Marvin Agustin. Image: Instagram/@marvinagustin
Marvin Agustin has given a public apology on Christmas day after a huge number of customers complained about his food business Cochi by Marvin Agustin, for reasons such as poor food quality and dismal customer service.
Agustin owned up to his establishment’s shortcomings, as seen on his Instagram page on Saturday, Dec. 25.
“I am very sorry to each one of you. Maling-mali na nagpa-overwhelm kami sa mga ‘di inaasahang problema, nagkulang kami sa aming serbisyo, at hindi namin agad-agad na natugunan ang inyong mga katanungan. At masakit man yung mga nababasa ko, tinatanggap ko ang lahat kasi talagang nagkamali ako,” he said.
(I am very sorry to each one of you. It was very wrong for us to be overwhelmed by the unexpected problems, our service fell short and we failed to answer your questions promptly. And while the comments I read have been painful, I accept everything because I really made a mistake.)
The actor-businessman tagged the incident as his “worst Christmas,” citing a “series of unfortunate events” that led to his business’ failure to meet customers’ expectations.
“I had a series of unfortunate events from our kitchen equipments breaking down, a glitch in our ordering system, and last minute cancellations of couriers due to several unforeseen reasons,” he explained. “Alam kong hindi ito excuse not to give you the service you deserve and expect [lalo] na sa araw na halos tatlong buwang pinaghandaan ng bawat pamilyang Pilipino kung kaya’t napakahalagang huwag magkamali.”
(I know that this should not be used as an excuse not to give you the service you deserve and expect, most especially on the day that has been anticipated by Filipino families for three months, so it’s very important to not make a mistake.)
Agustin then assured the public that these concerns will be addressed by their team, as they reached out to those they have inconvenienced and promised to “do better.”
“Bawat isa sa inyo mahalaga sa akin at sa aming trabaho (Each of one of you is important to me and our job),” he said. “I promise each one of you, we will do better.”
Cochi by Marvin Agustin also posted the public apology on its Facebook page, where it was flooded by complaints from customers who were supposedly affected.
“We ordered last Dec. 24 also, we were expecting a lot based on the videos. But skin was not crunchy and meat was not tender. Very [disappointed],” one Stephanie Chua Gan said.
Image: Facebook/Cochi by Marvin Agustin
“Marvin and cochi staff, we are very disappointed. We choose your food over others,” one Charina Mae Rosales said, while telling her experience with Agustin’s staff. “We paid you in full, ‘di biro ‘yung binayad sa inyo kasi pinaghihirapan ‘yun.” (The amount we paid is not a joke because it was hard-earned money.)
Image: Facebook/Cochi by Marvin Agustin
“Christmas is the most wonderful time of the year except when the main food you ordered is a disaster,” one Wally de Leon said. “P17,876 down the drain just like that and your Christmas spirit ruined.”
Image: Facebook/Cochi by Marvin Agustin
Agustin founded Cochi by Marvin Agustin in 2020, which serves cochinillo, a roasted piglet which originated from Spain. Following the incident, Cochi’s Facebook page has flopped to a 1.6 rating, as of writing. JB
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