Shakey's Pizza Parlor - Marcos Highway, Antipolo — Restaurant in Rizal

here is a rundown of events for my order last night, 04-March-2023:

i placed the order and paid via debit card prior to 8PM. i waited for SMS messages from Shakey's, but none arrived -- no "Delivery in 59 Mins," "Your order is being processed," "Your order is dispatched," "Track or contact your rider," "Your order has arrived" messages, not even the "Enjoyed your Shakeys?" survey link. nothing!

as indicated in the Special Instructions, the order was meant as a birthday gift. the order was to be delivered by 1215AM of 05-March-2023.

a few minutes before the deadline, the order arrived at SM Cherry-Antipolo. the recipient then called me as there was a problem: the rider said that the food was yet to be paid, and as a result, neither the recipient nor his fellow guards on duty dared to touch the food since none of them had the funds to foot the bill.

i immediately called Shakey's customer service to complain. i even spoke with a supervisor, who said she'll call the Marcos Highway branch to clarify what happened. i demanded that she ask the branch manager to call me ASAP, as the whole situation was quite embarrassing. (how would you feel if you're given a gift, then upon receiving it, you're told that you have to pay for it?)

it took a while, but the Marcos Highway branch manager on duty finally called me. as expected, apologies and excuses poured out of him, pointing out that my payment wasn't reflected in their system and that he had to verify with customer service first that i did indeed pay. i expressed my disappointment and confusion with what happened. how could my payment not be reflected in their system? was there a computer glitch? (makes me wonder if there's a bug that needs to be fixed, and if so, does it affect only their branch or all Shakey's outlets?) i ended the call in a huff.

i called the recipient again to tell him that everything had been cleared and that they could start eating. but just to be sure, i asked him what was delivered. he said 2 family pizzas, 2 pasta platters and 1 1.5-liter Coke. the order was incomplete!

i immediately called the Marcos Highway branch directly and asked to speak with the manager. i told him that the delivery lacked 2 extra bottles of 1.5-liter Coke. he put me on hold to check, and when he got back on the line, he apologized, explaining that the food dispatcher failed to see the 2 extra orders of Coke. he then assured me that they'll be sending out the missed items soon. i asked if they already sent out with the first delivery the cups and bags of ice i requested. he said yes. i said okay then ended the call.

i called the recipient again to inform him that the drinks were on the way. i asked him if he already received the cups and bags of ice with the initial delivery. he said no. what does that mean? the manager lied to me!

the whole experience was disappointing, to put things lightly. and to think i was all praises for the Marcos Highway branch! it appears that they tend to sacrifice accuracy for speed. i hope they would realize -- SOON -- that rushing to ship orders on time is pointless if they are delivered incomplete.

until such time that another Shakey's branch will handle night deliveries in my area, i will refrain from ordering food from Shakey's during evenings, hunger pangs be damned.

(the text above was my e-mail to Shakey's. WeCare, their customer care division, replied the next day, the 6th, saying, as expected, that they're "sorry," that their team will be "reaching out to me," and that they'll "make things right." well, today's the 5th of april, and they still haven't done anything. maybe the division should be re-named...

Celebrated my Tita's Advance birthday with Family the other night and we dined at another Shakey's store in Marcos Highway. I have to say, customer service is really an ordinary thing with the Shakey's Team. After we dined, the manager gave my son a plush animal thanking us for dining. So much for that. Here's why I'm rating Shakey's Marcos Highway a Five star:

Their space is much wider than the one we visited about two weeks ago

The game area for kids is also wider and it has more games compared to other Shakey's store

They have 3 huge LCD sceens, perfect for watching the NBA finals or any other sports event

Similar to the Magallanes Branch, they too have the automatic wash area. Tried it and it was really nice

Bidet again in the restroom, again,...

The manager that was on duty Jan.22, 2025 past 9pm went to our table and said the missing order was only garlic toast and that will be to follow. We finish everything and just realized they didnt serve it :( We let her know and she serve it for what? Desert? We asked to include it on our take out which take an hour. I even take a picture of our food that it was ready but none of them looking after the take out. The Pizza is not even hot anymore and I even told the crew why it takes so long for them to pack the take out. My kids was about to ring the bell but told them its not just the food the we rate more so with the service.The pizza was not even hot. My brother asked for water and he needs to ask 2x. It was not even...