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“On Saturday evening, around 5.15pm, we (two of us)...”

written by on 19/12/2010

On Saturday evening, around 5.15pm, we (two of us) went to Wagamama Westfield branch and we found ourselves in an unsatisfied situation due to some factors:



1. We noticed that there were plenty of vacant seats suitable for two, yet we and some other customers were made to stand in a queue.



2. Once we had the seat and ready to purchase order, we called upon a staff in grey shirt and she told us that she will send our waiter to take the order. After waiting for about 5-7 minutes, we called upon that staff again to ask where the waiter is and she responded in a rather RUDE manner saying that "the waiter will come when you are ready to order", I responded that we are ready and we have been waiting for the waiter you told us to send. We were surprised when she replied by saying that it was not her job to take order and added "as you can see, I'm just preparing the tables."



3. After being treated in such a way, we decided to leave with major disapointment without ordering anything and instead go to Busaba, which we believe has much better service.



SUGGESTION:



1. In services business, it is important to remember that the customer's satisfaction is always number 1 and clearly, in this case, Wagamama Westfield had failed to meet such condition.



2. Should Wagamama promotes itself as a contemporary Asian restaurant, I strongly suggest to incorporate more an understanding of the Asian way of serving beyond the Asian taste. We are from Indonesia so we really know how the general Asian way of serving.



3. Having this unpleasant experience in mind, Wagamama gives us a traumatic memory of how the service is INCREDIBLY RUDE and IMPOLITE, in addition to UNSATISFYING. Therefore, it is only logical to not recommending to any of our guests or friends to dine at Wagamama.