Customer Service Dissatisfaction

Last night’s dream has a bit touch of reality, well, almost an entire possibility. It started off like this: my brother Jared and I were in the Philippines. We were just strolling around the former Jenra superstore in Dau. Around mid-afternoon, we decided to part ways and satisfy our grumbling tummies. He went to eat in that area of the store where they sell native foods, and I went to Jollibee. Being in that place once again after more than 2 years made me feel relieved and “at home” somehow. The semi-crowded place, indistinct conversations, crews, customers, and kids around -- a typical scenery in most fastfood chains in PI. So, there came the time when I finally ordered my meal. Behind the counter were these friendly-looking service crews, with all the big smiles and slight make-up worn on their faces.

“Good afternoon ma‘am, welcome to Jollibee, may I take your order please?”

“Hi, can I get a large fries and a cone twirl please.” (oddly, but yeah, I was speaking in English)

“Dine-in or take-out po? (eat-in or to-go?)”

“I‘ll have it here”

“Yun lang po ba ma’am? (Would that be all ma‘am?)”

“Yes.”

Then I paid for my food.

“(She put my meal on the tray) Salamat po! Enjoy your meal!J”

Then I carried my tray and sat near to where the counter is… Everything is doing fine so far, until…


After I was done eating, suddenly I felt thirsty. That’s when I came back to the counter to order a large drink. This time a different service crew took my order.

“Good afternoon ma‘am, welcome to Jollibee, may I take your order please?” (a lady with a complacent face)

“I‘ll just have a large Coke, to-go please”

“Ma‘am, okay lang bang maghintay kayo ng ten minutes pa? (is it okay for you to wait for like ten more minutes)? Naubusan kasi kami ng plastic cup supplies, umorder palang kami sa nearest branch. (We ran out of plastic cup supplies, so we just ordered to the nearest branch).”

“All right(???)” What can I do? I was thirsty already.. So I paid for it in advance though.

“Eto yung number mo(here‘s your number), tatawagin ko nalang kayo pag ready na (I‘ll just call your number when it‘s ready.)”

“ Great..”


10 minutes has passed… no drink for me

20 minutes has passed… still, no drink for me…

30 minutes has passed… crap, I’m choking already….


I went to the counter and asked what has been going on. Suddenly the lady crew who served me earlier is now showing some unlikely attitude.

“It‘s been already 30 minutes and the heck where is my drink?” I said calmly.

“Well ma‘am hindi pa dumarating yung delivery crew from the other branch eh.” Saying it in way as if she’s the one who has the right to be annoyed. “Heto ang iced tea (in pouch), yan muna ang inumin ninyo.” As she poked the straw to the pouch and slammed it in front of me.

“So you had this earlier pa, and it‘s just now that you‘re giving it to me??? What a fine service.. You know what, just forget it..” That’s where I lost my patience. I wasn't really pissed about the slamming part though..

I was about to leave the place when the supervisor approached me as she heard my frustrated grunt.

“What seems to be the problem ma‘am?” she asked, and I explained the details. So, she reprimanded the crew who showed such a dubious attitude.

Apologetically, the supervisor intervened.

“I‘m so sorry ma‘am about what happened, we‘re just having some cup shortage as of now, but we‘re trying to compensate naman with juice in pouches in place of soft drinks… If you want ma‘am we can issue you a refund check in that crew’s expense. Just claim it nalang in the other branch building.”

“Just… Whatever..” What a big deal.

Still, she issued me the check and I went to the next building to claim it. There, the manager handed me the refund check. Guess what? That large drink cost the rude crew $12.00 (Oddly, we were in the PI then, but the currency is still in $$$). I wasn’t sure though, but that’s how much I was about to claim. Then, came this lady crew who’s responsible for all the drama.

“Ma‘am naman, di na po ba kayo naawa sakin? Napaka-liit lang na bagay pinalaki niyo pa.. Ano lang po ba sa inyo yung 12 dollars..??? Samantalang para samin na nakatira dito, halos isang linggong pagttrabaho na ang katumbas ‘non..” With such emotion she blurted, as if I am the arrogant one to be blamed about her irresponsible actions.

“I‘m not concerned about the money. It‘s all about the service. You‘re a part of this company and you should live and act up to its standards. Also, you must give the service that is due to your customers.”

Then I ripped off the check right on her face.

“Happy now? Goodluck with your job.”

And I left the place.


I went to meet my brother, and this time he was already done eating as well.

“Bona, can you buy me this food?” He was pointing at this weird Filipino delicacy that we stumbled upon while walking in the halls of Jenra.

“Wait, didn’t you eat already? How much is it anyway?” I asked.

“Yeah, I did. But I want this. It’s 350 pesos.”

What a rip-off… Just a small plate worth of food..

“Nah, forget it Jared. We’re leaving.”