Complaint for Pizza Hut Greenbelt

Below is a copy of a complaint for Pizza Hut Greenbelt which is NOT a baby-friendly restaurant!

Store: Glorietta IV Branch
Date: 01 August 2010
OR# 4751

Primary Complaint: Poor customer service

Ten Specific Complaints
1. When we entered the outlet and being led to our table, close to the cashier, one of the crew (lady in black) was obstructing my way to take my seat. She knew that we were moving towards that table and should have given way first prior talking to another crew in the place.

2. We asked to be transferred to another table, closer to an aircon as that first table assignment was a hot spot. Note that we had a 13 month old baby. We were transferred with ease to a table, closer to an aircon and a cashier.

3. When my wife was asking for extra napkins, we were with-in striking distance from the cashier, where the cashier (Carmelita Pineda) and crew members. One of your female crew members motioned to another crew member to give us extra table napkins. Note that she was near our table and it wouldn't take one minute to come to our table and give us extra napkins.

4. When we were paying our bills, I just handed over the bill with 500 pesos to the cashier (forgot her name). She put aside the plastic plate with the bill and money which I placed on the counter. This plate fall off the counter and into the adding machine (?). Her action and body language seem to imply get away from here. She could have easily said, "Could you give me a couple of minute while I finish my transaction?"

5. By this time, we had lost our cool and verbalized our frustration. I asked for the manager and the cashier referred me to Ms. Pineda, who is actually NOT a manager but a cashier.

6. I asked Ms. Pineda to give me names and contact details of the store manager. She was NOT focused on her task as she wrote these info in another receipt, which was NOT our own receipt and she re-wrote it in another sheet of paper.

7. Minutes had passed before Mr. Romel Canonigo had come to us! I explained in frustration the poor service and slow reaction towards our complaints.

8. My wife had already walked out with our baby and the stroller. She later informed me that nobody offered assistance by opening the door for her.

9. Try calling the number of the outlet at 5560511 as indicated by Ms. Pineda and see fast you would get an answer. Have been trying to call that number to reiterate my complaint but that phone is never answered.

10. We also requested for a high chair for our 13 month old baby but was informed there was NO high-chair. Then, later Mr. Canonigo informed us that they had a baby stool available. We were NOT informed that an alternative was available. Isn't a high chair a "must" for restaurants? We have eaten at Max's and even Shakey's in Greenbelt and they have high chairs available.

Note that in two other previous dining occasions in this outlet, we had suffered poor customer service. On one occasion there was a hair strand in our pizza. We complained and they just replaced the pizza.

This is very frustrating and am considering filing a formal complaint with the Consumer Welfare Desk and/or the Department of Trade and Industry.

Would appreciate your immediate investigation of the matter.