Meaningful reviews from our customers

Amazed at your competency - Review posted by mymien:

My goods have only just arrived in the afternoon on Saturday (20-11-2010) and I was not bearing much hope of getting them delivered to my place on the same day as I was going to Malaysia. To my surprise, the delivery staff contacted me and asked when he could deliver the goods. I was going to reach Singapore later than your official delivery time (11pm) and told him its ok, I don't mind having the goods sent to me another day. But he waited for me. I reached home at about 12.35am because of the jam, and he specially swung by my place within 10 minutes of my arrival. I was happy with the prompt responses of your staff all along. But now, I'm left speechless at the dedication that even the delivery person has shown. Very touched and I felt bad that he actually waited when he could have just sent the goods another day when he was less busy. You are worthy of my recommendation to my online-shopper friends, and some of them have already started buying with you. I've never seen such good service from any other company. Keep up the great service and I think your delivery guy deserves a reward for representing your company so well. His name is Andy.

Reply from 65daigou:

Dear mymien, I felt so touched when I saw your comments...
Thank you for your time, for writing so much to express your feeling and satisfaction on our service. Thank you for recommending 65daigou to your friends. I shared this to my colleagues, my CEO, especially Andy. All of us were touched by your feedback and what you did as well.
Customer recognition and total satisfaction are always the top goal that we want to achieve, because this is how customers’ loyalty is built. 65daigou will be a brand that represents “Customer first, Efficiency and Excellence”!
What Andy did thoroughly demonstrates our dedications to customers, he helped us win your respect and satisfaction. I believe this will inspire and motivate every employee in 65daigou to work more dedicatedly. Again, I would like to repeat what I always say when replying customer’s reviews: It is your compliment and strong support that motivate us to make 65daigou better and strive harder to become who we want to be.
In the end, representing 65daigou, let me congratulate you for being promoted to our VIP! (You have one single purchase exceeded S$300 dollars).

CEO Communication Section 1

Hi Mr Yong,

My sincere appreciation on your feedbacks.

Getting your valuable suggestions is the best opportunities for us to make 65daigou better. That's one of my purpose of sending out monthly CEO message.

Let me share my thoughts for your suggestion one by one.

1) Privacy

Once the URL put up for order, your website will automatic generated a link to the public for items being purchased. This area may not be good to someone who prefer the purchased privately. Suggest to put an option to allow the buyer whether they want to share their purchase.

=> Fully agree on this! Actually we are aware of this, especailly for those customers running their own business, they don't want to share their orders. Our IT team had developed this function to disable the display. If you don't want to share your orders, kindly drop an email to our customer service atservice@65daigou.com so that we can turn off the display for you. Considering most of customers are ok to share their orders and this information could be very useful for others who are looking for similar products, that's why we did not release the opition to customers. However, we will definitely re-evaluate this if we receive more customers' suggestions on this.

2) Service Charge

Compare the some other player who also provide service to allow local purchase through Taobao, your initial service charge at 8% consider at high side. However with the service provided I think it is able to justify the value. I have to highlight is that base on the service through one lump sum from the items price to the shipment cost, it's does not desirable me to purchase expensive items since the charges is base on percentage for calculation. In such cases less expensive items which see less value were mostly keen for buyer, and results in less customer in the area who can put up higher purchase price items. Suggest to cap
the percentage charges at one value, and allow buyer who have buying power to buy high price items at one service charge instead by percentage calculation. I know this way does not favor your business strategy, but may bring in business revenue.

=> As for the service charge, yes, it is part of our business strategy, not easy to be explained thoroughly.

First of all, we always suggest our customers to do an overall cost comparison, instead of just looking at the 8% service fee alone. That's why I am very happy to see your input "it is able to justify the value". There is one Taobao agent always promote 0% service charge after he noticed 65daigou, but the exchange rate of Singapore dollars against Chinese Yuan is fixed to 4.5, which is more than 8% lower than ours (4.92), and the Air shipping rate for 1st 500g is S$12, which is S$4 higher than ours. Further more, the service doesn't include goods inspection and repackaging, which are the most value-added services for customers. We are trying to be the most cost effective agent, instead of the cheapest in town.

Thanks for your suggestion on the cap of service charge, it is a very good idea. Let me share with you how we decided service charge model.

Two factors "Simple & Transparency" are always my top concern. Because we are an agent, we chosed a simple charge model: shipping fee + agent fee only, without any additional conditions such as, minimum charge per order; limited number of orders for one batch of purchase; additional handling fee for small, cheap, delicate or fragile items and etc. But as what you have highlighted, this charge model may result in concerns from some specific customers. Currently we have two approaches to handle those customers: 1. VIP and SVIP member, service charge is dramatically reduced to 6% and 4%, respectively. For those customers who often purchase expensive items, should be very easy to meet the criteria. 2. You may contact our costomer service if you have any special request, we are always open and flexible.

3) Weekend Purchase

Your company did not work on Saturday and Sunday from my understanding. However this brought to a problem who put up purchase on Friday which can only see the further process three days later after their pay off. This is instead of two days but three days not in service. Since this is a 'pay first than process' service, suggest to work some time on Saturday to 'close' the order who put up during Friday, specially someone who need the items to be in time delivery but lost three days of process status.

=> Thank you for your reminder. We do provide 7days service. I have checked your order history personally, actuall you have some orders submitted on 4-Nov and my staff placed those orders on 7-Nov night, which was Sunday. The reason for those orders taken 3days to be placed is because we had a company training for all employees, which lasted for 4 days (from 29th Oct to 1st Nov). When all staffs back to station on 2-Nov, there were lot of orders accumulated, it took them few days to handle those accumulated orders, that was why your order was delayed. I seek for your understanding on this. Normally the time taken for customers to submit order till my staffs to place order is only 1day.

Efficiency, flexibility and professional service are very important aspects that we always emphasize within our company.

p/s: one thing I'm still wondering do I need to inform your support personal to bring my level up from 'Member' to 'VIP' after I had spent S$400+ from the first business with 65daigou.

=> Our VIP criteria is " Single purchase more than S$300, or total purchase more than S$600 within 3 months, The amount spent excludes shipping & service charges ."

You have two purchases, payment number: P#20101140013: S$203.89 and payment number: P#20101130036 S$184.43. The definition of one purchase is based on payment number, one payment is treated as one purchase. That's why you have not been promoted to VIP yet. But to appreciate your suggestions, I will suggest my people to promote you to VIP.

Again, thank you for your compliments and feedbacks, what you've said really motivates us to work harder and make 65daigou better! Look forward to serving you again soon!

Yours

CEO, 65daigou

Announcement - Taobao search enabled on 65daigou!

Dear Customer:

We are pleases to announce that Taobao search is enabled on 65daigou!
With this function, you can achieve one-stop shopping experience with 65daigou. You directly type key words of the product you want to search(pls try different key words combination to refine your search result) and click “Taobao” button.

you will be directed to a new page where all related products from Taobao are be listed. (exactly the same result as what you can get from Taobao Search). You can click the picture of product which links you to Taobao page with detail information.

If you feel like to buy this product, You may come back to this search page and click “Add to cart” directly to fill up your order form. With this function, you don’t need to copy and paste product URL.

What you need is just few mouse clicks!

Hope you enjoy this new function and do feedback to us if you have any suggestions.

Yours

65daigou Technical Team

Like Us on facebook to Win SGD65 Cash Voucher and 65daigou VIP!

What Do You Need To Do?

1. Like 65daigou on Facebook .
2. Suggest 65daigou to at least 5 friends with message: If you like Taobao or online shopping, suggest you to view this page: the best Taobao agent in SG www.65daigou.com
3. Comment on our wall under the Event of this promotion

Who Will Win?

The winner will be Nth who posted comment under the Event.
*N=the last two digits of "STI Closing Index" on Monday 22/11/2010.
eg. STI Closing Index =3,236.5 the winner will be 36th & 136th & 236th & ...... who posted on our wall.
Every 100 participants will generate 1 winner.

Terms & Conditions
1. This lucky draw is only limited to 65daigou member and fans on Facebook, who are currently residing in Singapore.
2. SGD65 will be directly credited into your PrePay and you will be entitled our VIP immediately. An email notification will be sent.
3. This voucher is valid for one-time use only and applicable to both Daigou and eMall.
4. Voucher cannot be exchanged for cash or in kind.
5. All 65daigou staffs and related persons are not allowed to participated in this lucky draw.
6. 65daigou reserves the right to amend terms or conditions.
7. Each facebook account can only reply once