Antonio's Bibingka: And The Plot Thickens... Sort of?

Here's the update. Through the efforts of a friend who managed to get the number of the head office for Antonio's Bibingka, I finally got to talk to someone. Why she was given the number and I wasn't is probably obvious. Since it's immaterial, I won't talk about that anymore. But can I just say that it was a smart plan. Haha

She was given a mobile number and the name Lalaine. I called the number and asked if the one who answered was indeed Lalaine. Next thing I did was ask about their procedure for claiming or using vouchers purchased from Ensogo. She told me the same thing Arvin told me. You have to make a reservation prior to date of use. I asked her why when it isn't indicated in the voucher. She told me it's written in the voucher, the part about the merchant suggests to make a reservation 3 days prior to use. At this point, my thinking was, this line again?! Naturally, I told her the same thing I told Arvin. Suggested and required do not mean the same thing! (My goodness, even a grade schooler can differentiate the two!) What she answered next kind of surprised me. Apparently, she claims that they (the company) told Ensogo about their terms including the required reservation prior to use. That it was Ensogo's fault why that detail was left out from the terms and conditions of their deal. So I told her, if that's the case then the customers shouldn't be the one that get hassled because of the confusion. 

She then asked me when I plan to use my voucher. I told her, actually I have already used mine. But I'd just like to "report" an incident with their supervisor. I told her my story. To my disappointment, she did not seem to sympathize. All I got was an insincere apology. I also told her that I called the other number in the voucher to ask how I could get in touch with the head office about this issue. The name of the person that I got to talk to was Rhea. But she told me that they were not allowed to give customers any contact information. So I just asked her (Rhea) if it was possible to just relay to their office about what happened and could they contact me instead since she already has my mobile number. Judging from her reaction, or lack thereof, I concluded that no such thing happened. And she didn't say anything about that either. I clarified that I was not after anything. She just told me that she will call his attention and reprimand him.

In conclusion: I did not think that it was possible for me to get more disappointed than I already was. Silly of me to be so presumptuous! I don't think I was asking for too much either. A simple sincere apology would've sufficed. But I should've known from the start of the conversation with her that it wasn't going to happen. I also found doubtful her claim that it was Ensogo's fault for missing the important detail of the reservation. This isn't the first time that a deal similar to theirs was offered. I've seen that detail of requiring reservations on plenty of other deals. So perhaps the mistake was on their end and not on Ensogo's? 

I am somewhat familiar with the typical courtesies that someone from the service industry should be extending. And as a customer, I have my rights. Neither Arvin, nor Lalaine managed to convey that courtesy to me. While I can commend Rhea for she was the only one who seemed truly apologetic for what happened, I don't know if she really did what she said she'd do. At this point, I don't care anymore. In my opinion, I have done my part.

PS: If it weren't obvious enough, it would be a while (as in a long long time) before I patronize them again. Deal or no deal. :P

Antonio's Bibingka: Love the Bibingka; Hate the Service

As I have previously mentioned, I am one of the many who have benefited from the recent rise of the online groupon economy. Sometime in July, my sister purchased a deal from Ensogo for Antonio's Bibingka with branches in Fairview, Megamall and North Edsa. We've never tried it but we figured how bad could it be right? The deal was for 400 worth of GC applicable for food and drinks from your chosen branch. 

Fast forward to Sept. 17, 2012:

On our way home from the airport, we decided to pass by Megamall to use the voucher. We re-read the terms of the deal and found nothing indicating that a reservation was REQUIRED prior to using the voucher. As soon as we got there, we were told by the staff that we were not allowed to use the voucher because we had to reserve 3 days before we were to use it. I re-read the voucher for the 2nd time and found no such instruction. So I told the employee that it wasn't written in the voucher. She told us that, that was the advise given to them by their supervisor. Of course I checked the voucher for the 3rd time, part of the standard ensogo terms included this: Merchant suggests voucher holders to make reservations at least 3 days prior to redemption (boxed in red below). Now, I'm no English major, but in my understanding, suggested and required do not mean the same thing. 

So next thing we did was call the supervisor using the number that appeared on the voucher. It was answered immediately by a guy who I later found out was named Arvin. I asked him about the policy regarding the vouchers. He told me the same thing, we were required to make a reservation. So I told him that there was no such instruction or detail in the voucher about it. He kept on insisting it was the policy. He even told me "binago na nga po". I asked him then where they announced the said change, he couldn't answer me. I told him that it would be a hassle to have to come back when there was no clear instruction. His next retort is what started to get me going. 

A: Kasi po yung iba naman marunong umintindi. 

Now, I am known to sometimes have a short fuse. But in this instance, I doubt that I was being unreasonable when I felt insulted. So I answered: 

Me: So ibig mong sabihin hindi ako marunong umintindi? Eh wala nga sa voucher nyong nakalagay na REQUIRED magpa reserve, bakit ayaw mo ipa claim sa akin? Gusto mo pakita ko pa sa iyo yung voucher?!" 

A: Pano ko po makikita eh nasa cellphone tayo nag-uusap?

At this point, I was boiling mad. I wanted to hurl expletives at the guy. 

Me: So pilosopo ka pa ngayon?

A:  Kasi po naninigaw kayo.

Me: Pano ako di magagalit? Eh pabalang kang sumagot?! Ano bang pangalan mo? 

A: Sige po pwde nyo na gamitin yung voucher. Kausapin ko nalang yung tao.

Me: Anong pangalan mo? 

A: Arvin

I passed the phone to the girl and I'm assuming he told her to let us use our voucher. The girl then proceeded to take our order. My sister and I decided to split up as we both had other things to buy. She (my sister) told me later that the staff apologized to her and even told her there have been other complaints as well. But she had to follow orders. My goodness, buti pa sya marunong mag-sorry! 

As soon as we got home, I got to work. I wanted to make sure that such disrespect will not go unnoticed. I had asked the girl from the store for contact information for their head office, but she told me that she didn't  have it, they only had Arvin's number. I tried to find Antonio's Bibingka online but no such luck. No facebook account and no other information was offered in their voucher. All I could do was call the other number on the voucher. So I did. A girl answered this time, I relayed to her my experience and told her I want to get in touch with their boss about this matter. She offered an apology and told me she wasn't allowed to give out information. We talked for about more than 10 minutes with me telling her about my experience, and her telling me that it was wrong for Arvin to be so rude about it all. All she could do for me was supposedly relay it to their boss and also reprimand Arvin for his behavior, although in my opinion, I'm doubtful that will happen since she addressed him as Sir. I also requested her to pass on my number to their boss or whoever it is that I can talk to because I want to talk to them. I clarified that I am not after anything, not a freebie or for him to be fired. All I'm after is to make sure that such a thing doesn't happen again and that he be disciplined in some way. It's been almost a month since that conversation and I have not received a call or a text. 

Here's what I don't understand, they had available stock. It wasn't like in other types of establishments where they only keep a few on stock. They actually had plenty on stock and it was apparent that they could just make more should they run low. Another thing: in the first place, they should have stated clearly that they REQUIRED a 3-day reservation prior to using the voucher. One last thing: he is in the food/service business! Even if a customer has become irrational, he cannot make rude comments! I was on the right on this and I refuse to back down. If he cannot handle such matters, then he is obviously working for the wrong industry.

Oh, on a side note: The bibingkas were actually good. They were way better than Ferino's which for me used to be the best bibingka in town. But sadly, their quality has slowly deteriorated these past few years. :( It's just too bad that I had been met with such rudeness. 

PS: If anyone knows how I could contact Antonio's Bibingka, please let me know. Thanks!