Kadiri Talaga

If you are eating or a maselan person, please do not read this blog entry yet. Kadiri kasi eh.

I sent this letter to the customer care department of one of the pizza places here in Manila. This is what I sent:

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July 18, 2011

Mr. Blah Blah Blah

Customer Service Manager

Blah Blah Pizza Place

Dear Mr. Blah Blah,

Good Day!

I would like to bring to your attention to our experience with the pizza delivery of Blah Blah pizza place. Last Sunday, July 17, 2011, I called your delivery hotline because we would like to have Blah Blah pizza for our merienda at home.

Within 30 minutes, the pizza arrived at our house. I opened it, took a slice and bit on it. When my daughter was about to reach for a slice, I saw a huge, fat dead cockroach inside the box!! I spit the piece that I was chewing and threw up for a good five minutes! It was so gross!! I was so mad that I called again your hotline. I told them how grossed out we were and to give my money back. After two calls to the hotline, I received a call from the store manager where the delivery was from. I vented out how grossed out I was to her but all that she can say was, “pasensya na po”.

Pasenya?! You say pasensya when your pizza is late. You don’t say pasensya when your customer already ate a piece of your product with a cockroach in it! Kadiri talaga!!!

I posted what happened on Facebook without telling them from what pizza place I ordered. One of my friends told me that maybe the cockroach was still alive when it crawled inside the box and died there because of the heat. It grossed me out more that I feel like throwing up when I think about it. Imagine if my one year old daughter ate it already?! I would never ever forgive Blah Blah pizza place! I do not care if it’s the branch’s fault or what! You have to sanitize your stores to prevent these kinds of situations to happen!

One of my friends also told me to blog about this experience. It is my duty as a concerned citizen to let other people know what happened. I took photos of that day. And yes, I will definitely tell people about what happened. I am bothered by the lack of urgency the people in your company gave when I talked to them. The hotline people, the branch manager and even the person who I talked to in your Customer Care department acted as if I was just rambling about a late pizza delivery. It bothers me so much that you are an international chain and yet you do not give importance to situations like this.

Here’s the photo I took of the dead cockroach.

I hope my complaint does not fall in deaf ears, Mr. Blah Blah. What happened is unforgivable and as loyal customers of Blah Blah pizza place, I think we deserve better than this.

Regards, 

Fleur Sombrero

NOTE:

When I informed their customer care that I will be faxing my letter to their office, I specifically told them that if ever they will call me, I would want to speak with the head of their customer service. Not anybody else, but the head of their customer service. I dunno ha. But being in a customer care related job, I feel that it is best to talk with the head of customer service because for me they can sympathize more with the client (compared to other employees) especially for cases like these. They are placed in that position because they have a talent in pacifying clients and they can escalate faster the concern to the management so that they can do improvements about it agad. 

But did that head of customer service call me? 

NO. 

He didn't even acknowledge my letter which was addressed to him. They had the area manager call me. Though I appreciate he had the balls to call me, I wasn't satisfied because taga dun din yung taong yun eh. He will defend his store / branch. Mga tao niya yun eh. But, if you talk to someone from the head office and not from the the site, I feel that he's less biased compared to them because he handles ALL of the branches. I hope you can understand where I'm coming from.

So, to the head of customer service of Blah Blah pizza place, I'm sorry if I'm not good enough to deserve your precious time. But I'm telling you, this is definitely not the right way to handle this situation. You have to (1) clean up your stores and kill all those cockroaches who wants to joyride inside the pizza boxes to our houses and (2) revisit your procedures how to handle customer complaints.

Kadiri talaga.