Kayden Marcus P.
Yelp
I want to share some feedback about my experiences at Manam's SM Clark branch, hoping it helps improve customer service. Unfortunately, both visits I had here fell short of expectations, especially compared to the warm, attentive service I've experienced at other Manam branches.
On our first visit at SM Clark branch, it was just me, my husband, and my son. The receptionist we encountered didn't seem welcoming. She gave the impression that she wasn't particularly concerned whether we waited or left, perhaps because the place was busy. I initially brushed it off, thinking she might have been having a bad day.
A month later, which is today, around 1:30-2pm (Jan 12, 2025) we returned with a larger group of 13 family members, hoping for a better experience. Upon arrival, we were informed we were 7th in line and would need to wait about 30-40 minutes. That was fine, and we patiently waited. After about 20-30 minutes, we were called, but then told we'd need to sit at separate tables. We politely declined, as sharing food in such a setup would be inconvenient.
Even after waiting longer, no arrangement was made for us, and we noticed a group of 10 and another group of 5 being seated. Frustrated, we decided to leave. When I informed the receptionist to cancel our request for seating, she simply nodded. There was no apology, acknowledgment, or empathy--a simple "sorry for the inconvenience" would have made a difference.
This poor service left a bad impression, especially since your their other branches excel in hospitality. Small gestures like a warm greeting, proactive communication about wait times, and making guests feel valued--these go a long way.
Creating a sense of care and effort, even during busy times, can turn waiting into a bearable experience. Instead, we felt as though our presence didn't matter.
I hope this feedback helps improve service at this branch. Your great food deserves equally great customer care!