AN IRATE netizen’s postings highlighting how a popular franchise has been wrongly rounding up bills has brought into sharp focus certain business practices.
Facebook user SharonTwoTwo had highlighted that her bill at the Subang Parade branch of Nyonya Cendol which amounted to RM28.27 was rounded off to RM28.30.
She reasoned that it should have been rounded to RM28.25, noting that although she was not demanding a return of 5 sen, it was a matter of principle. After all, 5 sen to an individual customer may be insignificant but would pile up to quite an amount with hundreds of customers daily.
In a latest update on the issue, SharonTwoTwo said she had brought this to attention of the cashier who also happened to be a R&D officer doing a spot check on the outlet. The lady known as Cik Irma acknowledged the issue and explained a new system had just been installed, and that she would feedback to the system vendors to rectify the matter.
A few things pop up with this story.
On the one hand, SharonTwoTwo obviously felt strongly enough about the issue to post it on several sites, including Nyonya Cendol’s Facebook page. She has every right as a consumer to highlight what she felt was an unfair practice.
The problem is that by highlighting this on various Facebook groups – some with very large membership – it seemingly cast aspersions of dodgy dealings on the part of the restaurant.
The fact that this story has been picked up by mainstream Chinese dailies Sin Chew Daily and China Press has given the franchise unwanted attention.
Some may feel it’s unwarranted and the rounding up of 5 sen could lead to it losing customers at a time when FnB (food & beverage) outlets are still reeling from the pandemic.
Echoing this sentiment was netizen Sharon Ren who stated: “From my point of view, we rarely use 5 sen (these days) and it is OK to charge 30 sen (instead of 25 sen) to round it up,” she opined.
“Maybe the sender (Sharon Twotwo) has her point to give awareness, however, she need not have to display the name of the company here. Everyone earns for a living. This isn’t a big deal and why everything needs to make in viral and public. My two cents!”
On the other hand, many netizens have praised SharonTwoTwo for highlighting what some believe is an “unethical practice”.
Alexis Mark Phaik Yin said: “Thanks for the update. The awareness/highlight will also cause other companies to check their system so they use the right rounding up to the nearest 5 sen and not 10 sen.”
FZ Loh noted: “(My) husband initially asked why 3 sen also become news? I explained and he also realised we need to be more aware how these rounding are applied.”
Hii Wei Wei even went as far to suggest a boycott when she said: “Best solution is don’t patronise franchise like these.”
Luckily for Nyonya Cendol, its staff responded in the correct manner and acknowledged the issue. In fact, given the attention this story has been getting, it may present a marketing opportunity for the franchise to capitalise on the media spotlight with special 5 sen promos. Handled correctly, it could give their business a boost! – Nov 14, 2023
