Inside Scoop The Gardens Mall — Attraction in Kuala Lumpur

Finally got to try the local brands flavour, ny favourite one is the Twiggies! However my colleagues & I were disappointed with the service. This isn’t a complain but rather a feedback for this outlet to improve as we, your customers, are also marketing line so we hope to see our favourite brand improve.

No greetings, no smile, no one even came to attend us or the customer before us. The staffs were complete silent like they were mourning. Some other days we were greeted, some no greetings. Other outlets are more consistent. Suggestion: A simple, consistent greeting & to straight away offer testers would be nice. No interactions. There were 4 staffs; 1 doing cashier, 2 packing pints, 1 taking order but focusing more on other tasks. Of course you can multitask, but for a minute try to lock-in your interactions with the customers. On a working-day like Monday where it will be swarmed with officeworkers, coordinate your positioning better. No sense of urgency. We know F&B is tiring, but to maintain a smooth flow, you need to urge a little. Customers in front of us were standing cluelessly for few minutes, blocking the whole freezer that we couldn’t even take a look at the available flavours but no staff assisted those customers to be faster. The staffs didn’t even offer tester/ ask them to order. Staffs that were packing pints were just looking at us when she could AT LEAST give us what we wanted to try while packing ice cream. She probably was expecting her colleague to serve. We waited 15 mins ONLY TO PAY. The guy at the cashier wasn’t helpful. At least 3 customers at the very front didn’t know how to use the app, but he just stood there. He could’ve asked those customers step aside for a while while he proceeded to checkout other payments first, right? An old uncle was trying his best to find the voucher while trembling, but the cashier just watched blankly. I know it’s not your role, but why not go a bit extra to help out an elderly customer who wants to try out your product? diversify the way you serve customers from different categories (kids, elderly) A couple of customers initially wanted to try, they were ‘curious’ about the crowd, walked away after they were left unattended in front of the display area. They were asking us how to order, and where to order. If only the staffs could pay attention to those who were approaching... Train the staffs to be attentive towards everyone near your premise. A first-time customer could potentially be your regular.

I hope the management can take our comments positively to elevate your service. I’m sure this is not the kind of service you wish to practice in a growing brand like yours. Staffs used to be more efficient & welcoming years back in 2023-2024 during Monday 40% off. On the other hand, lovely merdeka campaign featuring our local brands. All 6 flavours were...

There were two staff members at the FRONT during my visit. I initially stood back to look over the flavours, then moved closer to the ice cream chiller to signal I was ready to order. I even tried to make eye contact with both employees.

Despite clearly seeing me, neither acknowledged my presence or asked me to wait. The female staff member slowly completed the previous order, while the male staff member just as slowly rang it up on the cash register—without so much as a greeting. I was left standing awkwardly for about 20 seconds. Wasn't worth it so I just left.

At first, I thought I might be overreacting, but even my friend who was with me, felt their behavior was dismissive. The next customer after me was treated...

Went on 10/4/24. Your staff, chinese woman with specs at the counter has ZERO customer service. I queued up and when I finally reached the counter I ordered a waffle. Instead of asking me if I’m able to wait for seats, instead, she said : “YOU GOT TABLE OR NOT? IF NO TABLE I CANNOT SERVE YOU! NO SEAT NO SERVICE” with a sarcastic voice. You really cannot politely ask us to wait for seats? Then we queue up for what? Holiday mood got ruined by this unfriendly 臭脸 counter staff. Never coming back to this branch again. Please fix your staff attitude before she pissed...