JAN 10
Dear Mr Edgar Ng,
Dear Mr Edgar Ng,
First of all , please let me apologize for the experience you endured at TGI Friday's One Utama on 30th December. My name is Andy Dhillon and I am the Director of Operations for TGI Friday's Malaysia. My sincere apologies to you and your party for the unpleasant visit you had with us.
We take our guests comments very seriously and you can rest assured that the incident will not be taken lightly. Your feedback helps us improve and ensure it is not repeated again.
The experience you endured is definitely not what Friday's is about and for that, once again my apologies.
I would like to thank you for the time and effort you took to highlight your experience to us. I would like to talk to you personally on this matter and would appreciate if you could send me your hand phone number.
My number is XXXXX and you can call me anytime.
My apologies again and I thank you for bringing this matter to my attention and you can rest assured that it will be investigated thoroughly and necessary action will be taken.
Thanks you and regards,
Andy Dhillon
Director of Operations
TGI Friday's Malaysia
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Jan 13 ( 6 hour ago ..)
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Jan 13 ( 6 hour ago ..)
Dear Mr Edgar Ng,
I am re-sending you the below mail - in case you did not receive it.
Thank you & regards,
Andy Dhillon
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THE PERSISTENCY OF THIS DIRECTOR...I LOVE IT
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Hi Andy,
I am sorry for the late reply. I appreciate very much for you to personally take care of your customers and you , sir have our highest respect. first and foremost i would like to say that the date is actually 31st December. My Phone number is XXXXX. You can reach me anytime. I first, want to apologize for the tone i used when i was giving the feedback at your website, because on that day itself my anger got a little out of hand. Let me rewrite the incident again incase there is any mistake .
It goes like this. We had about 20+ people , we were celebrating new year's eve. so it was 31 december at around 7 pm or 8 pm+ . We were given two long tables. each of us ordered our meal unfortunately some of them did not order drinks as some were couples and decided to share drinks.
And Honestly, we did not know that refillable drinks cannot be shared. On the first table, my friend shared his drink with his girlfriend, and when they got a warning, the girlfriend immediately ordered a drink. this was fine. But on the second table(which the first table did not knew), a friend shared with another friend, and that was when they were warned " you cannot share drinks or we'll have to charge you" . thats what the staff said.
Then a minute later, two drinks were placed on the second table. An immediate warning and two drinks came?, we were puzzled as to why such aggresive policy? So my friends on the 2nd table called the manager to explain that they did not know and so to atleast provide a warning before forcing them to buy both the drinks.
The Manager replied ' I cant do anything, you all can talk to the security guard' . What is the manager for then? We were all alraedy very unhappy, i decided to approach the manager again when he walked away, luckily, the GM was there. as i explained, i think the GM did not fully understand the situation but the manager insists that we drank ONE of the new cup, when we only shared the INITIAL drink . so we were forced to pay for ONE new cup and they agreed to void ONE cup. but when my friend reexplained that we did not even touch the ONE new cup thats when the manager gets cocky and turned the story around.
he said this ' BUT just now u said u drank the new cup ', he did not even want to see the level of the water in the cup .. he also said this " if u talk to me like that i would not void even one of the drinks "
i then got angry and said are u forcing us to buy the drinks? we will not pay for it. i pointed at him , and he said ' u have a problem with me? , we can talk behind ' he dragged me along to somewhere where there is less people. luckily my friend was there to ask me not to find any trouble.
As you see there is obviously a problem with this branch's attitude towards customer . im not the only one, i have done some research and here is a link for you to check out http://www.malaysiabest.net/2007/02/11/tgif-queensbay-mall-penang/
Correnbrody
on Feb 12th, 2007 at 12:19 am
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Hi Andy,
A mistake i wrote , there were actually two bills. One of my friend received it. I assumed there was ONE because we took a long time calculating and i was pretty angry before then.
----------------
THE PERSISTENCY OF THIS DIRECTOR...I LOVE IT
--------------------------
Hi Andy,
I am sorry for the late reply. I appreciate very much for you to personally take care of your customers and you , sir have our highest respect. first and foremost i would like to say that the date is actually 31st December. My Phone number is XXXXX. You can reach me anytime. I first, want to apologize for the tone i used when i was giving the feedback at your website, because on that day itself my anger got a little out of hand. Let me rewrite the incident again incase there is any mistake .
It goes like this. We had about 20+ people , we were celebrating new year's eve. so it was 31 december at around 7 pm or 8 pm+ . We were given two long tables. each of us ordered our meal unfortunately some of them did not order drinks as some were couples and decided to share drinks.
And Honestly, we did not know that refillable drinks cannot be shared. On the first table, my friend shared his drink with his girlfriend, and when they got a warning, the girlfriend immediately ordered a drink. this was fine. But on the second table(which the first table did not knew), a friend shared with another friend, and that was when they were warned " you cannot share drinks or we'll have to charge you" . thats what the staff said.
Then a minute later, two drinks were placed on the second table. An immediate warning and two drinks came?, we were puzzled as to why such aggresive policy? So my friends on the 2nd table called the manager to explain that they did not know and so to atleast provide a warning before forcing them to buy both the drinks.
The Manager replied ' I cant do anything, you all can talk to the security guard' . What is the manager for then? We were all alraedy very unhappy, i decided to approach the manager again when he walked away, luckily, the GM was there. as i explained, i think the GM did not fully understand the situation but the manager insists that we drank ONE of the new cup, when we only shared the INITIAL drink . so we were forced to pay for ONE new cup and they agreed to void ONE cup. but when my friend reexplained that we did not even touch the ONE new cup thats when the manager gets cocky and turned the story around.
he said this ' BUT just now u said u drank the new cup ', he did not even want to see the level of the water in the cup .. he also said this " if u talk to me like that i would not void even one of the drinks "
i then got angry and said are u forcing us to buy the drinks? we will not pay for it. i pointed at him , and he said ' u have a problem with me? , we can talk behind ' he dragged me along to somewhere where there is less people. luckily my friend was there to ask me not to find any trouble.
As you see there is obviously a problem with this branch's attitude towards customer . im not the only one, i have done some research and here is a link for you to check out http://www.malaysiabest.net/
Correnbrody
on Feb 12th, 2007 at 12:19 am
LOVE LOVE LOVE Friday's!!! The atmosphere, the service (except the branch in One Utama, which totally sucks), the food, the alkie drinkies… one of my fav dining places!
Before this i would also like to complain about the tone they use when they talk to customers. the way they bill us, without asking us whether we want to seperate our bills ornot they charged both tables at a single bill which caused us to wait atleast 30 minutes when calculating the bill, we EVEN have to CALCULATE for them. and they have to make changes because their billing was WRONG.
dont know if they purposely overcharged us or what, i do not want to stretch on that. My members and i were very unhappy on that day.
our bills summed up to thousand plus and they caused havoc over two little drinks, i m ver disapointed with the manager, if he cant even solve such problem, i dont know what else he does there. we talked to them nicely but they just turned their heads away and reply with such rude statement.
Thanks you,
Edgar Ng--------------
Hi Andy,
A mistake i wrote , there were actually two bills. One of my friend received it. I assumed there was ONE because we took a long time calculating and i was pretty angry before then.
holy cow! i just lodge a complaint recently. Andy Dhillon called me and he said to me the very same thing he wrote to you. I think there's a script. He just repeating them to every customers who complained.
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