HWC Coffee - Pavilion Bukit Jalil — Restaurant in Kuala Lumpur

POOR SERVICE!

I am a loyal fan of your brand, but I am extremely disappointed with the service I received at the Pavilion Bukit Jalil branch today.

I placed an order via Food Panda this morning and decided to pick it up myself. Upon arriving at the store, I noticed that my order was already prepared and the package was placed on a shelf. However, it was positioned in such a way that I couldn't identify it from a distance. I approached the pickup counter and asked a staff member (a Malay girl) to assist me in verifying my order number. However, another staff member seemed to disregard my request and ignored me.

After waiting for approximately 30 minutes and seeing several walk-in customers being served, I walked up to the counter once again. Only then did the staff member ask for my order number and proceed to hand me my package, which had been sitting ready behind the counter all along.

I am extremely frustrated by the lack of attention to detail and the apparent disregard for customer service. My package was clearly visible when I arrived, yet it was placed out of my reach, and I was made to wait...

Team is friendly but service is a bit off during busy periods.

Ordered a vanilla latte with almond milk but their first serving came without almond milk which they quickly noticed and replaced for me. When the replacement came, it came without vanilla, and I needed to check with them to add the pumps.

To me, the service is alright and staff is apologetic but I can imagine how some fussy people would react.

Anyways, coffee is alright for the taste, decent selection of (slightly old) beans but within the range of shopping mall coffee stores, it's a decent value for what you're getting.

1 star off only because I think the staff needs to be a bit more sharp during peak hours, or maybe just more time needed since the store is...

I initially planned to try Luckin Coffee, but was turned away as they only accept online orders — a bit of a hassle when the website doesn’t load. Thankfully, I ended up at HWC Coffee, and it turned out to be a great decision.

The service here was warm and efficient. They had a fun cat-themed promo going on, and I even got some free stickers, which was a nice touch. I ordered a hot latte, and it was served quickly. The taste was solid — smooth, strong, and gave me that much-needed caffeine boost to power through the late afternoon into the evening.

Overall, HWC made up for the earlier disappointment and delivered a pleasant coffee experience. Would...