Saw a posting from STOMP on MOS Burgers @ Compass Point. More of a complaint actually. In short, a customer ordered Ice Peach Tea & wanted the creamer that is usually served for the Ice Milk Tea, but got rejected! The customer went to his table, but walked back to the counter again to request for the creamer. This time round, the manager came to attend, but rejected the request as well! Saying the creamer is only for orders of Ice Milk Tea?!?!?!
Ok, STOMP contacted MOS Foods for their comments, they replied the following:
“First and foremost, we would like to thank you for offering us an opportunity to explain the rationale behind to provide everyone with a better understanding on the serving of creamers for the Iced Peach Tea.
“In fact, several tests have been carried out before to test the suitability of mixing creamers with the Iced Peach Tea.
“The test results have indicated that the Peach Tea does not blend well with the creamers, and it is best that the drink is to be consumed on its own.
“As a result of these tests, we have decided to exclude Iced Peach Tea with Milk from our menu as we would like to offer the best products to our customers.
“Similar test results have indicated that the creamers blend very well with the Iced Tea, and we are glad to put the Iced Milk Tea in our menu as it is now our top selling drink.
“We would also like to thank the STOMPer for his feedback to us.
“We have offered our sincere apologies to him and have also explained to him on the rationale behind the serving of creamers.
“In fact, if our manager has explained to him on the rationale in a humble and polite manner, a reasonable customer like him would certainly respect the decision of the company’s product policy.
“We will definitely improve on our customer service and ensure that our managers are proficient in handling such incidents.
“Again we thank you for hearing our side of story,” said a MOS Foods Singapore spokesperson.
Then again, consumers threw back their “arrows”
MOS…What kind of excuses is that ?? Why you care what your customer like/want to put in their drink ?? So what the customer like to drink the peach tea with mil ?? just give the milk to the customer lah…Don’t you know that,different ppl,different taste mah..damn stupid excuses….!!!!
I think the reply from MOS burger is lame. One man meat another man poison. Unless they tell me creamer + peach tea will cause some cancer or etc… If not … why cant give creamer to the customer?
No wonder MOS burger is not popular compare to some others fastfood resturant.
My favourite of the lot seen:
I think MOS Burger must have a whole stack of reports behind their counters for customers who request for this and that … Got money to do lab test no money to give 1 sachet of creamer …
Seems like MOS doesn’t quite understand effect of “word of mouth” – (Another phase should be up since technology have advanced) 
They should come up with a more clever excuse next time.
Organizations (In SG especially!) should really start thinking in the customers’ point of view.
