Gigi T.
Yelp
I recently experienced a deeply discouraging incident at your restaurant that is supposed to pride itself on inclusivity and racial diversity.
I visited my local JolliBee, which I had always regarded as my go-to spot due to its proximity and consistently excellent service. I ordered a three-piece meal with mashed potatoes and a mango peach pie. However, my recent experience was far from satisfactory.
After a short drive home, about 7 to 8 minutes, I was shocked to find my hand covered in gravy when I went to unpack my meal. The gravy container had not been sealed properly, resulting in a spill that ruined my entire order. I promptly called the restaurant and spoke to a supervisor who offered to replace my meal if I returned.
I explained that I was inconvenienced due to a staff oversight and requested a reimbursement, as well as meal replacement as I believe this is a standard practice in the restaurant industry.
As a 100% disabled female veteran who served in the army for over 23 years, I am not looking for a handout; I just wanted fair treatment for the inconvenience I faced. Unfortunately, the supervisor outright refused my request stating "one or the other".
After rearranging my schedule and getting my furniture delivered, I returned to the restaurant around 6:15 PM. I went through the drive-thru and explained my situation twice. An employee, possibly named Kein, asked for my receipt. I told him it was in the bag, soaked in gravy. He insisted that without a receipt, he couldn't assist me. The entire order was still in the bag, and I was merely trying to replace the meal that had been ruined.
Next, a female supervisor came over, echoing the same policy and asking me to search for the receipt in the gravy-filled bag. I refused to dig through the mess, especially since I was in the drive-thru with no way to clean my hands. She then asked me to pull around to the front, adding to my frustration as I had already spent over several minutes trying to get a replacement for my meal.
When they came to my car after a lengthy wait, I was on the verge of tears, battling PTSD, depression, and anxiety. The employee translated to the supervisor and they both continued to relay the policy back and forth, emphasizing that without a receipt, there could be no refund or replacement. I questioned how they thought I had gotten the meal in the first place, asserting that it was clearly their order that had spilled.
When I asked the manager for her name, she hesitated and questioned why I wanted it. I found her reluctance suspicious. I couldn't shake the feeling that my treatment was influenced by my race. As a military veteran, I have worked alongside many remarkable Filipinos in direct patient healthcare, and I have deep ties to the Filipino community.
I run a nonprofit supporting Asian Pacific Islander female veterans
OUTDOORNISTA.ORB
and manage a Facebook page with over 134,000 veterans in the U.S.
https://www.facebook.com/share/g/8c8i5LwjnerAkbgx/?mibextid=wwXIfr
I refrained from sharing my experience there and with you until now as I was so upset. I am hoping to provide the restaurant an opportunity to address this situation directly.
I believe in the values of inclusion and diversity, yet my recent experience at your establishment was disheartening.
As a 60-year-old black woman, I am saddened to have been treated this way.
I only gave this restaurant a one because I had to.
I look forward to your response.