18 Dec 2011 • 1 review • 0 follower
I have always thought highly of this branded café and love the exquisite desserts they offer. However, I was utterly dissatisfied with my recent experience.
On 2 Dec, I went down to the shop at night to enquire about the size and price of the cake. It was intended for my brother’s upcoming 21st birthday. I felt really irritated with the new Filipino guy who was serving me. I asked him about the biggest cake size, how much should I buy for 30pax, etc. He totally did not answer my question. He was telling me about the flavours of the cake, served the next customer and ignored me. Bearing in mind that I waited 10 minutes when he served the other customers. Thus, I got really angry and just walked away.
On 5 Dec, I walk passed the café and saw a Chinese girl on duty. So I decided to check out the details from her. She told me about the flavours of the cake that are available for 2kg, 2.5kg and 3kg cake. She even advise me about the price and suitability for the number of people. As I was unsure of the details of my brother’s event, I promised her to order again the next day.
On 6 Dec, I went back to the shop. It was the same Filipino guy. The same thing happened, he served the next customer while I enquired about the cake half way. I believe I took more than half an hour just to order a cake! In the midst of ordering, I was asking about how the wordings were done (because I understand that the wordings are written on the small biscuit). So I requested if they could make the words bigger. It’s my brother’s 21st birthday, that’s why I want it to be big. In the end, that guy showed me a piece of biscuit and said, “Cannot customize. Like this only.” Can vomit blood talking to him.
All the details of the cake, the words and the delivery address were confirmed already. However, my mind was still not at rest about the cake.
On 7 Dec, I visited the café again, hoping that someone can clarify and assure me about my order. It was the same Filipino guy on duty, so I decided to speak to the manager. And it was a female Filipino manager. Throughout the time, they did not answer my concern about the wordings which was too small. I was really exhausted communicating with the both of them and left the café with a “anything-will-do” kind of attitude.
On 8 Dec, I was asked to come down to give them the full address to deliver to. Also, I was assured by a female Chinese manager about my order this time (like finally).
On 17 Dec, which was the actual day of the event, the cake was delivered way too early. The slot that I picked was from 3pm to 6pm. The cake was delivered at 2pm. It was the waitress of Triple Three Restaurant (Meritus Mandarin Singapore) who contacted me and kept the cake for me till my arrival.
At 6.30pm, upon my arrival at the restaurant, I went to check the cake. The size of the biscuit favoured me. But to my horror, the name on the cake was wrong! It was some Indian’s name (Kumaranathan). How can Bakerzin make such a major mistake? This is not acceptable. Shouldn’t you do a final check that the details of the cake are correct before packing, then send out? Yet, on the contrary, the name on the receipt is right.
Immediately, I called Bakerzin Northpoint Outlet and asked them to do something about it. Well, it was the same Filipino guy again. He wasted my time as he could not get what I want, so I asked to speak to the manager. Yes, they were quite efficient as they contacted Bakerzin Paragon Outlet to send another biscuit to the restaurant which arrived in 20 minutes. But when I saw the biscuit, I fumed again. They gave me a small biscuit. What were they thinking? Can you imagine my big cake with puny words that says happy 21st birthday?!
I called Bakerzin Northpoint Outlet again. The manager apologized and admitted that she had forgotten to inform Bakerzin Paragon Outlet about the size. The biscuit then arrived at another interval of time. This time, they missed out the word “21st”. The whole operation really annoyed me. I gave up with the whole hoo-ha.
The sole credit should go to the waitress who helped me throughout the night. She even took the trouble to ask the pastry chef of the restaurant to write the word “21st”.
With regards to that Filipino guy at Bakerzin Northpoint Outlet, I think he is totally not fit for the job which makes me wonder why is he hired in the first place. First, he is unable to listen or get what a customer wants. Second, he is very rude to hang up my call every time without a thank you or bye bye (that’s basic courtesy of customer service). All in all, he is poor in customer service. Shouldn’t there be a proper training or guideline on how to answer/manage calls, serve customers and product knowledge for new employees?