I hardly post on LJ.

My real blog is somewhere else.

whateverpeppersays.blogspot.com.

Anyone who knows me KNOWS just how much I LOVE Starbucks. It's seen me through my life's mind-boggling stages. I've ALWAYS loved it because of the customer service, and the friendly atmosphere.

ONE experience disappointed me... TERRIBLY.
Okay, let's say that this 'barista' cannot really REPRESENT her company as she should. BUT the way the company handled my complaint was very DISAPPOINTING. I didn't expect this from a company that speaks of EXCELLENCE.

After all this, ALL I got was a SORRY email??? A week later? And a text message from the district manager? That's IT???
This was how they treated their LOYAL customers?

DISAPPOINTING.

I'm not posting this for ANYONE to boycott them or what-not (I still go there everyday - MAYBE I should stop?), I just want people to know that this is how this highly esteemed company handled my complaint.

*********************
June 22, 2007

Customer Service Department
Rustans Coffee Corporation
3/F Urban Building
405 Sen. Gil Puyat Avenue, Makati City

Dear Sir/Madam,

Greetings!

I am writing this letter as an avid customer of Starbucks ever since you opened your first branch at Ayala 6750. I grew up with Starbucks, as it saw me through my college days at the Katipunan branch, medical school at Rob Place Manila branch, medical boards at the Makati branches, overseas licensure exams at the Greenhills branches. I have tried ALL the other coffeeshops for different reasons, especially when the prices were getting more expensive, but after all that, I still kept coming back to my friendly neighborhood Starbucks. I get my caffeine fix almost everyday, and I have become personal friends with some of your baristas through time, especially the ones at the Greenhills West (iBank) branch which closed down last year.

I have been a faithful customer mainly because of the service your company stands for. Having known a lot of your 'partners' personally, I know that training entails them to be FRIENDLY and accommodating. It is part of your company's international standards and commandments, so this has been something I have always loved about going to a Starbucks branch.

Because of this, I was irked by an incident I experienced earlier today at your Galleria branch. These days, I usually frequent your branches at Silver City and at Chili's in Greenhills. I ordered a drink I have been ordering since time immemorial, SKIM LATTE with WHITE MOCHA syrup. Call it redundant, but I find its taste just right, in comparison to your WHITE CHOCOLATE MOCHA (which was too sweet at times). I know that the composition is quite similar, but it is not my problem as a customer to analyze that. The Latte makes me happy, and that is what I should get. I was there at your Galleria branch today, June 22, Friday at around 1653 (as it says on the receipt), and I was dealt with by this partner named ****. She was tall and thin, in a ponytail, Chinese looking. There were two other partners, a thin guy and this petite girl. In the first place, there was a problem with the line. There were three of them and they couldn't seem to figure out who should man the cashier. They were all running around, and the store wasn't even FULL to begin with. The guy partner told me, "Miss, dun po yung pila," and he did not even address me as a Ma'am. So I went my way and waited for them to finish with the customer. When it was my turn, this **** takes my order. I wanted a TALL LATTE with WHITE MOCHA syrup. She corrected me and figured that I wanted a White MOCHA. I repeatedly emphasized my order, and she said there was no such thing. I told her that I have been ordering that said drink ever since. She tries arguing with me, but I was already getting irritated at that point. It was 5 in the afternoon, and I wanted MY cup of coffee. She wanted to look for the MOD and apparently, this girl went out. I was already asking for my money back, and telling her that if she did not want to make my drink, it was fine with me. She even as much as 'quizzed' me as to how many pumps of syrup the partners usually placed, and I said two. After a few minutes (I was not smiling and I wanted to LEAVE at this point), I told her to just give me my money back if she would not allow my drink. She eventually said that it was fine. And then asking me which branches I ordered this drink from, to which I answered, "Greenhills." That was it. She never even apologized for the inconvenience she caused and she never made excuses for her actions. She didn't even sound apologetic. She made me sound like I was stupid and I didn't know what I was talking about.

I cannot excuse this behavior. I do not really care about the differences between a latte with white mocha syrup, and the white chocolate mocha. That isn't my problem. I do not even care if it's the same thing. That's not for me to know. **** does not know the meaning of customer service. She does not even have the qualities of a partner to begin with. I have encountered a whole of lot baristas in my life since I am there almost 5 times a week. I have never experienced dealing with someone like her in ANY Starbucks branch, even abroad. And this incident saddened me.

I have always been a strong advocate of your store. In fact, I will still be a loyal customer. I have written this complaint because I want you to take action regarding this matter. People like this do not deserve to carry your store's name. She gives all the other partners a bad name.

I am looking forward to a response and an action as soon as possible. I trust that your company upholds its international and local standards of excellence, with no excuses.

You can reach me at 0**********, or email me at this address. I have attached a copy of the OR # 00620098, Her ID was ****.

Thank you very much.



Sincerely,

(signed)
Philline Peppermint David Tanchi, MD

*******

THIS WAS ALL THEY HAD TO SAY??


Greetings!


Thank you for taking the time to share your feedback with us. We are very sorry to hear about your experience at Starbucks Galleria.

Providing prompt and professional customer service is our priority, so your comments are of great concern to us. To address this incident, I have already relayed your feedback to the District Manager in charge of Starbucks Galleria so that she may take appropriate action and ensure that this does not happen again.

We sincerely appreciate your bringing this matter to our attention and giving us the opportunity to address your concerns. We hope you continue to let us know how we are doing as it helps us improve on the quality of our products and customer service. Please feel free to send me another e-mail at this address or at kpuno@rustancoffee.com should you have any more comments or inquiries regarding our stores.


Very truly yours,



*********

Operations Services Specialist
Rustan Coffee Corporation



DISAPPOINTING. Tsk tsk.

my wish?

SECRET :)

ME!!  Hehe.  Kidding. 


Strange BUT true.

Who's getting married? 

2007 MUST be the year of marriages.  And I'm not even talking about my fellow doctors who have tied the knot and are settling down in the US to start residency soon. 

I'm talking about our family.  My cousins.

We have 6 marriages within the family this year.  Four from the Tanchis' side, Two from the Davids' side.

One took place last March -- my cousin Iris (David) exchanged vows with TJ in Alabang.

And that seems to be the only wedding I'll be capable of attending, coz everyone else will have their ceremonies abroad.  Funny huh?

June - Peter Tanchi (and Jennifer) - Arizona
June - Candy Tanchi (and Jeff) - California
July - Ryan Tanchi Uy (and Stephanie) - Vancouver and Singapore
August - Aya David Perez (and someone I've never met) - California
September - Jennifer Tanchi Uy (and Jeff) - Vancouver

Just to show you how un-superstitious and un-traditional the TANCHI family is, Peter and Candy are siblings, and Ryan and Jennifer are siblings too..

SO many weddings.  No moolah to fly out for the ceremonies.  Argh.

Lately, weddings have left me sentimental, and have made me dream about my own wedding too.  Hehe.    (Pero MATAGAL PA.. )

I guess I'm just getting older. 

We're also attending baby showers, child baptisms and dedications too.. And now, we're actually friends with the parents, and not attending as 'kids.'

Sigh.  Ang tanda ko na. 

The year I get married, I want to be the only one in the family then.  Selfish 'no? Haha.

I don't know why I maintain 4 blogs...  Hehe.

Life has been well. I'm feeling so much better. 

After that trip with the whole family (the last time we went on a trip together was in 2003, for Christmas.  I miss the times we'd spend summers abroad...)

After a month down with hepatitis A...

After a month of being UNDER house arrest.  (seriously, I couldn't even go out of the house)...

After a month when all I'd do was watch TV the whole day.  Coz I couldn't even stay online for more than an hour...

After a month of NOT eating anything oily... and taking sweets and juice all the time...

After NOT being able to do any shopping...

After NOT being able to work...

I'm finally BETTER.  I don't think I've FULLY recovered yet.  BUT thank God I didn't have to be admitted.  I actually diagnosed, and treated my own disease.  Hehe.

Happy birthday to my very BEST friend.  Happy birthday to my Stelly.

You're finally 9 days older than me :)

It's about time we took a trip out of the country together again after so many years....

What did we do there?   WALK a LOT... and EAT!!!

Stupid me.

I took coffee at around 5pm yesterday (after almost 3 weeks of no coffee)...  and I forgot about my insomnia.

So I finally fell asleep at 3am?  I must be WELL already...  coz that was how I was before.

Walking around Greenhills yesterday though got me so impatient, and fatigued immediately.  I only lasted a good 30 minutes.  And it wasn't even worth it.  

Negative vibes huh?

The Pirates will still be elusive.  Maybe next week pa...

I said I wouldn't do it.

But I did anyway.

Here's what being a BUM can do to you.

I'm starting YET another space on cyberspace.

THIS will be the simplest.  PROMISE. :)

Didn't get to watch Pirates today.  After being home sick for 12days straight, I finally had the energy to go out...  BUT just as fate would have it, Stel was on DUTY, and it rained like crazy.  Sigh.  That was SOOO annoying.

We enjoyed an early dinner.  AND just waited the rain out in the callroom.

TALK about bad luck.  Why did it have to rain that bad TODAY? 

Para namang hindi pa ako nasanay.