I had a very disappointing experience with Jollibee Northgate about a week ago, and the way the situation was handled afterward made it even worse.
I placed a mobile order and when I received it, almost my entire order had been stuffed into one single bag. The bag was clearly overloaded with heavy items, including chicken and multiple gravies that we had paid extra for. The bag was sealed and overflowing. When I was walking into my house, the bag broke because it couldn't handle the weight, and the entire order fell straight onto the ground and into the snow. The chicken, the gravies, and most of the food were completely ruined. This was not a small or cheap order either, so losing the whole thing because it was packed improperly was extremely frustrating.
I called the store to explain what happened, since the issue clearly came from the way the order was assembled and packed. Instead of taking responsibility for the mistake, they only offered to replace the chicken and nothing else, even though the entire order had been lost due to their packaging. That already felt unfair considering the circumstances.
On top of that, when I asked the employee for her name so I could refer to her when picking up the replacement, she refused multiple times. I had to ask about 4-5 times before she finally told me her name was Wena, who said she was the manager.
When we came back about a week later to pick up the replacement, I overheard her speaking about me to other employees in Tagalog, complaining about me and referring to me as the "McDonald's lady" because I had raised the issue about how the order was packed. What she didn't realize is that just because I may look white does not mean I'm not Filipino or that I can't understand Tagalog. I am Filipino and I am completely fluent in Tagalog, so I understood exactly what she was saying.
The comments were unprofessional and unnecessary. Customers should not have to hear staff or managers talking badly about them behind their backs, especially when the complaint was completely reasonable. The bag had been overloaded and sealed with heavy items placed in a way that made it almost guaranteed to break. Proper packing would have easily prevented the entire situation.
I was never expecting free food or trying to take advantage of the situation. I simply expected basic accountability and professional customer service when a mistake was clearly made.
As a Filipino myself, it was honestly embarrassing to see a Filipino restaurant handle customer service this way. Regardless of culture, businesses operating in Canada should be treating customers with professionalism and respect. Talking badly about customers in another language, assuming they won't understand, is not acceptable.
This experience left a very negative impression, and I hope management takes this seriously and improves both their order handling and the way customers are treated at this location. read more