Ben's Suria KLCC — Restaurant in Kuala Lumpur

I am writing to express my disappointment regarding the service my companions and I received at your KLCC outlet on the afternoon of 31 May 2025

We had visited Ben’s with the intention of enjoying some drinks and cakes. Upon being seated, we were informed that the cakes were sold out. However, I noticed a fresh batch of cakes arriving in boxes and politely asked one of your staff if it would be possible for us to place an order from the new stock. The response I received was unprofessional and dismissive , the staff member replied in a casual tone that we would “kena tunggu lama” (have to wait a long time), without offering any further explanation or alternative.

We remained patient and continued with our drinks. After waiting for over 30 minutes, I once again politely asked if we could now place a cake order. This time, another staff member informed us that stock counting was in progress, so they still couldn’t serve the cakes. Fine, we accepted that explanation. However, what followed was even more disappointing. I noticed a staff member speaking quietly to what appeared to be a manager, after which both walked away without addressing us.

At no point were we given a clear or respectful explanation, and worse, we felt deliberately ignored. If the cakes could not be served due to operational reasons, we would have fully understood , all we asked for was a clear and courteous answer.

Unfortunately, the level of service we received fell far below what we would expect from a brand like Ben’s. This experience left us feeling unvalued and dismissed.

I hope you will take this feedback seriously and look into staff training and customer handling at this outlet. We do hope to see improvements in the future, as we have previously enjoyed our visits to other Ben’s locations.

Thank you for your attention.

Update: On 4 June, I received an email requesting me to send further details to social@thebiggroup.co. I’ve already followed up and sent the email as instructed. I’ll wait to see what actions they take and will provide an update here once I hear back.

Update: I received a response from Ben’s on 5 June acknowledging the issue and offering a personal apology from their outlet manager, along with a gesture of goodwill. Dear Desmond Goh,

Thank you for taking the time to share your recent experience at our KLCC outlet. We are truly sorry to hear about the service you received and would like to extend our sincerest apologies for the disappointment and frustration caused.

At Ben’s, we strive to provide warm, attentive service and a welcoming environment for all our guests. It is clear from your feedback that we fell short of this standard during your visit, and for that, we are deeply sorry. We understand how frustrating it must have been to receive unclear communication and to feel overlooked, especially after waiting patiently.

Please be assured that we take your feedback seriously, and we are already looking into the matter with the KLCC outlet team. To make things right, our outlet manager would appreciate the opportunity to personally contact you, offer a direct apology, and extend a gesture of goodwill for the inconvenience caused.

If you would be willing to share your contact number with us, we will ensure that our manager reaches out to you at your convenience.

Thank you once again for bringing this to our attention. We truly value your past support and hope to have the chance to welcome you back under better circumstances.

Sincerely, Noraziera Customer...

Ben's at Suria KLCC is the best when it comes to Christmas meals. Their Holiday Joy 3-set course meals (which consists of soup/salad, main, dessert and beverage) that I partake was superb and delicious.

They served roasted chestnut soup as the starter is unique and yummy from the usual offering of mushroom soup or pumpkin soup.

Although it took quite a wait for my chestnut stuffed chicken roulade with jus the to be ready, it is cooked to perfection. There is also a mix of greens (broccoli, snow peas, french beans, cucumber and Brussels sprouts) topped with creamy mashed potatoes, a few roasted chestnuts and a side of cranberry sauce. So you don't have to worry if you are eating only protein and no carbs and vegetables.

I chose the frosted mince pies as the dessert because it is traditional in UK to eat mince pies during Christmas. It comes with 2 bite-size pieces with a side of warm custard which I quickly devoured. The surprise for me was the strawberry cooler. It has real strawberry fruit that I was not expecting in the drink. It is not too sweet which I like.

All in all, the price for the Holiday Joy menu set is quite affordable considering you get to enjoy a hearty Christmas meal rather than ordering each of the items separately. The staff is friendly and courteous and respond quickly to my call. My only complaint is the waiting time between the courses can be shorter as it took some time for the main and dessert to arrive. I look forward to what Ben's will serve for Christmas next year! (Hopefully turkey will be back...

Possibly the WORST place I've ever eaten at in my life!

The setting of the restaurant looked promising as it was nicely decorated, clean and packed with customers. The menu had a range of asian and western choices along with desserts.

The first put off was the service from the waiter. I think we got a Filipino guy. He just looked like he couldn't be bothered to be there and doesnt look presenting. After ordering I noticed everyones table had water, we weren't served any. I decided to ask another waiter nearby as I couldn't be bothered to deal with the lazy waiter (probably will take a long time to serve us)

Anyways my husband pasta comes first, he was very impressed and said it was delicious. I guess things are looking up again. Next, the chicken rice. It was nicely plated but I didnt taste it, so I can't review on taste.

Then my steak and frites came which I asked for medium rare... and OMG half of it was well done and half of it was RAW! I ate the well done bit as much as I could as its RM99+ but it was just so tough to cut! When I called the lazy waiter over you know what he said? "You ordered medium rare" LOL! Clearly no training or experience in this area.

Another food was a steak sandwich and it literally had 5 of the thinnest sliced beef on a huge piece of bread. The waffle fries felt like plastic. So pathetic.

We asked to speak to a manager but they never came so we just paid and left. Our bill was RM350+!!!! We left the place hungry! Dont waste your time here, go somewhere else like the food...