Chagee @ Cheras Traders Square — Restaurant in Kajang Municipal Council

This is my first time trying Chagee after hearing good reviews about their drinks but I really wonder if the "Cha" in Chagee means "teruk" in Cantonese because having a SINGLE DRINK order pending for 1 HOUR is crazy. I hope the management could make some improvements to this branch :

The Situation :

1. The TV screen is supposedly installed for the purpose of updating customers on the progress of orders but it is almost rarely ever being pressed to show anything. Might as well get rid of it to save some cost right? There were 3 staff working at that time and they seem to not be able to cope with the influx of orders which is why I guess no one bothered to press the button to update the screen.

2. Prior to this, there were 2 more staff with them who left since their shifts were over but drink orders were still piling up fast.

3. After 50 minutes, I noticed some customers standing at the counter with their order sheets directly asking for and getting their drinks. So I figured it may be faster for me to do so too. As it stood there and observed the situation, I noticed the staff involved in organising and packing was extremely slow in everything she does. She spent almost half a minute to cap a cup of drink and her movements showed no sense of urgency at all. Nevermind that, it seems that the system is for her to place all the readily-made drinks at one end of the counter then later match it to the paper bags with the receipt and drink number taped to it. In doing so, she keeps getting confused and going back and forth to check multiple times.

4. Finally, another female staff who seems to work faster than her and was in charge of making drinks came over to assist her colleague. When shown my order number, she immediately said that my drink is still in-the-making and will take a long time so I should have a seat first.

5. At this point I was about to lose my patience so my partner went forward to check on the order. At first they kept dismissing us and telling us to wait. Only after we told them that we have waited for 1 hour with an annoyed tone did they seriously look into our drink. At first they asked the staff in charge of drinks but he said it should have been ready if the order was made that long ago and guess what... the drink was then found sitting at the front of the counter, unpacked for a long time and none of them noticed. The female staff who works faster apologised to my partner, says that they have 600 orders to handle and asked if we would like a new drink to be made in place of the one left there and we said yes. Sometimes I would even just accept food that is of the wrong order but today there were just too many issues.

My Feedback :

1. There are other reviews also highlighting the lack of updates and I personally witnessed a customer getting mad about not being updated that her drink was already done. I think getting that TV screen updated is as important as making and packing the drinks. If the manpower is not enough to do so, or if they're just inefficient, then perhaps the management should pay the other 2 staff who left earlier to extend their shift and have everyone better cope with the crowd on a weekend? Don't tell me that Chagee's earnings are insufficient for just that?

2. I'm willing to give the benefit of doubt that the staff who works super slow is perhaps new.. but she should really improve her speed and efficiency especially if she is in charge of organising and pscking orders.

3. The management should look into the flow and system of processing orders. I think the part where the staff keeps going back and forth to check, get confused and sort drinks into bags is unecessary.

4. we were told that they have 600 orders to tend to.. but my question is, is this the first time the management is handling this load? If not then why hasn't anyone come up with a solution for it?

All in all, a regretful first experience. At least the faster staff apologised but I'd say that instead of throwing the drink to replace it, we should have been allowed to at least have both the new...

I visited CHAGEE Cheras Trader Square today around 9:20 PM and placed my order through the CHAGEE Mini Program (Order No: CG-43166P). I requested less sugar for my drink, but when I received it, I felt it was still sweet for my taste. I approached the counter to confirm, and the lady staff politely informed me that “less sugar” reduces only 5% of the sugar content. She then kindly explained that if I prefer a less sweet drink, I should opt for “half sugar,” which reduces 50% of the sugar.

She explained everything very clearly and professionally. What impressed me most was one of the male staff (unfortunately, I didn’t get his name) who offered to make me a new drink with 50% sugar, even though it wasn’t their fault. Initially, I felt a bit awkward about accepting it, but they insisted, mentioning their SOP to ensure customer satisfaction.

The team was incredibly kind and went above and beyond to ensure I left happy. I’ve never experienced such excellent customer service before! From now on, I’ll definitely order my CHAGEE only from the Cheras Trader Square outlet.

Dear CHAGEE Management Team, please consider raising their salary and rewarding them well—they truly deserve it for their...

8/7/2024, around 4 pm, I ordered through chagee apps and got 50% discount for 2nd cup purchase. I haven't drink a chagee for a long time as I was saving money 🥲🥲🥲 So today when I come to pickup my order, there's two Malay guy was at the counter busy making orders chit chatting. I stand in front of them was searching for my orders. One of the guy notice me but decided to continue making orders. Then when he noticed I was confused on which order is mine, that's when he finally helped me find my orders but he seems like cam terpaksa layan me. I noticed his attitude changed from when he chatting with his friends to when he helped me. As I read other Google reviews here, I can see this outlet has problems with customer service. If I was him and the customers were looking for their order, I would immediately helped them and say thank you. I understand if you're busy with making other orders but make sure you also be sincere to help customers. If you're being helpful and friendly to customers maybe you can make a change on this Google reviews for this outlet Chagee Cheras...