Ordered 10 chicken, 10 pork and 5 mutton satays. Upon ordering, I checked with the cashier on the estimated waiting time and was informed to be around 10 to 15 mins. The buzzer will ring once it’s ready. We proceed with ordering with other stalls and after finishing all the food, the buzzer has yet to ring.
We have already waited for 20 minutes and thought that there might be something wrong with the buzzer and proceed to the stall. We waited for another 15 minutes (35 minutes since our orders) and went to check with the cashier on the current waiting time. She went to check the order chits in line at the kitchen and couldn’t find our number, proceed to check with her colleague and guess what? No updates from them at all.
A few customers came by and the cashier continued taking orders. Being understanding, we waited till the queue was cleared and checked with the cashier again (another 10 minutes wait). In total, we’ve waited for 45 minutes and their reply was, our order chit was not even on the waiting list. After informing us that, they continued what they were doing, taking new orders from incoming customers.
No one bothered about us until I went up to the uncle who were distributing the satay and asked if we could proceed with a refund since they’ve lost our order chit (someone from the kitchen mentioned that they might have accidentally given our orders to another customers). They said they are unable to proceed with a refund. Fine. Then I asked if they can help prepare the orders now since all the orders currently were the customers that order way after us. The uncle reply was that “you have to wait, everyone has to wait”. I tried to contain my anger and mentioned that we’ve been waiting for 45 minutes already. The uncle ignored us and continued with the current orders. The thing is, they did not slot our orders anywhere in the queue, not even after the latest order they have in line while the cashier is taking up more incoming orders – at this rate, we will never be able to get our orders even after the store closes. The most ridiculous thing is, the uncle told me to come tomorrow. Wait, did we just bought a voucher? We’re buying the satay to eat now and we don’t think we’re asking too much – a refund for unfulfilled order or fulfilment of order now since we’ve ordered it 45 minutes ago. We were declined on both request – ridiculous, it’s something so basic.
Everyone’s attitude was horrible. It’s either they totally ignore us or shouted at us, the video shows the second part of the argument and the uncle toned down upon realising that we took the video – who will ever expect a simple satay order to escalate to such level. The funniest thing is, we were not the only one facing such issue. Another lady with her daughter faced similar issue. They too, confronted the staff however, was discharged off by the staff. With such screwed-up situation, they continued taking new orders and told every customer that the waiting time is 10 to 15 minutes.
Conclusion is that both the lady and us did not get any satays nor refund. Money loss in this incident was not the main concern. We were very disappointed at how the situation was being handled and how inflexible people can be. It’s not easy to deal with large number of orders and understand that such situations do happen. However, immediate actions should be taken for any wrong orders and the first step should be admitting your mistakes. Shouting at customers and pretending that the order never happened is something unacceptable.
The stall is Leo Satay.
https://www.facebook.com/andre.carmen.7/posts/2019054201501879