Crowne Plaza Kuwait's ieatonline.com — Asst. Delivery Manager's Misconduct
Copy of email I sent to the Management of the company:
I would like to bring to your attention my complaint regarding the misconduct of your Assistant Delivery Manager (he did not have the guts to mention his name, but his mobile number is [protected]).
... I used the coupons ieatonline to avail of the home delivery service and to try out the great foods of Crowne Plaza which we have not tried before. The first time I used it was last Saturday, and when I tried it online, I saw the ad about the Privilege Club, so I inquired about it and was able to talk to Ms. Rowena who was grateful to give me all the info and we immediately paid for it yesterday, under my husband's name. But now, after what happened last night, I totally regret encouraging my husband to be a privilege club member.
The situation was last night when I ordered from ieatonline two burgers from "Rib Eye Steak House" at 6pm. I consistently checked with the online customer service agent "Mohamed" what time the order would be delivered, almost every hour from 7:30pm. And he would say "your order is on the way mum" (misspelling of Ma'am was his actual mistake). And finally, at around 10:30pm, I told him that I am about to sleep now but I still don't have the food with me. He took my order number (as usual) and said that all the orders to be delivered were taken out from the hotel "allready" (again misspelled by him) and that driver is already on the way. Then he told me to answer the phone because his manager was calling me. So I answered it, and the "Manager" on the phone shouted at me saying that he already delivered to our house but I did not ask for that specific order that I was waiting for (at least that's what I understood from him, though it was not clear because the shouting bothered me) and he said two times "IT IS NOT YOUR F_ _ _ ING BUSINESS", then he closed the line. It really shocked me for a long time.
He did not give his name and he did not allow me to defend myself. It is true that he delivered already in our house for my husband's order and my housemate's. We live just across the Crowne Plaza and it won't even take 65fils of petrol to go to our place, but we pay for the service charge. If the Asst. (or should it be abbreviated as "###.") Delivery Manager is angry because of sending a delivery too many times. It is not our fault that we live in one house. It is his fault that he is not able to assess orders and schedule them in an efficient manner. It just goes to show that HE IS NOT A COMPETENT MANAGER. Moreover, how would I know if the order was ready? It is improper to ask the driver. That's why I checked with the online customer service agent who was supposed to serve customers. If they don't want to deliver, they should just inform me right away.
Never in my entire life have I encountered such person working in a five-star hotel which is not only well-known nationwide but also worldwide, especially having a "managerial" position. It is very very unfortunate that this kind of person is within your organizational structure. How I wish I can just withdraw my husband's membership since it won't be worth it anymore if we are just going to deal with uneducated and misbehaved people in your organization.
We did not beg for your vouchers. You know very well that you offer your vouchers for promotion purposes and to let the people try out your food and get more sales in the future. It should have been effective, if it were not with MISBEHAVED employee like your Asst. Delivery Manager. What would you do if your sister or mother or wife was shouted at and given inappropriate words that will devastate her, especially as a woman?
No action nor communications was sent back to me after the incident.
I'd like to demand for an apology letter from the management and that a disciplinary action should be given to the perpetrator. (I think his name is Ibrahim Mohammed)
But I guess the Management are "racists" themselves as they did not care about it since I am a Filipino. But I am sure if I were a Westerner or a GCC citizen, the case would be actioned with compensation. (I hope they can prove me wrong on this)
I don't demand for any compensation. I just want to prove my point and let them know that they should respect everyone, regardless of nationality.