Yesterday, we, the graduating batch, had our graduation practices at school. Since the canteen servicing the school had already closed, we had to order food for our lunch from fast foods.

Some of my batchmates ordered at Jollibee, but our group decided to go for KFC. We tried ordering at KFC but they notified us that they can’t make it since they didn’t have any delivery boy for the day. So we ended up ordering at McDo.

Ordering Process (McDo)

I was the one who took care of the ordering process. I called McDo’s (McDonalds) hotline in Davao, 228McDo. I did not have to wait, there was a person on the phone right away. I gave my name, the school’s complete address and other necessary info such as contact number. Then, I dictated our orders to their Customer Service Representative (CSR). The CSR rechecked our order to make sure that there was no omission, addition or duplication in the order. Everything went well and promised us to have our order within an hour after the confirmation call of the McDo servicing branch to the contact number we provided.

It was exactly 12:17pm, about a minute after our 228McDo call, when the McDo servicing branch called us up for confirmation of our order. We confirmed it right away.

List of Order

The Agony

Uhm, it was about 12:45pm when some people started complaining telling me that their hunger is already killing them. I told them to wait just a bit longer cause their promised one hour was still not over. Then, the bell rang. It was already 1pm and lunch break was over. Me and Beth Rosero decided not to attend the practice yet and wait for our order. By 1:17pm, one hour after the confirmation, the food still was not delivered. We bothered to still wait a ‘lil longer, and by 1:30pm, I tried following-up the order thru 228McDo Davao hotline.

The 228McDo CSR asked for my name and contact number. She saw on their records that the order was confirmed by 12:17pm and asked for apology for the inconvenience. Then, she told me that the servicing branch gave them no feedback yet on the order. She also asked me if the servicing branch asked for time extension after the confirmation and I replied negative.

After the call, we still bothered to wait even longer. Then by 2:30pm, I tried following it up for the second time. The CSR, again, rechecked for our order status and said that there still was no feedback yet from the servicing branch. Then I asked her which branch, and she told me it was McDo in Damosa. I asked the CSR if we can have our orders canceled. She contacted the servicing branch herself thru phone and told me that our order was still on the store. I got pissed cause after more than two hours of waiting, our food was still on the store. The CSR then confirmed if I was sure about the cancellation of our orders and I confirmed it right away without the consent of my other batchmates.

Refund Time

So there was no choice but to suffer from hunger caused by that damn McDonalds. I had to return their money one by one, and it was a strenuous chore considering I still haven’t ate a meal for the day.

Attempt to Complain

Out of anger, I tried my best to contact the said McDo branch, McDo Damosa. I called up 228McDo to have McDonalds customer service email, but they replied they did not have one. They asked me why I wanted to have it, and I told them that I wanted to complain. I also asked them McDo Damosa’s email address, but they told me that branches don’t have it too.

I ended up asking McDo Damosa’s telephone number. The CSR who attended to me gave it right away. I ended up the call with the CSR’s permission, and dialed McDo Damosa’s number.

It was Sir July, one of their managers according to him, who answered my call. I told him about the incident, and replied to me that there problem was that they only had one rider for the day. I asked him why we were not notified of the possible delay. 228McDo told me that in events like this, the servicing branch should ask the customer of time extension. He did not answer right away, it could be that he was somewhat overwhelmed by my slightly angry tone brought by my hunger. Then he answered that he still has to check on why we were not notified. He also told me that they haven’t anticipated the scenario and asked for apology.

He asked my full name, and I gave it and even spelled it out letter-by-letter. He asked for my contact number, and since I don’t have a mobile phone I gave him my email which I think he did not take note of. I told him that I’ll have to call him later.

McDo should have

• notified us that our order would be delayed.
• anticipated the situation.
• not accepted our order at all.
• had the nerves for people waiting for their not-so-good food.

That’s all for now. I’ll post follow-ups later.

UPDATE: Here is the list of other related posts by my friends and batchmates:

• Die McDo by Gerwin John D. Rodriguez
• Assessing McDo Service by my sister, Cecile Maris E. Gozalo
• The McDo Experience by Heidi Louise Torralba