Urban Coffee Roaster (將軍澳店) — Restaurant in Hong Kong

Horrible disgraceful service, lost a long-time frequent customer.

Extremely disappointed and upset at my visit. Visited during lunch hours, so understandably it was busy. I came alone so was sat next to the window's high table. It got sunny, and I started sweating, and my laptop heated up.

I kindly asked if I can change into a table inside. The staff member said "it is quite busy, so I will see". During this time, 3 tables opened up, and I also saw another person with her laptop sitting in the corner at another table where the sun wasn't shining, so after 5 minutes, I kindly asked again if I could move to those tables. The same staff member raised his voice at me, loosely translated from Cantonese "I am looking, I am already organizing!!", in a very impatient and extremely rude attitude. The two tables next to me looked towards my direction, which speaks volumes to how loud the staff member was. I got the bill immediately and left.

As I was leaving, I mentioned this situation to the Manager. The Manager was smirking as I was complaining in English, and after I finished, he turns to his colleague and says in Cantonese "what's he saying?". So the whole time I was speaking about the situation, he did not understand and was smirking?? After I explain the situation in Cantonese, he gave half-hearted explanations, and did minimal to rectify the situation. He even said ‘the restaurant is loud so my staff used a loud tone’ - loud enough for the staff to shout leading to people turning heads?

I am disappointed - I frequently visit Urban Coffee Roaster's Causeway Bay Branch, and Tsim Sha Tsui branch. I don't think I'll be going back to any of the branches again. I am pretty sad since I do enjoy their coffee and had many personal and...

I recently visited this café, and unfortunately, my experience was disappointing due to both the food quality and the service.

To start with the food, it was mediocre at best. The chicken breast was extremely dry and lacked tenderness, making it quite unpleasant to eat. The pancake was equally disappointing — it was heavy, not soft or airy, and lacked any pleasant texture or flavor.

However, what truly soured the experience was the unprofessional and unfriendly attitude of one of the male cashiers. I had mistakenly requested for an order to be deleted and later realized the mistake, so I asked for the order to be replaced. While I understand that such adjustments might cause some inconvenience, the staff member handled the situation poorly. He approached me in a scolding tone, informing me that he had replaced the order with a dismissive attitude and a hand gesture that felt condescending. Instead of addressing the situation calmly and professionally, he seemed irritated and even implied that I was causing trouble, which made me feel uncomfortable as a customer.

I did apologize for the inconvenience caused by my mistake, but I believe mistakes with orders are not uncommon in restaurants, especially when customers are using an automated QR code ordering system. Given that the café charges a 10% service fee, I expected a more professional and courteous approach to customer service.

Overall, the combination of subpar food and unfriendly service made the visit quite unpleasant. I hope the café can take this feedback constructively to improve both the quality of their food and the professionalism of...

What do you consider good customer service????

I don’t understand— you charge $70 for average fries, $50-70 for one tiny drink that can be finished in 3 sips, and you won’t allow someone to use your empty socket.

I live in the area and have generally liked it (but not any more) however I’d say don’t expect 5 star customer service for the super expensive 5 star price that they charge.

I went in the afternoon and everyone treats it like a cafe, ordering 1 drink and sitting for hours with their laptops. I had food and drink there, and not surprisingly, after half our of sitting, my laptop runs out of batteries. I ask to move to an empty table with my food and drink, so I can use an EMPTY socket to charge it (emphasizing that it was empty and it is not in use).

But no, no one was using it but no one was allowed to use it. Other people are using other sockets, but this particular EMPTY one, which was NOT in use was not allowed to be touched. The waitress was also so green, all I asked was to move to another table. Then, I couldn’t move to the other table, but they wouldn’t let me continue sitting at my table.

In times where Hong Kong are losing customers to Shenzhen, I hope you can see why Shenzhen rates higher for good customer service — because they know how to be flexible.

I’m usually a huge supporter of Hong Kong businesses, but I’m taking my business elsewhere where the price is worth it...