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In case you’ve contacted 11street’s customer service hotline these few days, you might have realized that the call is not getting through. Fret not, 11street is doing fine and there are a few changes around – particularly on their customer service.

11street told us that they are having “realignments” and a few of the services are experiencing major changes. Part of it is the customer service (CS) hotline, which will be terminated.

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Here are some of the questions asked and were answered by 11street.

  1. Why will be customer service hotline be closed down?
    We have discontinued our CS Hotline as part of our effort in realigning our processes to support our operations better. In the meantime, customers can reach out to us via email at [email protected]. In fact, we are in the midst of building a live chat function to better assist our customers in future.
  2. Are there any channels that users can contact 11street regarding issues about their purchases?
    Yes, users can contact us via email at [email protected].
  3. Any comments about the refund system which is allegedly not working now?
    We would like to understand from you better on the ‘refund system which is allegedly not working now’. Did anyone experience system downtime? It would be really helpful if you could advise us with more details. In the event you are referring to customer refund, our refund period remains within 14 working days for any refund to the original payment method, from the day the refund is processed for bank transfer, credit, and credit card refunds.
  4. One allegation was that 11street did not release payment for months. Are there any confirmation on this?
    We sincerely apologise for the recent delays in payment that our sellers are currently experiencing. We are in the midst of realigning our processes to support our operations. Rest assured that all outstanding and overdue payments are being looked into with utmost priority, and should our sellers faced any issues, they may contact their respective merchandiser or contact us via seller office.

It seems like 11street is having a big realignment now and we customers are stuck and affected by this transition. I suppose many people aren’t going to call the customer support anymore, that’s why they’re closing it down. I personally can understand since I don’t use calls anyway.

In whichever case, 11street prefers you to email them at [email protected] – because it’s easier to track – and expect a response within 2 working days.

By the way, 11street is having their 11.11 campaign soon too. Be on the lookout for that!

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