A pizza restaurant chain said it takes customer feedback seriously after news anchor Julius Babao shared his unpleasant experience after ordering from one of its branches.
The broadcast journalist on Sunday uploaded a video that featured the pizza they ordered from Shakey’s Pizza which has a plastic sheet.
The plastic sheet was found between the cheese toppings and the pizza dough.
“May plastic! Tapos ‘yung dough, nasa ilalim. Sa ibabaw, pinatong nila ‘yung cheese doon sa plastic!” Babao exclaimed in the video.
The clip was also uploaded on Babao’s Instagram account, where he tagged the pages of the pizza chain and the Department of Trade and Industry.
Shakey’s responded to his post on Facebook on Monday in the comments section.
“Thank you for calling our attention on your delivery experience with one of our stores. We sincerely apologize for this unfortunate incident. We acknowledge that a mistake had been made by our staff and we will take this as an opportunity to learn and do better,” it said.
The pizza chain added that it appreciated how Babao was able to call them last night to share his experience.
It is probing the incident.
“We are currently undergoing a thorough and fair investigation to understand exactly what transpired, so we can reinforce our systems and procedures to prevent incidents like this from happening again, for any of our guests,” it said.
The pizza chain explained that its crusts are “placed with a food-grade glassine sheet” to separate them from each other pre-preparation.
It ensures that the “crusts don’t stick to each other before pizza preparation.”
“Unfortunately our crew member failed to remove the sheet prior to adding the cheese and toppings in this instance,” Shakey’s said.
“Guest safety and guest satisfaction is very important to us and we hope to make things right. While it will not fully make up for the frustration it caused you, allow us to replace and redeliver your order free of charge, which is the immediate standard procedure that we do with any of our guests,” it added.
The pizza chain also released a separate statement on its account and assured customers that it takes any feedback “seriously.”
“As we would do with any guest complaint, we immediately reached out to Mr. Babao to initiate corrective action. His household graciously accepted re-delivery and replacement of his order today as per our standard procedure,” it said.
“Quality, safety and guest satisfaction are of utmost importance to Shakey’s. Rest assured that we take this as an opportunity to reinforce our training, systems, and procedures to prevent incidents like this from happening again, to any of our guests,” the pizza chain added.