March 30, 2015

Shakey’s “If It’s Late, It’s Free” Slogan is not True?

Shakey’s is one of our go to restaurant whenever we are out. If you’ve been reading this blog for quite some time now, you know that my family loves Shakey’s that’s why we have the Shakey’s Pizzanatic Supercard.

We were in Valenzuela yesterday and we decided to order at Shakey’s for our dinner. I called the Shakey’s Hotline 77-777 past 5PM so we could have early dinner because we will go home after. I live in South Luzon so we want to leave early. 

I ordered “Monster Meal Deal”. The customer service rep told me that their time is 5:20PM and please expect the order at 5:58PM. I said ok and hang up. I was thinking na bakit parang may butal pa yung time. 



I know that Shakey’s has 45 minutes delivery time so I called at 6:05 to follow up. I asked the customer service about the slogan of “If it’s late, it’s free” and he said that our order is guaranteed free kasi late na nga daw. He will coordinate with the branch to check our order and please wait for a call. 

I did not receive any call and the delivery guy came at 6:20PM, so that is one hour after my first call. I told him that our order is already free because he’s late and he still argue. 

Delivery Guy: Ma’m on time po ko, nasa gate na po ko at 5:58PM, dapat stop the clock na yun. Naligaw lang po ko at sa kabilang building po ko pumasok.
Me: Huh! Eh sinabi na sa hotline na free na kasi late na nga and icoordinate na nila yung sa branch niyo. 
DG: Ma’m, 2k po ito. (takot na face at baka abonohan) 
Me: Tawag ka sa branch niyo. 

The delivery guy called the branch and I even talked to their branch too and I was informed na pakipirmahan na lang po and pasulat yung time na dumating. But I ended up paying the bill which is P2583 at ayaw kumain ng nanay ko ng food knowing na ibabawas sa sweldo ng staff yung bill namin. 

This was not the first time that the delivery guy was late, my sister in law said that it happened before and binayaran din nila because sabi ng rider ibabawas daw sa sweldo niya yun. (same address) 

What’s the use of the slogan “If it is late, it’s free” kung magmamakaawa naman ang delivery guy na bayaran ang order at ikakaltas daw sa sweldo nila. I don’t understand bakit kailangan pa makipag argue sa time, e dapat synchronized ang oras ng Shakey’s hotline, branch at staff. If it’s late, it’s should be free. Di na dapat makipagtalo sa customer. Well, I don’t know if I will still believe in their slogan. 

My sister called the hotline and informed the rep kung ano nangyari and the customer rep advised her na next time, wag na daw bayaran. But he did not say anything kung san nga icharge pag di kami nagbayad. #clueless.

Have you experienced this before?

33 comments:

  1. Talaga? Sa staff ibabawas ang late delivery? Grabe naman. It should be on the company tab.Wala pa naman kaming ganyang experience. We're always told that our pizza will arrive an hour later because of many orders in line.

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    1. I'm not sure pero yun sinasabi ng rider. Ok din sana kung nainform kami na malate sila pero wala kahit nagfollow up pa kami.

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    2. hindi po sa rider i kakaltas yan... naitanong ko na po yan sakanila.

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  2. Naku, akala ko pa naman totoo yan. Pang-come on lang pala nila yang slogan nila.

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  3. Oh, a marketing ploy. To bad. I pity the poor staff who is going to shoulder the bill when the pizza arrives late.

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  4. happened to me also :( kakainit ng ulo but its true :(

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  5. I had a similar experience with Wendy's more than 10 years ago. During the first time, I was irritated but paid the bill. But the second time they failed to come on time, i did not take the food i ordered. I was informed by the rider that it will be deducted from his salary. But I was fuming mad because my son was so hungry and I really didn't cook dinner that night, But of course, I had to find other ways to feed my hungry kid. From then on, I never ate at Wendy's.

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    1. Same here, di kami nagluto ng dinner.

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  6. this happen to me last feb but in opposite situation na late si kuya delivery guy about 7mins lang and we said sa kanya na its late na kuya so its free. he called i think siguro manager nila and then un FREE na nga.. kami pa ang na guilty because baka nga ibawas sa sahod nya so ask namen c kuya if ibabawas sa knya he said NO naman daw. so ayun it was 500 lang nman bill namen but i think nasa branch yan :))

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    1. Mukhang di naorient ang mga riders sa "If it's late, it's free" slogan nila. Kasi pinipilit pa nila na di sila late. Buti ok experience niyo. :)

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  7. That also happened to us but different pizza company. The delivery guy pleaded with me because sa kanya nga daw ibabawas ... so I asked him why he's late, etc .. marami daw syang deliveries and yun isang customer daw natagalan pa kasi walang barya or something ... I guess case to case basis lang yun "free" pizza and depende sa manager. I stopped ordering pizza after that incident. Luckily, our place is near restos so no harm done.

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    1. Depende nga sa branch and manager siguro.

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  8. A similar thing happened to me. We asked the rider naman if ibabawas sa sweldo niya then he said no. We still paid for it and informed the branch about it. They delivered a free pizza in return.

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    1. We did not receive any free pizza. :(

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  9. My friends and I had a similar experience. We waited for 2 hours for the food (nearest branch was prolly 10mins away) and nakipagtalakan kami sa rider and sa branch manager. In the end, we sent the food back kasi we weren't willing to pay for it and we were too pissed to eat anything.

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  10. The same thing happened to me years ago. I cited the establishment's pitch on getting the order free since it came in late. The manager called me and we agreed on paying the food at 50% off na lang.

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  11. an fb friend says their order was free coz it's late. :-S But, I don't think I could stomach eating something free knowing that the delivery man will pay for it. That's really very unfair.

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  12. Oh that's harsh! Ikakaltas sa rider nila? Bakit yung rider ba ang mabagal magluto nung food? Motorcycle drivers are notoriously known as mahilig sumingit kaya a lot of them are always on time. It shouldn't be deducted sa rider. I would definitely send a letter to whoever and say that's not fair.

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  13. I had an experience too, twice pa ata. The delivery guy was late and out food was delivered after an hour pa ata. I called the hotline and the operator told me to coordinate with the branch daw. In other words, I still paid for the food. Obviously, the it's late, it's free is not true.

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  14. We used to call Shakey's for delivery a lot but that changed a year ago when I didn't renew my pizzanatic card. Another brand kasi has buy 1, take 1 pizza that doesn't require customers to purchase a card to avail of it. Shakey's have to review their policies if the riders' sentiments are true. Kawawa naman sila. Sometimes it's not even their fault.

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  15. Yes, I have experienced that before with Jollibee. Yung policy nila, as far as I know, is to just give 200 GC instead of making the delivery man pay for the entire order. One time, our order arrived so late, as in more than an hour na, and when I followed up, I was only told that the one who took my call failed to write down my order, which is not my fault at all. When I asked them about my free GCs, they just said that since it was not the delivery man's fault, no GCs daw. What. Ang unfair na policy toward both delivery men and customers.

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  16. I never experience this but thank you for sharing. Kind of confused lang why you have to pay the bill at the same time it will be deducted from the staff. So san papunta yung binayad mo? Anyway, hope this doesn't happen again to you. :)

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  17. I'm sorry for your bad experience - I haven't been in one, thankfully. If Shakey's really deducts the payment for late deliveries from their staff (even if they were the fault of the staff's), I would feel bad, too. I hope they do something about it to ensure things are fair for everyone.

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  18. This is my personal take on late delivery stories- I regularly order for deliveries and knowing my area it is almost impossible to get here without getting lost- panay one way at pai-ikot ang streets plus compound pa. That is why each time that I place my order I make it point and tell the one taking my orders to note down the color of my gate, landmark, saan kakatok, anong street dapat pumasok ang rider..etc. very detailed ang description ko sa address ko considering that not all drivers are familiar with this area. Kawawa sila talaga if di naman highly accessible yung area for delivery. -Macy

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  19. Dapat di mo muna binayaran. Baka kickback na yun ng rider at nadocument sa call mo na free na yung pizza. Verify mo.

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    1. Naisip ko din yun pero kunsyensiya na lang niya yun kung kunin niya money.

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  20. Happened to me before and yes, it's true, sa crew ibabawas but not the whole amount. I interviewed the guy first before I gave him a P100 peso bills as consolation. Next time sis, don't allow it na, P2k+ is not a small amount.

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  21. I agree with you on this one. I experienced the same issue with them.
    May isa pa kaming na orderan (ibang fastfood chain naman) 30 minutes guarantee din nila, before ang ugali nila, they keep on calling us to update na aalis na si kuya rider para ideliver yung inorder namin. so ending, minsan mroe than 30 minutes bago madeliver yung food namin.

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  22. Yeah. Agree. This is so disappointing actually. Happened to us also where the delivery guy will "guilt" you into paying for the food. We refused one time and he sat outside our house for half an hour and wouldn't leave until we paid him.

    Shakey's shouldn't penalize the riders because it's not entirely their fault if its late. Sometimes the branch takes forever to prepare the food also. Shakey's should take responsibility for each individual member of their team and not just leave the delivery guy out in the dirt to uphold their stupid slogan.

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    1. True, they should walk the talk. If the food is late, free dapat or they just remove the tagline "if it's late, it's free"

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  23. Experienced that "late" thing today. We were waiting 2hrs for our order. And we found out that they just left our order to the guard, they didn't inform us. We ate a cold thin crust pizza.

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    1. Aww, I dislike cold pizza pa naman. :(

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