Shakey’s has responded to the viral post of news anchor Julius Babao sharing how he found that the pizza they ordered from a branch of the establishment still had plastic on it when it was cooked and served.
The veteran anchor tagged DTI Philippines in his post before it was shared by netizens and picked up by different media outlets.
The pizza franchise directly responded to the Facebook post and apologized for the unfortunate incident. They also explained their side of matter and vowed to investigate the matter to prevent a repeat of the incident.
Dear Mr. Julius Babao,
Thank you for calling our attention on your delivery experience with one of our stores. We sincerely apologize for this unfortunate incident. We acknowledge that a mistake had been made by our staff and we will take this as an opportunity to learn and do better.
We appreciate that you took our call last night and we appreciate your concern for our staff. We are currently undergoing a thorough and fair investigation to understand exactly what transpired, so we can reinforce our systems and procedures to prevent incidents like this from happening again, for any of our guests.
Our freshly-made pizza crusts are placed with a food-grade glassine sheet that separates pizza crusts from each other, ensuring that the crusts don’t stick to each other before pizza preparation. Unfortunately our crew member failed to remove the sheet prior to adding the cheese and toppings in this instance.
Guest safety and guest satisfaction is very important to us and we hope to make things right. While it will not fully make up for the frustration it caused you, allow us to replace and redeliver your order free of charge, which is the immediate standard procedure that we do with any of our guests.
We hope you would accept this and our sincerest apologies from the whole Shakey’s family.