When a good or service is promised to be delivered at a certain time, for the sake of everyone involved, it better be delivered. If not, oh boy, here comes trouble.
No New Gate Delivered
A Stomp user recently took her dissatisfaction with a digital lock company online. The OP, Stomper Lisa, said that on 26 March, she had placed an order for a gate with a smart lock at the My Digital Lock Jurong Point outlet.
Initially hesitant to pay the full amount of $3,298 upfront, the salesperson Charles, reassured her that the company was reliable and trustworthy. Holding him to his word, they finalised a sales agreement for delivery and installation on 18 April.
Everything was going smoothly; within a week, a worker arrived to measure OP’s gate frame before pre-fabrication. Trouble began when just the day before installation, Charles contracted OP that there were issues with the gate’s glass panes. He reassured OP that they would do as promised and install the metal gate frame and smart locks on 18 April, with the glass panels to be installed a couple of days later.
But then came the promised day; shit hit the fan real quick.
When two workers came down for the instalment, they noticed that the new gate had been incorrectly fabricated. And with that, they left without doing anything else, and OP was left with no new gate.
Taking It Out Online
Infuriated and with no satisfactory explanation from Charles, OP took the incident online by sharing the WhatsApp exchange between the two.
She stated that in addition to rejecting a refund, Charles had not upheld his end of the bargain. Instead, he defended himself by saying that he had given her a “very good service” throughout the process.
On TikTok, OP shared video recordings of her frustration and the lack of clarity from the company.
@lisaa9694Buy at your own Risk. Here is a company that does not deliver, blames the customer for their mistakes and refuses to refund they even claim that they have provided the best service and provided the duty of care♬ original sound a9694 – lisa
The company released a Facebook statement in response to the incident.
Defending themselves, the company reaffirmed what OP had already shared but added that, at the end of the day, they are only human, and certain mistakes are unavoidable.
They tried to make up for the delay with a further $50 discount or deduct a $400 material fee, both of which OP had refused. Leaving them with no choice, the issue will now be left up to the small claim court.
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Past Money Run
Interestingly, if you googled My Digital Lock, you’ll find out that just last year, the company also hit the headlines as an employee allegedly scammed customers and the company of S$100,000.
The employee, named Travis, had changed his personal bank account name linked to his number to “My Digital Lock Pte Ltd” to deceive customers into thinking they were paying the company instead.
Travis was eventually arrested and has been sentenced to 15 months in jail.
The S$100,000 loss might have been why the digital lock company is not keen on doing refunds, but who knows? Either way, two public scandals in two years do not look great for their damage-control team right now.
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