To the management,
Today, I am very angry and pissed by the attitude and service of your staff (wearing grey shirt – should be the manager in charge) in Seletar Mall outlet.
I have arrived at Seletar Mall cinema at 830am as I do not know the opening time. And since it is not opened yet, I just decided to queue first. Please do note that I am the first in queue and even arrived earlier than your staffs. About 9am, people started to queue behind me. Then at 930am, there was a fire alarm in the mall and your staffs (wearing black) asked us to shift back behind the closing fire shutter which we all did.
There are 2 fire shutters, one that is near the escalator and the other which the queue was behind. After waiting for about 15 minutes, the shutter near the escalator open and they allow people who never queue at all to purchase the tickets first. The manager in charge just tell us we have to go one big round and enter by the other entrance to purchase the tickets as he can’t open the shutter. I asked him then how about the queue, he just say
“THERE IS NOTHING I CAN DO”. What kind of service is this? He is the manager and he should control the situation.
I am ok that we have to enter by another entrance but there was totally no control of the situation. I was the FIRST in queue and because of this, I become the LAST in queue. And in the end, I am NOT ABLE to purchase the seats of the movie that i wanted.
I am also working in the service line. I have queue up since 830am and in the end I can’t get the seats I want for the movie and those who never queue at all become the happy ones. I believe if your manager have control the situation, it won’t be such a mess.
To be honest, I am very pissed by the reply and service I got from the manager. From the service line, my management will not allow such situation to happen at all. I hope to get some response from the management on this situation. Please put yourself in my situation, I have queued since 830am (even all your staff can notice me since I am the only one in queue), I am the FIRST in queue, but because of the fire alarm situation and your manager did not managed the situation, I have to requeue and become the LAST in queue, and finally I am NOT ABLE to get the tickets I want after a 2 hours queue. Please give me a good explanation why your manager was not trained in such situation and simply ignore those people who have queued since 9am.