Customers complain about StreetDeal Singapore ‘trap’, company responds
[Updated 6:46pm StreetDeal Singapore has hired temporary staff in March to handle the "increased volume of emails and phone calls" and they are adding more permanent customer service staff "to satisfy all customers the fastest way possible". This is in response to customers complaining that the company is not replying to their calls and emails.]
Over 200 customers of StreetDeal Singapore, a website selling deal vouchers for consumer goods and services, have complained on the company’s Facebook page that they had unwittingly been charged on their credit cards with premium membership of at least $99 annually.
Many of the complaining customers claimed they had been tricked into paying for the membership due to the way information was presented on the site.
On the Facebook page for the deal "40% off Boyfriend's Shirt Ladies Sleepwear (20 Designs)”, a Katherine Chen commented, "I tried to make a false buy and I see that the price is always defaulted to premium price! You have to be careful and manually select the non-premium price. Cheap trick. I want my 9.90 back and I will gladly pay u that 10% discount back!!"
Those who complained are also demanding refunds and have been waiting longer than the promised seven working days for their money back.
Many customers also said that they have not been getting a reply and are urging the company to respond to calls and emails.
In an email to Yahoo! Singapore, a Streetdeal Singapore spokesperson said, “Yes, we did receive some complaints regarding this service but it's perfectly within acceptable range (less than 5 per cent).”
He first explained that a premium membership “provides our premium customers with an additional 10 per cent discount on all deals, this membership is charged either $9.90 per month or $99 per year.”
During point of purchase, he said that customers are offered to “try” the premium membership service for 48 hours.
“Premium charges are clearly stated twice on the payment page, first in the offer itself, second in the legal T&Cs right before customer confirm their purchase,” he added in response to the premium price option on the payment page, that is automatically selected and customers need to manually choose the non-premium price in order to not get roped into their membership.
However, customers tend to forget this step and proceed with purchase at a "premium member price" which is discounted.
“Customers might not pay attention to the offer when they purchase a deal; at no moment the offer is misleading,” he said. "They can unsubscribe without any charge in one simple click in their account.”
"If you require a refund, no questions will be asked we will process refund within seven working days,” he added.
StreetDeal Singapore is a subsidiary of Asia Deal Group, which has offices in Indonesia, Malaysia, Sri Lanka and Thailand.