Metro Retail Stores Group, Inc.
E-Commerce Sales Platforms
Terms and Conditions
These Terms and Conditions shall govern the E-Commerce Sales Platforms of Metro Retail Stores Group, Inc. (“MRSGI”).
The following are the E-Commerce Sales Platforms of MRSGI:
1. Click and Pick Up
2. Click to Deliver
3. Call or Text or Viber Message and Pick Up
4. Call or Text or Viber Message to Deliver
These E-Commerce Sales Platforms will allow a customer to order and purchase any merchandise that is offered for sale by MRSGI in any of the Metro Retail Chain of Stores, pay for the same through any of the acceptable modes of payment, and have the option to pick up the ordered merchandise by the customer himself or through his authorized representative, or have the same delivered to the customer’s doorstep through MRSGI’s authorized delivery service provider, all via virtual presence.
I. HOW TO ORDER
The Ordering/Purchasing mechanics of MRSGI’s E-Commerce Sales Platforms are as follows:
1. Click and Pick Up
a. Click and Pick Up via MRSGI Online Order Form or OOF (Annex “A”).
a1. Please access the link below:
https://docs.google.com/forms/d/e/1FAIpQLSd6keKiAkp7UZ4LNrH7m1j0dXmgvgKH8N2Cloyc7oZnfZueQ/viewform
and accomplish and transmit the MRSGI OOF.
a2. Wait for the confirmation call to finalize your order.
a3. After receiving the confirmation call, pay the total amount relayed by the Order Caller plus the concierge fee of Php95.00 per OOF (for orders amounting to Php5,000 and below. The Php95.00 concierge fee shall not be charged for orders above Php5,000); and pick up your order at the designated Store counter once your order has been confirmed to be ready for pick up.
b. Click and Pick up via Metro Online Shopping Portal
b1. Access the online shopping portal at The Metro Stores official website or thru this link: https://www.themetrostores.ph/shop-online/.
b2. Select your preferred participating Store and click “Shop Here.”
b3. Log-in using your account. First time users shall be asked to create an account.
b4. Browse for your preferred items and click “Add to Cart.” You may also add the item/s in your wish list by clicking, “Add to Wish List.”
b5. To check out, go to your Cart and click “Checkout.”
b6. To continue, click “Proceed to checkout.”
b7. For Metro Rewards Club members, indicate your MRC Card Number.
b8. Select preferred pick-up date.
b9. For additional orders that are not found in the online shopping portal, you may write it in the “Order Notes” box provided.
b10. Select mode of payment (Payment on pick-up or Online Payment)
b11. Click the “Terms & Conditions.”
b12. Double check the details of your orders and click “Place Order.”
b13. Wait for the confirmation call from the Store’s Order Caller to finalize your order.
b14. After receiving the confirmation call, pay the total amount relayed by the Order Caller plus the concierge fee of Php95.00 per OOF (for orders amounting to Php5,000 and below. The Php95.00 concierge fee shall not be charged for orders above Php5,000); and pick up your order at the designated Store counter once your order has been confirmed to be ready for pick up.
2. Click to Deliver
a. Click to Deliver via MRSGI OOF.
a1. Please access the link below:
https://docs.google.com/forms/d/e/1FAIpQLSd6keKiAkp7UZ4LNrH7m1j0dXmgvgKH8N2Cloyc7oZnfZueQ/viewform
and accomplish and transmit the MRSGI OOF.
a2. Wait for the confirmation call to finalize your order.
a3. After receiving the confirmation call, pay the total amount relayed by the Order Caller plus the concierge fee of Php95.00 per OOF (for orders amounting to Php5,000 and below. The Php95.00 concierge fee shall not be charged for orders above Php5,000) and the corresponding delivery fee online and wait for the items to be delivered at your specified delivery address.
b. Click to Deliver via Metro Online Shopping Portal
b1. Access the online shopping portal at The Metro Stores official website or thru this link: https://www.themetrostores.ph/shop-online/.
b2. Select your preferred Metro Online Shopping store and click “Shop Here.”
b3. Log-in using your account. First time users shall be asked to create an account.
b4. Browse for your preferred items and click “Add to Cart.” You may also add the item/s in your wish list by clicking, “Add to Wish List.”
b5. To check out, go to your Cart and click “Checkout.”
b6. To continue, click “Proceed to checkout.”
b7. For Metro Rewards Club members, indicate your MRC Card Number.
b8. Select preferred pick-up date.
b9. For additional orders that are not found in the online shopping portal, you may write it in the ‘Order Notes’ box provided.
b10. Select “Online Payment” as mode of payment.
b11. Click the “Terms & Conditions.”
b12. Double check the details of your orders and click “Place Order.”
b13. Wait for MRSGI’s confirmation call to finalize your order.
b14. After receiving the confirmation call, pay the total amount relayed by the Order Caller plus the concierge fee of Php95.00 per OOF (for orders amounting
to Php5,000 and below. The Php95.00 concierge fee shall not be charged for orders above Php5,000) and the corresponding delivery fee online through acceptable payment options and wait for the items to be delivered at your specified delivery address.
3. Call or Text or Viber Message and Pick Up
a. Call, Text, or Viber Message your preferred participating Store and make your order.
b. Wait for our confirmation call to finalize your order.
c. After receiving the confirmation call, pay the total amount relayed by the Order Caller plus the concierge fee of Php95.00 per OOF (for orders amounting to Php5,000 and below. The Php95.00 concierge fee shall not be charged for orders above Php5,000); and pick up your order at the designated Store counter once your order has been confirmed to be ready for pick up.
4. Call or Text or Viber Message to Deliver
a. Call, Text, or Viber message your preferred participating Store and make your order.
b. Wait for our confirmation call to finalize your order.
c. After receiving the confirmation call, pay the total amount relayed by the Order Caller plus the concierge fee of Php95.00 per OOF (for orders amounting to Php5,000 and below. The Php95.00 concierge fee shall not be charged for orders above Php5,000) and the corresponding delivery fee online through acceptable payment options and wait for the orders to be delivered at your specified delivery address.
For all E-Commerce Sales Platforms, MRSGI reserves the right, at its sole option and absolute discretion, to decline or cancel an order at any time. MRSGI can also choose to accept only some or not all of the merchandise contained in the customer’s order. MRSGI shall not be liable to the customer for any and all claims, costs, expenses, damages, and losses arising from, or related to, MRSGI’s cancellation of or refusal to accept a customer’s order.
All orders from the customers will be processed and served within the day if the orders are received within the Store receiving cut off time of 2:00 PM. Otherwise, the orders will be served on the next day. Once MRSGI will confirm the order of the customer, MRSGI will send to the customer a Confirmation Notice indicating and confirming the list of the ordered merchandise and the corresponding prices.
II. Order Payment and Pick-up/Delivery Processing Procedures
a. Order Payment and Pick-up Procedures
1. The customer or his authorized representative shall proceed to the Store’s Claiming Area and present a valid ID/authorization letter to the Store’s assigned Checker (the “Checker”).
2. The Checker shall validate and make sure that the identity of the customer or his authorized representative who will pick-up the order as shown in the valid ID/authorization letter presented, matches the name indicated in the OOF or the Order Form (Annex “A”) that is manually accomplished by the Order Handler recording the order of the customer made via call, text, or Viber message.
3. Once the identity of the customer/authorized representative has been validated and confirmed by the Checker, the customer/authorized representative shall then be advised by the Checker to inspect and check that all of the ordered items as indicated in the OOF or the Order Form are complete and correct, that all ordered items are in good order and condition, not expired, and free from any defects or damages.
4. After the customer/authorized representative has completed his inspection and checking of the ordered items and has confirmed that everything is in order, the Checker shall then call a Sales Support Utility Staff and get the corresponding pushcart/basket with Order Number matching the Order Number reflected in the OOF or the Order Form. The Sales Support Utility Staff shall then bring the ordered items to the Cashier for payment.
5. Customer/authorized representative shall then pay to the Cashier in full either in cash or credit card or debit card or any acceptable mode of payment. Cashier shall then generate the Official Receipt (“OR”).
6. The Cashier shall give the OR to the customer/authorized representative.
7. The Sales Support Utility Staff shall then proceed to pack/bag the ordered items in the presence of the customer/authorized representative.
8. The Sales Support Utility Staff shall then turnover to the customer/authorized representative the packed/bagged ordered items. Upon turnover, the customer/authorized representative shall then sign the MRSGI “Acknowledgement Receipt” (attached as Annex “B”).
b. Order Payment and Delivery Procedure
1. During the confirmation call, the Order Caller shall summarize the total amount of the ordered merchandise plus: 1. concierge fee of Php95.00 (for orders amounting to Php5,000 and below. The Php95.00 concierge fee shall not be charged for orders above Php5,000); and 2. corresponding delivery charge indicated in Annex “C” (MRSGI Delivery Rates). Order Caller will also ask for the customer’s preferred online payment option.
2. The customer shall confirm the online payment option and shall proceed to the payment procedure. See Annex “D” (Online Payment Options and Payment Procedure).
3. Upon confirmation of the payment of the orders, the Order Caller shall ask the Sales Support Utility Staff to pack/bag the ordered items.
4. Bulky items (those items weighing at least 50 kg) shall not be accepted for delivery.
5. The Order Caller shall endorse the following delivery details to the Delivery Coordinator:
• Customer’s Complete Name;
• Customer’s Mobile Number; and
• Customer’s Complete Delivery address.
The Sales Support Utility Staff shall endorse to the Delivery Coordinator the packed/bagged items.
6. Upon receipt of the packed/bagged items, as well as the customer’s delivery details, the Delivery Coordinator shall: (i) counter check the completeness and correctness of the items inside the package/bag based on the Order Form and Transaction Receipt, (ii) take photos of the items inside the package/bag (top view only), and (iii) contact the customer to send the photo for the customer’s checking and confirmation.
7. Once the customer confirms that everything is in order, the Delivery Coordinator shall fully seal the package/bag with a transparent tape and affix his signature on the sealed tape at the top flap of the package/bag. The Delivery Coordinator shall then print a label and put it on the package/bag; and take another photo of the sealed package/bag.
8. The Delivery Coordinator shall book a delivery through MRSGI’s authorized delivery service provider’s portal (Annex “E”); and facilitate loading of the package/bag into the delivery vehicle.
9. The Delivery Coordinator shall advise the customer that his order is ready for delivery through MRSGI’s authorized delivery service provider and provide details of the assigned driver.
III. HOW TO PAY
A customer shall pay for his/her order through any of the following modes of payment:
1. In-store Payment – Please refer to the Order Payment and Pick-up/Delivery Processing Procedures as mentioned in Section II above.
2. Third Party Online Payment Facility (i.e., Visa, Mastercard, JCB credit card, GCash e-wallet, and PayMaya e-wallet)
Under the Third Party Online Payment Facility, the customer will receive an email notification that the payment is already received and that the order is ready for pick-up or delivery. In cases of pickup of the order, the customer/authorized representative shall only present the Order Number. For any payment problems that a customer will encounter under the Third Party Online Payment Facility, the customer must directly contact the third party online payment provider to help him resolve the payment concerns as MRSGI will not be liable for any inconveniences or payment issues.
IV. How to Receive the Orders (Pick-up and Delivery)
A. Pick-Up Option
A customer may pick up his order from his preferred Metro Store pick-up location and proceed to the Store Claiming Area. Claiming Area In-Charge shall request the customer/authorized representative to inspect the ordered items; and determine that all of the merchandise that were ordered are complete and correct before he actually receives them from the Store. To receive his order, the customer or his authorized representative must sign the MRSGI Acknowledgment Receipt (Annex “B”) signifying the completeness and correctness of his order, that the merchandise are all in good order and condition, not expired, and free from any defects and/or damages. MRSGI shall not be liable for any defects and/or damages to the merchandise, and discrepancies and/or shortages in the received/delivered orders, after the merchandise is/are received by the customer or his authorized representative.
B. Delivery Option
A customer has the option to have his ordered items delivered to his specified delivery address through MRSGI’s authorized delivery service provider (Annex “E”). The Store’s Order Caller and Delivery Coordinator shall coordinate with the customer to ensure that all of the ordered merchandise are complete and correct before endorsing the sealed package/bag to the authorized delivery service provider. To receive the sealed package/bag from the authorized delivery service provider, the customer must sign the MRSGI Acknowledgment Receipt (Annex “B”) signifying the completeness and correctness of his order, that the merchandise are all in good order and condition, not expired, and free from any defects and/or damages. MRSGI shall not be liable for any defects and/or damages to the merchandise, and discrepancies and/or shortages in the received/delivered orders, after the merchandise is/are turned over to the authorized delivery service provider and received by the customer.
V. Return and Exchange Policy
A customer can only return a received merchandise and ask for a refund or have it exchanged with another item if the merchandise has hidden defects. Customer agrees that MRSGI has the sole option and prerogative to either make a refund or exchange the returned item with another item of the customer’s choice.
In case of an exchange of an item with a hidden defect, the customer must comply with MRSGI’s exchange guidelines.
To be eligible for an exchange, the returned item must be unused, properly sealed, and in its original packaging; the price tag must still be intact and untampered; and the item, along with its original official receipt or proof of purchase, must be returned to MRSGI within seven (7) calendar days from the date of purchase.
MRSGI will not allow any exchange of merchandise for the reason that the customer has changed his mind.
VI. Cancellation and Modification of Orders
The customer may modify or cancel his order at anytime before payment has been made. Once the payment has already been made, the customer will no longer be allowed to cancel or modify his order, unless declined or cancelled by MRSGI.
If a customer has already paid for the order before it was declined or cancelled by MRSGI, MRSGI will refund the payment in full upon validation of the customer’s proof of payment. The refund shall be made within a period of seven (7) calendar days from actual and complete validation by MRSGI of the customer’s payment. However, the turnaround time for the refund may be extended due to circumstances beyond the control of MRSGI, such as the Covid19 pandemic.
VII. Intellectual Property Rights
All intellectual properties and contents made available under the aforementioned E-Commerce Platforms such as but not limited to brand names, logos, marks, images, graphics, and texts, are exclusively owned by MRSGI. A customer is prohibited from downloading, storing, using, distributing, copying, reproducing, selling, licensing, modifying, publishing, adapting, editing, creating any derivative works, or manipulating the above-mentioned intellectual properties and contents, without the express and prior written consent of MRSGI.
VIII. Amendments
MRSGI has the right and prerogative to amend these Terms and Conditions at any time without need of a prior written notice to the customer.
IX. Non-Waiver of Remedies
No failure or delay on the part of MRSGI to exercise any right or remedy under these Terms and Conditions shall operate as a waiver thereof, nor shall any single or partial exercise of any right or remedy preclude any other or further exercise thereof or the exercise of any other right or remedy available under these Terms and Conditions or the law.
X. Severability
If any of these Terms and Conditions is held by a court of competent jurisdiction to be illegal, invalid, or unenforceable, the remaining provisions shall remain in full force and effect, and the invalid, illegal or unenforceable provision shall be restated to reflect the original intentions under these Terms and Conditions as nearly as possible in accordance with applicable laws.
XI. Governing Law
These Terms and Conditions are governed by Philippine laws. All suits, complaints, and causes of action arising from these Terms and Conditions, shall be brought before the proper courts of Mandaue City, Cebu, to the exclusion of all other courts, venues or tribunals wherever located.
XII. Entirety
This Agreement embodies all the terms and conditions agreed upon between the parties as to the subject matter of this Agreement and supersedes and cancels in all respects all previous representations, warranties, agreements and undertakings, if any, made between the parties (or any of them) with respect to the subject matter hereof whether such be written or oral.
XIII. Binding Effect
This Agreement shall be binding upon and inure to the benefit of the successors and permitted assigns of the parties hereto.
Annex “A”: Metro Online Order Form
Annex “B”: Acknowledgment Receipt
Annex “C”: MRSGI Delivery Rates
| Metro Store | Store Address | Serviceable Area | Delivery Rate |
| Metro Mandaue | Estancia Ibabao, Mandaue City | Mandaue City | Php200.00 |
| Metro Ayala Center | Cebu Business Park, Archbishop Reyes Ave., Brgy. Luz, Cebu City | Cebu City | Php200.00 |
