Friday, May 22, 2009

Shogun at Sunway Pyramid

More of a share of the Shogun bad experience...

My siblings and I visited Shogun in Sunway Pyramid for the first time today. We called on Monday (18 May 2009) to make a reservation for 3 at 1pm for Friday (22 May 2009). However, upon reaching Shogun’s doorstep at 1pm today, we were told TODAY that our reservation was CHANGED to THURSDAY (21 May 2009)! 

The doorman in charge at that time, Gibson, insisted that they called us to confirm that the reservation was changed to Thursday. The only phone call we received was at 12.45pm today, but it was missed. We promptly called back several times for the next 15 minutes but there was either no answer, or was engaged.

We explained that we did not change our reservation for Friday at 1pm. Gibson insisted that we called to change and shortly after that raised his voice saying, “IT’S NOT MY FAULT!!”. He then told us to wait and walked away. When he returned, he pretended not to see us waiting and continued with what he was previously doing. 

Personally, I think that was very rude. 

We approached him again and asked to speak to the manager. He let out a grunt before going inside to call the supervisor, who then looked at the reservation list again, and told us that our reservation was only for 2, meaning if he were to admit us into the restaurant, he can only admit 2. We told him that it was impossible because we clearly made reservations for 3, and told him to check our reservation number which was W14. The supervisor checked the list again and pointed to a column on the list which stated 2pax. Dissatisfied, we cross-referenced that column with the name and phone number recorded and found that it was a reservation under the same name, but different contact number. Even though they had clearly made a mistake, both the supervisor and Gibson did not apologize and asked for our reservation number again. After checking the list again, the right record for our reservation but then said that we did not show up at 12.30 pm, so they gave our table away. But we clearly made a reservation for 3 at 1 pm. Why was it written as 12.30 pm?  We insisted that the supervisor check with the person who was in charge of taking reservations on Monday, but they refused and said that it was a miscommunication. Gibson then proceeded to tell us that we would have to wait for our table. 

That defeats the whole purpose of making reservation, doesn’t it?

We were only seated after half an hour and we did not even get a word of apology from them at all! It was obviously an internal management error, so shouldn’t they at least apologize?

Before we left, we approached Gibson (we didn’t know his name then) to ask for his name and politely told him that he was very rude to us. He refused to give us his name, and instead he raised his voice again saying, “You all started it first!”. Pardon me, but the last time I checked, restaurant staff are supposed to be well mannered and polite, not this rude! He insisted on not giving us his name, and then turned around to ignore us. We proceeded to ask the other cashier behind the counter, but she too refused to give us his name.

Evidently, the management of Shogun Pyramid does not highly prioritize customers’ satisfaction based on this particular episode. Initially, a simple apology would suffice. However, given that the fact that my siblings and myself were at the receiving end of a ruder treatment, I made a point to personally lodge a direct complain against the staff in Shogun Pyramid.

My friends and I are frequent customers to various Japanese buffets. This is the first time we decided to give Shogun a try, and after such treatment, it just left us with a bitter aftertaste, and full of disappointment. We would definitely not give Shogun a visit anymore, and we would also spread the word around about the horrible customers service that we were given.

1 comment:

Timo said...

man...cannot tahan people like this..
yes! lodge an official complaint letter!