Ivy Chua
Subject: Feedback on Poor Service and Product Quality I am writing to express my disappointment with a recent experience at your outlet. I ordered a Laksa set meal as I usually do, and as usual, the staff (back facing)upsold it with a hot beverage. I mistakenly said “coffee” when I actually meant “tea” an honest slip that can happen to anyone. Upon being served, I realised the error and politely explained that I do not consume coffee, and asked for a change. To my surprise, the staff responded with inflexibility and a lack of empathy, insisting that since I had said “coffee,” it could not be changed. I eventually told them to keep the drink, as they were unwilling to accommodate a simple request. Rather than let it go to waste (since I had already paid for it), I looked around and thankfully found another customer willing to accept the coffee. What I found most troubling was not just the rigidity of the policy, but the rudeness and dismissive attitude of the staff involved. Mistakes happen and we are human. A little understanding would have gone a long way. To add to the experience, the Laksa itself was underwhelming, overly creamy with coconut milk and lacking in authenticity. I hope this feedback will be taken seriously and used to improve both your service standards and product quality. I’ve always supported your establishment, but this experience has left a sour taste. If don’t upsell then will not have an issue. Food Hygiene zero, I noticed he cooked, cleaned and collect the used utensils. The staff is not customer centric and would you want to dine @EAT😡 Bedok Mall