A seafood restaurant said it is reinforcing its service protocols and staff training after Miss Grand International 2025 Emma Tiglao had an unpleasant experience while dining with her family.
The beauty queen, who is also an entrepreneur, shared that the staff of Crabs N Crack‘s Infinity branch in Angeles, Pampanga, got some of their orders wrong during their lunch at the establishment.
“Seafood is actually one of our favorites, so we were excited and ordered Bundle A and B with chili garlic, Cajun, and butter garlic sauce,” she wrote on Saturday, March 14.
“When the food arrived, the order was different from what we requested. Instead of chili garlic, it came with two Cajun and one butter garlic. We politely mentioned the mistake, but we were told it could no longer be changed because it had already been prepared,” Emma added.
“Since we didn’t want to make things complicated, we simply asked if we could have a little chili garlic sauce on the side instead,” she continued.
Emma said that the staff complied, which she and her family “appreciated.”
“However, while we were preparing to have the food packed for takeout, the waiter who handled our order said, ‘ANG KAPAL NG MUKHA.’ I heard it from behind (pero alam mong pinarinig sa inyo),” she added.
The beauty queen said that her “heart started racing” and her “hands turned cold” in that moment.
“I’m not someone who looks for conflict, but I also believe that respect should never be optional. As a business owner myself, we always remind our team that no matter how busy or stressful the day gets, we must always treat customers with kindness and professionalism. A single moment of disrespect can stay with someone longer than we think,” she said.
“To the waiter who said those words, I genuinely hope this becomes a lesson not just for you, but for all of us in the service industry. We are all human, and we all deserve to be treated with dignity,” Emma added.
“CUSTOMER KA RIN, KUYA, AT, FOR SURE, AYAW MO RIN NA GAWIN SAYO ‘YUNG GINAWA MO SA AKIN,” she concluded.
The beauty queen said that the assistant manager had apologized for the staff’s attitude.
Over an hour after Emma’s post, the restaurant released a statement acknowledging the incident.
“We sincerely apologize to Ms. Emma Tiglao and her family for the experience they had during their recent visit to our Infinity branch,” it said.
“At Crabs N Crack, we hold ourselves to the highest standards of hospitality and respect for every guest. The behavior described in Ms. Tiglao’s post does not reflect the values that our brand stands for, and we deeply regret that this incident occurred,” it added.
The restaurant also shared the steps it has taken, and plans to take, following the beauty queen’s experience.
“Upon learning about the matter, our management team immediately conducted an internal review. The staff member involved has been dealt with accordingly, and we are reinforcing our service protocols and training across the team to ensure that professionalism, courtesy, and respect are upheld at all times,” it said.
The restaurant also thanked Emma for bringing the matter to their attention.
“Feedback such as this allows us to take accountability and continue improving the experience we provide to our guests,” it said.
“We thank Ms. Tiglao for reminding us of the importance of patience, kindness, and respect in the service industry. As a brand, we remain committed to ensuring that every guest who dines with us feels welcomed, valued, and treated with dignity. We remain committed to creating a welcoming and respectful environment for everyone who chooses to dine with us,” it added.
Crabs N Crack is a restaurant specializing in seafood and Filipino dishes. It is known for serving crabs seasoned with spices, often accompanied by corn on the cob.
