A Night Ruined by Fireman Steamboat

Malay Mail Newspaper Today

A night ruined by Fireman Steamboat

REENA RAJ

Wednesday, September 23rd, 2009 02:21:00

MIU is disappointed with the Jaya One branch of Fireman Steamboat & BBQ Restaurant over her experience there recently.She made reservations for 20 persons at the restaurant for a birthday celebration on Aug 29, and requested four tatami tables, with one of them being the VIP table.“I made it clear that the first table should be the VIP table, and confirmed this with the restaurant manager numerous times before the event. However, one day before the event, I informed him that only 16 people would be attending, but I still wanted four tables,” she said. On the day of the function, MIU said, some of her guests arrived before her and she learnt from them that only two tatami tables had been reserved for her function.“I immediately called the manager, but he refused to give me an extra table I wanted, saying it is restaurant policy that a table must seat eight persons. I know for a fact that the table can seat six as comfortably, as I had dined at the outlet with friends a week earlier,” she said.

However, the manager insisted that two tatami tables would fit 16 guests, and it took some argument before he agreed to give her another table. But there was more shock for MIU when she reached the restaurant. She found that the VIP table she had reserved was given to another customer. “This was the second disappointment. I sent him SMSes, but he did not reply. After that incident, I received no follow-up or apology. I felt embarrassed bringing my guests there for a birthday dinner, which had to result in an argument, spoiling my night. “I paid for 20 diners that night, and even paid for jugs of drinks for my guests. I feel the service and treatment I received from Fireman Steamboat & BBQ was terrible and I deserve an apology for a ruined night and the way I was treated over the reservation,” MIU said.

● A FIREMAN Steamboat & BBQ Restaurant spokesman said the restaurant has applogised to MIU over the miscommunication that took place.

He said MIU had made reservations early, but changed the number of diners to 16 at the last minute and therefore the arrangments had to be amended. “It was a weekend, when our restaurant is always full. The tables in our restaurant are meant for eight persons and with only 16 of them, two tables are good enough. We need to accommodate a full house crowd,” he said, adding that the restaurant had also given the diners a complimentary round of drinks.

“We offered her an apology and complimentary drinks. I think the matter is settled,” he said.

-----------------------------------------------------------------------------------------------

I reiterate that there was no "apology+complimentary drinks" given to me to even consider the matter settled. The only complimentary drinks I have was under promotion as a everyday.com.my member and agreed upon during my purchase of 20pax vouchers to dine in this restaurant. This was BEFORE the matter happened and not AFTER. Infact I had to pay for 5 jugs of caring herbal tea, 2 ice water & 1 100plus for my guests that night. I also have more than 20 witnesses who agree with me that one tatami table cannot fit 8 pax. Here's a picture of the table, you tell me if this can fit 8 pax comfortably? How many hours for 8 pax to cook on this small griller?

I had REMINDED Mr. Lee on Everyday.com.my on my reservation

Seriously, I don't think my "last minute" changes would pose a problem since it was more of a reduction rather than showing up with more guest then I have confirmed. By all means if he gave me 3 tables to fit 16 pax I would be okay even if I wasn't informed of such "changes".

Also I had already asked Mr. Lee of Fireman Steamboat & BBQ whether on 29/8 (Saturday) I could reserved 4 tables. He said NO PROBLEM and I even reminded him again a day before the event that I'm coming. He should have called me but instead I had to fight for my guest on that night to be seated comfortably and he still insist that 16 pax can fit 2 tables & even told me that it was restaurant procedures to change customer's reservation without informing the customer <-- omg?

I am truly disappointed at Fireman Steamboat & Barbecue for such "statements" in an attempt to maintain their stand they're at not fault at all & added the twist of "apology & complimentary drinks" that settled the matter. Let the consumers be a judge of good customer service. No customers will complaint if they had receive a satisfactory response/service from any company/shop. Here's an article by Consumerist.Com on How to Apologize. My night at Fireman may be spoiled, but my quest for good customer service and consumer right will not just stop here! May the force be with you!