I've never tried to contact Lotte Mart by email or FB.
Did you write them in Vietnamese or in English? (if in English, they probably can't read it)
Why don't you just go there?
I had contacted them on a couple of occasions via email before. Last time (on 30 April 2019) was to ask about how long before the points on Loyalty card expires if it鈥檚 not used regularly. I contacted them while in Malaysia. Customer Services responded the next day with answer. If anyone's interested it's 2 years BTW.
Both occasions contact was in English. Response also in English. Although response does seem like it's been through an online translator, I can understand it.
When I write to Vietnamese businesses I usually take the privilege of checking what I've written by translating from English to Vietnamese using Google translate. Then translate that back to English to see if it translates back to English exactly how I wrote it initially. Most times it doesn't. So I re-word the English, then rinse and repeat.
Sometimes this process takes a while. But eventually I get there. Then only I send the English version.
I always assume the recipient will translate what I've written to Vietnamese, hence the above process. I've noticed that it's useful to know some Vietnamese, as you can sometimes see where the Vietnamese translation has gone wrong and change the Vietnamese translation and get the English version to suit.
e.g. recently I was chatting online with Vietnamese friend (in Vietnamese). After seeing a picture of me, she said I looked fat now. I said the picture was taken 6 months ago, now I'm a little less fat.
Translation by Google translate:
B芒y gi峄 铆t b茅o h啤n m峄檛 ch煤t (Now a little fatter)
Which is not what I meant. So I experimented by switching around the '铆t' (less):
B芒y gi峄 b茅o 铆t h啤n m峄檛 ch煤t
stuck this in google translate and got:
Now a little less fat
I felt this conveyed the correct meaning. Anyone fluent in Vietnamese can maybe correct it. (I'm only intermediate).
BTW, the facebook message I sent to Lotte Mart was in Vietnamese. I'd presume that if it was unintelligible, staff would've come back to me and said 'kh么ng hi峄僽' (don't understand).
Re. latest email, I've had a response from a senior staff member last night (at 9pm). So that's good.
p.s. apologise, this post has somewhat gone off in a tangent talking about vietnamese language. But I still feel everything is relevant to the reply.