A Letter to Greenwich

To whom it may concern:

I’m writing to express how disappointed I am with the service of your branch/franchise in the Raffles Corporate Center building on Emerald Ave (F. Ortigas Jr.), Ortigas Center, in Pasig.

I have eaten there many times as the location is very convenient for me. However, every time I patronize your restaurant, there are problems relating to customer service and these problems are consistent.

Long lines, long wait times, and incorrect orders are frequent. When I’ve asked for water, or ketchup, or just to ask what happened to the rest of my order, there is no follow up from the employees. I often have to remind them 3 times before I see action on it, and it’s not uncommon for me to have to get up from my seat, go to the counter and stand there before the concern is addressed.

Since I have only an hour for lunch, you can imagine how this infuriates me. There have been instances where I spend the entire time following up an order, only to have it delivered 10 minutes before I need to report back.

I’ve witnessed employees having there break times on the floor while there used dishes to be bussed, or tables to clean off. This is particularly aggravating when there is nowhere else to sit except for one of these un bussed tables.

Just today, I witnessed the customer in front of me storm out of the establishment because she was not informed that her order would take longer than expected.

When it was my turn, I had to repeat my order 3 times before the cashier was able to communicate it properly to the staff in the kitchen. I ordered 1 regular lasagna ala carte to go and 1 large lasagna with drink for dine in. Later when my order arrived, there was no breadstick/garlic bread. When I asked the manager about it, he said that they were low on stock and were only including the bread with the other orders of pasta, not the lasagna.

I was neither informed of the shortage when I ordered, nor was I offered an alternative. If I was, I would have chosen to go with another choice of pasta. I was not offered compensation, refund or another solution. I have experienced service in other restaurants where if a mistake like this is made, the manager would offer some solution, perhaps a coupon, or a substitution. No such gesture was made in this case.

While I understand the demands of the service industry, and am willing to give people the benefit of the doubt, this particular branch has displayed no change in it’s performance since it’s opening several years ago. I would easily rate it as the WORST restaurant among the ones open here during the graveyard shift lunch hour.

I would suggest one of your Customer Service trainers do an audit of this branches performance ASAP.

Thank you for your attention.