Response From Mary Grace Cafe

In response to the review I previously made about Mary Grace Cafe, they emailed me  their side of the story.

The first email came from the Mary Grace  Head Manager of Dining Operations. It was followed by a message from the owner's daughter who is  also the company's Kiosk  Development Manager. Both of them apologized for the bad experience I reported in my previous post.

The first email read as follows:

"I am deeply sorry about your unpleasant experience in Mary Grace Trinoma. At around 7:00 this morning, Mary Grace
Dimacali, the owner herself called to inform me about your October 1 blog. I checked the net at once and saw your review about Mary Grace. We are so distressed to know that we disappointed you and made you feel unimportant. 

We are currently investigating about the concerns you raised: delayed
service of Amatriciana, missing cheese roll and our inability to respond to your
e-mail. This is definitely not the “Mary Grace way” of taking care of our
guests. Emailed feedbacks for the month of September, positive and negative,
were forwarded to us and were discussed with the branch managers and the café
staffs during our last month's meeting. We also make sure that we get back to
the senders to thank them. I will investigate why we failed to see your emailed
feedback.

I will get back to you as soon as I have all the details and I am
assuring you that this is being taken seriously and constructively.
Maraming salamat po for calling our attention. This will surely help us
improve. We owe our success to people like you who never failed to remind us of
our shortcomings. I pray that you will give us another chance to serve you in
the future.

Please always feel free to email us at
marygracefoods@yahoo.com.ph and we hope we will not disappoint you this time.
You may also contact me through my contact details below. God bless you
amazingly as you continue to bless others with your valuable insights!"

Later in the afternoon, she added:

"I would like to inform you about the result of our investigation regarding the delayed service of Amatriciana and the missing cheese roll. Trinoma cafe's record shows that they had problems with their computer ordering system from September 7 to 12, 2011. Printers and ordering monitors weren't working well and were pulled out for repair on Sept.10, 2011. Coordinating with kitchen of what food to serve was done manually. This caused the confusion between the order taker, the dispatcher and the cook.

I talked to the people involved including the manager who was in charge that time. Necessary actions on how to avoid the same incident when ordering system is down were reviewed and polished.We really hope to be of service to you again."

Ms. Marian, Ms. Mary Grace's daughter has this to say:

"We came upon your blog just recently. We are very sad to hear of this,
and we deeply apologize for the inconvenience caused! Rest assured that
we are reviewing SOPs to avoid causing disappointment to other customers!

We are very grateful for your feedback! Thank you for this! My mom always says
that it is has been customer concern that has helped Mary Grace grow through the years.
Mary Grace would like to give you a call. May we get your contact information? You may email me
back. Have a good day Vanity Specialist! God bless you!"

To Mary Grace Cafe:

Apology accepted. I appreciate that you are taking measures to improve the quality of your service and that you listen to feedback from customers. I did not blog about it to demand special treatment as a customer nor ask for a truckload of cheese rolls to make up for your shortcomings. I just wanted to call your attention to an area of your enterprise which needed improvement after failing to get your response from the email I sent you. This is  because I want Mary Grace Cafe to stay long in the business, and hopefully, be successful enough to put up provincial branches (including one here in Cagayan de Oro) soon. Thank you for keeping an open mind about customers' comments, whether good or bad.

I will definitely visit one of your branches when I visit Manila again and will report to you my feedback then. I'm keeping my fingers crossed it will be a good one.

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