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Awful Yellow Cab Experience

Tuesday, February 19, 2013

My co-worker T recently got a promotion and as is the tradition in our division, she treated us, her division mates to merienda. When we have birthdays, promotions and other celebrations in our division, treats are usually for merienda instead of lunch or dinner. Don't let "merienda" deceive you though. These are really heavy merienda that we prepare for by eating very light lunches and no more dinner after.

Anyway, T had her merienda blowout last Valentine's Day. Because she had meetings throughout the day, she asked if I could help her with ordering which I gladly did. On the menu were:

Mixed Kebabs from Shawarma Center in UN Ave., Manila (P1350/kilo). This includes mixed beef, fish, lamb and chicken kebabs, Arabic bread, hummous, motabal, yogurt garlic sauce, hot sauce and vegetables. One kilo could easily feed 6 people as the bread was thick and very filling.

 photo shawarma_zpscff3a5a5.jpg

Spaghetti for 20 (P850), Pancit Malabon for 20 (P750), Barbecue P20 per stick and Pichi Pichi with Cheese (P220 per 40 pcs.) all from Amber's.

 photo ambers_zpsbb6a91c7.jpg

Pizza from Yellow Cab (Garden Special, Manhattan Meatlovers and Dear Darla). This was supposed to be Shakey's (my favorite Pizza restaurant but at the last minute, T said why not make it Yellow Cab this time for a change.

I ordered the Shawarma at around 9am, while I ordered from Amber's at 10 am. I ordered the Pizza from Yellow Cab delivery 789-9999 at 1:30pm because it was very close, just a few blocks away. The Shawarma arrived first, before 3pm, all the way from UN Avenue. Next was Amber's at exactly 3:15 from Edsa in Mandaluyong. As it was only 15 minutes to 3:30 (merienda time), we decided to wait at the lobby for the Yellow Cab pizza since we were tired of going up and down to pick up the food. At 3:40pm we got tired of waiting and decided to go up to follow up, leaving one co-worker at the lobby in case it arrived after we left. 

I called up Yellow Cab's delivery number 789-9999 to follow up. I was put on hold for a long time and then told that they will call the branch designated to deliver and call me back. I was impatient since we had told everyone to come at 3:30pm. The guests were already there. I asked which Yellow Cab branch it was (Yellow Cab, Emerald Ave. in Ortigas) and got the number to call the branch myself. The phone just rang and rang and rang. It was already 3:50. I called the call center again and was put on hold again. By that time I was getting frustrated and threatened to cancel the order. I would have too but the celebrant T said no, let me talk to them. I passed the phone on to her glad to be done with it. She got put on hold, passed around, put on hold, it was verrrry frustrating. 

Finally, the call center supervisor said the rider had left the branch at 3:50pm. What?! I ordered at 1:30 asking delivery at 3:30. They had a lot of time. Clearly they forgot or misplaced our order. What was infuriating were the excuses they made and the fact that they kept passing us around with no one knowing what was happening. It was clearly their fault and was very badly handled. There was no attempt at minimizing damage or making up to the client. They just kept on saying we will update you which will do what to the hungry guests waiting for the pizza?  The pizza finally arrived at 4:40pm but all they would give us was a 20% discount.

 photo yellowcab_zps09b53b45.jpg

I don't know what T is going to do. She was boiling mad. She got the branch manager's name, the call center supervisor's name and the rider. For myself, I'm never ordering from Yellow Cab again, especially Yellow Cab, Emerald Avenue. Loyal Shakey's customer forever.

It could be an isolated incident because previous experience were on time but they were from Yellow Cab, St. Francis Square. It must be the Yellow Cab, Emerald Avenue Branch that had horrible service but I also blame the call center for passing our order to Emerald Avenue when St. Francis Square was meters away from our office.

We ended up taking home most of the pizza because by that time, some guests had left and the others were full.


kat February 19, 2013 at 4:33 AM  

Hope it did not dampen your celebration. Congrats to your officemate!

Louise | Mommy Practicality February 19, 2013 at 6:58 AM  

Since you mentioned it was Valentine's day, I think that's one of the major reasons why it arrived late. We also had pizzas delivered to our office but they already informed us ahead that it will arrive an hour and a half late because of the bulk of orders they were getting due to Valentines. :)

Olga February 19, 2013 at 7:42 AM  

Awww... must have had a mix up between the call center and the branch. I love Yellow Cab but only because of Dear Darla. We've never had any problem with their delivery though.

reese February 19, 2013 at 5:55 PM  

awww, such an awful service
i'm a shakey's and pizza hut girl

Vera February 19, 2013 at 10:23 PM  

I haven't had a bad experience with Yellow Cab specifically but quite a number of horrible calls with food delivery services. Nakakafrustrate sya. Kasi kami, we work in the customer service industry din, BPO nga lang, but we live and breathe customer satisfaction. Sad na maganda ang impressions sa atin ng ibang bansa pero yung sarili nating mga call centers hindi maayos. sana ihire na lang nila kami. haha :)

Kristine February 19, 2013 at 11:13 PM  

It truly tested your patience sis. I hope they have learned their lesson in not making their customers wait that long and be responsible for the orders that come to them.

Tin February 19, 2013 at 11:44 PM  

Not a shining moment from YC. Tsktsk

Maan February 19, 2013 at 11:50 PM  

Ay, bad! But we never had trouble ordering in from Yellow Cab here, so the management of that branch could be the problem. Sana binigay na lang yung pizzas for free!

Jellybelly,  February 20, 2013 at 6:31 AM  

i think its the emerald ave branch. our previous orders were always from st francis square branch at okay naman.

Jellybelly,  February 20, 2013 at 6:34 AM  

frustrating na wala pa din kwenta ang customer service sa bansa natin although so happy with shakeys. kahit nagpbalik balik yung nag deliver one time basta nabigay yung hinihingi ng customer ginawa na.

Jellybelly,  February 20, 2013 at 6:37 AM  

me too shakeys forever :)

Jellybelly,  February 20, 2013 at 6:40 AM  

they dont have an excuse because i ordered two hours early. okay na din if they just said sorry and offered pa konsuelo pero wala e. yung 20% discount hindi dun nabigay dahil itatawag pa ng rider to verify. so never mind the discount pero never will i order or eat at yellow cab again.

Jellybelly,  February 20, 2013 at 6:45 AM  

thanks. it was a letdown kasi busog na when the pizza came and some have already left. i hardly ate bec i left exactly to pick up my daughter.

Lady Anne February 20, 2013 at 11:22 AM  

That's too bad! Late food delivery can really spoil a party!

Pinay Ricamora February 20, 2013 at 5:35 PM  

When I read the title, I thought it was an awful taxi experience (LOL)! Late deliveries are really frustrating!

Daddy Allan February 20, 2013 at 6:50 PM  

that was really awful. I think pizza hut ans shakey's are faster and they are offering free pizza if they are late. Though I want to try dining at yellow cab again.

Mommy Maye February 20, 2013 at 7:41 PM  

Oh that's really a bad service. Syempre everyone is craving fro pizza na that time. They don't have policy like Pizza Hut and Shakey's na libre na un pizza pag di dumating on time. Hehe.

Mommy Maye

January February 20, 2013 at 9:09 PM  

awful service nga..buti na lang maraming food aside sa pizza if not, naku! nakakainit ng ulo hindi lang sa serbisyo pati sa gutom hehehe.. :)

Rosemarie/Gven-Rose February 21, 2013 at 4:25 PM  

that is such a bummer.. i hope the celebration still went well..

Growing Up With Bea February 21, 2013 at 4:47 PM  

Sayang naman, I really like their pizza but even their in-store service is really slow. Too bad it caused such a hassle on a happy occasion.

Rizza February 21, 2013 at 7:33 PM  

I haven't tried their delivery service. Hmm.. Now I won't. I like their pizza, though. Better go to their stores for a piece of YC Pizza.

Marie February 21, 2013 at 11:02 PM  

Remember that scene in Spiderman 2? Peter Parker was late, for just a minute, and the pizza is on the company na. Dapat ganyan din Yellow Cab. Should have been free instead of the twenty percent discount

Jellybelly,  February 22, 2013 at 3:04 AM  

It might have just been that particular branch, Emerald Avenue. The St. Francis Square branch delivers early.

Jellybelly,  February 22, 2013 at 3:05 AM  

I like their Dear Darla :) but for pizza I always order Shakeys :)

Jellybelly,  February 22, 2013 at 3:07 AM  

Yup. Dapat free like Shakey's and Pizza Hut. Oh well.

Jemm February 22, 2013 at 5:31 AM  

I've never had a bad experience with Yellowcab so far, but this is awful. They should realize that poorly handling such situations could lead to bad publicity. @@

Oh, and if you're interested in exchanging links and following each other on GFC, please let me know through my blog. :)


bex,  February 22, 2013 at 6:55 AM  

Free na yan dapat. Like argue to the max. Get the pizza and refuse to pay. I did that to North Park. They know very well its their fault.

Linnor February 22, 2013 at 8:57 PM  

oh no... thanks for sharing your experience! i should note that when thinking of food delivery service. despite the situation, i'm glad you kept your cool. :)

Dominique Goh February 22, 2013 at 9:44 PM  

That's really bad customer service. I'm sure more people will not order from them anymore. Congrads on your office worker's promotion.

Aileen February 22, 2013 at 10:30 PM  

Amber's! That's the only pancit malabon na hindi ako nasusuya but I had to control myself from eating that because I would burst hahaha! And their pichi-pichi is to die for (yaiks all carbs).

Wow that Yellow Cab branch is very terrible with customer service. I hate it when they pass you around like that. If I were in your friend's place, and was told the delivery boy just left at that time you called, I would have cancelled to teach them a lesson. You can always reject the delivery, let them eat their pizza. Of course, that's just me. I have very short patience for that kind of service kasi.

ehms baquirin February 23, 2013 at 12:13 AM  

I never actually like yellow cab pizza. their pizza are too oily.

Jellybelly,  February 24, 2013 at 12:51 AM  

Sana pala you talked to them expert ka sa ganyan but you were in hk :)

Jellybelly,  February 24, 2013 at 12:53 AM  

l would have cancelled talaga but she was afraid her guests would be bitin with the food. i love ambers. di ako nagsasawa sa pichi pichi and pancit malabon nila :-)

Farida February 24, 2013 at 9:42 AM  

That was a long wait! I hope the staff apologized for the delay. Btw, we love amber too. We ordered packed food for my uncle's wake last year and everything tasted good.

Tondo Girl February 24, 2013 at 10:56 AM  

same thing happened to me... (dubai scenario) - i called KFC Arabia's call center at 10.30 asking for a bucket meal delivery for our lunch at 1.30. the ending i canceled the order because the delivery man was just about to deliver at 2.50 PM. just so annoying because the driver even banged the phone on me when I told him that I am canceling my order.

Jellybelly,  February 24, 2013 at 9:48 PM  

Grabe naman. Pareho tayo suoer frustrating lalo na sa mga gutom!

ElizOF February 25, 2013 at 4:30 PM  

How terrible of them... I don't like poor service and I think it is important to tell the customer the truth. :-(
But at least the other stuff arrived on time.

Sanna February 25, 2013 at 6:57 PM  

The order should have been free! Super late eh.

Meikah Ybanez-Delid February 26, 2013 at 7:02 AM  

Tsk tsk... sorry to hear about this incident with Yellow Cab. They better shape up or else customers will stop patronizing them.

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