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2024-08-29
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Absolute disaster...!!! Be warned!! Full of incompetent, untrained staff. Shop manager was disrespectful and showed a complete lack of concern for the ordeal (see below). Unfriendly order/payment process that deters customers and elderlies. I visited the shop on 29 Aug Thursday 11:30am. No bookings are allowed and there were a few empty tables, the male staff rudely told us that "it's full". Fine with us. After two minutes, he ordered us to wait outside, again with a rather rude expression. The
I visited the shop on 29 Aug Thursday 11:30am. No bookings are allowed and there were a few empty tables, the male staff rudely told us that "it's full". Fine with us. After two minutes, he ordered us to wait outside, again with a rather rude expression. The old lady in front of us said she waited for 45 minutes. Finally after getting seated, the old lady had trouble ordering since they require digital payment via mobile phone only, so that the order can be placed. The ordering website required an email address to place an order and the old lady had none. I could feel her helplessness already. They told her she could pay by Octopus but found out they only accepted "digital Octopus" and not the physical card....! After all the fussing around, one of the staff (who turned out to be the deputy-staff-in-charge), told the old lady that she could help place the order from the restaurant's tablet at the counter. The staff then disappeared as numerous other customers and tourists also had similar issue where they didn't have digital payment enabled on their phones. After 15 minutes, the old lady got up to confirm with another female staff whether her order has already been made since she was hungry and exhausted. The staff told her yes. After another 30 minutes, the old lady's order did not arrive and she got up to enquire with the staff again. The deputy-staff-in-charge blamed the old lady for not yet paying for the order at the counter, thus they didn't place the order for her! What kind of service is that!?? Why didn't they tell her that she needed to physically pay in cash up front when she was clearly waiting at her table all this time? The old lady left in disappointment and exhaustion trying to reason with the staff. I felt so sorry for her. During our time there, 3 other tables had issues with their mobile payment. Majority of them were people over 50.
Meanwhile, the entire staff was clueless, unempathetic and wandering around doing nothing. I don't understand why they're charging 10% service fee when there is clearly zero service from the moment we waited outside and was "greeted" by rude staff, we also had to ask for water proactively, and customers need to jump through hoops to pay for orders by themselves via mobile, just as you would when completing an actual order from an online shop. What service is involved to justify the service charge? Absolutely ridiculous. Such a shame since the branch at Festival Walk was enjoyable and the service was great. I would give this branch -10 stars if I could. Never coming back with this level of ridiculous service.
PS. We tried to reach out to the shop manager via phone and not only was she rude like another one of her male staff, but she also had no interest to hear customer feedback and wanted to end the call like it was none of her business. So now we know why their whole shop's service is so pathetic. Even the person at the top lacks basic service attitude. INSANE!!!
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