Jollibee Lancaster — Restaurant in Imus

There are more than enough staff and managers but the service is very poor. The manager should learn customer service. I bought a bucket of chicken via drive thru and it was very clear that i requested for thigh parts. The order taker who is the cashier also in the drive thru confirmed that thigh part is available but I have to wait for 15mins. I park my car and wait for almost 45mins. After my long wait, the crew then finally brought my order in the parking area. I asked the crew if the bucket of chicken were all thigh part. I got surprise when the crew said, that he dont know since his manager just asked him to bring it to me. I told the crew to please check with his manager. After checking with his manager, the crew went back to me and said, "wala na pong thigh part". I was shock to hear that after waiting 3x of the promise time to give my order, I will just simply receive an answer "wala ng thigh part". I went inside your store and look for the manager. I was really irritated because the manager is insisting that I have two options only, to accept what is available or to return my payment. He was not even bother despite of knowing I was waiting for 45mins and at the end, I will still get what is only available. I believe Jollibee has an excellent service training program. But the way I see it, this is just a training program that you can never see in actual operations. Sometimes I am thinking jollibee is no longer care on customer satisfaction since they have lots of customers already and the managers and staff specially in lancaster is not working with passion but instead a 15th and 30th employees only. I hope Jollibee will still remember when they started in the business that every single customer is very important to them. If you still care your customers, filter your employees specially in your lancaster branch and remove those who are not deserving to work in the hospitality industry. Since this was happened, me and my entire family never tried to go back to any of jollibee stores due to bad...

"Jeric To The Rescue"

Coming from Manila to check my in-laws soon to be go to house in this area.

Majority was craving for their own Jollibee's fav - palabok, Amazing Aloha, ChickenJoy, so we ended up here.

So easy to find & parking was a swift. Overall, the place is very clean & organize.

It was past lunch time, a bit busy but only one counter is open, I notice, maybe they are changing shift as I sense some endorsements going on.

My first (local) Jollibee visit, a decade after, it was pretty smooth the transaction that is & paid via GCAsh.

Then . . . Our order came. I was expecting the same as in Jollibee USA (Chicago) they only have dark meats. Well unfortunately, forgot to request for the chicken parts but it would have been helpful if I was given the option. We move on with our white meat parts.

Opps, Filipino po, they forgot to give our rice & extra . . . My cuz went back to the counter & immediately provided with the kanin we need.

Then my Cuz can't believe how small the Amazing Aloha was . . . That it was also spicy 📛🔥🥵

The cashier, who should be very familiar w/ their own product should have asked me ( as I was not aware) for size & all the Amazing Aloha options. Not to assume that we want it small/Jr then spicy... Again, we patiently ready to move-on, just thinkin' as help to this industry who have been affected by the pandemic...

BOOM! A hero named Jeric (Sup or Manager) , came to the rescue. Immediately, upgraded my Cuz Amazing Aloha to her liking plus provided IceCold water to quench the burning sensation.

Jeric, Maraming Salamat ! Kung sa iba yan deadma na kami & malamang kasalanan pa namin but hindi, you took ownership & provided us with A1 solution! Humayo at Magparami . . .

Patuloy pa rin kaming...

I genuinely don't know what's more disturbing being completely ignored while im right in front of employees mid-shift, or watching them carry on personal conversations as though I was invisible. There was no greeting, no acknowledgment, no basic customer engagement. Im just there, in plain sight, as they laughed and chatted behind the counter, glancing my way with full awareness and choosing to do nothing.

This isn't just poor service. This is active disrespect. The kind that reflects a culture issue within this branch. When a customer feels like an unwelcome interruption to your day you’ve already failed at the bare minimum standard of retail interaction.

The slow service only adds to the frustration. Even a simple order takes an inordinate amount of time, making the experience even more trying. To top it all off, the environment outside is unsettling, with individuals who make you feel unsafe and uncomfortable while trying to enjoy your meal.

Management should be deeply concerned. If this is the norm, it's only a matter of time before this branch suffers reputational damage. Your team doesn’t need retraining they need reminding that customers are the reason they have...