MSD Collections Apologises After Multiple Complaints About Missed Or Uncompleted Orders

Online shopping is pretty much the norm nowadays. And with COVID-19 running around, it might even be preferable to shop from your own home.

However, it does come with a risk: potentially late or totally missed orders.

If it’s just a case or two, though, it can be chalked up to minor mistakes.

When dozens of people complain? Something is probably afoot.

MSD Collections Apologises After Multiple Complaints About Missed Or Uncompleted Orders

Apparently, this was the case regarding fashion retailer MDS Collections, The Straits Times reported.

If you’ve checked out places like Google reviews, you may notice some…less than happy comments left there.

On 9 Feb, the Consumers Association of Singapore (Case) noted around 37 complaints about the retailer.

These were accumulated between 1 June 2019 to 31 Dec 2020.

There were even cases where customers waited six months for their orders which still did not come.

Eventually, founder Joe Phua went onto Instagram to make release a statement.

Founder’s Apology

On the same day, Mr Phua released a post titled ‘I am sorry.’

He goes on to detail how 2018 and 2019 were tough for the company but attempted to bounce back with new ideas such as live selling.

Then, in 2020, their factory in China was greatly struggling due to the virus pandemic.

Mr Phua mentioned the shortage of fabric and shipments being halved caused a huge delay.

The factory also had to lay off workers as they were not earning as much as before.

In a later part, he talked about the company’s new customer service and how some staff were trained last December to take over said roles.

Mr Phua promises the new team would resolve every email within 48 hours and that both he and the company would do better in 2021.

Other Glaring Issues

But these were not the end of the problems, as it also extended into their subscription plans.

For those unaware, MDS Collections has three different plans: solo, duo and ensemble.

These cost $29.90, $49.90 amd $99.90 respectively.

Every month, subscribers will receive one, two or four “credits” depending on the plan. They can then be used to exchange for items with varying credit values.

However, some customers did not receive credits after signing up, with some even reporting unauthorised charges.

Case also noted incidents where those who stopped their subscriptions were still charged.

Even worse, when MDS Collections asked some customers to pick up their parcels at physical stores, said stores were found closed.

Another issue involved refunds.

Despite the maximum processing time being 45 days, Case said there were incidents where customers were not issued appropriate reimbursement despite going through the process.

Moral of the article?

Reader Bao: Order your CNY clothes a year in advance?

We’ve got very smart readers.

Featured Image: mdscollections.com