Tuesday, 14 December 2010

Bella Luna Pte Ltd's ridiculous emails to me

THIS IS AN OPEN LETTER TO BELLA LUNA PTE LTD.

I had no intention of blowing things up but with the ridiculous emails you had been sending me, I felt like I needed to write an OPEN letter to you and make this known to all.

Gosh, it has been such a long time since I'd written this review on Bella Luna's massage.
Check out my post HERE ! I paid for the service & I wasn't pleased so I had every right to blog about it.

Anyway, let's go back to the BASICS.
Marketing - most of us business grads would have taken this module before.
And even though I am currently not in the marketing line, I'm sure I have much more common sense when it comes to dealing with a dissatisfied customer & bad publicity.

What would you do if you were a marketing personnel from Bella Luna & you happen to have read about how dissatisfied a customer was with your service?

Would you....

1) Write a letter of apology & ask for more feedback on how you can improve your service etc?
2)  Perhaps do the above & also offer the customer another free treatment in hope that the customer would change their mind and give a positive feedback now.
3) Or tell the customer to shut up and retract whatever negative feedback that was posted on her personal blog

In this age of social media and technology, consumers are empowered with freedom and knowledge. The freedom to use & access the internet platform to gain more knowledge on whatever companies have to offer us. Check out review sites like Makeupalley.com where consumers all over the globe share beauty product reviews.

So this was what I did, I purchased an S$18 coupon via Cozyspree to indulge in a supposedly S$300 worth of treatments a day before my wedding photo-shoot. I was nice enough to exclude the fact that their masseur used so much strength that she ruined my manicure on 1 finger. I chose to close one eye on that...

However, I was not satisfied with the ambiance & the treatment so I decided to share my experience online. But Bella Luna sure wasn't pleased with my candid review....

Check out their email to me:



And these were their subsequent emails:


PLEASE DOUBLE CLICK ON THE IMAGE TO ENLARGE
OR CLICK HERE 


Firstly, what is with the "You have to remove all Bella Luna Pte Ltd reviews from your website immediately" ?!?!
This coming from a SENIOR marketing manager, I am indeed shocked by her replies.
She was not only rude but also made no attempt to find out what had gone wrong; why I wasn't happy with their service and so on.
Not only did she not bother to rectify the situation, instead, she merely made matters worst.

Jennifer Tan's next email was:


Dear Ashlene,

Please understand, sometimes bad comments and bad reviews can hurt the company’s branding, even with just one. The reason why I asked for my company’s review to be removed from your web is because we have no laison with your company whatsoever. There was no written permission to upload such reviews and now that I have seen this, please remove the review. Truly appreciate.

Cheers,
Jennifer   

(Actual email can be seen in the thumbnail above or CLICK HERE  )

I do understand the impact of bad publicity, however, this isn't the way you handle it. Anyone can write anything in a review on their personal blog regardless of whether the service provider has given any consent or not. If I had received GOOD service from Bella Luna & blogged about it, do you think that Jennifer Tan would even bother to get me to remove my blog entry? Obviously, the answer is No.

Why would I even require written permission? So let's say, if I buy a bag from ABC shop & I find it made of inferior quality, I can't blog about my displeasure? If internet service provider XYZ gives me bad customer service, I can't blog about it cause I have "no written permission to upload such reviews" ??? Jennifer Tan, stop making A FOOL OF YOURSELF!

Anyway, the last email was the final straw! (Actual email can be seen in the thumbnail above or CLICK HERE)

Btw Ashlene, if you still refused to remove your review, I cannot do anything about that right? But I wish to let you know that we at Bella Luna is extremely unhappy about it. Thank you.

Why do I, the customer, (or ex-customer because I'm not ever gonna step into their establishment ever with such crap service) need to care about your feelings when you have no regards for mine?
Instead of trying to appease the dissatisfied customer ex-customer, Bella Luna decides to try to shut me up by getting me to remove my review.

BTW Jennifer, if you still refused to acknowledge your mistake, I can't do anything about that, right?
But I wish to let you know that I am extremely appalled & repulsed by the way you have handled this situation. Please go reflect on your actions before your company starts losing more customers.

Folks, do think twice if you ever wanna go to Bella Luna because they have crap services.

25 comments:

Anonymous said...

This Bella Luna is indeed crap... Their manager also cannot make it, Yes, keep your review on your site and she's right that she cannot do anything about it. Boooo on her customer service.

CHERRING said...

Hi babe,

have been a silent reader of your blog for awhile and I really must say that Bella Luna's Jennifer really took the wrong decision to silence their ex-customer like this. And the way she emailed you seemed to be so unprofessional too.

Booo.

GenevieveWijaya said...

This is ridiculous. I would do the same if I were you! Thanks for allowing us to know how horrible their team of staff is!

Daphne Maia said...

I Tweeted this blog post and ... you might be interested to know that it's making its rounds on the Twittersphere. ;) Check out the number of people who have re-tweeted it:
http://bit.ly/e7N7XS+


Good luck, and don't give in to Bella Luna's pathetic attempts at bullying bloggers who write honest reviews. It's not called a review if you write only what they want you to write. That would be an advertorial, and they'll have to pay you to write it. ;)

BTW, Dear Senior Manager of Bella Luna... You need to go for English lessons. If you're interested, may I recommend the British Council? :)

Ashlene (a-beauty-affair) said...

Thanks Anon, I will be keeping my review on my blog.

Thanks Cherring for your support!

Genevieve, thank you, I agree & think that their team of staff either need to be replaced or retrained!

Daphne, big thanks for re-tweeting it! I hope to expose this to as many folks as possible!

Ju Ann said...

Hi Ashlene!

I am behind you on this as well!!

The whole email thread you posted seems so ridiculous until I feel small if I have to comment on it!!

Jia you Ashlene, I am retweeting this as well!

Jayden said...

Funny how they think they have the right to shut you up when you actually are a paying customer! Bella Luna is definitely a no-go!

Kristen said...

When will company representatives ever learn that they have to engage members of the social media and not try to control them forcefully?

PR FAIL!


Stay firm, girl! You know everyone here is behind you on this.

calvintimo said...

Jennifer Tan,

You are not doing your job as a Senior Marketing Manager to please our dissatisfied customer who had received negative service at Bella Luna.

I would actually feel that you should do whatever you can to please Ashlene by doing service recovery instead of forcing her to remove her blog post.

In any case, she is spending her precious time and effort to mention your pathetic salon on her blog. Shouldn't you be thankful instead for free publicity?

If you ain't gonna do anything about it, you will be very unhappy. Really very unhappy. Why make yourself suffer as Christmas season is just around the corner?

Oh, coming back again, you as a Senior Marketing Manager should very well understand how to handle dissatisfied customer. Do you need me to teach you what to do?

I guess I can't be bothered to waste my breath on you for being so thick skin. I shall just deliver you a book call "Marketing for Dummies". If you're interested in it, kindly prepare $100 and let me know your address so I can thank you personally for giving me your business.

Thank you.

Anonymous said...

omg i cant believe Bella Luna actually threatened to ask u to take down ur review of their service. u have the right to review and if they cant accept the fact that their service sucks like crap, then its too bad la. they can also go through cozycot and threaten any cotters to remove their negative posts la. i seriously think their whole marketing team is BRAINLESS. they shouldnt even be in marketing la. they should go back to school man. totally RIDICULOUS. U shld just ask them to F off la. hee. - HM

Jacelyn said...

Could be some cheap publicity stunt of theirs to make their name known.

sunfl0wer.com said...

Sometime, someone forgotten how social media can help or destroy.

By removing/blacklisting/filtering any comment, will amplify an small issue.

Which make even more people to look at the one in question in a worse light.

No longer are the days where branding refer to "Listening to the good things" Control had been lost in new age media.

Ashlene (a-beauty-affair) said...

Thanks all for the support! Really appreciate it... And if this is really a cheap stunt by them, then it's really a wrong move & they should just fire their entire marketing team.

Lishan said...

bad bad attitude from them , they should feel sorry instead for providing such lousy service!!!

nice one Ashlene , a lot people will agree with your decision and supporting you ! XD

Ashlene (a-beauty-affair) said...

Thanks Lishan for your support!

Anonymous said...

Hahahahaha! what a joke! first they say they are not bella, and towards the end they say: ''I wish to let you know that WE at Bella Luna is extremely unhappy about it''

hilarious. how can they not be bella at the beginning but bella at the end?

Ashlene, dont take down the post! i support you.

Ashlene (a-beauty-affair) said...

Hi anon, maybe they mixed up my blog entry (also a rant) on Bella skincare with theirs. Thanks for the support too! :)

nadnut said...

No matter what, they have no right to ask you to remove a review..

Anonymous said...

my comment's a little late but I went for the same treatment as you at Bella Luna, and it really wasn't comfortable - i was expecting a massage, and it was more like a RUB, super short & not as comfortable as what other spas had offered me. Also, the lady convinced me into doing the Scrub too, but I paid $18 for it (she even said that was student price?!)
It's great that u reviewed on this, because consumers should know honest reviews about the place before they decide whether to visit!

By the way, the Aunty therapist - who also told me Zoe Tay was one of her clients - even insulted me by saying that my thighs are too huge from all the sports I do. (probably to get me to sign on their packages) It was a truly terrible experience.

I will remain anonymous here, don't wish to get any complaint e-mails from Bella Luna, but yes, thank you for reviewing on them! :)

Ashlene (a-beauty-affair) said...

Dear Anon, thank you for sharing your experience. Seems like I'm not the only dissatisfied customer.

Anonymous said...

Thanks for blogging this. I wanted to buy their massage/facial from Groupon but now, I'm definitely not going to! :)

Ashlene (a-beauty-affair) said...

Sure, no problem! Maybe they don't have much customers because they are so terrible. Hence, the numerous cheap bargains being offered AGAIN and AGAIN through such websites!

Anonymous said...

Ashlene,

It's to my own suffering that I didn't chance upon your review earlier. I was ripped off......big time!

I will write the details next time when my package is resolved. But I totally agree with you.

TMD

Anonymous said...

Feb 21 2010 Anonymous!

OMG! The massage aunty kept EMPHASISING to me too that Zoe Tay and Diana Ser are their loyal clients and how sought after their massages are.

Trying to pull strings or jeopardising these artistes standards?

Ashlene (a-beauty-affair) said...

If anyone wishes to share their stories, do email me at ashlene@a-beauty-affair.com

I can post your stories on my blog and share with others to warn them about this terrible spa!

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