I have been an avid fan of City Delivery, a service that’s been allowing me to order from restaurants other than the usual fast food joints. I’ve been ordering from them for so long, I even remember back when there was no text hotline yet and when online ordering was much simpler — I’m not a fan of their complicated new website. As a woman with little to no cooking skills, I was happy to pay a little extra to have good food delivered to my doorstep. Lately though, I’ve been losing my patience with City Delivery and today is the day I give up on it out of principle.
Jim and I are homebodies and our date nights are usually spent watching movies at his place. Most nights he cooks for me (I prepare the rice haha) but about once a week we order from City Delivery. Yup, ONCE A WEEK. There was even a time I used to actually order from City Delivery for food that was available in the mall right across my condo just because I was on a writing spree and couldn’t be bothered to cross the street. So there you have it, I am not exaggerating when I say I have been a dream customer: lazy and hungry.
Just so you know I’ve tried ordering from so many restaurants already but for the past year and a half Jim and I have been ordering from either Omakase or Cibo. So last Sunday night when I was feeling a bit feverish, Jim advised me not to go to his or my family dinner and take a nap in his place instead. When I woke up from my nap I was feeling much better but hungry so I did my routine text to City Delivery.
I use his name when ordering from his place. The blacked out info is his address FYI:
Okay, it’s embarrassing that I ordered pasta AND a panini but I only did it to reach the minimum amount, K?! I was going to keep the sandwich for lunch the following day. Just saying!! Haha. Anyway, as you can see it took them 20 minutes to reply. This is bothersome since delivery time with City Delivery usually takes an hour and a half. This is all so strange to me because back when things were much simpler, they didn’t even need to call me to confirm anymore. I asked them about that over a year ago and they said “when you are a loyal customer we no longer need to confirm your order!” Lately they’ve been calling me to confirm but it’s not a big deal since I just have to say OKAY to everything. The reason why I used to love their text line is because I don’t enjoy talking to strangers over the phone and since I place orders so often, I literally copy paste my text to them.
Tonight, Jim and I just came home from a tiring weekend trip to Tagaytay so we wanted to do our usual movie & dinner date! I ordered way early at 4PM. As you can see from the exchange below, I sent them a text an hour after placing my order. Don’t be deceived by their reply, they didn’t send that until after another 30 minutes when I was on the phone complaining to their hot line (landline).
Hindi ko alam kung bakit hindi nanaman nila matawagan yung phone ko eh nanonood lang naman ako ng UAAP game on TV habang nagchcharge yung phone ko sa tabi ko. The girl from the hotline told me my order was on hold because they couldn’t reach my phone. I was so shocked that I wouldn’t have known my food wasn’t coming had I not called them. While I was on their hot line, their reply to my text came in. The girl on the phone said that she would tell the agent in charge of the text line to call me right away. I waited for 5 minutes but no call came. I finally called their text line (it’s not usually allowed) and a girl named CJ answered and she was apologizing. I asked why they didn’t just text me if they couldn’t reach my phone and she couldn’t explain she just kept saying “sorry for the inconvenience.” I asked her what was going to happen now and she asked me if I was confirming my order so they can finally process it already. Naloka talaga ako — an hour and a half to confirm and process my order. That meant I was going to wait another hour and a half for my order to arrive. I doubt they were dialing my number on repeat the whole time. They probably called, it was busy (again, my line was open and phone was working correctly) and they forgot about me.
Fast food restaurants usually try to appease their customer when they are a few minutes late by giving the food for free or giving a discount coupon. My order was going to take a total of 3 hours and they expected me to just take their incompetence. I couldn’t believe it talaga, I even told the girl to ask her manager if they couldn’t do anything to keep me happy not because I’m a celebrity (they think my name’s Jim Bacarro) but because I’m a LOYAL customer. What’s one free meal to keep a regular weekly customer happy, diba? Nope, wala talaga. I told her I was never going to order from them again.
You guys know I don’t like to rant about anything here on my perfectly happy blog but this just made me feel very small and dispensable. I hope by putting this out there, other businesses will learn to improve their customer relations. I’ve only said I wouldn’t ever go back to a restaurant once before when Sand Bar in Boracay charged us for a glass of scotch that never came and when we corrected them, they argued pa and demanded that we pay. Like I would try to get out of a 150-peso glass of scotch just for the sake of tricking someone. Of course we paid for it because ayoko mag skandalo doon noh but I declared I would NEVER go back there again. I don’t think I ever tweeted about that, it happened like 3 years ago – just to let you know I’m not in the business of ranting online. Well, it was my first and last time there so it’s not like I miss it.
But this is something I will probably miss so to help me keep my word and never order from City Delivery again, maybe you can give me alternatives? Thanks!<3