Shakey's Pizza Parlor — Restaurant in Tacloban

Ordered a classic cheese pizza, plus I paid extra to add cheddar cheese. This is a simple order and is a part of their menu. When I received the bill, it just said "add extra cheese". It did not say "add cheddar cheese". When I went to confirm with the staff, the woman said it was not possible to add cheddar cheese to a pizza, so she went ahead and changed my order to add extra mozzarella instead. She did this without notifying me. I told her she was wrong, that it was possible to add cheddar cheese, and I actually pointed it out on her computer (there was a big button that said "add cheddar" which she said she did not see before). Within minutes of this, they brought out my pizza, but I had no way of knowing which pizza I received; the first incorrect order that she sent to the kitchen, or the 2nd corrected order. And quite frankly, I did not trust anything they said at this point. One manager in particular was extremely uninterested in hearing anything I had to say.

Next, my the person I was with had ordered the seafood marinara pasta. We were told it would take 15-25 minutes to serve our order. After 45 minutes, we still had not heard anything. When she got up and asked the staff what the status of her pasta order was, the employee reached behind the counter and grabbed it. It had been sitting there unattended for who knows how long. No one remembered to bring it to us. The pasta was half cold.

Overall, this was a horrible experience. We had a very simple order and yet it turned into a nightmare.

1- If you think a customer order is not possible, you must confirm with them before substituting something else.

2- If your employees had actually been trained properly, she would have known it was possible to add cheddar cheese to a pizza.

3- Forgetting a customer order as it sits on the counter getting cold is completely unacceptable.

4- Rude/uninterested management. (not every employee was bad....

This was by far the worst customer service I’ve ever experienced at a restaurant. We were seated and had to wait an unreasonable amount of time just to receive the menu. After finishing our meal, we repeatedly asked for the bill, only to be told "wait la, Ma'am" each time. Meanwhile, the staff continued prioritizing new customers—welcoming them, setting up tables, and taking orders—while blatantly ignoring our requests.

Despite reminding them several times, we were still disregarded for a full 10 minutes. It wasn’t until we stood up to leave that someone finally decided to process our bill. The staff member offered a half-hearted apology, saying, “Sorry Ma’am, na-focus po kasi kami sa pag-attend ng orders.”

That is not an acceptable excuse. It is your responsibility to ensure that guests who have completed their meal are attended to promptly. Time is valuable, and no customer should have to chase down staff just to settle a bill.

This part of your service needs serious improvement. Ignoring paying customers is simply...

I’m writing to express my disappointment with the service we received during our recent visit.

It was frustrating and upsetting to be ignored, especially as we were hoping for a relaxing meal with our family. Instead of assisting us or taking our order, we were told we could not be accommodated without any clear explanation or effort to help. We felt dismissed and unwelcome, which is not what we expected from a family-friendly place like Shakey’s. Booo to the staff of shakeys robinsons! nakakahighblood duru!!!!

We’ve always enjoyed Shakey’s, which is why this experience was so disappointing. I hope this issue can be addressed to future guests—especially families with small children—are treated with more attention...