Jan 12 2009
Bad Trip at McDonald’s Davao Bajada
We went to McDonald’s Davao Bajada branch near Victoria Plaza to order french fries and choco hot fudge sundae. We lined up at the last counter on the right. We were the third in line and when it was our turn, we told the McDo crew named Rica what our orders were and that it was for take out. It was just an ordinary trip to McDo but when we were about to leave the counter, hubby out of the blue noticed that in the printed official receipt Rica gave us, it was written there McFlurry Oreo that costs P39 instead of Sundae Choco Hot Fudge that costs P35 which I wanted to eat for dessert later on and which was what was actually in the plastic she gave us.
I know it is just merely P4 difference that we were shortchanged by McDonald’s given it was just an honest mistake by Rica. We rarely check our OR when we leave the counter coz of full trust at McDonalds. And who would expect that McDonalds would charge their customers for the wrong item which is higher than what was actually ordered and served to them. That would have just been forgotten but what we could not forget was how the McDo crew Rica talked to us and the tone of her voice. She obviously was not in the mood to give good customer service. I suggest she undergo training for that.
She could have at least in the first place apologized for her mistake and we could let it pass. But I am really disappointed in the manner she talked to us especially the tone of her voice. I heard her calling Maam after we told her about the discrepancy if I may call it. It took awhile for that Maam to come. The next thing I saw was that she grabbed a card from her fellow cashier crew and she swiped it the register. Then she gave us the P4 short of our change since she punched McFlurry Oreo instead of Sundae Choco Hot Fudge. Hubby plainly then told me to get the receipt as I was leaving the counter. So I asked Rica for the receipt then with that “bad mood” tone of her voice she told me “Makahulat ka maam magparefund pako?” (Can you wait maam, I will ask for refund?). She said that the OR she first gave us is theirs already coz it is for refund. I did not say anything anymore for I was getting annoyed already with the way she talked to us. I believe it is at least her responsibility to give us a receipt without need for us to ask from her.
Then she called her Maam again and a lady supervisor named Marjorie Alarcon (as I later found out since I really looked at her name tag before leaving McDo) came to her side who processed the new OR. I felt the need to tell Ms. Alarcon and so I told her “Please do not talk to your customers that way” (referring to Rica). And I continued to tell her ” she punched McFlurry Oreo and not Sundae Hot Fudge…” I stopped talking because I noticed she was not looking at me and she did not seem to be listening. That made me more disappointed because the supervisor herself did not even seem to care nor apologized for her staff/crew’’s behavior nor even asked me what was wrong in the first place. But at least in the end with a polite voice the supervisor gave me the two ORs and explained to me what they did with the OR. Hmmmm it is one bad trip to McDonald’s Davao Bajada branch.
I left disappointed at how they handled the situation. I know it is just petty P4. But it seemed to me that it was just a common mistake which if you think as in any store in that case, that can cost a lot if it is done randomly with many customers. Well I am not saying it is McDo’s practice but I think they just have to check on it and PLEASE do not put crews in the front line when they treat and talk to customers that way. She might have been in a bad mood with something else but that’s simply no reason to show it to customers at McDonalds.
methinks, the problem is kinda petty and small if its not done regularly or its one in a million case as we leave room for errors. but more than this, such talks about customer service which is not just a thing in isolation but is more of a habit. as such, 4 peso-difference habitually done everyday means hundreds and thousands taken away from customers everyday. heads up on this for Ronald Mcdonald, really!
With that kind of service, I would definitely talk to the manager. Or write a complaint email to McDonalds.
Shame on them.
I guess I could slap her on the face if she does that to me. hehe.
i hope the management could this..
i think the supervisor could empathize with Rica because the wrong punch would be charged from her salary. so she gave you p4 instead so that only p4 would be charged from her salary. But instead, asking for another receipt would mean that she had to pay for another p35. and considering the daily salary of a McDonald’s crew, it’s just minimum wage, i think, or maybe less. so i think that explains why she was grumpy. But then again, she could have at least explained it to you, and in a polite manner, too. And the supervisor, as well, should have had a more pleasing personality than her crew. So i hope this gets to whoever owns that McDonald’s franchise in Bajada. So they could train their employees better.
People make mistakes dude.. but somehow, baka di lng kau ang nbibiktima and baka racket nya din un. we do not know. It’s a smart thing to do. Always check your receipt before leaving in the restaurant, hardwares, bars etc. and always remember your orders.
Hmmm…guilty siguro sila. Baka may sabwatan between the sup and the crew. Hehehe.
My ate had a similar experience but in her case, hindi talaga sya binigyan ng receipt. Months later, twas found out na may anomalya talaga sa branch na yun. Megabucks din ang kinita ng ilang crew with their modus. (It didn’t happen at McDo, by the way. Sa other fastfood chain yun.)
Sometimes, these cashiers/supervisors/whatever of these multinational companies think of themselves as someone to lookup to. Nakasakay lang sa kabaw, thinking kabaw na sad! Feeling high sila bisag ordinary tindera/empleyado ra man sad diay.
dah! way ayo mcdo. principle is principle even to the last cent. sure that they have accepted their error but they handled the matter poorly. if it were me i’ll make a raucous in thick bisaya how rica should have sold dirt instead of food and that that alarcon manager should have eaten those receipts herself for being apathetic.
sheesh!
its just 4 peso dude. dont sweat the small stuff.just be thankful for what you have. u never try to become a crew. were not perfect sometimes too many people maybe it was not her intention to do that. Just be thankful ur not one of the crew.
NO the truth is folks need to learn customer service!
if no one spends money in their place of busines they will not earn a pay!
Also the crew member made the mistake! Its not the customers job to make sure recipts are correct!
Customers should be able to relax and not worry if the recipt is correct or not. The reason ppl check them is because they cant just trust the order was rang up properly!
I will go and ask for no cheese over and over and I will still end up with cheese being on my burger even while the recipt itself says no cheese!
Most folks dont check their food to make sure they get what they asked for! They take for granted that it should be there!
Well not me I will check everything before leaving to make sure my food is right!
I hate having to do it and its a shame that one must do their job,, to go behind them and make sure they are doing their job!
Im upset now that they say they are 24 hours but they are now closed! Who knows why!!!!!
thnx for this blog…. this made me realize na icheck tlga ung OR’s in every transaction….kac me iba tlgang mga cashiers na marunong mag hokus pokus (aka dagdag/bawas)… hope it wont happen agen kc costumer tlga kmi ng mcdo sa bajada…
What is with the McDonald franchise holders in the Philippines – they just don’t get it !! In the United States Mc Donalds would have NEVER grown into the huge and successful company that it is by tolerating employees with the crappy attitudes they have here. And, it’s not just McDonalds.
big mistake to fight the customer. thats a big no no!
hahaist . that was just a li’l amount , maybe Rica was then so much tired that time .. and for the fact that sundae hot fudge cost P25 NOT P35 . how come that u can publish this kind of blog wherein you can keep it yourself (or others who are with you that time) ?
sometimes, we shouldn’t be like this , not for all times that we were good . all of us committed mistakes , not only once . but a million Times . Rica is my co-crew in Mcdonalds Bajada .
DEAR IYA,
I know you would defend your co-crew Rica. But please read my post WELL before you make your comment. Let me inform you that I still remain a regular customer of McDonalds Bajada up to this day despite what happened and I would like to meet you in person to explain to you personally why I posted this.
Re: “and for the fact that sundae hot fudge cost P25 NOT P35 .” – Did you look at the pic of the receipt I posted here? The official receipt says it costs P35. I know it costs P25 now but at that time this happened it costs P35 dear. And she punched McFlurry and not Hot Fudge in the first place.
Yes I could have kept it to myself but being the owner of this blog I am also entitled to express my opinion and comments about the kind of customer service that I experienced at that time at McDo. I am sorry it was just unfortunate that I was able to witness the kind of rude attitude towards a regular customer that Rica showed me at that time. My point is if Rica was tired at that time, she has no right to address a regular customer like me in that kind of voice that she used on me. You must have missed reading this part of my post “So I asked Rica for the receipt then with that “bad mood” tone of her voice she told me “Makahulat ka maam magparefund pako?” (Can you wait maam, I will ask for refund?).”
It was not really the P4 that is the issue here but the kind of rude voice and attitude that Rica showed to me. I did not deserve that considering she made a mistake to which she never apologized for.
Plus this which you may have not read too in the post – “a lady supervisor named Marjorie Alarcon (as I later found out since I really looked at her name tag before leaving McDo) came to her side who processed the new OR. I felt the need to tell Ms. Alarcon and so I told her “Please do not talk to your customers that way” (referring to Rica). And I continued to tell her ” she punched McFlurry Oreo and not Sundae Hot Fudge…” I stopped talking because I noticed she was not looking at me and she did not seem to be listening. That made me more disappointed because the supervisor herself did not even seem to care nor apologized for her staff/crew’’s behavior nor even asked me what was wrong in the first place.”
Anyway, I will go and talk to you Iya and Rica when I find the time to go to McDo Bajada. In fact every time I go there I always look for Rica.