We cannot all agree that customers are always right, but what you will read next is a big exception.
Yabu SM Aura Scandal
Oct 16, 2014 at 7:08 PM
Posted by : Pinoy Secret Writer
Filed Under : Food & Restaurants
On a Facebook post by Arleen Chua Bautista addressed to Yabu, she mentioned that her 6 year old daughter under medication was not given special treatment by the restaurant's SM Aura branch last October 5, 2014.
Republic Act 9442, Chapter 8 Sec 32 states that persons with disability shall be entitled:
(k) “Provision of express lanes for persons with disability in all commercial and government establishments; in the absence thereof, priority shall be given to them”
Read her full facebook post where she also attached a copy of her daughter's PWD ID.
"We would like to bring to your attention a very bad experience we had with your branch in SM Aura last October 5, 2014.
My family went there to dine at around 6pm. The usual overwhelming crowd of people was evident as dinner time was fast approaching. We were hesitant at first since we know the queue was long, knowing that my 6 year old daughter was under medication for bacterial infection and needed to take her medicines the soonest. It was actually our daughter who insisted that we dine there.
We asked one of your staff who manages the queue to put us on the waiting list. We were advised that we are #16 on the list. We waited for a few minutes but sensing the uneasiness of my 6 year old daughter who is by the way, a special child with autism, we requested your Mayer Dela Paz who introduced herself as a management trainee, if she can extend special arrangement to our family by giving us priority to be seated ahead (we are just 4) after explaining to her the condition of our daughter. We also pointed out that there were no seats available for waiting customers and our daughter was sick. We were very hopeful given the situation we are in but to our surprise, she said in a very clear tone and to quote “We are so sorry sir but we (I would assume Yabu Mgmt) don’t give special privileges to PWD’s”. She said this out loud and everyone who was waiting heard this. This is very hurtful especially for parents with children who have special needs. And just when we thought we were done getting humiliated, your restaurant manager, Andrew came out and reiterated your stand about PWD’s. Talk about adding insult to injury!
Is this how Yabu Management treat PWD’s? Are you aware that Autism is a developmental disability? Do you know about the existence of Republic Act 9442? It says under Chapter 8 Sec 32: Persons with disability shall be entitled … (k) “Provision of express lanes for persons with disability in all commercial and government establishments; in the absence thereof, priority shall be given to them” This is the first time that we encountered such horrible customer service from a supposed to be decent and known restaurant in Manila. Even cinemas have special lanes for PWD’s and we do not see any reason why Yabu could not even grant this simple wish of our daughter. PWD’s have rights too. We are demanding an explanation and public apology from Yabu management for this cruel act. Our daughter cried her heart out that day because she could not understand why we did not dine there that day."
Hours after her post, Yabu management immediately apologized.
Update: As of 11AM of the same day, Yabu removed the said post stated above on their timeline.