Last 1.26.09 I asked my sister and cousin to buy Kraft Eden Cheese at Gaisano Ormoc for our red wine.
While I was slicing it, I noticed that it had maggots or termite eggs on it. And I even saw very tiny insects crawling on the cheese itself. It angered me. Furious, I stormed back to Gaisano (with 3 other cousins).
I was stopped by the guard. So I answered and showed her the receipt "Obviously I wanna return this and complain. Don't stop me". Taken aback, she let us enter.
We were now on the supermarket (I don't know what fueled me to be that angry). We went to the cashier where they paid the cheese and asked for the supervisor. She pointed a counter at the corner and the rants began.
I immediately asked, "Are you the supervisor that I need"? She answered "yes". So I was like. "Good. cause I want to file a complain against your department. How was this cheese able to pass thru inspection? If you really do inspect your area and your employees."
Her answer? "Ay sorry maam sa mga cashier ko nga supervisor. Ang sa grocery nag lunch pa."
Me: "Having lunch at 1p.m.? Okay then. May I speak with anybody who's responsible for this"
Her. "Ang Kraft dapat maam, naglunch pasad"
Me: I became furious. "Kuyawa gud nagdungan man sila ug lunch?"
Her: If gusto ka, adto nalang sa office didto reklamo. Or didto sa Kraft office since ila na product nya nag hire ran a sila ug pwesto dre sa amo.
Me: "I was like, are you serious?! So we can just pay for a place here and can escape in selling rotten goods cause it is not being inspected anyway? Miss, clearly, we are not from here. We are the inconvenienced customers so why not let them come to us?â€
Her: She wasn't able to answer. Instead,"Unsay inyu maam refund? Pa-i-lisan?
Yang (cousin): “Miss if we wanted that, do you think we would waste time speaking with you?â€
Me: I want somebody who’s responsible to sign in our complaint letter, cause we will pass this to BFAD. Clearly, the issue is Gaisano because this is the third time. My Lolo twice bought molo wrappers and upon opening it, twas rotten. Does that mean we need to open your products first before purchasing it? It's a bad timing for you kay gisapot jud ko. That's why dia mi gareklamo run.
It was very visible that she was already uneasy, we had a few exchange of words when I asked for the location or number of the Kraft person cause I wanted to call and ask him about the matter, she told me wala sila'y number.
Me: “Wala moy number sa inyu employee?" I told her to not pass me around cause that is a job that I am exposed to. And then she raised her voice. "KAY DILI BITAW KAMI ANG MUTUBAG ANI ANG KRAFT MAN!"
And calmly I took my sunglasses off, icily stared at her and said "Why are you raising your voice? Did we for once raised our voice?"
Her: Wala maam
Me: Good. Let's continue. "The Kraft guy is employed here. He is your responsibility".
So she dialed a number (management dept), after explaining things, she handed me the phone "Ma'am ikaw nalang storya ani o."
Me: Hello gud afternoon, are you the person I need?
Receiver: Hello? hello?
Me: So I translated it to vernacular. Miss nakasabot ka? Are you able to give me info of the Kraft guy or the grocery supervisor?
Receiver: "nganu diay maam? Is there something wrong?
Me: Fine. Let me tell you that your product has maggots, molds and eggs all over it. And I want to bring this to BFAD together with the complain letter. And we want to speak with the supervisor responsible. You know what? I'm tired. Maybe I should already tell my lolo about this. This could've been finished earlier or I think his mere presence will end all of this already. (she was speechless, she didn't even bother to ask who my lolo is. hahaha LOL)
Receiver: Okay maam kadali lang, wait lang mo please.
And minutes after grocery supervisor arrived. Very aggressive.
Supervisor: "unsa diay inyo reklamo day? nga dili mana amo sala. sa Kraft mana tubagonon."
Yang: "Maam, this is not just Kraft's responsibility since this is already the third time that we were able to buy rotten products from your store. Maybe this means we need to open your products first before paying for it?"
Wala cya katingog. Minutes after, we were asked to go to the office with the manager (uh-oh)
The manager was in his civilian clothes cause it was his rest day. Very civil. He summoned the grocery supervisor and the Kraft guy (surprise!! they were there after all!!).. So we talked I explained our side. He scolded the Kraft guy and the supervisor. Do we want him to be terminated? We said no. Just put this in his records. We only want to raise awareness on the management. Since the performance of your people will affect you. He understood. We still filed a complain on their records. He saw our home addresses, and there came a point that I had to call Sabin hotel cause I needed an advice from my aunt (klaru najud dili mi taga ormoc.) And that was it.
He asked for the damaged cheese since we already have pictures anyway. I answered “Dili klaru amo picturesâ€. Then we walked away with the 5 cheese replacements. =)
Morale: Sometimes, you really have to fight and push your point if you know you're at the right side.
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