Chagee @ Sunway Velocity Mall — Restaurant in Kuala Lumpur

I came here on a Friday evening because my sister who's a regular asked me to help her buy the Jasmine Green Milk Tea. I didn't actually try the drink, my review is focusing on the service.

It was my first time going to any Chagee store, so when I first got there, I just went to the spot that looked like a cashier. There was no staff at that spot though. I saw that all the workers were either busy making tea, arranging stuff in cabinets or chatting in the kitchen. There was one male staff who saw me standing at the cashier, but he didn't get up and come get my order. At some point I started to think I was waiting at the wrong spot.

Only when another employee nudged that male staff and said there was a customer did he come over, though quiet slowly. He also didn't greet me. I found it funny that I had to be the one to say "Hi". At least my ordering went okay. After that I waited at the chairs. There was about 6 orders being prepared before mine and it took around 10 minutes for my drink to be served. Quite impressive given how slow the staff looked and how badly people talk about their service time.

However, I only went to the pick-up counter because I saw my order number on the monitor. The staff did not call out the order numbers, and there was like another 2 drinks prepared.

Not the most impressionable service, but since my sister buys from Chagee regularly, the drinks are definitely not a problem.

Onto the part where I give credit, it's specifically for this one male Chinese staff who was at the cashier the next day I went again. I accidentally left my water bottle underneath the chair I was sitting on the previous night, and I had returned to claim it hack in hopes the staff saw the bottle and kept it.

I just told him that I had left my bottle there last night and was wondering if they still had it somewhere, then he asked me what colour it was, which got me hopeful. After that he went into the kitchen to ask around, but then he came back to the cashier empty handed and said that there was no bottle. He also asked one of the staff making tea at the time if she knew anything about it but to no avail. I think since the people working here are not paid enough to care, they don't want to make my bottle going missing their problem, which is understandable for me.

It got a bit awkward between me and him after that because obviously what could he even do to help since he wasn't on shift last night, and I also felt like I was wasting his time especially when there was already someone lining up behind me. But then he said that he could help find it for me after this and asked for my phone number so that he could contact me when he gets any news. Then he scrambled around to find a piece of paper to write my number on, couldn't find any and just used his phone's notes app. He also asked for my name.

It's already been 2 days since then and I haven't gotten any contact from the guy. I'm guessing maybe he forgot since to him this is not even his problem/responsibility in the first place, or he couldn't get any leads and decided it won't mean anything to inform me anyway. But I do appreciate the amount of effort he put in at that moment to help me. Maybe it's the bare minimum, but I really wasn't expecting any sort of help from the Chagee staff given how they clearly are just working here to get by in life.

I don't know who this cashier guy was but I hope he's doing well. I also hope that the management here can somehow make this workplace environment a bit better for the staff. A lot of people blame the employees for being rude and such, but personally I think it's probably just a toxic workplace environment for them that made them this way. You can scold your subordinates for being incompetent all you want, but if you don't do it in the right way/establish some sort of bond with them, of course they won't listen and will feel like no matter how many drinks they make in an hour, it's no use because they'll get paid the same rate anyway.

My two cents on this...

My experience at Chagee Velocity branch was disappointing. I ordered two cups of tea—a bottle of jasmine green tea and an oolong milk tea, totaling RM 29.80. When I requested a cup of plain water to take with my medicine, I was informed they don't provide plain water or have extra cups.

After waiting for my tea, I was surprised to receive the jasmine green tea in a glass bottle with no cups or ice. When I asked for cups, I was told to open the bottle and drink it 'like beer,' which is not how I prefer to consume my beverages. After insisting, they reluctantly provided a cup, accompanied by an annoyed expression.

As a first-time visitor to Chagee, I find their policy of not providing cups nonsensical and frustrating. It's inconvenient and off-putting to be expected to drink directly from a bottle, especially when dining in. I hope they reconsider their policies to improve customer...

Worst experience ever.. all the staff are lazy and gossip (even scolding rude words : diam x .. sh etc) around but when facing customers their face is so “black” and arrogant”. There’s total no queue at all from order line but queue for waiting orders are longer than that , all of the customers just watching this two staff playing and flirting around. And this male staff with curly hair and ear ring try to wash & ready the cup to use but the lady beside him keep say “dont leh” and keep laugh dont know for what, then the male staff laughing by reply her “all of the customers at here wait till become mushroom already” We waited more than 30 mins for our orders, the drink come out sucks and all of the empty tables out there are dirty with cups and rubbish, no staff even bother it. Not sure why the management hire this kind of people or how do they even train...