CHAGEE @ Suria Sabah, Kota Kinabalu — Restaurant in Borneo

I have been to Chagee Suria branch for 2 times and dissapointed both times. The first was when i waited for 1 hour and half but because theres no notification that the drinks are ready we waited silently without complaining, but when its a bit too long, we ask and the drinks are actually ready for so long and just sitting at the counter. The system is a failure. I really think that the manager and management have to look at this matter closely as they will lose a lot of customers. Today, I have ordered for pickup and waited for around 20 min when i got curious as my number did not appear on the TV board. I did not want the similar incident like last tume happen so When i ask, the staff answered as if its not a problem that when the board is too full then it wouldnt appear. I totally understand that but what i dont understand is how the system is not continuous of when the tea is ready for pickup and the preparing tea will continuously be put on the screen. I thought thats how it should work anywhere. Theres almost 30 drinks ready at the counter not being picked up. The waiting lounge is nice and all but i think its worth to put up the same board that have the preparing/tea is ready TV there so that people know when their drinks are ready and pick up ASAP and the board can be cleared up one by one. Or the manager/management have to think of a way to let the people waiting in the waiting lounge know that their drinks are ready to be picked up. I may not know the whole story but what i see is still a defect in flow of clearing the order that is ready to make way for the news ones. The staff had to eventually check one by one as per customers request to check and it is wasting of her time and energy when she can do something better like preparing the drinks. This will also cause unfairness to those whose drinks are actually ready for a LONGG time but thought that because her number doesnt appear on the TV, her drinks are not ready and just keep on waiting. They had to tell the customer the waiting time is 1 hour and a lot of customer leaves without ordering, but that also means because of the system defect, there are also losing customer. I dont mind waiting but when i am waiting because of the default in flow of management then i guess its not worth the wait. Chagee is a reputable brand and i guess a lot of people in Sabah likes it too, i hope theres improvement so that customers can enjoy it without...

Very confused by the payment and ordering system here. None of the 6 staff could explain why I cannot order milk tea from the counter, but insist that we can only order milk tea from grab and collect from the same location. Ordering for other selected drinks apparently are allowed. After some questioning why it has to be thru grab as it is more expensive, the staff allowed us to order from the counter.

Then after the order, the staff deliberately wrote a notice out of cardboard to show it to us and the other customers. The passive aggressive behaviour and glares from all staff was uncalled for. We are physically there as customers and should be able to order items that are available in store. Not pay extra via another platform.

While the drinks are still delicious, the management of staff will need to be...

Today, I ordered pick up but wait for 2 hours still no update. Staff standing around with only few behind counters. Others all standing outside shop or at front shop chatting around. Honestly, this chagee outlet is the worst for me, very slow service & staff is not trained for customer service. I ordered at 11.51am, at 2pm went to counter to ask for my order, dissapointingly need to wait for another 2 hours. Does it make sense to wait 4 hours just for 1 drink? Really2 dissapointed & unacceptable! I request for my order to be cancel, staff took pictures of my orders & just said Chagee HQ will issue refund within 24 hours. At 4.04pm received update my order is ready to be picked up. 🤦‍♀️ Update at 6.09pm, successfully got my refund...