Well this is the third time that I've experienced this at the Mililani location. While trying to call in for a telephone order, the phone just rings and rings. No one answers and no voice mail. I literally count the phone ringing more than 15 times before it cuts off and it goes dead. I've been calling in for the past 15-minutes w/ the same results.

Would this be considered "normal business practice" to ignore the telephone ringing off the hook? I know that the restaurant is probably busy but one must expect that telephone calls are part of the "normal and expected" part of a "take out" service offered by a restaurant.

So, what that being said, what is the corporate policy (if you have any) on something like this?

My daughter too, had an experience like this as well, at the same location. Her situation was interesting; she called a few times to place an order for a Pupu Platter. She figured by calling in, she'd be doing the right thing by placing the order a day in advance to minimize the wait on her end, and so that the cooks wouldn't have to rush. Well the three times that she did call, she received no answer. We even double and triple checked the number to make sure it was correct.

She still wanted to order the Pupu Platter, so she went in to the Mililani Fast Food Counter to place her order. After placing her order, the young lady at the register told her in a somewhat sarcastic tone, "next time you should just CALL IN your order..."

Maybe that location needs a more efficient phone-answering system?

Good morning de mililani and fcoloma,

Thank you for your feedback. Your concerns have been forwarded to the Mililani store manager as well as our customer service department.

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Well it's been a week and I guess Jay got "no answer" (intentional pun) from the store manager or customer relations.

Mr. Francisco used to respond to everyone's concerns in a very timely matter. Maybe our concerns need to be forwarded to his department.

Dear De Mililani,

I apologize for the untimely response to your feedback, as I was gathering information about your unfortunate situation.

On behalf of our Mililani location, I apologize for your experience, as your call should have been answered.

Our new phone system accepts an unlimited amount of calls, which is why you did not get a busy signal. While our staff is taking a call, other calls will continue to come in. Currently Mililani has two phones for phone orders, and as of this week, Mililani has added a third phone. Also, Mililani has revisited their process of having one designated person to take phone orders. We hope this will help with the response to calls placed, especially from 5pm - 8pm.

Once again, I apologize for the length of time to respond to your message, and hope that you will give us another opportunity to serve you.
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Good morning fcoloma,

Thank you for your concern, and once again i apologize for my untimely response. Your concerns are indeed forwarded to our marketing department. I hope to be better at responding to your questions and feedback in a more timely manner.

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Thanks for following up Jay. As for another chance to serve me... yes I've gone back... see my other post... I'm actually a frequent customer of Zippy's because I'm on the road daily and you have convenient locations.

Good afternoon de mililani,

Thank you for the opportunity to let us serve you again. As for your next post, let me follow up with you on that!

Jay

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