Head Office
10th floor, Mall of Asia Arena Annex Building,
Coral way cor. J.W. Diokno Blvd., Mall of Asia Complex,
Pasay City, Philippines
Customer Service
Phone: (+632) 876-1111
Email: customercare@smsupermalls.com
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About SM Supermalls
SM Supermalls is a well known chain of supermarkets in Philippines, operating since the year 1985. Part of SM Prime Holdings, SM Supermalls has a network of more than 65 malls spread across the country. One of the biggest mall operators in Southeast Asia, SM Supermalls also has operations in China. Some of the popular SM Supermalls include SM City North EDSA, SM City Sta. Mesa, SM Megamall, SM Southmall, SM City Fairview, SM City Sucat, SM City Davao, SM City Baguio, SM City Marilao, SM City San Lazaro, SM City Bacolod, SM City Taytay, SM City Rosales, SM City Consolacion, SM City Trece Martires, SM CDO Downtown Premier, SM Cherry Antipolo, to name a few.
You can locate a SM Supermalls shopping centre nearest to your address on the website. The malls feature some of the top local and international brands and allows to shop for apparel, electronics, footwear and much more. There are also a number of dining options you can find within. Shoppers can take advantage of the loyalty programmes to earn and redeem points. Membership is open for SM Advantage, SM Prestige, Global Pinoy and BDO Rewards. For more information or queries on store locations, timings, parking, or others, reach the SM Supermalls customer service.
There are only two SM stores that I buy in that anyone can go through the Prestige and Senior/PWD check out. I have had to wait in both lines even the Senior behind young children and always behind younger adults, that should know better. In the Prestige line people go through even if they do not have a card. We have talked to the cashiers and they say the people will not listen to them but I have seen the guard ask people in the Senior line for their card and they have left the line. There are two SM stores in Solano Nueva Vizcaya and both are the same as on anyone can use the specialty lines. Please do something about it for I have sent many email.messages to corporate and even called to no avail. All other SM stores I have shopped at ask if I have Prestige card or a Senior or PWD. God Bless
I would like to report my last visit at SM Aura Supermarket. After buying some foods, we want to temporarily leave the groceries that we bought including the wet products because we need to buy other stuffs for home and go to church. Apparently, the staff told us that they no longer accept wet products to be left in the refrigerator (tube ice), as they also received a complaint. Further, I highly suggested that instead of not allowing customer to leave their wet products in the refrigerator – you might provide a corner or area for wet product bought by your customers.
I was just at the supermarket of SM City Davao at around 9:30 a.m. With my paid purchases I was pointed by the cashier to the fronting area to claim my free frozen french fries. The saleslady stationed there — after getting the claim coupon, checking my tape receipt and scribbling on her list — then handed me the frozen french fries. I told her to place it in a plastic bag. (Since I obviously didn’t have a cart with me and had two full SM plastic bags of dried goods under both hands.) She mumbled something like they don’t have a plastic bag and they just give this directly to the customer. When I replied they should have a plastic bag for free items, I could see in her eyes and masked mouth that she was pouting and irritated already. She then went to the customer service area booth a few feet away and talked with another lady. That other lady gave that pouting saleslady a plastic bag for me. After handing me the bag with the french fries I then proceeded to the customer service and asked for their manager or shift supervisor at that time. I found out the other lady which gave the pouting salelady the plastic bag was the SUPERVISOR. The supervisor was pouting as well as she was just wearing a face shield and her mask was under her chin. I suggested to her that they should provide plastic bags for their customers for free items. She looked annoyed and was just silent. I was waiting for her to nicely respond to me or apologize and tell me she will suggest it to their supermarket manager my concern. But nothing so I walked away, shaking my head in disbelief with the bad encounter.
This is simply a classic example of poor customer service from an SM Mall. It is very basic to greet a customer with a smile and be accommodating supposedly coming from a salelady. And all the more i expected a supervisor to be more than helpful and apologetic since she will be shouldering the mistakes of salesladies on duty during her shift and be the one receiving customer complaints. But NO. Attitudes of the salelady and supervisor were just the same. I wouldn’t wonder how both got their jobs. AND TO THINK THEY ARE BOTH LUCKY to EVEN HAVE JOBS.
I was a tenant for eleven (11) years at SM City Davao and most of the applicants I interview for our stores have saleslady experiences at SM and so i hire them knowing at that time salesladies from
SM are better than other malls….Sadly, nowadays the quality of sale personnel and even those promoted to supervisory levels are questionable.
This is a big area I suggest the management should look into. Simple customer complaint encounters are easier when well-trained shift supervisors are available when managers are not. I believe it’s always a challenge to improve in this aspect (of Human Resources.) but absolutely necessary.
More Power to the company!!!!
I would like to raise my concern regarding may recent visit at SM Cubao last June 22 at around 7:30pm. We purchased the electric/rechargeable warm compress that was on display on the ground floor of the department store. We paid for it on the 3rd floor since we might still be interested in some things from the home section. While paying for our purchases, we asked if the warm compress can be tested, the cashier tried to look for other personnel who might assist us but the salesmen around were just chitchatting. After paying for the items, I asked the cashier once again, she asked where we picked the item, I told her we picked it from the ground floor, then that’s when she advised us to go down again to have the item tested where we got it. When we arrived on the ground floor, we approached the saleslady near the section where we got the warm compress, she was accommodating at first, but when we told her to test the item, she said that we should have it tested in the Surplus Shop, because it was Surplus’ item. WOW!!! You are displaying and selling it in the department store, yet no one from the salesmen or saleslady wanted to assist us! We find it odd that you display or sell such stuff yet when asked for assistance you point us elsewhere! To my dismay, I asked her where the nearest electrical outlet is, then guess what?! She tested the item! Nice try!
I would like to call the attention of SM Management regarding overcrowding and lack of social distancing at the entrance of SM supermall /hypermarket located at Dasmariñas City this morning 15 June 2021. Customers lined up for more than 40 minutes just to enter the supermarket. The supermarket was supposed to open at 8 o’clock morning but they open 20 to 30 minutes late.
We call the attention of the guard on duty to do something to avoid overcrowding and not to compromise the health protocols. I requested to inform asap the supervisor on duty to let us in because some clients will have to go to work. They can even use the radio to communicate, to the other guard inside the supermarket, but insist that his post is limited at the entrance only. Therefore, he have no control over the opeming of the supermarket. Finally I was able to complain to the supervisor on duty, Ms Raquel. She didn’t even give us the reason why there is a 20 to 30minutes delay which brought inconvenience to us, your valued customers especially at this time of pandemic.
May I suggests, tell your employees to report on time for work. Educate your guards to use radios, cellphones for faster action and communication. Open your store at the exact time as scheduled. Don’t make us wait because we are also busy like you guys. Hoping for your swift action to this matter. Thanks
I would like to complain the manager in charge at the SM HYPERMARKET MOA at this day (Sunday, January 10, 11:35AM). She was suppose to address the customers pain points & not to make things complicated. I was trying to use my SODEXO voucher to get the Purefoods Fiesta Ham, which is unfortunately no longer availble. Instead of trying to help get a solution, they advised me to go to another branch since it is not available in MOA Hypermatket. The thing is, I had this checked with the customer service prior to using the SODEXO. I was advised that I can replace it with other purefoods product which is on their list. I had it replaced with other PF products and when I am about to pay, the cashier told me that it cannot be used with any other product. I asked for the manager and the manager told me the same thing. So I asked her that customer service confirmed that I can use it on other PF products. See? Where is the disconnect? Why are your people not communicating with one another? This issue should have been resolved right then and there, but I was forced to sort this out by myself. I have to leave my line and walked to the customer service section! This is not a good customer service. I am so dismayed!
Good day. This letter is with regards to an incident this afternoon wherein we went to our weekly grocery in SM trece Martires branch and as I have forgotten to purchase a product in your department store I decided to leave the trolley in your package counter next to watson and adjacent to the indoor food stall. To my surprise after we returned I found my grocery missing in the claim counter instead the bagger assigned told me it was sent downstairs to the car park area. To my surprise and dismay apart from the rage I asked why this was done as there were perishable, frozen, fresh meat, vegetables etc food, laundry, bread amounting to Php 5,200 worth of goods left under the heat and smoke from cars and motor bikes passing. The Manager apparently Rose refuse to give her details as per company standard it seems and the bagger assigned was John. I am surprised why weren’t we inform otherwise I could have bought instead in the fresh or wet market instead I chose SM supermarket due to health, standard reason and safety of food knowing your ISO and HACCP certified. This is the second time I have raised a concern about this branch but never got a response from your end. Attached is my receipt and some photos of the incident.
This email is sent to SM management to say that my spouse and I appreciated the thoughtful customer service at the SM Mall of Asia, Baby Department Car Seats. My spouse and I want to especially commend SM employee Raymond Tonga who showed us how to use the car seat that we decided to purchase and he carried the box with the car seat to a taxi for us, to return to our hotel. Our hands were full with our 11 month baby, our stroller and groceries. We hope that SM can somehow recognize Raymond Tonga for the great service that he provided.