Entertainment book discount FAIL! Papparich!

zoecot on 17/05/2014 - 22:41
Last edited 21/05/2014 - 20:43

You will learn something here… keep reading! [ No, this is not only the $5.1 matter, this is the principle issue]

Today we went to Papparich Broadway with our entertainment book "buy one main get one main free" and have a bad experience. We order Roti $7.9 as entree, 2 rice mains $13 and $16.90 and 2 drinks. We even ask the waitress about the entertainment coupon before we place our order. At the end, instead of getting $13 for free, they only offer $7.9 free. The lady at the counter fail to answer my question and I placed a complaint on their facebook. No surprise, they delete my post on their wall immediately. I then facebook msg them and get a very funny conversation.

*We just went to papparich with our entertainment book, it states buy 'one main & get one main free'. Please explain why we cannot get the rice free instead of the roti? i pretty sure roti is our entree not main. Please reply instead of delete my post on facebook ad this is rude marketing.

Hi Zoe, Roti is considered main as it is Malaysian's staple meal, just like rice and noodles. Everyday, Malaysians have it as breakfast/lunch/dinner by itself. Hope that helps.

*Yes, but all restaurants will be paying the most expensive one and provide the 2nd expensive one for free. In this case, should be paying R19 $16.90 and giving R15 $13 for free. This is the same practice in all the restaurants in entertainment book Sydney , eg. "Pancake", "Hurricane", etc.

Hi Zoe, we understand your frustration. However, we have been advised by the entertainment book that our best course of action is to provide the least expensive meal as the complimentary main given that our meals do not fall under their classifications. Hope that helps.

*Well, I have ask the waitress about this before I order the food and no one told me. And yes, if she told me before ordering, I will only order less item and you earn less.

Hi Zoe, we apologise for your bad experience however we are just following the advice given by the Entertainment Book.

*You mean Entertainment Book give your staff advise to give wrong information? Great!

[edited] Follow up!
Thank for all the great comments and discussions below.
Finally PappaRich replied after deleting my wall post and rude facebook PM conversation.

Dear Zoe,

Firstly, may we take the opportunity to apologise for not addressing this issue sooner - this has just been passed over to me, the Marketing Manager of PappaRich Australia. Here at PappaRich we are committed to offering our customers the very best service and I am disappointed to hear that this was not the case on your recent visit to PappaRich, Broadway.

Having investigated the offer that we currently hold with the Entertainment Card, we have noted that the Terms & Conditions are not as clear as once thought and can understand why this may have caused confusion. With regards to the staff member stating that you were able to indeed have one of the rice dishes complimentary, we can only apologise and assure you that we have taken steps to ensuring that this does not happen again in the future.

We have since contacted the Entertainment Card and asked them to clarify the T&C’s as a matter of urgency.

Once again, I am extremely sorry that you did not receive the service and experience that PappaRich has come to be known for and as a form of apology we would very much like to invite you back to the restaurant for 2 complimentary main meals. We are positive that you will not be disappointed if you were to return again and we would love the chance to show you the true PappaRich Experience.

We have then emailed discuss about the complimentary meal arrangement and he would like to send me the $50 food voucher. here is my final decision:-

Hi Will,

Thank you for your email and sorry for the late reply.
After discussing with my partner, we both agree not to get the $50 voucher. The main reason behind is because I have never intended to use my complaint to push for any discount nor free meal. I brought up this issue as I would like PappaRich to look into the billing issue with EB coupon and hopefully won't have any other future customers being treated as the way I do not deserved.

Instead of your kind offer of $50 food voucher, we would like to ask if it is possible for Papparich to donate the $50 to http://www.ozharvest.org/donatemoney.asp in a good cause. There are certainly more people need this $50 for food rather than us.

Please email us the receipt will be highly appreciated.

Poll Options

  • 15
    Papparich is correct, you should suck it up!
  • 135
    Papparich should refund you $5.1
Food & Grocery

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Comments

  • GnarlyKnuckles on 18/05/2014 - 00:55

    To avoid this sort of crap, most of these deals/coupons actually use the wording 'get one of equal or lesser value, free'. Such wording makes it clear that you get to pick which one you want free, as long as it is not more expensive than the one you've paid for to qualify for/ utilise the deal. Regardless, to avoid such hassles in the future, just tell them WHEN ORDERING which meal you will not be paying for (word it exactly like that; don't use the words 'we don't expect' or anything even slightly vague/ ambiguous like that), because you have a coupon rendering it free, and show them the coupon. If they say 'that's fine sir/madame', then all good. If they do not agree, and recite some alternative odd-ball formula (like the one you describe), then just politely leave. It is simple logic that it should be the next-most expensive one that you get for free, otherwise you would just order the two most expensive, pay for one and give them the coupon, THEN order the cheapest one as a separate order… which would be a silly game indeed for them to incite by having such a silly policy. That email you report that they sent describing the culinary habits of peeps in Malaysia to justify their actions/definitions here in Oz cracked me up… surely you jest?!?

    • zoecot on 18/05/2014 - 01:56
      +3

      Regardless, to avoid such hassles in the future, just tell them WHEN ORDERING which meal you will not be paying for

      FYI, I did!!! I asked when i seated, i ask if i can use this coupon (showing in my hand), she said yes. Then, when im ordering the food, when i give her the paper ordering form, i asked: we r ordering these things (pointed on the order paper), we can get the rice for free right? do i need to give u the coupon now with the ordering form?

      She looked at the form, then said: yes,but u dont need to give the coupon to me now, u give to the counter when u pay the bill.

      But at the end i did not get the rice for free but the roti. i told the counter lady abt this issue, she juz said this is how it is calculated and give me the receipt. looking at the long queue out there, i did not argue on the spot and walk out politely. When i back home i write the complaint to them, i guess this is pretty normal isnt it?

      • GnarlyKnuckles on 18/05/2014 - 02:22
        +6

        This changes things from 'slightly grey' to 'completely black-and-white', in a legal sense. They owe you the refund, and would be wise to offer you a couple of free mains, for your inconvenience. They should refer to the trade-practices act here. You told them what you were willing to pay (including the coupon, which you showed them), for what food, and they agreed. That was the CONTRACT both parties agreed to.
        They cannot change that contract (even though it was only verbal), after the fact.
        Good luck with this. I urge you to pursue it, even if just for the benefit of future PR patrons. The more peeps that follow-up minor injustices such as this, the less often they will occur. Little peeps CAN change 'big company' policy/bullying (or 'innocent ignorance', if that's what it was in this case on their part).

        • zoecot on 18/05/2014 - 02:38

          Yes, but i being too nice and did not argue on the spot. Also, the papparich there is a 'press the bell' system and there are many staffs that I cannot remember which I talked with. Altho my boyfriend witness the whole thing, but dont think people will believe in his words as he is my bf.

          Also, since I pay it already, will they think this is an acceptance of counter offer (even this is a worse off)?

          I write the complaint basically want to bring awareness but did not expect they reply me with 'definition of roti'.

          im not trying to get refund as money is not the main point (ok, money is important as well, but for $5.1…um…) Im juz angry & complaint about I feel like being ripped off and that is the principal issue.

        • mangolassi on 21/05/2014 - 05:27

          Altho my boyfriend witness the whole thing, but dont think people will believe in his words as he is my bf.

          Doesn't matter, if he is a witness that is enough evidence. Would be the same thing if it were Papparich and their staff.

  • GnarlyKnuckles on 18/05/2014 - 01:08

    I might add, with regard to that quote you supply above from the entertainment book (EB), it seems that the EB has screwed up here somewhat by using the word 'least', when what they really meant was 'less'. The scenario they describe is based on someone ordering two mains only, because after all, one main must be paid for, to get one free. So Papa-rich could be forgiven here, because the actual wording in the EB is not correctly worded/ it is ambiguous; it should be 'less', not 'least', to make it clear that they are comparing only two meals re the deal (not the entire bill), i.e., that the CUSTOMER GETS TO CHOOSE which two meals the deal will be applied to. In future editions, the EB should insist that the wording is 'Buy one main, and choose another main of equal or lesser value free', to avoid any potential misunderstandings.

  • [Deactivated] on 18/05/2014 - 01:28
    +17

    So that's how Pappa got Rich!

    Seriously though, just out of curiosity, the roti you ordered - was it plain roti, or did it come with sauces?

    Because I'd agree that it isn't a meal if it was plain roti, but with sauces… that's a meal, IMO.

    Which reminds me… "soup's not a meal!"

  • GnarlyKnuckles on 18/05/2014 - 01:44
    +2

    I chuckled at your post 'waters' :-) Note the following text above though:

    "… a main course or a main course equivalent"

    By definition, bread and sauce aint a 'main meal'… now, a sandwich is, but that's because of the stuff BETWEEN the bread, which may or may not include a CONDIMENT, i.e. a sauce.

    I love this thread already, and I really hope both the EB AND Papparich contribute to it. A 'war of semantics' between these two completely juxtaposed parties would represent TRUE entertainment. Much more than could ever be acquired from the ACTUAL 'Entertainment Book'.
    Who's with me? I call for a formal debate between these two parties. Loser pays Zoe six bucks.

    • [Deactivated] on 18/05/2014 - 01:56
      +1

      I still wanna know which roti the OP ordered. Have a squizz at their menu, Gnarly: clicky. Those are quite meal-esque, IMO, unless you order the plain roti. Then again, I don't have the same appetite or stomach room as a hungry adult male, so maybe my perception is skewed lol. I can see how it's more of a snack to most..

      I regularly read food blogs, with many reviewing PappaRich after they opened in Sydney. It's not uncommon for people to just order a roti meal.

      But I do agree, it's not typically what you'd consider a meal compared to most other cuisines.

      Thread needs poll for Malaysian-blooded OzBargainers to have their say on where roti stands in the meal spectrum. lol

      • zoecot on 18/05/2014 - 02:14
        +2

        too bad i ordered roti with sauce!!! O well, to be honest, to me, Roti=Bread, Roti with source= Bread with butter/jam. Can ppl eat bread w. butter as main meal? Yes. But will u consider bread on 2 courses meal as main? I dont think so.

        We are 2 people ordered 2 rice dish that is $13-16 with 2 drinks. one of the coconut drink we order is $6.9, and the roti wth source is $7.9 ($1 difference). I guess from the price, everyone will be confused of roti is a main or not right?

        Anyway, one of the main point is, i asked during ordering!!! so regardness roti is a main or not, the waiteress told me the rice can be free, but afterward the counter lady said no! Guess even their staff cannot identify if roti is main or not~ I normally wont complaint, and for $5, really not big thing. I am juz not happy the fact that diff staff told me diff info & i being charged more and thats not fair. And their facebook msg juz tought i m arguing with the refund of $6 and told me the definition of roti. I believe if they sincerely admit there is confusion & they shd spread the info to all their staff; i will be fine and wont argue more.

        • dbun1 on 21/05/2014 - 16:51

          If you ordered Roti with sauce, then it can be argued it is main meal.

          I'm from Malaysia and many people often eat Roti + curry as a meal. Usually though there would be more meat and veggies and stuff to go along with it, but many people eat Roti + curry as is. More common for breakfast though, but still can be had for lunch or dinner.

          Roti on its own would be harder to argue and I would say that it is more an accompaniment, like garlic/herb bread for example, rather than a meal.

          I do agree though that it should have been pointed out at the start. The waitress should have said from the start that the voucher applies to the lesser of the items ordered, and that they deem the rote to be a main, hence it would apply to that. At least then the OP could have had a chance to alter the order accordingly.

  • GnarlyKnuckles on 18/05/2014 - 02:09

    First, please forgive my use of caps rather than italics… I'm not trying to shout, I just don't know how to apply italics/emphasis in any way in these forums (hence the caps… SOZ).

    But I digress.

    Waters, point taken (and well demonstrated btw, re the clicky thing), those pics DO look like main meals (by FF standards). But I reckon that the MAIN ISSUE remains, as the OP pointed out, that the way these deals have ALWAYS WORKED is that the customer buys one, then is entitled to one of equal or lesser value, OF THEIR CHOICE, for free. This is implied by logic (see above post; otherwise the customer would simply achieve their desired outcome anyway by making separate consecutive orders, which would be tedious for all concerned).

    Don't you reckon?

    • zoecot on 18/05/2014 - 02:24

      not always work, but needa ask; as even same restaurant, when I go and the next day my frd go is difference. This perhaps is the manager decision on duty that day or what i dont know.

      I am not happy this time is because I asked & have been told i will get rice for free; but it is not! So, next time possibly need record the conversation as a proof? I agree this maybe is entertainment book guildline issue. But the fact that diff papparich staff told me diff answer, i guess there is something they need to look into it (perhaps is training, perhaps is the definition of roti, etc). The way they handle my complaint is not really the best as well… by saying the definition of roti simply make thing worse.

      • GnarlyKnuckles on 18/05/2014 - 04:11
        +1

        Dear Zoe, initially I did not realise that you had actually confirmed with the wait-staff that the rice-dish would be covered (i.e., free) prior to receiving the food. Given that that is what you did, the EB policy/ wording etc. is irrelevant; by law, P-Rich should have honoured the agreement that was made when you ordered the food. It really is as simple as that, and I'm pretty sure they will 'see it your way', if you explain it to them politely, in these terms.
        Good luck with it, and if you have the energy I do urge you to pursue it regardless of the $mall amount in question, as a matter of principal. The more peeps that do so, the better 'customer service/ service standards' will become for all of us.

    • endotherm on 18/05/2014 - 18:31
      +1

      How to format posts in OzBargain: https://www.ozbargain.com.au/node/128793

  • joni on 18/05/2014 - 06:56
    +1

    Just wonder if the roti you ordered under entree on their menu.If it is then they should give you $13 off.

  • daoople on 18/05/2014 - 09:23
    +3

    I agree with OP. When I next go to Papparich with my wife, I'm going to order 2 laksas only. Then there can't be confusion.

    That's terrible business - I would urge you to cpontinue to make noise about it. If others have the same experience, they they/we should all write to entertainmentbook to get them taken off the book.

    • CheapCoffee on 19/05/2014 - 14:48
      +2

      Or go to another place with a better laksa!

  • aocal on 18/05/2014 - 09:59

    In my experience, if there is a one for one offer, an entree isn't allowed with a main meal (with 2 people dining) which I cannot understand when it actually costs the restaurant less.

    • [Deactivated] on 18/05/2014 - 18:43
      +7

      Why do you write
      like this
      ?

      • blablabla23 on 19/05/2014 - 20:42
        +5

        in that post
        a really bad attempt
        at haiku

    • abh_gup on 20/05/2014 - 09:45

      lol. Peccadilloes, you are funny! u part of entertainment book too?

  • treeman on 18/05/2014 - 11:10
    +1

    Entertainment book should fix it up. Send them an email, did you get the receipt?

  • Paul Atreides on 18/05/2014 - 13:20

    I used mine there, no issues at all. Didn't it have some wording like "the cheapest main meal item is free"?

    If the waiter at the start told you otherwise, like "the roti does not count towards the coupon", then I agree with you, you were misinformed and they should honour it.

    I wouldn't think it'd be hard to do so. Just separate the invoices.

    The food there is excellent. Recommended!

    • spoonmugen on 19/05/2014 - 22:18

      the food is ordinary… and the portions are tiny…

      • BuyoTheCat on 20/05/2014 - 09:07
        +1

        The food is ok. Not worth queueing for. I can get better food 10 mins walk away without the queue.

  • Roney on 18/05/2014 - 14:37
    +3

    It's Papparich Broadway that's duping you off. I suggest you write your comment in Urbanspoon, Goodfood, Tripadvisor etc as consumers have a rights to know and maybe add their comments as well. Anyway I don't find the Papparich food that great nor worth for the money when compared with non-franchised restaurants. Sorry to hear of your bad experience there, Zoe.

  • superbass on 18/05/2014 - 16:53
    +9

    I can understand that you would be pissed off about, so would I…
    but the extra mile you are going $5, wow!

    • jelko on 18/05/2014 - 17:46
      -5

      I reckon. Why put yourself through all this stress over a couple of dollars. Did you enjoy your meal? Was the food good? Yes? Then suck it up. If you're that pissed over $5, then choose a different restaurant next time.

    • [Deactivated] on 18/05/2014 - 18:44

      superbass, have you not seen this thread?

      lol

    • abh_gup on 20/05/2014 - 09:47
      +1

      superbass, i guess it is a matter of principle, rather. must have happened to others too! glad zoe brings it up…

    • bluedufflecoat on 21/05/2014 - 09:29

      A lot of people went the extra mile for the $6 iTunes voucher on Scoopon yesterday. ;)

  • Aceboy884 on 18/05/2014 - 17:00
    +20

    It's the matter of principle

    • superbass on 20/05/2014 - 14:20

      It is .. but it is also about effort required vs cost/benefit. maybe I am too business cased focused…

  • grasstown on 18/05/2014 - 19:29

    Yes ent bk wording is lazy, but Pappa is wrong. Ent bk is talking about the least expensive main between the complimentary main and the other main. It's not talking about the least expensive main of all mains. Obviously one would choose the second most expensive main to be the complimentary one. Pappa is shameful

  • [Deactivated] on 18/05/2014 - 20:43
    +3

    Been to broadway paparich 3 times and chatswood 2 times. Really unsatisfied with the food portions, they're too small for $14-15! I'm female, small to medium size, and I'm always so hungry after. Was going to boycott that place for Malacca straits instead, where it is cheaper and bigger! But I guess I have to go back since i bought the ent card.

    That was terrible of Papparich to cheap out on you! But thanks for the heads up, go to Malacca Straits or Mamak instead where there are bigger portions.

    • johnno07 on 19/05/2014 - 16:59
      +1

      I don't understand why you continued to go back to the place four more times if you didn't like it/didn't think you were getting value for money.

      • [Deactivated] on 20/05/2014 - 21:34

        Oh, reason why i keep going back was because I was so impressed by the extensiveness of papa rich's menu compared to the other two chains! But every time I look at the portion of the food, i become a little grouch. Definitely not enough food after a gruelling gym session.

    • aim54x on 20/05/2014 - 14:12

      Don't forget Petaling St….I love their Roti Canai + Beef Rendeng…..

      I have been meaning to try PappaRich but after this I am not too sure.

      • [Deactivated] on 20/05/2014 - 21:38

        Noodle portions at papa rich are pathetic compared to what you get at newtown thai restaurants, even during their $6.90 lunch noodle specials. I am comparing noodle portions as I generally don't eat rice, rice portions may differ. Definitely try Papa rich, their chilli pan mee is delicious.

  • eneloop on 18/05/2014 - 21:22
    +4

    That's why I always eat at hungry jacks cheap meals good as gold

    • pointblank on 19/05/2014 - 22:43

      Stunner Deals to be precise ;)

  • LakeVostok on 18/05/2014 - 21:29
    +3

    Mamak is nice

    • aim54x on 20/05/2014 - 14:12

      I don't think they are worth the wait anymore

  • Archi on 19/05/2014 - 11:53

    I guess for those that haven't used the paparich voucher yet there is this option

  • McFly on 19/05/2014 - 12:12

    The restaurant is 100% in the wrong, but why didn't you just sort it out right then instead of going the much harder route of Facebook later on?

  • edgar28 on 19/05/2014 - 12:58

    Roti can be main for breakfast…… Not lunch and dinner. unless it just changed over night……I do know some famous one only serve Roti but it's not consider main, it's a place for gathering and chit chat, casual place where you don't intend to fill up your tummy…..

    It's for charity, and Paparich wants gold than goodness forcing less people donate through entertainment booklet.

  • neonlight on 19/05/2014 - 13:09
    +9

    Happens all time. If you try use say a Chattime voucher they treat you like dirt and also tells you, you cannot use it for certain drinks. Same with some ice cream stores etc

    What a load of bullshit. If the shop is so unfriendly then don't bother doing the promtion via entertainment book.

    Seriously all they are doing is scamming people get you to go to their shop then refuse honouring offers that they advertised.

    Sometimes its not the money but principle. You can complain @ entertainment and even go ACCC if you want with the receipt of course. Depends how far you wanna go and if it worth your time?

    If Roti is shown under Entree' on their menu, then it is not consider as main to the customer. You have rights to demand refund. The amount for Roti is for entree not main, so its not the least priced main, but the least priced item on your order. there you go

    BTW, a lot of franchised business are like this, give bad experience or not honouring deals. For thoe businesses, go figure why they offer on Entertainment book

    I would refuse to pay on the spot, and demand the menu showing Roti as Entree (unless you made that mistake not checking before you ordered)

    • McFly on 19/05/2014 - 14:16
      +4

      OTOH, I've been getting the book for years and never had a single problem.

    • pascal03 on 20/05/2014 - 10:55
      +2

      I usually order first then present the voucher when paying specially at places like Chatime.

      If they refuse to take the voucher, then walkaway and not pay. Go somewhere else. That way they lose on one sale and have waste on their hand.

      Bad for business in all accounts, as customers will slowly stop coming back.

    • [Deactivated] on 20/05/2014 - 21:39

      Yeah I've gotten that judgmental look from using an entertainment voucher at the george st store (next to zenq desserts).

    • ronnknee on 21/05/2014 - 10:25
      +1

      I find it annoying how you have to pay extra for toppings on both drinks at Chatime with "buy one get one free" voucher. "Pearl Milk Tea" implies that there will be pearls in that drink and are also essential for that drink to be called that.

    • ofey on 21/05/2014 - 12:34
      +1

      I'm with neonlight on this. I stopped buying the Entertainment Book because I found most businesses in Australia would really treat you like dirt if you used a discount voucher.
      Even when places like Pancake Parlour provide you BOGOF deals they seem to have a problem.
      This isn't even a voucher offered by a 3rd party. It's offered by PP themselves.

      Very disappointing.

      • dbun1 on 21/05/2014 - 16:55

        Never had this before. Usually I never mention the voucher at the start and just rip it out at the end when the bill comes.

        That way there is no chance for them to treat you any differently, as for all intents and purposes you are a regular customer.

        EB also states that you don't need to mention the voucher when booking or arriving at the restaurant.

        I will say that I cringe everytime I use a voucher. I hate feeling like a cheapskate.

        • neonlight on 23/05/2014 - 08:43

          I have literally seen restaurants not accepting EB vouchers. So if you don't ask them before you order, and you are expected to pay full amount then there would be more arguments. I don't solely trust the book just because the business is listed, perhaps the individual store can choose not to participate.

  • Pandy on 19/05/2014 - 16:45

    Every restaurant will try to give you the cheapest main meal for free. You should ring up a different Papparich and ask if that roti is considered a main or a entrée. If it's an entrée then this Papparich has ripped you off.

    • GnarlyKnuckles on 19/05/2014 - 18:55
      +4

      That's simply not true Pandy; have you ever used the vouchers? Most places know how it is supposed to work, and they charge you for the most expensive main, but don't charge you another one of the same value or the next-most expensive one ordered, without even needing to be told which one you'd like free; I mean it's obvious that you'd want the most expensive one that you're entitled to, for free. My work is a registered charity/ sells the books every year, so those vouchers are a large part of many 'work lunches'/ get-togethers etc. No one I know has ever had a problem, in more than 7 years.

      • pascal03 on 20/05/2014 - 10:58

        I think the issue here is that there is no clear classification of which is considered entree and which is considered main in their menu.

        I've never been to this place before, but seems like the restaurant "technically" didn't mislead with their offer.

        Although like the OP, I would be pissed at the time but after taking some time, I would probably accept the explanation. Roti in Malaysia is indeed considered as a "main meal".

  • AssociatedPPR123 @ PappaRich on 19/05/2014 - 17:25
    +16

    Dear Zoe,

    Firstly, may we take the opportunity to apologise for not addressing this issue sooner - this has just been passed over to me, the Marketing Manager of PappaRich Australia. Here at PappaRich we are committed to offering our customers the very best service and I am disappointed to hear that this was not the case on your recent visit to PappaRich, Broadway.

    Having investigated the offer that we currently hold with the Entertainment Card, we have noted that the Terms & Conditions are not as clear as once thought and can understand why this may have caused confusion. With regards to the staff member stating that you were able to indeed have one of the rice dishes complimentary, we can only apologise and assure you that we have taken steps to ensuring that this does not happen again in the future.

    We have since contacted the Entertainment Card and asked them to clarify the T&C’s as a matter of urgency.

    Once again, I am extremely sorry that you did not receive the service and experience that PappaRich has come to be known for and as a form of apology we would very much like to invite you back to the restaurant for 2 complimentary main meals. We are positive that you will not be disappointed if you were to return again and we would love the chance to show you the true PappaRich Experience.

    Please feel free to contact Will on (03) 9645 4667 or my email at [email protected] should you wish to arrange a return visit.

    • [Deactivated] on 19/05/2014 - 17:36

      we would very much like to invite you back to the restaurant for 2 complimentary main meals.

      Ah yes, here we go again, usage of the words "main meal" which caused all this confusion in the first place, since your menu doesn't even separate meals into entrees and mains like most people come to expect from a restaurant.

      • AssociatedPPR123 @ PappaRich on 19/05/2014 - 17:40
        +7

        Dear Waterlogged Turnip,

        Thanks for pointing that out. Let me rephrase that again.

        We would like to invite Zoe back to our restaurant for 2 complimentary meals.

        Hope that helps.

        • GnarlyKnuckles on 19/05/2014 - 19:21
          +23

          Awww c'mon waters, give the guy a chance… he's at least making an effort to put things right, and within 48 hours of the original post (which was on a Saturday too, so 48 hours isn't bad at all).
          Good for you Mr Will, but a wee bit of a advice, it may be better to "private message" Zoe your ph. number, and remove it from the public post… like any large online community, I'm sure "OzBargains" has its fair share of fruit-cakes. I myself, for example, am an absolute loony-tune.

          On a lighter note, I'm no Nostradamus, but I'm predicting that when Zoe goes back for the two free meals, she doesn't order any roti to go with them… JUST IN CASE ;-)

        • GnarlyKnuckles on 19/05/2014 - 19:30
          +5

          It's a bit different neon… it's not like anyone was hurt in this case, or was served anything unsanitary (or even anything 'unsatisfactory'). The issue (Zoe's losses) is $6. And of course it would have been a bit frustrating, being assured one thing, then being ripped off at the till, with no immediately available course of action. But I don't reckon she's in need of a 'mental anguish/ pain-and-suffering' pay-out, nor was she seeking one; I mean this isn't the USA…
          So I for one, reckon Will's offer is quite sufficient/appropriate, particularly as it was so politely worded, and offered so quickly.
          He's offering her food to the value of about 5 times the amount she was ripped off. Fair enough.

        • [Deactivated] on 19/05/2014 - 20:58
          +5

          @Gnarly: You're right. Apologies to Will. Re-reading my post, I realise how bitchy and sarcastic it came across. Not really how I intended to respond (nor was it really how I felt). I was just thinking it was going back to the original confusion by using the words 'main meal' again lol.

          In all, it was a pedantic, somewhat pointless issue I raised.

          It's still always good to see merchants/representatives come on here and give personal responses to people in cases like this. Takes guts to face a tough crowd like this and potential criticism.

          I was just a cranky turnip earlier.. lol

        • zoecot on 19/05/2014 - 21:17
          +2

          You prediction is correct~ No roti for sure :)

        • juventino on 19/05/2014 - 22:49
          +1

          @neonlight : D'oh, its called service recovery. Something that all companies do to ensure customers are satisfied when service was initially deemed subpar.

          Will is apologetic and courteous in rectifying the issue. What else do you want ? Strip him naked and invite Today's Tonight to do a segment on it ?

        • neonlight on 20/05/2014 - 07:41

          The issue here is the same will happen to someone else plus the business was not honest offering what entertainment book offered, might as well not participate. It's only when OP voiced out then they did something to quickly recover and cover up. You don't see an issue? It's not the $6, it's principle.

          Deleting comments from Facebook clearly see what they want to cover up

          Pretending to apologise after getting busted. That's not good

        • Archi on 20/05/2014 - 10:29

          2 complimentary meals, by that definition I would order everything on the menu. not that I would do it… but just sayin'

          I would've written it as

          offer for 2x complimentary items on the menu.

        • pascal03 on 20/05/2014 - 11:05

          I tend to agree.

          I'm not singling out Papparich here.

          Just saying how irritating it is when you put a negative or constructive feedback on a facebook page only to be deleted…

          It is much better PR for the company if a store rep comment on the actual feedback with either an explanation, offer of whatever else they deem necessary needed to turn the bad experience into a good one.

        • Feng9 on 21/05/2014 - 13:38

          "Is like giving you another 2 x free meal because your initial meal had a cockroach in it"

          …except that it's nothing like having a cockroach in your meal? The quality or quantity of food isn't even a part of the problem addressed

      • edgar28 on 20/05/2014 - 17:28

        I never go back to "free" food in general, just worried that extra ingredients would be introduced specially for such event……

    • shaiguy on 19/05/2014 - 20:03
      +3

      Well done Will in managing this. It is unbelievable how much you need to undertake to sort out such a minor issue. I have never been to PappaRich but am impressed by the feedback you have given. You are a business trying to focus on making food rather than being critiqued for interpretation of wording.

      I am going to go against the grain a bit here and would have thought that without specifying whether it was entree or not that everything would have been just assumed to be a main meal. It's just like if someone were to order 2 x rotis (does that mean they get neither free as they're not deemed to be mains?). Furthermore on the menu it states which are the "desserts", so except for maybe the snacks and drinks I would have classified the rest as a main.

      Some people just need to relax a bit, I have had the Entertainment Book for 10+ years and also sell them on behalf of a children's charity. I commend all the businesses who advertise in the Entertainment Book which actually benefits a number of extremely good causes. I hope people also take time to reflect on this when they use the Entertainment Book sometimes as well.

      To the OP, perhaps in future refer the manager or front desk person to the waitress who advised you that the rice indeed would be free and not the roti to avoid confusion. In terms of the interpretation of whether it is a main or not it is not explicitly stated on the menu so your view cannot be superimposed on them (similarly, they cannot do this to you). I would suggest that you just take PappaRich's offer as a token of good faith.

      • GnarlyKnuckles on 19/05/2014 - 21:01
        +2

        You're not 'going against the grain' Shai… It is 'clearly not clear' what is and is not a 'main' at Papparich, and importantly, they are under no obligation to classify their food in any particular way, either. What is clear, and makes this a black and white issue, is that Zoe was told one thing before agreeing to the deal, then Papparich changed the deal, after the fact (when she got to the till). This is clearly illegal, as per the Trade Practises Act.
        So there is actually no grey area here, and it does not all come down to semantics, nor does it depend on what is or is not a 'main' (or who has what for breakfast in what countries … LMAO), and the wording in the entertainment book is also rendered irrelevant IN THIS PARTICULAR CASE.
        The absolutely overriding factor in this case is that Zoe was assured of one thing when the 'contract to pay' was made, but Papparich welched on that contract/agreement when it came time to pay. That's all that needs to be considered, in this particular case.
        And I agree with you, I reckon Will has done a great job of dealing with this.

        • grasstown on 19/05/2014 - 21:20

          The issue isnt 'main or not main'. The issue is that between two mains, you get the less expensive of the two as complimentary, regardless of how many mains were ordered. you get to choose the two mains that you are applying the coupon to. Pappa chose to incorrectly interpret it as the lesser of all the mains rather than the lesser of the two mains that the condition applies to.

        • shaiguy on 20/05/2014 - 10:20

          I agree the core issue is that one person said one thing and then when it came to paying this was not the case. That is really the core issue - the whole ambiguity and interpretation is really a secondary issue in this case.

    • dvd107 on 19/05/2014 - 22:53
      -5

      As per Pappa Rich - Roti is considered main as it is Malaysian's staple meal, just like rice and noodles.

      2 complimentary Rotis? haha

      You lost so much respect here over $6…disgusting.

      • juventino on 20/05/2014 - 03:26
        +1

        Being staple doesn't always equal to being a Main meal. What OP ordered ( roti with sauce) wasn't a main meal material, it was entree or snack at best.

        Just like bread being a staple in Australia, I won't call bread with mayo a main meal

        Noodles with dark soy sauce isn't a main meal either, same goes with rice and a serve of curry sauce.

        Staple can be a main meal depending on 1) the size AND 2)other numerous ingredients accompanying the staple.

        If OP ordered Roti with side dishes of veggies, sauce and meat, it will definitely be a main meal.

    • ronnknee on 21/05/2014 - 10:30

      Good on you, Will.

  • Janko on 19/05/2014 - 20:12

    I simply would have just given them $5.10 less (and omitted any tip). Let them sort it out.

  • zoecot on 19/05/2014 - 21:33
    +10

    Dear all, Thanks for all the support and discussion, I have replied Will.

    Dear Will,

    Thank you for taking time to reading my post and replying on both the facebook and on the ozbargain forum; really appreciate it.
    I do agree there is some grey area on the entertainment book T&C's and you might need to further investigate with them; then pass the information to all your staffs to avoid any confusion.

    Some people might think this is too naive/crazy to bring this small $5 issue into such level. However, I would like to explain that:-
    1. This is not the $5 issue; this is because different information has been given from different staffs and upset me a little bit. I try to explain myself on the spot but the counter lady fail to explain to me. Looking at the long queue outside, my boyfriend just paid the bill and we left.
    2. I posted on the PappaRich's facebook wall once I stepped out the shop and my post has been deleted by your page immediately without any follow up private message which make me think my feedback has been ignored. At this point I was upset and disappointed.
    3. I facebook PM the PappaRich page and has been replied with "definition of the roti" … You can imagine how disappointed I am and at the same time getting quite angry.
    4. Since my complaint has not been treated in a reasonable customer service standard; I have no choice but to put on my facebook page and the ozbargain forum to seek advise.

    I have brought entertainment book for 5 years and never have any issue. And to be honest, I have never complained any other business on ozbargain or other forum as this is just not my way to deal with things. This is my first time as it was up to the point that I felt hopeless to communicate with PappaRich as no one listen.

    Please note that my boyfriend and I truly enjoy the dinner (until we pay the bill). We are more happy to come back for visit later on with the complimentary meals offer. bla bla bla [deleted due to personal details]

    Once again, much appreciate on your reply and your effort to look into my case. Hopefully I did not cause too much trouble for PappaRich.

    • GnarlyKnuckles on 20/05/2014 - 00:42
      +1

      That's a great email that you've sent to Will, Zoe. While it's not 'grammatically perfect' [nothing is in this "SMS-era"], all the right sentiments are explained very clearly therein.
      May all your future meals be enjoyable :-)

      • ozAzn on 20/05/2014 - 18:03
        +5

        Looks pretty international to me…
        http://papparich.net.au/about/

        • shaiguy on 23/05/2014 - 11:15

          You do realise it is a franchise based model right?

      • tikei on 20/05/2014 - 21:46

        if I were in their shoes, I would have deleted your post as well. It is not like they have a massive marketing budget and Facebook is one of their only outlets.

        Wise businesses would try and turn a negative experience from customers into a positive one IN PUBLIC to show the world how they care about rectifying matters and aim to provide good customer service, etc.. Like what Will did above. He posted on OZB instead of just private mailing op. He certainly earned points for Paparich there.

        • shaiguy on 23/05/2014 - 11:21

          Facebook is their own marketing medium and like I said put yourself in the position of a business owner. It is your own Facebook page which you are using for marketing - there are always going to be people who are not satisfied. Utilise a review site like eatability, urbanspoon etc. to raise these issues - Businesses have the right of reply on these forums as well.

        • tikei on 26/05/2014 - 16:24

          there are always going to be people who are not satisfied.

          so that makes it ok to ignore and delete customers' complaints?

          Why should the op put herself into the shoes of the business owner? They were the ones who gave her bad service in the first place. Just because they are a small/med business doesn't give them an excuse to ignore customers' issues. They are a business after all; customer pays, business provides, it's a contractual obligation. If the delivered goods/service is not up to par, customer has a right to complain anywhere they want. No need to put themselves in anyone's shoes.

          Businesses have the right of reply on these forums as well.

          Yeah, but we all know the reason why Will is posting here. He's doing damage control. The damage that they caused by ignoring op.

    • mcsmark on 20/05/2014 - 16:27
      +1

      Great job Zoe!
      Glad that it seems to be sorted.

      Perhaps you should update the original post, so not to cause too much more trouble for PappaRich. I was still raging internally (gotta be quiet in my office), till i saw this post.

      Great work, its efforts like this that make me happy to be part of the OzB community. ^_^

      • zoecot on 21/05/2014 - 23:29
        +1

        it is now updated :)

  • Freakycat on 19/05/2014 - 21:59
    +1

    I bought Entertainment book every year and never used their voucher. But I spent full price in their Chatswood store and the food was like cheap fast food in Malaysia. Definitely not worth the price stated on their menu, especially that fried chicken skin, so much saturated fat… Some of my hubby's Malaysian relative tried it in Malaysia and said the food wasn't tasty at all. Don't waste your money there.

    • GnarlyKnuckles on 20/05/2014 - 14:30
      +2

      Erm, hey Freako, was your comment that the fried chicken skin contained too much saturated fat intended to be a joke, cause if so, you forgot to add the little winky smiley face thingy… Chicken skin essentially is saturated fat, even before you fry it. So it's simply not possible to have it any other way. It'd be like ordering a deep-fried Mars-bar, but asking them to make it fat-free and sugar-free ;-)
      Personally, I love their fried chicken skin. Of course I wouldn't recommend eating it every day, but that pretty much applies for almost all fast-food (I suppose Subway would be an exception… most of that stuff actually looks healthy).

  • dvd107 on 19/05/2014 - 23:01
    +3

    Pretty poor form by Papparich..will be posting this link on Urbanspoon to warn other potential Entertainment Book users.

    • ryf on 20/05/2014 - 00:33

      What do you mean poor form? Did you not read the above comment?

      • gimli on 20/05/2014 - 20:27
        -1

        Meh. Let's mass negate them on urban spoon.

      • dvd107 on 20/05/2014 - 23:16
        +6

        Only decided to respond AFTER it got posted on Ozbargain. OP got treated like dirt privately prior.

        • [Deactivated] on 20/05/2014 - 23:57
          +7

          My thoughts exactly. If OP did not publicly announce in ozb how poorly she was treated, the owners of papa rich probably wouldn't even care (as they did by deleting her comment on fb). No respect. The owners are just taking standard mitigation procedures to protect their reputation, doubt they could care less if she lost that $6 or even for the principle of 'main' or 'entree' meals.

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