The following excerpt is an account from an unhappy customer.
I’m Glen (not his/her real name) and I would like to provide some feedback on the service I received at TDH @Oasis ara damansara. Yesterday evening I went there for the first time to check out the somersby promotion and have dinner with my girlfriend and another friend.
My girlfriend and I proceeded to place our order with a member of your staff who did not write down our orders but simply “memorised” it and went away. We ordered an egg bacon sandwich and a carbonara without beef (my girlfriend is a vegetarian and the menu stated carbonara with beef). Approx 15 mins later the same person who took our order came back to us claiming that he had already keyed in the order but wanted to confirm he got it right. He proceeded to guess (Yes I’m not kidding he took 2-3 guesses) what my girlfriend and I ordered and got it horribly wrong! From this I concluded he hadn’t keyed in the order at all and was trying to correct the mistake. We repeated our order and again he went away not writing it down again.
Sometime later our food arrived ( it would have been close to 30mins from our initial order). The carbonara had meat in it and we sent it back saying that we had specified saying no beef. They brought the dish back to us saying its not beef but pork. We told them that when we said no beef, we didn’t expect you to replace the beef without checking with us. Had we seen carbonara with an option of beef/pork, we would have specified no beef and no pork. We sent the carbonara back and said we want carbonara with no beef and no pork and this time specified that the customer is a vegetarian. Another 10 mins later the meal arrived. As my girlfriend started to eat, she noticed that there were still small pieces of pork inside the carbonara. This then lead me to conclude that they had removed the pork on top from the same dish and had re-served it to us.
Imagine our frustration at having to wait so long for a meal and on top of that have our specifications and requirements simply belittled. I was quite patient throughout what was an entirely horrible dining experience and had called for the manager at this point. A man by the name of Win presented himself as the person in charge and promptly fixed the order and got our meals to us. Its one thing to have the order mixed up on a busy night which I can understand. But to re-serve a dish that was rejected by removing the meat from the top of the plate to a vegetarian is beyond all realms of being cheap and is truly and utterly disrespectful.
Firstly, you will have customers who will customise orders as and when required and had there been an issue in doing so, the waiter should have informed us accordingly.
And secondly, please write down the order!! We don’t expect your staff to have super human memory. The dining industry uses a pen and papers for these very simple reasons.
Thirdly, train your staffs in sensitivity of dietary requirements. If a person is a vegetarian, they wouldn’t like some meat in their food. These things may seem like common sense but sometimes need to be told.
Fourthly, when you’ve made a mistake, at the very least be apologetic about it and not try to ignore the mistake. That would piss customers off even more. Win was very nice and apologetic and made the difference between us walking away that night or staying to finish our meals.
I hope this feedback will be well received and action taken accordingly to improve your service. Am not sure if I will go to TDH again after last night but I hope when I do I see an improvement. Thank you for your time if you have read up to this last line of my long feedback. I believe customer feedback is important and I owe it to TDH to give you this feedback.