An Open Letter to Secret Recipe KLCC
Dear Secret Recipe KLCC,
I went to your outlet just now. I am considered a regular as I would dine at your place almost every weekend. I usually go to your place for cakes and a glass of pepsi. I love your brownies with ice-cream, too. Not forgetting chocolate indulgence.
I have one thing to say regarding my recent visit, which took place a couple of hours ago.
I was not greeted by your staff when I entered your outlet. I do not mind that, really. I know there are other diners to be taken care of. I am, however, disappointed, for having to wait for several minutes for someone to give me the menu. There was a lady, dressed in black uniform, can I assume he was the Assistant Manager? She was at the cake counter, not doing anything. She must have seen me but why didn’t she took the initiative to give me the menu. She didn’t look friendly, too. Bad day, huh?
Then a boy went to me asking me if I have placed my order. Obviously not. I ordered brownies with ice-cream and pepsi. Not much, really, but I do deserve a better service. In fact, we, your customers, all deserve a better service.
This is not the first time this incident has happened. Similarly I had to wait for quite some time to place my order when I visited your outlet at Sogo.
Seriously, how can you make your brand international with unattentive staffs? Secret Recipe is one of the best brand around, but I am afraid these staffs will ruin your reputation. Please improve.
I still love you, Secret Recipe. I will still come back. If the service is still bad, I will still write an open letter to you via this blog!
Sincerely Yours,
Syafique Shuib
Does this remind you of the time we suffered rude service at Secret Recipe? I don’t know if you remember it, but seeing as I have been to SR only like 3 times in total, I clearly remember the waiters being all bossy and rude. And we wrote on that comment sheet at the information counter downstairs! Ahahaha =)
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SYAF: Obviously I remember that incident. We wanted to take a pic of the cake. When I was waiting for the waiter to take my order, I told myself, “If Wai Yee is here, I am sure we will go to the information counter to complain!!” Hahahaha…. Can’t wait to see you next month!!
someone print this out and shove it in the face of the store manager! haha.
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SYAF: Don’t!!!! They will spit in my food!!!!
hi.
found ur blog thru my fren.
i’ve experienced the same thing at SR, KLCC.
i guess mine was worse than yours. back in dec 2007. i ordered fried and drinks. waited for long enough that my patient has went to max. what’s worse was that before the waiter send the fries, i saw they at the back (kitchen) ate our fries. not once but twice and my sister saw that too.
So i went to the kitchen and asked what was that all about. but they didn’t confess. later, someone from the kitchen came to us and said they’re sorry and they done nothing wrong. just trying to get rid of the over-cooked one.
what a lame excuse.
thinking back that time make me feel angry again.
>< haha.
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3SYAF: Hi Imah, thanks for visiting my blog and sharing your story. Gosh, I feel that the staffs at SR need to buckle up their service. I mean, I love the food, cakes, drinks and all… it’s just the staffs that I have a problem with. LOL.
Hi Syaf, I think overall the service at secret recipe outlet is very bad. Perhaps they think that just because their cakes are good, then they can ignore the service part.
I am staying in Penang and everytime I go to Secret Recipe, I was frustfrated with their service. I will mention one of the many incidents here.
I was at Secret Recipe, buying a cake for my friend’s birthday. The time that I went in, there was a table with customer dining in at it was an off lunch/dinner hour. I stand infront of the counter/cake fridge for some time, trying to call out someone, but one lady with black shirt was at one side, I think she is the manager, just ignored me, while there were 2 other staff, talking just at the walkway to their kitchen, they saw me but also ignored me. I called out a few times, before walking further in to stop their conversation before they are willing to attend to me.
Then I ordered my cake, and was waiting for the lady to write on the cake. By this time there was another 2 other staff in the shop and a lady with 2 kids walked in. She waited and waited, and then called out, the other staff just ignore her too. One of the staff, a lady, just point to the lady that is writing on my cake meaning ask her to wait for the lady while she was there doing nothing. Then the lady with 2 active kids waited for quite some time and she asked the lady again she angrily pointed to the other lady again. I don’t understand why she is free but cannot wrap the cakes up for her.
Even though this never happen to me, but i pity the lady with kids. She waited for quite some time. If this happen to me, I might have lost my cool.
4Hello, Loves Cake!
Thanks for dropping by my blog.
I wrote this “letter” a year ago and I have been to various Secret Recipe outlets ever since, and I still run into the same problem again and again!
Two weeks ago, I went to their Sunway Pyramid outlet and my friends and I just stood at the entrance, waiting for the lady to show us to our table. Instead, we had to find a table ourselves!
There is no doubt that SR serves great food, cakes and drinks… but yea, they need to improve their customer service!! What a pity; such a strong branding and their staff has the potential of ruining the branding!
5hi therre.letting u guys know that i’m writing a letter to secretrecipe to complain about their customer service for SR bandar baru bangi. i will send a copy to syafique. hope that he will post it on his blog as what i’ll do to mine.
6http://www.kamimalaysia.com
cya!
@nazri: Owh, you had a bad experience too? They should really improve their service! Great food, and service needs major improvement!
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