Verbena Patisserie Shop — Restaurant in Iskandar Puteri

Dear Verbena Management,

I am writing to share my feedback regarding the service I received at your Sutera Mall outlet on 13 July 2025 at around 11:30 AM.

When I arrived, there were two customers and one staff member standing near the entrance. I was unaware that there was a queue system in place, as there were no visible signs or clear indicators to inform customers. As the area near the entrance is often crowded, I did not realise I had unknowingly bypassed a queue.

Instead of approaching the situation calmly, the staff member spoke to me in a very rude and unwelcoming manner, saying, “Ms., queue up please, thank you,” in a harsh and disrespectful tone. As a customer, I believe all interactions should be handled with courtesy and professionalism, even in cases of misunderstanding.

I hope your management team will look into this matter seriously and take appropriate steps to ensure that all customers are treated with respect in the future. Clear signage and a more customer-friendly approach would greatly improve the experience at your store.

I would appreciate a response regarding this...

Recently just bought Barbarian Cheese from Verbena bakery. Upon picking it up, it weighed different from its usual self. I decided to purchase only one since much suspicions brewed inside my mind about this bakery cutting corners and focusing on making more profits AGAIN. Kindly take note that I used to buy at least 6 in a single checkout and almost every two other days.

One bite in, not to my surprise, texture was already undeniable altered and the amount of cream cheese given was apparently deducted half of its original size, the pathetic amount of walnuts and raisins founded in this current bread, once used to complement one another in enhancing the thick creaming aromatic experience that the cream cheese had to give, apparently was history now.

I blamed the management, not the baker, for the decision to cut corners and eventually affecting the mouth watering experiences this bread used to offer me. Now it tasted like lowly prepared and dirt-stirred bud tasting experience to me, and undoubtedly, to any other patrons who used to like...

Just want to put it on record that the store manager, Betty, has amazing customer service. I purchased quite a lot of bread and I hadn't realised that the cashier had made some errors with the keying in of items. I was overcharged RM16.80 for an extra box of cakes, and cashier didn't charge me for another bun.

In any case, I only realised the error 2+ hours later. I called them but was told the manager was away on break. They took down my number and impressively, Betty called me back promptly and managed to check through my purchases and receipt (I sent her photos as she requested. She also settled the refund of the extra that was charged to me within the hour.

Kudos to such excellent service!

P.S. went on a public holiday to get bread for the family. Store was busy but still comfortable enough to walk around to choose breads. Queue for payment was...