded to request for the details of the incident, which my sis gave to them.
An excerpt of my sister's reply to them:
I believe, by having a public facebook wall, you should be open to both positive and negative comments from your 'fans'. It's the way you respond to these comments that will make the difference.
They responded fairly quick too, according to my sister. No details will be left out here, for there are a couple of things I would like to highlight out. My comments are in red:
When I saw this reply from them, I was pissed off. And yet, at the same time I was amused. Why? Wondermilk assumed that my sister is clueless about Business, Marketing, and Social Media. I'm here to tell you that she knows what she is doing. For you, as a brand, to assume that she had done nothing in her life, and proceeded to 'defame' you with 'snide remarks'...well, you need to re-organize your thoughts once more.
Congratulations, Wondermilk. You have lost yourself two loyal fans. No longer will I smile and excitedly want to purchase cupcakes from your brand. Not after this fiasco.
Final word from me before I end this post. I helped my sister draft out a reply to Wondermilk (apparently a bonus that I am working in Social Media lol) and so, here is the latest reply to them. Whether they reply it on their side...ah well.
Apparently they replied to this one heck of a long message shortly after that:
Who's right and who's wrong? You'll be the judge of it :)
Original post can be found here, if you want to read the full story without any of my colorful interruptions