Leylam — Restaurant in Cebu

This would’ve been 5 stars, but I wasn’t satisfied with how the manager handled my complaint about the melted pita.

TLDR; customer service wasn’t great.

I love their cheesy melted pita—it’s what I always order when I eat here, so I know its usual taste. An hour ago, I ordered my usual combo: melted pita and Leylam wrap. The wrap was good as always, but the pita tasted off—it smelled like aged coconut oil. I reported it to the staff, who then informed the manager. From the office, the manager asked, “Unsa ganahan siyag refund?” before coming out to speak with me.

I explained that the pita tasted unusual and had a weird smell. She said it must’ve been the beef. I reiterated it smelled like aged coconut oil, but she got defensive and insisted they don’t use coconut oil, saying there was nothing wrong with it. I went back to my seat to try it again—it still smelled, so I didn’t take another bite.

I meant no harm with my complaint—I just wanted to be compensated as a paying customer. As we were tidying up, I was about to write something down when the manager approached with a suggestion form. I explained again that I always order the same thing and this was different. She then said they were experimenting with the sauce (though the issue was clearly with the pita). I still filled out the form and brought the unfinished pita to the counter, hoping for a replacement or refund—neither was offered. The manager just said, “Ay di sya pwede, ma’am,” which meant I paid for something I couldn’t even eat. 130 pesos may not be much, but as a student, it matters.

I just hope the management does better next time—and that they don’t encounter someone who’ll give them a harder...

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