i have been using the online delivery service for quite sometime now. at first, the network glitches were evident: the slow response time and several errors occur when using the website. but the company has been improving the site and has even included an avatar that you can customize.but is the service really reliable?
this morning, i woke up before 6am and still feels tired after the game yesterday evening. having no energy to cook, i decided to take the short cut and order breakfast before i go home to laguna. to save on my cellphone bill, i again decided to order online through mcdonalds philippines' online delivery service through its website http://www.mcdelivery.com.ph
so i ordered a 2 pc pancake ala carte and a hamdesal with egg sandwich ala carte. my order was in their system at around 6:25am. after this, they usually call you to verify your order. while waiting for the call, i was checked my mails and played some online games. they called up around 6:57am, 30 minutes after the order was placed.
the call was the routine verification of your delivery details and your orders. then what struck me was when the girl on the other end of the call told me that i still have to wait for 45 minutes to 1 hour for my order. fast food order with total waiting time of 1hr and 15min to 1hr and 30mins? is that considered fast? the girl even said that my order entered their system onlyv at 6:56am.
so i called up their customer service hotline (mcdonald's customer service hotline is 863-5490). i told the girl who answered what happened. she confirmed that my order was placed at 6:25am. but she needs to call the agent on what happened and also the branch to expedite my order.
she called back after about 10minutes and told me that based on the system, my order came in their system at 6:56am, which contradicted her statement before that it was placed in their system at 6:25am. i asked her if their online system is reliable based on this instance, and she said yes. what? you mean this kind of poor service is reliable. so i asked her again several questions answerable by yes or no that would prove if their system is reliable or not. and at the end of the conversation, she agreed that the system was not reliable.
my order arrived at 7:42am, which is an hour and 17minutes after i placed an order. itb was worse than waiting in a fine dining restaurant.
is their system reliable? i would give it to you to judge. the website was launched for the customer's convenience and has been communicated through several tv commercials. but does it deliver the convenience needed? of course not. just hope you improve your delivery service and even more, your customer service.
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