Ben's Bangsar Village 1 — Restaurant in Kuala Lumpur

Subject: Formal Complaint Regarding Poor Customer Service at BV 1 Outlet

Dear Ben's Manager,

I am writing to formally lodge a complaint about the poor customer service I experienced at your BV 1 outlet this evening.

The incident began when I provided feedback about the food served at our table. I requested a change from chicken breast to chicken thigh or drumstick to suit my taste preference. The waitress responded rudely, stating that we should have read the menu carefully as all details were provided there. She also mentioned that no changes could be made as the food had already been cooked and served.

I expressed that it would be helpful if servers could proactively inform customers about such details while placing orders—specifically, that the dish in question was served exclusively with chicken breast. Unfortunately, the waitress became defensive rather than addressing my concern constructively.

When I proceeded to the cashier to pay, I shared my feedback with the staff member managing the counter. I suggested that customers should be given an option to choose their preferred chicken parts for dishes like Hainanese Chicken Rice. I also mentioned that the waitress in question could benefit from grooming and training. The cashier listened politely, acknowledged my feedback, and thanked me for sharing it.

However, what happened next was shocking and unacceptable. After finishing my drink and making my way out, the same waitress approached our table to clear it. Her demeanor was unprofessional—she displayed visible frustration and seemed intent on making a scene. When I returned to the cashier to report this, the waitress confronted me aggressively, stating, "I did not say anything, but why are you complaining about me?" This outburst occurred in front of her two superiors, who attempted to calm her down but were unsuccessful.

This experience has left me disappointed and concerned about the staff management and training at your outlet. While I do not expect that "the customer is always right," I believe customer feedback should be received professionally and addressed appropriately.

I trust you will take this matter seriously and ensure that the necessary steps are taken to improve staff behavior, training, and overall customer experience at your...

I applaud The BIG Group for excluding the service charge for dining and introducing some unique signature dishes such as Golden Butter Cream Prawns with spaghettini, Buttermilk Fried Chicken and Kristy's Krunchy Kale Salad to the local gastronomical scene. The food here are almost bistro-like quality, considering the size of the place but I was more annoyed with the spotlight that is too glaring for a comfortable sitting.

We decided to try Smashed Avocado & Eggs and their Buttermilk Fried Chicken since these are after all their signature dishes and therefore shouldn't disappoint. But how wrong we were. The Smashed Avocado wasn't all that bad. It was the kale salad with no furikake and in its absence, a peanut dressing which left a bad impression. And the Buttermilk Fried Chicken — I wished they were more generous with the chicken, considering the price of RM33 is rather steep for a small piece of chicken bits with heavy batter. The batter really got us fooled. Would have been pleased if we were given real chicken part like thigh, drumstick, basically anything visible that is fried in buttermilk, rather than meat pieces in thick batter.

To be honest, I was rather excited when I ordered the elderflower mint lemonade juice. I could not taste the elderflower at all so you might as well call it minty lemonade. I should have gone with the free serving of filtered water that I wasn't aware of. At the end of the experience, I could see why the place is called Plan b. It couldn't have been Plan A.

Food: 3.0 Ambience: 3.0 Service:...

We simply love, love, love this bakers. When we took a bite of our fresh homemade grilled cheese and pickled sandwich using their seeded loaf and rye loaf, we were instantly transported back home, to England. We were glad we found a baker here that makes bread as fresh and as authentic as the ones we get back home in London. Ben's sells bread that is absolutely fresh, crusty and exceptionally tasty. Everytime we walk into the shop we are welcomed by 2 wonderful young ladies, Eli and Faz. To be honest these young ladies make the whole experience equally wonderful. They have great customer service skills, good product knowledge and a good attitude, treating their customers with respect. Thank you ladies for always making our bread shopping experience a good one every time we dash in to get our bread fix. Yes, the coffee and puddings/cakes are equally amazing. The carrot cake and pandan Lemington is out of this world. There is only one request, we would love it if they could include more vegan, vegetarian options ie vegetarian sausage rolls, vegetarian mushroom and chicken pie etc in the near future. This place is highly recommended. Please do visit this brilliant outlet if you are at BV. Keep up the great job,...