diekusse666
in
egl
Celga Review
I've frequently used Celga for Japanese auctions and shopping services and did not have a problem with it until now.
I won a dress on Mbok through Celga a month ago. The dress had been paid right away but it still hasn't arrive to Celga office. I informed Celga and they contacted the seller about the item.
Before I continue, I would like to clear that my problem with Celga is NOT about the missing package, because it is not their fault at all. The problem that has aroused is with its customer service. I know many of the members here who are using Celga will disagree or wonder why I am saying this. Just like many of you, my opinion towards Celga was always positive. But you can't absolutely come up with the final rating of customer service until you see how well or badly they take care of worst case scenarios. I think that's where professionalism of a customer service based business is reflected upon.
Many months ago, a member here posted about someone who used Celga shopping service angered Celga (more specifically Keigo) and got denied having the item sent to her and got refunded the money back. When I read that, the first thing that came to my mind was "wow, I wonder how rude her behavior was to have their service denied to her." Whether if she was really rude or not, it is never good to hear only one side of the problem. To follow that, below are the e-mails that have been exchanged between Mr. Keigo Morita, the representative of Celga and myself.
#1______________________________________________________________________
From Celga:
Hello,
We haven't received the following item and
we're waiting for it.
The seller has replied once. Of course, we
emailed him several times..but he is not very fast to
respond. (the seller is a guy, by the way.)
My reply:
I will wait until the Celga receives the other item.
However, I am wondering what if the seller does not send the item.
#2______________________________________________________________________
From Celga:
I got the seller's phone #. I'll try to contact him
by calling. Please wait. I'm sorry for the delay.
My reply:
Hello,
Did you get any respond from the seller?
It has been almost a month since the auction ended.
#3______________________________________________________________________
From Celga:
Hello,
Yes, 5 days ago, I talked to him on the phone.
(yes, the seller is a guy) and he said it looked
like the package was lost on the way. He would
look into it. It's been the busy season for PO
service. Please wait a little more.
My reply:
I guess this is my first time, but I have nothing
against buying lolita clothes from a male seller,
so you do not have to keep inform me about his
gender please. Thank you. (In the seller' point of view, it was a
transaction between two guys since both the seller and you are guys)
However, since now I know the package got lost, I do not want to
wait for another month or more when there is no guaranty that
I can get the item. I would like to get my money back if Celga can help me.
That is all I want. Thank you and Happy New Year.
#4______________________________________________________________________
From Celga (This time from Ms. Emily instead of Mr. Morita):
hello -
we paid the seller. the seller is saying he shipped
the item, but it got lost in the mail.
i am guessing that the seller has the tracking number,
and will pursue a claim with the post office --- to
either get the package found, or to get insurance
claim from PO maybe? i don't know ...
either way, we have to wait a bit longer .... either
to wait for the money refund from the seller, or to
wait to see if the package is found.
thank you.
No reply from me has been sent yet.
#5______________________________________________________________________
Then another e-mail from Mr. Morita arrived shortly after the one above.
From Celga:
Hello,
The thing is tho he doesn't keep the tracking # nor
the receipt, which makes the situation worse. He is
having the hard time to trrace the package. I am
afraid that PO can not accept his claim.
We've alredy paid the seller. IF he accepts the
refund personally, of course, we'll refund you but
we can't refund you if he doesn't. In that case,
I can work out a little, say...refunding Celga fee,
shipping, wiring but not the whole. I'm working
out with the seller, so please don't be difficult.
The way you wrote makes me discouraged. I hope
you understand the situation. I'm trying to help you
here, not ripping you off.
(Difficult? Never did I even slightly mention that he is trying to rip me off)
My reply:
Hello,
I am not familiar with the policy of mbok or other
Japanese auction sites but from the internationally
well known auction site Ebay, situation same as
the current is solved in the following manner:
(explanation cut-off due to the long length)
Now, what I'm wondering is if this system also
exists in Japan. If there is a similar system,
it can be solved efficiently by taking that action
since the seller does not have the shipment proof and
shipping problems like these cannot be solved at post
office without any proof. Whether the package did
really get lost or if this is the seller's way of
scamming buyers do not matter to me. What matters
is that the auction item has been paid but has still
not been received.
It seems rather hopeless to wait for the situation
to solve by solitarily depending on the buyer's unreliable
word and action. If the bank wire can be reversed from the
bank, I courteously would like to ask you to take that action.
If the seller's words are true about the lost package,
then eventually the package will arrive to your office or
back to the seller someday. When that happens, the refunded
money can return to the seller.
This is my opinion and suggestion. I am sure you already know
these options and probably know more to solve this dispute since
you reside in Japan and are familiar with it from your auction
service business. Is there a next step you plan to take when
the seller refuses to refund?
Best regards,
W
#6______________________________________________________________________
From Celga:
I'll do what I can do. If he refuses the refund,
what we can do is limited realistically.
Sue him? If you pay the cost, I wouldn't mind.
The banks here don't take that dispute claim.
I've closed 100,000+ auctions so far. I know
what I can do and can't. I can claim the police
but that's just that. YJA doesn't take those claims.
The seller responded and it's hard to say he is a
fraud case. I tell you, it's not good to be hostile
to him at this moment. I need his sincere effort to
locate the lost package. When I heard from your
reply, I was discouraged. Same thing...I don't want
to discourage him because it's eventually his will
to refund us or not. I want to play smart to solve the
case. Be patient.
Keigo Morita
Celga Japan
(No where in my previous reply, I told him to sue the seller. I even mentioned he knows more than I do in these situations, meaning that I'll leave it to his hands. But Mr. Keigo Morita starts boasting about his experience. Also, where have the words "please" and "thank you" which are the basics of the basics in customer service management gone?)
______________________________________________________________________
Some grammar might be wrong because English is my second language but as I read over my replies many times, I can't find where I've been rude or impatient to him. He keeps repeating that what I wrote "discouraged" him. I wrote as politely as anyone can, adding that I would like to get refunded from seller "with the help of Celga". Never did I reply with panic requesting a refund immediately like some people could have done. The moment I heard that "I am afraid that PO can not accept his claim" it seems hopeless to believe that the seller will refund the money. If the seller was honest and moral, he would have refunded the money already, instead of dragging this situation with no progress for over a week. Another thing: I don't understand what is Mr. Morita's purpose of repeating that the seller is a guy when it wasn't asked and most importantly, it's not even relevant in this situation.
It seems, as the situation is resulting with no progress, Mr. Morita's lack of professionalism is clearly shown as he keeps jumping to conclusions from my words and twisting them to make me the bad customer who is "discouraging" him. The first time he expressed his hostileness, I ignored it, trying to make this case work out as easy as it can be to everyone. But the last e-mail truly proved that he lack customer service and is ignorant of the basic communication skill between a customer and service provider. I know that these kinds of cases are difficult to deal as shopping service company but Celga seems to forget that the one who's going to be affected most is the customer. Customers like us who use shopping services to buy things from another country already know the risk of when being scammed, shopping service company are not obliged to refund the money that have been scammed. And that will not be the reason to stop using that specific shopping service because it's not their fault. I'll still use the same service as long as the company deals the problem professionally. But never have I heard a customer service based businesses treat their customers the way Mr. Keigo Morita does. Not even the staffs, but the representative of the company acting rudely surprises me and leaves me with the choice to never use their service again.
I don't expect customers being treated as king from him but I expected to be treated with the same respect that I showed towards him. His unprofessional replies that seem to give an impression of wanting to pick a fight with me truly discouraged me, as the long time customer of Celga. Money is not the important issue now. I'd rather give up dealing with the seller to get the refund than continue dealing with the company who is in a serious misunderstanding of being above their customers.
I won a dress on Mbok through Celga a month ago. The dress had been paid right away but it still hasn't arrive to Celga office. I informed Celga and they contacted the seller about the item.
Before I continue, I would like to clear that my problem with Celga is NOT about the missing package, because it is not their fault at all. The problem that has aroused is with its customer service. I know many of the members here who are using Celga will disagree or wonder why I am saying this. Just like many of you, my opinion towards Celga was always positive. But you can't absolutely come up with the final rating of customer service until you see how well or badly they take care of worst case scenarios. I think that's where professionalism of a customer service based business is reflected upon.
Many months ago, a member here posted about someone who used Celga shopping service angered Celga (more specifically Keigo) and got denied having the item sent to her and got refunded the money back. When I read that, the first thing that came to my mind was "wow, I wonder how rude her behavior was to have their service denied to her." Whether if she was really rude or not, it is never good to hear only one side of the problem. To follow that, below are the e-mails that have been exchanged between Mr. Keigo Morita, the representative of Celga and myself.
#1______________________________________________________________________
From Celga:
Hello,
We haven't received the following item and
we're waiting for it.
The seller has replied once. Of course, we
emailed him several times..but he is not very fast to
respond. (the seller is a guy, by the way.)
My reply:
I will wait until the Celga receives the other item.
However, I am wondering what if the seller does not send the item.
#2______________________________________________________________________
From Celga:
I got the seller's phone #. I'll try to contact him
by calling. Please wait. I'm sorry for the delay.
My reply:
Hello,
Did you get any respond from the seller?
It has been almost a month since the auction ended.
#3______________________________________________________________________
From Celga:
Hello,
Yes, 5 days ago, I talked to him on the phone.
(yes, the seller is a guy) and he said it looked
like the package was lost on the way. He would
look into it. It's been the busy season for PO
service. Please wait a little more.
My reply:
I guess this is my first time, but I have nothing
against buying lolita clothes from a male seller,
so you do not have to keep inform me about his
gender please. Thank you. (In the seller' point of view, it was a
transaction between two guys since both the seller and you are guys)
However, since now I know the package got lost, I do not want to
wait for another month or more when there is no guaranty that
I can get the item. I would like to get my money back if Celga can help me.
That is all I want. Thank you and Happy New Year.
#4______________________________________________________________________
From Celga (This time from Ms. Emily instead of Mr. Morita):
hello -
we paid the seller. the seller is saying he shipped
the item, but it got lost in the mail.
i am guessing that the seller has the tracking number,
and will pursue a claim with the post office --- to
either get the package found, or to get insurance
claim from PO maybe? i don't know ...
either way, we have to wait a bit longer .... either
to wait for the money refund from the seller, or to
wait to see if the package is found.
thank you.
No reply from me has been sent yet.
#5______________________________________________________________________
Then another e-mail from Mr. Morita arrived shortly after the one above.
From Celga:
Hello,
The thing is tho he doesn't keep the tracking # nor
the receipt, which makes the situation worse. He is
having the hard time to trrace the package. I am
afraid that PO can not accept his claim.
We've alredy paid the seller. IF he accepts the
refund personally, of course, we'll refund you but
we can't refund you if he doesn't. In that case,
I can work out a little, say...refunding Celga fee,
shipping, wiring but not the whole. I'm working
out with the seller, so please don't be difficult.
The way you wrote makes me discouraged. I hope
you understand the situation. I'm trying to help you
here, not ripping you off.
(Difficult? Never did I even slightly mention that he is trying to rip me off)
My reply:
Hello,
I am not familiar with the policy of mbok or other
Japanese auction sites but from the internationally
well known auction site Ebay, situation same as
the current is solved in the following manner:
(explanation cut-off due to the long length)
Now, what I'm wondering is if this system also
exists in Japan. If there is a similar system,
it can be solved efficiently by taking that action
since the seller does not have the shipment proof and
shipping problems like these cannot be solved at post
office without any proof. Whether the package did
really get lost or if this is the seller's way of
scamming buyers do not matter to me. What matters
is that the auction item has been paid but has still
not been received.
It seems rather hopeless to wait for the situation
to solve by solitarily depending on the buyer's unreliable
word and action. If the bank wire can be reversed from the
bank, I courteously would like to ask you to take that action.
If the seller's words are true about the lost package,
then eventually the package will arrive to your office or
back to the seller someday. When that happens, the refunded
money can return to the seller.
This is my opinion and suggestion. I am sure you already know
these options and probably know more to solve this dispute since
you reside in Japan and are familiar with it from your auction
service business. Is there a next step you plan to take when
the seller refuses to refund?
Best regards,
W
#6______________________________________________________________________
From Celga:
I'll do what I can do. If he refuses the refund,
what we can do is limited realistically.
Sue him? If you pay the cost, I wouldn't mind.
The banks here don't take that dispute claim.
I've closed 100,000+ auctions so far. I know
what I can do and can't. I can claim the police
but that's just that. YJA doesn't take those claims.
The seller responded and it's hard to say he is a
fraud case. I tell you, it's not good to be hostile
to him at this moment. I need his sincere effort to
locate the lost package. When I heard from your
reply, I was discouraged. Same thing...I don't want
to discourage him because it's eventually his will
to refund us or not. I want to play smart to solve the
case. Be patient.
Keigo Morita
Celga Japan
(No where in my previous reply, I told him to sue the seller. I even mentioned he knows more than I do in these situations, meaning that I'll leave it to his hands. But Mr. Keigo Morita starts boasting about his experience. Also, where have the words "please" and "thank you" which are the basics of the basics in customer service management gone?)
______________________________________________________________________
Some grammar might be wrong because English is my second language but as I read over my replies many times, I can't find where I've been rude or impatient to him. He keeps repeating that what I wrote "discouraged" him. I wrote as politely as anyone can, adding that I would like to get refunded from seller "with the help of Celga". Never did I reply with panic requesting a refund immediately like some people could have done. The moment I heard that "I am afraid that PO can not accept his claim" it seems hopeless to believe that the seller will refund the money. If the seller was honest and moral, he would have refunded the money already, instead of dragging this situation with no progress for over a week. Another thing: I don't understand what is Mr. Morita's purpose of repeating that the seller is a guy when it wasn't asked and most importantly, it's not even relevant in this situation.
It seems, as the situation is resulting with no progress, Mr. Morita's lack of professionalism is clearly shown as he keeps jumping to conclusions from my words and twisting them to make me the bad customer who is "discouraging" him. The first time he expressed his hostileness, I ignored it, trying to make this case work out as easy as it can be to everyone. But the last e-mail truly proved that he lack customer service and is ignorant of the basic communication skill between a customer and service provider. I know that these kinds of cases are difficult to deal as shopping service company but Celga seems to forget that the one who's going to be affected most is the customer. Customers like us who use shopping services to buy things from another country already know the risk of when being scammed, shopping service company are not obliged to refund the money that have been scammed. And that will not be the reason to stop using that specific shopping service because it's not their fault. I'll still use the same service as long as the company deals the problem professionally. But never have I heard a customer service based businesses treat their customers the way Mr. Keigo Morita does. Not even the staffs, but the representative of the company acting rudely surprises me and leaves me with the choice to never use their service again.
I don't expect customers being treated as king from him but I expected to be treated with the same respect that I showed towards him. His unprofessional replies that seem to give an impression of wanting to pick a fight with me truly discouraged me, as the long time customer of Celga. Money is not the important issue now. I'd rather give up dealing with the seller to get the refund than continue dealing with the company who is in a serious misunderstanding of being above their customers.