Last Christmas Season, we broke our tradition of cooking our own food. My family decided that we order online. I understand that it was the holidays so it was expected that there would be delays. I just didn't realize that two restaurants would cause us a lot of trouble and disappointments.
For me, these restaurants really have good food but once in a while bad customer service can ruin them. Issues can be prevented if they really have a plan on how they should handle the holiday season.
1st Issue:
We chose Amber Golden Chain of Restaurants because of their delicious Pancit Malabon and Pichi-Pichi with Cheese. My mom placed her order last 12/23/2014 and informed the Customer Support to have it delivered on 12/25/2015 at 7PM. The customer support staff assured her that our order will be delivered on the specified schedule. My mom even called again if the delivery can be moved on 12/24/2014 7PM but the customer support staff informed her that they were already fully-booked for delivery. So come 12/25/2014, my mom called Amber around 5PM to check on our order. The customer support staff told my mom that somebody will call her. My mom waited but no one called back. She called again the hotline informing the CS that no one called. The CS again told her that this time there will be someone who will call. After minutes of waiting, Amber Bacoor called just to tell my mom that they had a system issue and just received her order and that their cook already went home. They won't be able to deliver on the specified schedule and the order will be delivered on the next day.
My mom was angry because the order was made 2 days ago but it seemed that the Customer Support and Amber Bacoor didn't take note of the pre-order. She called Amber but all they can tell was an apology. There was no action from their end.
Due to our dissatisfaction with their service, my aunt and I contacted Amber about the issue via email since we felt that whoever took that call didn't take us seriously. After a day, I got a response from Miles who asked for details about the issue. I told them that they should give free food as compensation for all the trouble that they caused us.
The next day, the hotline staff called to inform me that they will give us complimentary delivery of Pancit Malabon good for 20-25 persons and 40 pieces of Pichi-Pichi with Cheese. I also got a call from Berna, the branch manager to confirm the order. I told them to have it delivered on 12/31/2014 at 12nn. I am not sure if it will indeed be delivered on time or if it will really be delivered. I hope this time they will keep their word and schedule.
Amber could have prevented the issue if they called us early in the morning. They could have verified their deliveries on that day and inform their customers of any possible issues. I think it was not right that they told us that they just received an order which was placed 2 days ago.
Thanks to Miles who really took this issue seriously especially that it was our first time to try their food delivery service.
2nd Issue:
Last 12/24/2014, my brother was on duty at the hospital so I ordered from Shakey's at 4:30PM to have food delivered to him at 7:59PM. I was following-up the order since I already paid for the amount. I used their Online Delivery but got no word from their Online Team. I called their hotline and I was not able to connect. So for 2 hours, I tried calling their hotline, sent an email to their Online Team and sent a pm on their Facebook page. The admin on their Facebook page assured me that they will inform the team about my order but no one called back to confirm my order.
I already felt nothing was going to happen so I searched my old contacts and found the number of their Lemery branch. As per the manager, they cannot do anything since they are only a franchise. They cannot process my order because they are not even sure if they will get my payment. They tried calling the hotline but no one was responded.
The day ended with no food for my brother and a very angry me who was so disappointed with their service. The next day, I called their hotline to follow-up on my reversal since I have not received any decent response from the Online Team and on their Facebook page. I demanded back my money. The admin on their Facebook page can only respond with an apology but there was no action from them and their usual copy-paste response that they need the information. I really wonder if they read the private messages before asking the customers who posted their dissatisfaction on their page.
After long hours of waiting, I only got an email response that my reversal was already in process and didn't say much. There was no initiative from their end on how they can compensate their customers. I remember what the Lemery branch manager told me that with this kind of issue, Shakey's would refund your money and give you free pizza. But I guess that is no longer their rule.
I think Shakey's could have posted an update on their Facebook page that they will not be able to accept and process any order on or before 8PM - 9:30AM. They could have also sent emails to their Online Delivery customers to inform them about this service downtime. Unfortunately, nothing. This was not the first time I had an issue (I had lots) with Shakey's but after that holiday experience, I am bit hesitant now if Shakey's can really meet my delivery expectations.
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