Dear Mr Mukesh Bhagwandas Sajnani,
I am writing to express my displeasure at the food and service offered by BreadKraft, at 15, Sunswept Bldg, Lokhandwala Complex, Andheri (W), Mumbai - 400053.
On Thursday, 22nd December 2011, my friend and I visited the BreadKraft outlet located at the above mentioned address. We ordered one chicken cheese Franky which we intended to share between us. I politely requested the attendant who was preparing the Frankies to kindly slice the Franky into two, to which he brusquely told me he wouldn't do it, especially as others would see and would ask for the same favor. According to me, it was extremely discourteous of him to turn down such a simple request of mine, particularly when other restaurants and snack bars do it. Nonetheless, not wanting to create an unpleasant situation, I told the staff that it was fine.
We received our Frankie, which unfortunately, was over salted and after a couple of bites, I almost started choking as a chicken bone was lodged into my throat. With great difficulty, I managed to forcibly spit it out, only to find a 2 inch chicken bone in my hand. I was extremely disgusted at its sight and the thought of it in my Frankie was appalling. I immediately rushed to the gentleman giving out the snack coupons and anxiously reported the incident, to which he very disinterestedly said ''The bone must have gone into the food, so what?'' I couldn't believe he had such a callous attitude and I asked to speak to the Manager. He pointed out to a man, who was not in the Red colored breadkraft uniform and said he was the Manager. I rushed to that person and explained the situation to him. Shockingly he said to me '' We have hired new staff and things like this happens time to time, no big deal'' and he then turned his face and walked away. My jaw dropped to see such lack of botheration and concern towards a customer complaint, especially from a Manager. This attitude of your employees clearly shows how much you respect your customers and the despicable level of service you offer them.
I myself am a manager with a leading international airline and service is one of our company's top priorities. Honestly, I wasn't impressed with that offered on my visit to your restaurant that day. With this email, I have attached a snaps of the chicken bone taken outside your shop as evidence.
I doubt I will ever want to eat anything from breadkraft again and after my experience today, I am not sure if I will want to patronize your services in the future, unless there is someway you can convince me otherwise and restore my confidence in your organization.
I expect a prompt reply to my grievance and this issue dealt with on high priority.
Mr Leslie D'Mello