Jollibee – the Filipino chain of fast food restaurants that is expanding like crazy here in Malaysia. Opened their first branch in Sunway Pyramid a few months ago, and we were actually invited to participate in its grand launch. But, I declined because of my super busy schedule and I’m not a foodie type of guy who needs to eat at the latest, most hyped-up restaurants.
Then, they opened another branch in Pavillion Bukit Jalil – which is quite near where I stay. Since then, I frequented the place nearly every week or biweekly. Even our writer (who also happens to stay somewhat near me) always drags my antisocial butt to Jollibee for a good meal.
But yes, they did get my order wrong. 3 times, in fact.
I checked three times before making a report too. Fool me once, shame on you. Fool me twice, shame on me. Fool me thrice… well… I think I’m asking for it anyway. But I did make sure I’m not insane before taking action and getting everything fixed.
How I discovered this error
The Jollibee at Pavillion Bukit Jalil has those self-service kiosks to order and I always use them as I don’t have to talk to anyone, and I just tap on whatever I want on the touchscreen and make my order.
So, for the next 3 times I went to Jollibee, I ordered the exact same set meal – the “9 Nuggets + fries” combo.
Ordering it the first time
I remember that time very well. I went to Jollibee and I ordered the set meal called “9 Nuggets + fries”. I personally can’t eat spicy food because of my supremely low tolerance level for anything that’s hot – so I ordered the non-spicy nuggets.
Then I nonchalantly believed that it got my order right (why wouldn’t it?) and I took my food, went to my seat, and opened up the box – and it was a box of spicy nuggets. I thought hey, maybe I ordered the wrong thing.
Despite me not being able to handle spicy food, I still ate everything because I don’t want to waste food – and I also don’t want someone else to gobble up my mistake (which I didn’t know that it wasn’t my fault at that time).
Ordering it the second time
This time, I documented the things I pressed on the kiosk. I snapped pics of the things I pressed. I snapped pics of what comes up on the screen. I even snapped pics of the receipt that was printed out by the kiosk.
Turns out, I was an idiot. I didn’t realize that the image was showing the right thing, but the text was showing “9 Nuggets (spicy) + fries”. Even the receipt printed out as spicy.
“F**k”, I thought to myself.
Guess I’ll have to eat the spicy nuggets again.
Taking action
With the evidence at hand, I thought of multiple ways to bring this issue up to Jollibee. I thought of reporting this to the PR agency that sent us the invite to the grand launch of Jollibee at Sunway Pyramid, but I decided not to take this privileged path.
I want to go through what a typical consumer will go through. I looked at Jollibee Malaysia’s website, and there is a way to contact them. And that’s what I did.
I filled in the details and I waited for a reply. And I did get a reply too.
That means the issue is now in their attention. However, with this kind of reply, I was skeptical as it can mean two things – either that they are indeed going to launch an investigation to fix this issue or it’s just a typical reply to shut me up.
I did reply to them to provide a few more information and pictures – but I didn’t get a reply.
Is it fixed now?
This visit to Jollibee was a little anxious for me. Did Jollibee Malaysia fix that software programming error? Am I finally going to enjoy my non-spicy nuggets? The anxiety feels like I’m about to open up an envelope that has my examination results.
Turns out, yes. Jollibee fixed it. I finally got my “9 Nuggets + fries” and it tastes good. But victory tastes even better, knowing that I helped raise this issue to Jollibee and they fixed this issue really quickly.
I’m now a loyal customer.
As a funny side story though, when I ordered the correct non-spicy nuggets, the kiosk printed this receipt for me.
Hopefully, the “9 Nuggets + fries” set meal isn’t the cause of a catastrophic collapse of the entire system.
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