That was the response from the manager, Adrian Tay, on duty at Cedele (Wheelock Place) on Saturday, 14 June, in reply to us when we were looking for a way to provide feedback to Cedele with regards to our abysmal experience at the particular outlet.
Having been a Cedele fan and member, i am appaled at the service standards at this particular outlet. I have been frequenting other Cedele outlets and the service standards & food quality have always been nothing short of outstanding, but this aberration at Wheelock was really spectacularly disappointing.
We were served food with no utensils, and when we requested for tea spoons for our hot drinks, we were questioned by the staff on why we would need tea spoons (it sounds absurd even as i write it, i know). Two of my friends have ordered vanilla lattes, but there were no vanilla inside the drinks, so we had requested for the barista to add the vanilla, and we were told off by the staff that there was actually vanilla in the drinks, "just that we did not stir enough".
After waiting for an hour or so with no staff in sight to help us despite acknowledging our requests, we have began to self serve by going up to the counter to get our tea pot refilled, and get our own utensils, etc.
So given the repeated appalling lack of service, we then requested to have the service charge waived. We were told by the manager on duty, Adrian Tay, that the POS cannot separate the service charges, and there was nothing he could do about it. To be honest, it wasn't a big sum that mattered, but we did not feel that the service (or the lackthereof) was something that should be paid for.
Instead of apologizing for the lack of service, the manager on duty took a rather aggressive-defensive stance instead, choosing to argue about what a POS can do or cannot do, and how they were too shorthanded to tend to us. When we asked where we could deliver feedback to the management, he then scowled and said that we could "go ahead and write a complaint", and that "at most, i get terminated".
I have been to so many Cedele outlets, and this is the very first time that i've experienced such low service standards. Given the bad experience, we would never recommend others to visit this outlet, as your money would be better spent elsewhere in the city where there are tons of other better service and food options.