The House Of Puroy Enterprises

This afternoon, I got a call from Jollibee. It was regarding the customer complaint I sent their head office. I was surprised since this happened two months ago, and I haven’t received any feedback after that.

As I have written on my blog post regarding that incident, I got an acknowledgement email from their head office and a call from a certain Jenny from the store’s branch. Both seeking apology and saying that this matter would be looked upon. That’s it. After which, I haven’t heard from them again… until now.

The call I received now came from a certain KC, who introduced himself as the store manager. Asked me again regarding my complain, and although I’m hesitant on entertaining the call, gave him an overview of what has transpired. I told him that I was informed by one of their staff that their computer only give freebies or discount coupons to customers at random, as opposed to ‘every‘ qualified receipt as stated in their poster. He asked if I knew the name of the concerned personnel, unfortunately I don’t. Personally, I am not concern on whoever was at fault, cause it actually reflects the store’s - no, the whole company’s image.

The store manager then confirmed to me that freebies and discount coupons are in fact generated on EVERY qualified receipt, and not at random as told by their staff then. And again, I received an apology for the incident and that they would do their best to avoid such incidence in the future. He invited me too, to still visit and patronize their branch. And asked me that if ever I go to their branch, to approach him and introduce myself. Then maybe, they could do something to make up for the experience that I had… and promised to give the very best service they can give me, to make up for it.

Well, as far as visiting their store again is concerned, it is not a remote possibility. But as far as approaching them and introducing myself, I doubt… not my style really. If the apologies and efforts to make up were made, right there and then… at the occurence of the incidence, I would gladly oblige. But as of now, what’s done is done… apologies were already made… and accepted. And besides, I don’t want to be treated well, only because I filed a complain.

I really don’t know if I have accomplished anything because this… or if I would hear from them again. I have done what I think I should have done. Wouldn’t want to make big deal of my action… it’s actually their move, not mine. I hope now they would realize that Filipino customers DO file complains, and that they would be more conscious in now.

This entry was posted on Saturday, July 5th, 2008 at 8:04 am and is filed under Business, HOPE, customer service, feedback & reviews, management.You can follow any responses to this entry through the RSS 2.0 feed.You can leave a response, or trackback from your own site.