Terrible Customer Experience at 528 Ilawod

Poor customer service. We were there earlier. When we arrived, the 2 staff were busy preparing orders of another customer. Took them a while to notice we’re there before they gave us the menu. Dinadaan-daanan lang kami. But that’s okay. We let that pass.

We ordered Strawberry Lemonade, Salted Caramel Frappe, Tinapa Pasta and Ham and Cheese Melt (we were convinced by one of the staff kasi may kasamang fries daw yung sandwich). After a few minutes, nagbrownout. We were informed that they cannot make the Frappe coz it needs a blender. Understood. Sabi ko I will wait 15 minutes at kung wala pa ring power, I will change my order. I told them to go ahead and make the other orders. After a few minutes, bumalik na naman yung staff and informed us that they can’t make the Strawberry Lemonade, too. Sige okay lang. Then a few minutes later, the staff came back and said they can’t make the sandwich and tinapa pasta kasi it requires electricity to do them. Seriously? Medyo nainis ako kasi hindi nila kinonfirm yung availability ng orders in one go and kailangan nila talaga sabihin sa amin isa-isa with few minutes intervals pa. The staff was not even apologetic. The coordination between the front liners and the kitchen crew is terrible. So sige. I let that pass. It’s not their fault na nawalan ng power.

Around 15 minutes rin the power returned and I told the staff to proceed with our orders. We waited. Took pictures. Browsed the internet. Siguro, took them 15 minutes to serve our food. Sandwich and Pasta yung nauna. We were waiting for our drinks kasi we want to take pictures. Medyo natatagalan so we started eating. Nasira na ang gana ko kumain kasi antaaaagaaal ng drinks namin.

After another 15 minutes, lumapit yung staff at sinabing wala daw Salted Caramel Frappe. Naiinis na ako. The staff was NEVER apologetic. Sabi ko “Ano na lang ang pwede?” Sabi niya, ChocNut Frappe na lang. So sige sabi ko, okay na yun. Then I asked “How about yung Strawberry?”, ang sagot sa akin “Wala din po”. OMG! I cannot believe what I just heard. Kung hindi ko pa tinanong yung drink ng kasama ko, di niya sasabihin na wala rin yon? Sa sobrang disappointment, di na lang umorder ng drinks yung kasama ko. Sana noong brownout pa lang inalam nyo na di pala available lahat ng beverage na order namin. 30-45mins na nakalipas tsaka nyo sinabi samin.

Wait. That’s not all. I called the staff again after a few minutes and asked, “May kasama bang fries yung sandwich?” Napansin ko kasi na wala. Sabi niya, “Opo.” Sabi ko, “Bakit wala yung order namin?” Ang sagot sa akin is, “Naubusan po kasi kami.” WHAAAAT? Totoo ba itong narinig ko? So kelan nyo balak sabihin? Yung staff chill lang siya. Di siya apologetic. Ni walang replacement dun sa fries nor deduction sa price. Im not sure, but siguro yung sliced green apples na sing nipis nung papel ang kapalit ng fries.


Nakakaloka! Sobrang SUPER POOR CUSTOMER EXPERIENCE. As in ayoko nang bumalik. So disappointing. Actually, disappointing is an understatement.

We left the restaurant not looking at any of the staff sa sobrang inis. Parang lahat ng inorder namin naging dry at unappetizing dahil sa sobrang bad experience namin. Ito na yata ang pinaka poor service na naexperience ko sa buong Albay. I’m definitely not coming back and I am not recommending this place to any of my friends.

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