Thursday 26 July 2012, around 6:30pm, Ramadan. We are aware that we could not eat anything yet in public. My husband approached one guy in Toast Cafe in the Mall of the Emirates
foodcourt (we were told his name is Joshua) if we can still order for takeaway. He shook his head and said no. Just to doublecheck, I asked one girl who was cleaning the glass on their counter where the food was placed and asked her the same thing if they serve for takeaway even for the cakes and pastries. She said yes but then for some reason she directed me to the same
guy (Joshua) to verify. He told the same thing that since it is Ramadan, they are not
allowed to serve and they do not have the permit to serve. After maybe breaking fast or
around 6:45pm they can serve. So we left the mall but since I was craving for their
chocolate cake, we decided to stay around and wait til fast is broken so we can order.
We were walking around the mall just within the vicinity of Toast Cafe when we decided to
just sit and wait near their stall. We were walking back towards Toast Cafe and suddenly we
saw that there was one lady ordering from them and had a takeaway bag ready and was about
to give her payment. It was around 6:43 pm and we walked back to their stall again. My
husband asked the same guy (Joshua) why we were told that they do not serve until fast is
broken when we saw that they were giving the lady her takeaway order. The employee was
arguing with my husband and asking him back "am i the one serving?" It was ridiculous to
hear this answer from him and the way he kept repeating that same line (AM I THE ONE SERVING?) really got to our nerves. We have come to a conclusion that maybe he did not
understand our question and he does not understand simple English. I spoke to him in our
language (Tagalog) and I told him "Yes, we understand you are not the one responsible for serving the customers, but what we were asking about is if you (Toast Cafe) serve takeaway? We are not asking if it is YOU YOURSELF who does the serving but we were asking in general if takeaway is allowed at this time?" We felt we were treated badly by receiving this type of service wherein someone of another nationality can freely order for takeaway when we also wanted to order a slice of cake from their store. We asked a simple question and unfortunately, we had to speak to someone who does not understand English.
To the Manager of Toast Cafe, "Mr. Safa" (if that really is the name of the Manager as what was told to us by the lady who might be the one in charge of that branch), please hire competent and knowledgeable employees who understand basic English and who can comprehend simple questions that do not require rocket science or formulating complicated equations. There is an absence of basic good customer service and comprehension skills among some staff in the Mall of the Emirates branch. First, with that guy (Joshua) who kept asking my husband the same question "AM I THE ONE SERVING?", and second, the other girl who was wiping the glass food counter, who said the right thing by mentioning that they do serve takeaway but then she had to direct me to JOSHUA for God knows what reason.
We might only be 2 ordinary Residents of Dubai and customers who frequent Mall of the Emirates but we know our rights when it comes to receiving service from the food stores, etc. We can tell TOAST CAFE that you have lost 2 customers but you have not, as we will still come back to this branch and order something from time to time (I loved your chocolate cake anyway, and that guy is not good enough a reason not to order this cake). We will come back but we would prefer not to be "served" by JOSHUA at all. We just want to share this terrible experience to those who might
chance upon reading this review.
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