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Hi May,
Thank you for your feedback! I apologize for the delivery delay. You may want to note our delivery timing is in a range of 30 mins+- from timing booked. We appreciate your comments on the generous portions, and we hope to serve you with an even better experience next time.
We look forward to serving you again soon!
Best regards,
Eileen
AT
PK
Dear Doria,
Thank you for sharing your feedback. We sincerely apologize for the inconvenience caused by the missing fried rice and the delay in our response. We understand how frustrating this must have been, especially when the kids were unable to enjoy their meal as expected.
To clarify, your booking was for 5:30 pm, and we received your feedback at 7:15 pm. Our kitchen closes at 7:00 pm, which unfortunately prevented us from fulfilling the delivery of the fried rice after that time. However, we took immediate action to resolve the situation. By 7:40 pm, we had reached out to offer a reimbursement for the rice purchase, allowing the kids to enjoy their meal sooner, and we also refunded the cost of the missing item. In total, we processed a reimbursement of $61.48 for the 10-12 pax undelivered rice in the meal set.
Regarding the self-heating packs, we appreciate your feedback and apologize for not providing clear instructions upfront. We will review our communication process to ensure that this information is shared more effectively in the future.
We value your feedback and strive to continually improve our service. We hope to have the opportunity to serve you better in the future.
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