OVER the last week I visited a fast-food chain in Brunei. I remember the hype it got when it opened as customers thronged the establishment and it was difficult to even buy a bag of fries.
However, over the last week, during both my visits to the place, I have been met with disappointments.
- Poor service
The cashier had trouble understanding me and I had to repeatedly tell him my order even to the extent of pointing to the screen above him displaying my meal.
When he finally got my order, he failed to tell me that they ran out of fries only after I had paid, offering me onion rings instead. (Strike one)
I let that go, however when my food finally arrived, they got my order wrong. I went back to tell them but they said that they had run out of my original order and felt that was the best alternate option for me without the decency of even asking me. Terrible communication and as a customer that paid for a service, I was getting nothing but my temper tested. (Strike 2)
Unfortunately more training needs to be provided to their staff.
- Quality of the food
Having to deal with bad service is one thing, and for most it can be easily accepted. Especially living in such a peaceful country, the last thing you want to do is to pick on people’s shortcomings. However, when it comes to the quality of the food, no matter how small, it should never be compromised.
On both occasions the size of the patty was measly, and if I were in the United States, I would have probably already sued for false and misleading advertising of getting a big juicy burger.
Going into a fast-food chain, everyone knows you are not necessarily getting lean meat, most of which are processed; but I really must question the quality. When after looking closely at my patty, I saw some very odd looking circles in them which did not look appealing or that they should even be there in the first place.
If you’re having trouble understanding what I’m trying to describe, imagine a biologist looking through a microscope to inspect a specimen, and at very high magnification levels, sees little circles of the specimen floating around. (Strike 3, You’re out!). Needless to say I didn’t end up eating my meal.
Now, I have mentioned this to a friend and she said perhaps it’s because they are still new.
I disagree with this and do not find this as a valid excuse because I have also visited this franchise in other countries and never faced the issues mentioned above.
If you are going to start a business, be prepared; why subject your business to the risk of losing customers because you fail to provide proper quality control checks and train your employees effectively.
– Disappointed Customer