Zit Seng's Blog

A Singaporean's technology and lifestyle blog

Disappointment with Lee Wee & Brothers

Actually to say “disappointment” would be an understatement. I was flaming mad with them. I catered some food from Lee Wee & Brothers, and delivery was supposed to be from 3pm to 5pm. There was no sight of them at 5pm, or 5:30pm, or 6pm, or even 6:30pm. I called their office numbers repeatedly umpteenth times, every single time the call went unanswered until it was diverted to their voice mail, which was full.

I was already preparing to call a fast-food delivery to make up for Lee Wee’s no-show, when their truck finally pulled up to my apartment at 6:50pm. They were nearly 2 hours late, without so much as a simple phone call from them to let me know their delivery schedule was screwed up.

Sure, I understand there was some rain earlier. But if you know you are going to be late, surely you jolly well call ahead to advise your customers? This is catering you know, it is not like furniture delivery. What if some customers actually planned to start their party at 5pm? We’re all busy too you know, we don’t need the stress from a no-show.

The delivery guy apologized, of course. But I’m sure it hardly appeased any of their customers. He explained that there was rain. Why can’t he simply call ahead to waiting customers? His explanation was that he was too busy, and there were too many to call. Well, then why can’t the back-end people in the office help to call? Worse, why wasn’t anyone answering phone calls in the office?! Yes it was a Saturday night… even if the office is officially closed on Saturday night, then activate someone to come back to man the phones! Or just have the phone lines diverted somewhere to be answered!

Guess what… this delivery guy still had 5 more deliveries after mine, and this is for the 3pm to 5pm delivery slot!

Rain can no doubt have impact on delivery schedules. But rain is not an uncommon “problem”, and surely it is expected this time of the year. If Lee Wee & Brothers cannot even properly manage a rather trivial issue of rain, I just wonder how will they ever handle bigger challenges.

Let’s compare with Sakae Sushi. I made a small delivery order from them too. A full one hour before the promised delivery time, they called to advise that they may be running a little late and will instead make delivery 15 minutes later. Was it OK with me? Sure I was fine with it. The call was much appreciated.

Lee Wee & Brothers: Com’on… a simple phone call. You can’t even make a simple phone call?! What kind of service attitude is this?

Part 2: Calm after the Storm

17th Dec: Ok, just to follow up. I wrote in to complain to Lee Wee and Brothers this afternoon. They were quite prompt to call me within 15 mins.

The nice lady who called offered her sincere apologies and tried to explain what went wrong. Basically they screwed up, they did not try to make any excuses of that. Admittedly, how well you run a company, someone somewhere can still screw things up and spoil the image of the company. I’m just happy to hear they are paying attention to this problem and try to make sure it doesn’t happen again.

7 thoughts on “Disappointment with Lee Wee & Brothers

  1. wow, this is quite bad. did u provide feedback? what did they say, then? hmm i always cater from Select, and their service is really good 🙂 i guess that’s why they charge more. haha!

  2. Ok, just to follow up. I wrote in to complain to Lee Wee and Brothers this afternoon. They were “on” enough to return my call within 15 mins.

    The nice lady who called offered her sincere apologies and tried to explain what went wrong. Basically they screwed up, they did not try to make any excuses of that. Admittedly, how well you run a company, someone somewhere can still screw things up and spoil the image of the company. I’m just happy to hear they are paying attention to this problem and try to make sure it doesn’t happen again.

  3. Thanks for sharing your experience.

    I was about to order some bbq food for my boy’s birthday next week.

    Was thinking I could be better off ordering from a more reputable company like Lee Wee (their price is slightly higher). But after reading your post, I gonna think twice.
    They probably have improved over the 2 years though…

    Cheers.

  4. Hopefully lee wee bros improved their services
    I had tried the lontong two days ago at friend hse n i like it although i dun eat lontong , i planned to order fr lee wee bros for next gathering with friends hopefully i wouldnt get disappointed.

  5. I was really upset when I called the delivery line several times and there wasn’t a soul to help. And I dont understand why was there a key no 2 option for Finance. Anyway, i cant be bothered about this though curious.

    Somebody try it and the voice generated system will keep you on hold and them gets to press here and press for options. I gave up.

    Its an established business and someone seems toying with it. All the best.

    1. I’ve worked with LWB for a while before I left. Reason for leaving 1.bullshit company & Mgt 2.they are bullies, especially to their foreign staff 3. Typically family run business only wants money,highly critical of everyone and everything except themselves. Just disgusted with their antics. Delivery staff are overloaded by their own promises to customers just to churn more money. I feel sorry for the staff when I was working there by the female “boss” is very good at playing these people. I must admit their otak is very good but apart from that…. 没良心的公司。 Btw Finance & HR are controlled by female “boss” & her friends so you will get nothing out of it at the end of the day.

  6. Hi,
    I would like to feedback to Lee Wee & Brothers about their outlet in Tampines Mall. Many a time when we reached the outlet at 6.45pm – 7pm, their Nasi Lemak already sold off and the workers are all standing down there doing nothing. You all should cater more, after all the mall close at 10pm and most working people like us finished work at 6 – 7pm, by the time we reached your outlet, you are not selling anymore. Other stalls are still selling their food. We were so disappointed when we rushed there and couldn’t get what we wanted.

    Hope the boss of Lee Wee & Brothers can increase the quantity and looking forward to see some improvement.

    Regards
    JL

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