Last Wednesday, I went to Swensen’s in Jurong Point (located in the B1 floor of the new Jurong Point 2 shopping mall) to have dinner with my wife and daughter. As usual, the queue is long, which is the norm since Jurong Point is one of the busiest shopping malls in west Singapore. I ordered an Arabiatta Penne while my wife and daughter ordered other dishes in the menu.
I noticed that the restaurant was understaffed, it was full house but only a handful of staff were servicing the customers. My problem started when my Arabiatta Penne never reached our table, even after my wife and daughter have already finished their meals! And it was very difficult to call the staff, we had to raise our hands several times just to get their attention.
Finally I managed to get a staff to attend to us, and I informed her that my Arabiatta Penne was not served yet. She then went back to the kitchen to check, and after another 10-15 minutes of wait, then my Arabiatta Penne arrived.
Another problem surfaced when we wanted to pay for the bill. Again, it was very difficult to get the staff’s attention for us to request for the bill. After more than 5 minutes without avail to get their attention, then I took the initiative to go to the cashier directly to settle the bill. When I arrived at the cashier, the lady was attending to another customer so I waited patiently until my turn to be served.
Another customer, a lady, came to the cashier, stood right next to me and immediately told the cashier her table number, and the cashier processed her bill and served her first. I was very irritated but still waiting patiently, presuming that the cashier would processed my bill after processing the lady’s bill.
And, guess what, the cashier simply ignored me and attended another lady, who stood on my left. I was angry so I decided to walk back to my table. The cashier seemed to notice my anger and she informed her manager, who then came to the table. I simply informed the manager that I wanted the bill, and then she processed the bill and I left the restaurant.
That’s it? No. Several steps after leaving the restaurant, I examined the bill and noticed that they have double-charged the Arabiatta Penne, it was listed as two instead of one. What the f*ck??? It seems that when I informed the staff that my Arabiatta Penne was not yet arrived, the staff thought that I wanted to order another Arabiatta Penne!
I went back to the cashier and asked them to fix this. At the same time, the manager and the cashier were both there so I informed the manager about the earlier incident. And the cashier still wanted to defend herself, saying that the lady on my left was actually coming first, so she had to attend her first. Then what about the lady on my right, which definitely arrived in the cashier later than me? Why the cashier attended to her first?
I didn’t want to argue further, so I just tried to keep myself calm and let them process the refund. They said they can only refund by cash, which is OK with me. After getting the money, then I just left.
And I will never visit this Swensen’s outlet again. At least, until they fix the queue management issue on their cashier, and until they hire more staff for the outlet.