I dine there in Dec, on a weekday. The mall was super crowded because of school holidays and of course a lot of diners from travellers and tourists. We went in just before 6pm. To start off, we were pretty upset when almost 40% of the items were out even due the dinner service for the evening had only start to begin. After we came in, and maybe another couple of customers more, the queue started to build up and there were still lots of empty tables. Then the manager at the cashier started to tell customers in queue, in a slightly loud voice (so that everyone in queue can hear) that if they were prepared to dine in, please expect a wait since there was manpower shortage. I think that is reasonable to do but i think it become unpleasant from me to continue and hear him tell the customers that there were 2 people in the kitchen and 1 service staff servicing the customers. I think as far as customer service is concerned, this was too much details and become of a ranting. Of course, i understand the manager's frustration because he was faced with this situation. He was equally helpless. I was probably more upset with how the Management run the restaurant at this location knowing that it is a prime mall and traffic is high. It only goes to show the poor planning by the management which is no fault of the staff. Staff shouldn't be felt they were alone to handle all these.

The other part was that they have a dedicated staff wearing red shirt focusing 100% on servicing the retail front. That staff acted like she was 100% on retail and restaurant matters were none of her concerns. I understand if she was on commission and doing extra work for the restaurant side won't do her any good but it did not reflect well on restaurant customers like me, waving my hand silly at her and getting an unfriendly response at all. She was also oblivion to the long queue that formed right in front of retail and continued to serve her customers. In an in between moment of rest where retail customers left after purchase, I am surprised when she boosted to the manager on how much sales she secured within 30 mins and sounded self-impressed. All these are good but i think it shouldn't be done in front of eating customers like us when I had to endure looking at the helpless long queue of people outside, staring at empty tables, me not ordering the food i want and lastly watching a boastful conversation from someone who ignored me when i asked for service.

I always love Souper Tang food but i will never ever visit this branch again.