Jia Wei
I went to twelvecupcakes store in Plaza Singapura on Monday 16 May about 5pm, deciding to get some c
I went to the Twelve Cupcakes store in Plaza Singapura on Monday, May 16th, around 5 pm, intending to buy some cookies for a birthday. I looked at the menu displayed at the counter and decided to order three cookies in a box. The counter staff served me and packed the three cookies I had selected into separate plastic bags, then placed them all into a larger bag before handing it to me. I was surprised that she didn't put them into a box, which was advertised as "$12 Cookies (box of 3)". So, I asked, "Where is the box?" She simply replied, "There is no box." I then pointed at the advertised menu and showed her the line stating "$12 Cookies (Box of 3)" while taking out my money for payment. She defended herself by saying the "box of 3" was only for cupcakes, admitting there was a mistake and she would inform marketing. I looked at the counter wall behind her, where many empty boxes of various sizes were placed. I spotted some boxes that I believed were small enough to fit three cookies, which would have made the cookies more presentable as a birthday gift. I further highlighted that if the menu advertised a box of 3, I should be given a box to contain them. To my surprise, the next thing she said was, "Do you want it or not? If not, never mind," and then took back the bag of cookies without waiting for my confirmation! I was extremely shocked at her way of handling customers as a frontline sales staff! I felt insulted that my order was cancelled by the "seller" instead of by me, the buyer. So, I asked her to write down her name and her supervisor's contact number on a piece of paper. Without regret, she proudly wrote only her name, "Suzianah PS," and handed it back to me. If this is the type of service attitude she possesses, how can she serve on the front line? Are there no basic service etiquette and standards that Twelve Cupcakes provides and imposes before placing staff in the service industry in Singapore?