Muhammad Najmi Bin Mohd Radhi

1-09 Blok F, Kondominium Mutiara,

Jalan Perda Barat, Bandar Baru Perda,
14000, Bukit Mertajam, Pulau Pinang
0142495451

31 May 2020

To the Manager
Route 69 Cafe
2 & 4, Lorong Perda Utama 11,
Bandar Baru Perda,
14000 Bukit Mertajam, Pulau Pinang.

Dear Sir/Madam,

Subject: Formal Letter of Complaint

On 30 May 2020, I dined in the café for iftar around 7.30 pm. Once I entered the café, the
customer greets warmly and since the pandemic of Covid-19 the staff have to check the
temperature of my body and I have to write a few details in a log book that have been
prepared there. From here, the service is good and no problem at all.

I have ordered grilled BBQ chicken, mushroom soup and pineapple juice from the menu.
The menu card is good and easy to understand. However, after I tasted my ordered menu
which is grilled BBQ chicken, the chicken is so dry, the BBQ sauce poured onto the
chicken was not taste like BBQ sauce at all, the coleslaw served as side dish taste bland
and the cutting of the vegetable too rough. Despite the good taste of instant mushroom
soup served, there are lump of soup powder in the bottom of soup bowl which showed the
soup was not stirred correctly before poured into the bowl. Fortunately, the pineapple juice
tastes good and fresh.

From the main course of grilled BBQ chicken, I could see that the cook does not know how
to make a good grill chicken since the chicken is dry as well the sauce that your café
served is not BBQ sauce. Because of that reason, my suggestion for the café is that you
as a manager have to make sure the cook is well-versed about the food that they cooked.
If they are not familiar with the menu, provide a training for them in order to ensure they
serve proper and good food to the customer. Besides, if you decided to choose instant
mushroom soup to serve to the customer, make sure the cook stirred the soup properly to
avoid any lump of powder in the soup bowl.

Besides, poor quality of food is not the only problem that your café acquired. It also come
down to one of your café cashier staff. When I am going to pay for the menu that I have
ordered, everything as fined at first but the problem come when the cashier have poor
attitude when she ask to me again what balance that she gave although it was written
clearly on the receipt. I have asked again to the cashier what amount that she entered to
the post system, and she seems confused and clueless. From her action, I knew your
cashier is not well-trained when handling customer. My suggestion is you as a manager
should trained each one of your staff on how to handle your customer appropriately and
how to overcome any problem that come promptly. Trained staff will show how great your
management really are and will heightened customer satisfaction for the café. A part from
that, your café also not implementing cashless payment like Touch & Go E-Wallet or QR
Pay Maybank while most of the restaurant in the area nearby are using those cashless
payment service as options for customer to pay for their food. Moreover, a little
technological advancement for payment system in your café will attract millennial
generation that mostly have advance smartphone and well-aware on how to use cashless
payment application to come and dine-in at your café.

I would like you to take into consideration about my complaint and suggestions in order to
improve the quality of the service of your café.

Thank you for your cooperation.

Yours sincerely

Muhammad Najmi Mohd Radhi