Mercato The Exchange TRX — Local services in Kuala Lumpur

Disappointing Customer Service Experience

I recently visited Mercato TRX, and unfortunately, my experience was far from pleasant, primarily due to the rude behavior of a cashier at the bread section named Yusmira Tulfiza. From the moment I approached the checkout area, her demeanor was unwelcoming. It was evident from her facial expressions and the look in her eyes that she had no interest in assisting customers.

When we completed our purchase, we had to ask whether there were any paper bags available, and she rudely informed us that we would need to pay RM 2.50 for one. I confirmed that we were willing to pay, but instead of providing the paper bag, she walked away. At first, I thought she was going to get the paper bag from somewhere else, but to my surprise, she was actually just rearranging trolleys behind me. To make matters worse, she muttered to my father in Malay, saying, "Paper bag tu tak bagi tapi kena beli" (You won’t get the paper bag without paying), even though we had clearly stated our willingness to pay.

My father was obviously fuming at this point, but even then, she continued to insist that she did nothing wrong. Not once did she offer an apology or even attempt to show any understanding of how rude and dismissive her behavior was.

This kind of customer service is completely unacceptable. I have never encountered such rudeness at other premium supermarkets like BSC Fine Foods or Village Grocer, where staff are consistently polite and helpful. Mercato TRX seriously needs to improve its staff training and customer service standards. This was my first and will definitely be my last visit...

I recently visited Mercato TRX and witnessed a very unpleasant incident involving a cashier named Danusha. There was an elderly Chinese man in front of me who initially wanted to buy a paper bag to put his items in. However, he suddenly remembered he had his own paper bag and decided not to buy one.

Instead of responding with understanding or patience, Danusha reacted rudely. She showed visible irritation, said “Haissh,” and turned her face away in annoyance. I felt so sorry for the elderly man, he didn’t deserve to be treated that way, especially at his age. There was no respect or courtesy shown to him.

What made it worse was that after he paid, the items he purchased were not even handed to him. He had to take them himself from the counter. This is not the kind of customer service anyone should receive, let alone an elderly customer.

I sincerely hope Mercato TRX takes this seriously and trains their staff, especially frontliners like cashiers, to treat all customers with basic respect and kindness. This experience was disappointing and...

Yay! They have the food at the salad bar covered. Pretty quick improvement

At the non-halal section you can order food and dine there.

Got the coleslaw for RM12.90 and the aglio olio pasta with bacon for RM28.90

Beware that the pasta is cooked with chilli flakes so don’t order it if you can’t handle any spice. My dad took one bite and started coughing. Good thing I got the coleslaw

As for the supermarket, there was an hour where the system was down and everyone had to wait to pay. Even if you buy the cooked food and wanted to eat, you had to wait.

I saw someone who decided to eat first then pay later. Wanted to do that too but still waited until the system started running smoothly again. We got wedges RM4.90 and onion rings RM3.90

Lots of fresh fruit and vegetables at pretty good prices. The other supermarket Seibu has more imported pricey stuff if that’s what...