One question here. If I had not called up Leong on October 18, would Kumar’s refund even get processed? When would it have been processed? Next year?
If there was no cover on this “no refund yet” incident, I’m guessing that the customer would never get back his refund. They might just forget about it.
Some say Zalora is the asian clone for Zappos – a company well known for their customer service and amazing culture. And with the above article, I learn an important lesson on starting a business. You can copy the business model, the technology and even the site design. But you can never copy the company’s culture, the company’s mission. Zappos is out to delight their customers while Zalora on the other hand may not shared the same misson.