Hello. I am a Filipino based in Italy and I ordered a bracelet for my niece, to be picked up by my cousin at the SM Fairview Branch. The purchase was done online, where I put the specifications as to who will pick the item up and from which branch. I wrote an email to your customer support service to clarify the requirements for the item claim. I was surprised to be asked the same questions I already answered in the order form and in the email I sent itself (i.e. Who will be picking it up, from which branch, which details to engrave on the bracelet). Perhaps this information is not communicated by the ordering platform to the office which prepares the order?
Thankfully, the customer service support email is reponsive. I appreciate Diosa - she replied to all my emails (I sent several). I was told I will get an email once the item is ready for pick-up, but I didn't get any. So I wrote a follow-up email on Mar22. Diosa replied that the item has been ready since Mar18. I would have appreciated an email or an SMS notification that the item is already for pick-up. In the end I did get a message from an SM Fairview branch staff named Marie, but on Mar23 - the day after I sent the email follow-up.
Overall, my rating is 4 stars, because there are still things to improve on (like communicting the order details specified online to the office processing it). I did not understand why I had to repeat my order details to Diosa.
I have quite a number of items which I bought in person from Silverworks when I was still in Manila. I am still wearing the chain which I bought from SM Marikina around 20 years ago. I appreciate the online ordering platform Silverworks now has. Thank you.
