An affronted customer is not appeased by Domino's apology over a racist remark made by its call-centre staff.
KUALA LUMPUR: A former IT consultant shocked at being referred to as ‘keling’ by a staff at Domino’s Pizza is planning to sue its operators Dommal Food Services Sdn Bhd. ‘Keling’ is considered a derogatory term by Indians.
C Kuna, 32, from Setapak, Kuala Lumpur, said on March 26, she called Domino’s to order a pizza and was treated rudely.
“My call was attended by a Domino’s staff who introduced himself as Suhaimi. However, he passed the line to another person who introduced herself as Hani.
“While I was on the phone, I overheard Suhaimi saying to Hani that ‘keling’ (Indians) are always lazy. He did not realise that I was still on the phone,” she told FMT.
Kuna added that she then called back and spoke to the ‘team leader’ who went by name of Ashraf to file a complaint after Hani and Suhaimi denied having uttered the derogatory word.
“The next day, a Domino’s staff by the name of K Atchuthan from the contact centre wanted me to provide more detail about the matter.
“During the phone call, Atchuthan admitted and apologised to me over the incident,” Kuna said.
She added that Atchuthan also asked that he be given a week to conduct an internal inquiry and promised that Domino’s manager will call for further action.
“The manager has not contacted me until today. But on April 10, I received a letter of apology signed by the manager,” said Kuna.
In the letter, the operators apologised for the incident and racist remark.They also claimed that the trainee involved was terminated.
But Kuna is not appeased. She is further riled that the letter came with 10 free Domino’s vouchers.
“This is ridiculous. Domino’s is an international brand and it is now obvious that they have a low opinion of the Indian community. An apology letter is not enough.
“They’ve insulted me by attaching 10 free pizza vouchers to the letter.
“They said it was a token of appreciation because I complained, but I’m insulted…they want to settle with 10 vouchers?” she asked.
Kuna said she has decided to sue the company and is in the midst of seeking legal advise.
“I have decided to sue the company to show that Indians are not beggars,” she said.
Domino’s could not be contacted for comment at press time.