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
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Comments

  • cruise control on 20/05/2014 - 10:18

    Does papa rich's menu distinguish the mains & the entrees? If the Roti is listed under "entree", then it should not be counted as a main. If it is blended in with the mains, then it's a bit tricky.
    Glad the issue got resolved. The squeaky wheel get the grease!

    • GnarlyKnuckles on 21/05/2014 - 03:00

      Awww carn' Cruiser "et al.", can yer nae 'read up' a bit (i.e., check the above posts) before posting? This exact issue has been posed/analysed/discussed about fifty-million times in this post already… even though, as the post directly below correctly notes, it is essentially irrelevant in this case.

  • Splashtash on 20/05/2014 - 20:40

    Very simple ~ if what was already agreed then u should follow through with it and say hey look Im only going to pay you for this amount or nothing. then walk out

  • puremajik on 20/05/2014 - 23:04
    +3

    You have no obligation to tell the restaurant prior to ordering if you have or intend to use an entertainment book coupon.

    • GnarlyKnuckles on 21/05/2014 - 03:05

      That is correct P-Maj, but I reckon it may be wisest to do so in some circumstances… so that the joint cannae hit you with their own interpretation of the (somewhat ambiguous) Entertainment Book wording, when it comes time to pay.

  • tsuyoku on 21/05/2014 - 11:34
    +4

    Why anyone would want to support such businesses with these piss poor practices is beyond me. Even more surprising are those who came in defending their practices. Let's be clear here, they're NOT here to spread the love of good food or whatever, they're just here to make the most profit.

    I quote from their website, "Everyone loves the word Papa, someone whom you can easily relate to and remember whilst being close to your heart. As for the word Rich, “Doesn’t everyone want to be Rich especially a Rich Pappa” Rich Tan quips!"

    Well, there's nothing wrong with wanting to make a profit, afterall it's what businesses do, but I take issue with it when they care about nothing else.

    Are some ppl here too blind to see that the OP's subsequent mails were ignored until they realised that this post was starting to gain them some unwanted attention? If that PR monkey of theirs (Will) was genuine about providing the 2 free meals, he could've done that much earlier AND through PM with the OP on Facebook. Him coming in here and making it public reeks of insincerity & is clearly an opportunistic one.

    Their initial replies to the OP are the typical standard replies that all shoddy businesses give. They showed no hint of wanting to provide a solution or solve the problem at hand, quick to shift the blame (they're basically saying Entertainment book is at fault & that's that), have no sense of accountability & take no responsibility (for the verbal confirmation provided to the OP by their staff).

    I won't be surprised if they're now informing their staff to tell diners only the cheapest meal applies to the Entertainment book offer, rather than seek a proper confirmation with Entertainment book.

    Bottom Line: Such businesses are not problem solvers, & care nothing except for maximum profits. Most importantly, they lack the single most important trait which I think all humans/businesses should live by.."One should treat others as one would like others to treat oneself".

    Like the OP, I totally agree that it's not the dollar value that's in question here, it's the principle. If I were the OP, I'd refuse the free meals & lodge a formal complaint with the appropriate business bodies.

  • richmond12 on 21/05/2014 - 11:55

    Side note - but same Paparich Broadway.

    They say they close at 9pm on their website.

    Get there 8.55pm. Fail - they say we really "close" at 8.45pm.

    Sigh at all that effort - seems like they are doing to well to really care.

  • [Deactivated] on 21/05/2014 - 12:34
    +12

    Poor business practices by this company.

    I have a student discount card that entitle me to a free drink with any main from pappa rich. I went there a few months back, and when I clarified with the waiter about the free drink, he specifically told me that prata/roti is not a main, therefore i can't redeem my free drink.

    I should visit again today and show them this web page.

    • cruise control on 21/05/2014 - 14:08
      +2

      My impression is that papa rich doesn't care about irate customers, unless if the customers kick up a fuss. when the reputation of papa rich is in danger after the customer tells others about it, they finally get someone to sort out the issue.

    • tsuyoku on 21/05/2014 - 14:36
      +1

      This clearly shows that they're perfectly aware of what they're doing!

      So it's not considered a main if there's a student discount for a free drink, but it's a main when it comes to the entrainment book voucher?!

      For those of you who were defending their actions, maybe it's about time you re-evaluate your decision and stop being so naive. They're clearly taking their customers as idiots.

      After reading the above comment by tye87, I'm even more pissed off now by their arrogance in their initial reply explaining how roti is considered a staple food, hence it being a main. These clowns can twist and manipulate anything as long as it benefits them!

    • [Deactivated] on 21/05/2014 - 15:47

      Oooh things get a little more interesting!

      If you do visit them again, please let us know what happens when you order roti and try to get a free drink with your card. Would love to know what happens lol

  • daidragon12 on 21/05/2014 - 14:38
    +4

    I'm a Malaysian and roti is definitely not a main dish

    • DHunter on 21/05/2014 - 15:52

      Agreed! They were just making excuses, like some other restaurants (Ajisen Ramen) that I went to, refused to give me 25% off my total bill like what the voucher stated just because I ordered combo meal instead of just ramen. Makes me thinking if I should buy another entertainment book or not

      • edgar28 on 21/05/2014 - 17:15

        unfortunately those bad seeds already stopped me from buying the booklet…….

  • mooreshady on 21/05/2014 - 14:45
    +3

    a few words sum up. F… Papparich. Never go back there. Go to Mamak or Fafah or even laksa king, much better than papparich, don't even know what's the fuss about it, speaking from a Malaysian.

    • edgar28 on 21/05/2014 - 17:16

      yeah in Malaysia it's "high class" to eat and have chit chat there than the road side…… i still prefer the road side stalls. I'm not going to join the "high class" crowd that waste their money on the "atmoshphere" and show off to people that I ate there bla bla conversation. Save your money for better use.

    • cloudy on 21/05/2014 - 19:40

      Whilst I'm not a fan of papa rich in Australia, I think comparing them to some of the aforementioned puts them at a new low lol

      No one with black hair goes to Laksa king, do they?

  • bluesky on 21/05/2014 - 19:03

    Number of years ago, a similar thing happened to me. Ate at this rather plush Vietnamese joint at Box Hill, Melbourne. We ordered main dishes to share, and flavoured rice (costing $2-3 per bowl). When it came time to pay, the staff (perhaps owner?) deducted one flavoured rice amount from bill - arguing that in Vietnamese culture the rice is a main. I rang Entertainment to complain, and the personnel assured me someone will be sent to the business to "educate" them what is the generally accepted meaning of the deal. Of course, Entertainment might have done nothing after I hang up - but surely, such issues would taint Entertainment's reputation as well, if they do not address them. The business was no longer in Entertainment Book next year, and no longer in business after a while.

    • McFly on 23/05/2014 - 16:46
      +1

      The business was no longer in Entertainment Book next year, and no longer in business after a while.

      People who start a restaurant and have no idea about customer service shouldn't have bothered in the first place.

  • turbo77 on 21/05/2014 - 19:09
    +1

    Papparich is so over rated and there should be a place the makes it and sell it at street prices like say $5bucks or so?

    • ronnknee on 22/05/2014 - 16:03

      How would a restaurant owner ever pay for overheads like rent, wages, utilities AND make a profit at those low prices? You're better off eating at McDonald's or Hungry Jack's with that $5.

      • edgar28 on 23/05/2014 - 14:04
        -1

        you buy instant roti only cost you 30 cents, pan heat without butter or oil + 5 min cooking ……

        seems not harder than the 2 dollars mayo burgers from Mc. Heading off to Mac 2 dollars burger!

        • juventino on 23/05/2014 - 18:44

          can I please order one serve from you then ? I'll pay you 3 dollars. More expensive than McD mayo burgers right?.

          I want it in a plate though. With the utensils. And a napkin. And a glass of water. A waiter to take and serve my order. A place to sit, preferably in a booth with comfy leather seat.

        • edgar28 on 28/05/2014 - 12:25

          well …… not quite of that full setting.
          I was served at $3.50 before. with a plate, napkin, utensils, water is self serve or if the boss is free to serve you.

          so Paparip charging at 10.90 is a bit steep…

  • zoecot on 21/05/2014 - 20:04
    +11

    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.

    Regards,
    Zoe Chan

    • chir0nex on 21/05/2014 - 21:38

      Good work!

      I will let you know how if PappaRich have learnt from this - i have an Entertainment Book Voucher that i will use with them (probably Doncaster branch).
      I will order 2 mains and a Roti as well, and will report back on how i go!

      Never had any problems with my EB in the past, and i use it a lot! Sad to see PappaRich has problems with it, a pity because i normally frequent there and would hate for a bad experience to put me off going in future.

    • JepunK on 21/05/2014 - 22:02
      +1

      hahaha that's $50 back in their register

      • edgar28 on 22/05/2014 - 01:20

        u sure? donated money got a tax break only, that's 15 dollars. Unless they donate to themselves

    • edgar28 on 22/05/2014 - 01:27
      +1

      I would think they would not donate the money. To produce a 50 dollars meal cost them (just say 15 dollars), they declare the 50 dollars voucher under promotion, will get back the 15 dollars under tax. (30%)

      if they donate the 50 dollars, and get back from tax (15 dollars) they still lose 35 dollars.

      so they would explain voucher is a voucher, unless they donated the voucher than real cash.

      • zoecot on 22/05/2014 - 15:41
        +4

        They donated the $50, I got the receipt this morning :)

        • bluedufflecoat on 22/05/2014 - 17:09

          That's awesome.

          Hmm, was it made in your name, or theirs?

          Assuming they can use it as a tax deduction, real cost to them is $35.
          Maybe it is about the same, or less, if you had taken them up on their voucher.

          Good on you anyway. :)

    • Roney on 22/05/2014 - 12:40

      What if you dont get the receipt from the Pappa Broadway?? They are likely type who'd donate the plain roti if not bugger all.

  • milfey on 22/05/2014 - 14:00
    +3

    Sounds like PappaRich only decided to take you seriously once they believed this incident had garnered enough publicity. It happens so often with all sorts of companies and I am glad that there are people like OP to put in the effort to publicise these deceptive acts.

    • ronnknee on 22/05/2014 - 15:55
      -1

      To be fair, there are two people in OP's story who she interacted that made it a bad experience: 1. the check-out person; 2. the admin of PappaRich's Facebook page. The reasons are obvious. It's only until Will was made aware of this thread that he could actually do something about it as previously, the matter was not directly taken to upper management and therefore they weren't given the opportunity. It's these two people who make the company look bad; I wouldn't generalise for the whole company.

  • ronnknee on 22/05/2014 - 15:26

    Disregarding all the negativity in this thread, I can't find the PappaRich coupon. Is it in the 2013/2014 or 2014/2015 edition?

    • zoecot on 22/05/2014 - 15:39

      This is at the 14/15 new EB

  • Pacify on 22/05/2014 - 16:30
    +1

    The only question I have is whats a Roti?

  • Baysew on 22/05/2014 - 19:20
    +1

    Roti

    • bluesky on 26/05/2014 - 16:59

      very cool! :-)

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