I would like to raise a serious concern regarding the customer service experience my wife and I had at your Roxas Boulevard store.
We visited the store last Monday because we were interested in arranging our son's baptismal party. We spoke with one of your staff members (forgot the name) about our preferred date and time. We were informed that the schedule was currently unavailable, but the staff member told us that he would try to discuss the matter with the other guest occupying the ground floor and consult the manager about the possibility of accommodating a double party on that particular date and time.
He took down our details and specifically advised us that we would receive an update within 1-2 days. Based on what was communicated to us, we were under the impression that our request was still being considered and that we would be contacted once a decision had been made.
Three days later, when I personally returned to the store to follow up, a staff member named (Leslie) simply informed us that it was not possible.
We completely understand that our preferred date and time may not be available and that there may be operational limitations. What is disappointing is the way our expectations were managed. If the arrangement was only a possibility and required management approval, this should have been clearly explained from the beginning. Giving us a 1-2 day timeframe for an update and telling us that the staff would try to make arrangements created a reasonable expectation that our request was genuinely being pursued.
Customers should not have to wait several days and personally return to the establishment just to receive a final answer, especially when a specific timeframe for an update was provided.
Hospitality is not only about the food or the venue. It is also about how customers are treated, how expectations are managed, and whether staff follow through on what they communicate. If something cannot be accommodated, we can accept that. What we cannot understand is being given the impression that something is being worked on when there was apparently no confirmed arrangement to begin with.
This experience was particularly disappointing because we were considering your establishment for an important family occasion. We expected a welcoming and professional experience, but instead, the communication and follow-through left much to be desired.
I hope management takes this feedback seriously and reviews how staff are trained to communicate regarding reservations, special requests, and arrangements that require approval. Staff should be careful not to create expectations or provide timeframes that they cannot reasonably fulfill.
We are not asking for special treatment. We are simply asking for clear communication, proper expectation management, and professional customer service. read more