Bought an eSIM from the online…
Bought an eSIM from the online platform, but the experience was ridiculous, and I almost didn't receive the eSIM. I went through the process on the website to purchase the desired eSIM, and ended up purchasing it without logging in. In this process, somehow, the email added to the transaction was not a valid email, so after confirming the actual purchase of the eSIM, the confirmation message and details of the eSIM was NOT sent to me, and instead sent to this incorrect email. I don't know how that email was selected, whether it was some autocomplete thing I didn't notice, or the system getting confused, but I had no idea this had happened, as I never received an email confirmation (obviously). I initially thought there was just a delay in the transaction getting confirmed, so I waited a day before I decided to react to anything. After it didn't arrive after a day, I realised something had gone wrong (and had no idea of the email mess-up), so I took to reversing the transaction immediately. I went through Paypal to dispute the transaction and my bank to reverse the charge. After a few days of submitting the Paypal dispute, the company eventually responded with the most helpful suggestion of...."Did you check your spam and email for the message". Needless to say this pissed me right off. Not only were they not helping, but they also chose to ignore the problem as I described it in very clear and simple terms, which was "I bought X, and never received X, and I thoroughly checked my email for X". After a few more days and back-and-forth between the company and me, they eventually insisted they sent it via email and showed me an image of the email that was sent. I could see in that email that the address it was sent to was not my actual email. At this point, there was zero suggestion, guidance or assistance offered from the support process, simply them insisting they sent it and that I was wrong. I then dug further into my options through a very deep-dive Google Search and eventually stumbled upon a random and very hidden phone number that I could possibly call to talk to a person to fix up the transaction and have the email sent to my correct email (and therefore negate my need to get a refund). I called the number and explained the problem. Alongside the details from the PayPal process, I managed to get it resolved very quickly and have subsequently closed both the PayPal and bank transaction disputes. On the whole, this was an atrocious customer service process, and I will never again use Agoda for anything because of it. I would suggest that you provide actual support for your customers instead of insisting they are wrong, in addition to fixing the no-login purchasing process to have some confirmations that occur before finalising the transaction (and maybe have your people cross-check PayPal emails with transaction emails).