Singapore Swensens Ran Out Of Popular Ice Cream Flavors On New Year's Day

SINGAPORE, Jan 04, 2011 - On New Year's Day, Swensen's Bukit Panjang Plaza ran out of popular ice cream flavors

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On a public holiday, New Year's Day, hundreds of families flocked to restaurants like Swensens and looked forward to having an enjoyable time at these locations.

Swensens was first founded in 1948, and has been widely publicized as an ice cream restaurant. The world today has come to know the brand for providing high quality ice cream and a pleasant dining experience.

However, on the 1st of Jan, 2011, something extraordinary happened. A Swensen's restaurant located in Bukit Panjang Plaza ran out of popular ice cream flavors. Three of the most popular ice cream flavors ran out during lunch time - chocolate, vanilla and cookies and cream.

"We looked forward to having a good time at Swensens during New Year's Day but our day was ruined when the waitresses had to repeatedly come back to us to let us know that they have run out of ice cream," complained a disappointed customer. "In the end, we left the restaurant unhappily as the waitresses were also quite rude to us."

"When we went back and sent an email to Swensens letting them know what had happened, we received a generic email from a Company representative, which sounded highly patronizing," said the customer.

The contents of the email as below.

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"We refer to your email relating to us your recent experience at Swensen's Bukit Panjang Plaza.

We sincerely apologize for the poor service you received and we would like to assure you that we are taking the reported matter very seriously, though the unprofessional circumstances described were isolated and will be addressed accordingly. With the feedback received from yourself, we have since taken all the necessary steps including retraining, counseling to ensure that all the staff are well equipped with the relevant skills and be instilled with the right attitude.

We hope this incident will not deter you from visiting us, and we look forward to serving you better again soon."

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Nowhere in the email did the representative cite specific actions that they were going to take, and who was being held responsible for destroying the Swensen's credible brand.

Contents of the email reply included general responses like "retraining", and "counseling". When asked further about the specific details of such "retraining", the Company failed to respond.

"Swensens claimed that this is an isolated event in their email. If that is the case, it seems strange that the Company has to conduct sweeping retraining across the board. Surely, that comes across and patronizing. If it's just an isolated incident, why not just hold the restaurant manager responsible for what happened? The question is, who is going to take responsibility for protecting Swensens brand? We are still sore about the incident because we went to Swensen's expecting a pleasant experience and in the end, this is the kind of treatment we got for spending our hard earned money there," complained the affected customer.

The customer also commented that he would think twice before stepping into a Swensen's restaurant again as all trust and confidence has been destroyed.

"Their marketing slogan I'm So Going to Swensens has been changed to I'm So NOT Going to Swensens in my book," added the customer.

by: Gen Wright

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