Illy Caffè • Pavilion Kuala Lumpur — Restaurant in Kuala Lumpur

As a regular at Illy Pavilion and Sri Hartamas, I got appalled last night (Sat 15th March 2025) by the service we experimented. Let me first assure here that I love the coffee there, and thus why my husband and I come and enjoy your americano pretty much every lunch time; to this, add the odd after-dinners hangouts and coffee-fixes. We reached Pavilion last night at abt 9:30pm after verifying Illy Pavilion closing time from Google, namely 11pm. All went well until 10:20pm when my husband, daughter, and myself got removed our coffee cups and water glasses + bottle rather rudely, without any word of explanation. Another large table opposite us didn’t get this treatment; they went on with their fully-set table. As we were not ready to leave, we asked for water again, which we were given pretty unhappily. By 10:30, we were made to understand that we should leave our place as the waiter removed loudly and roughly the sugar and serviettes pots from the nearby tables and our own, again without asking permission nor informing on anything. Yet again, the opposite table was kept untouched. Then came the sweeping under our table; and again the other table didn’t get the cleaning push. At that stage it was clear that the staff - namely the specific waiter and the barista - wanted us out. But had an obvious different service standard for the other table. As a result I exercised my customer right to stay till 10:59 without moving, as again the other table was not suffering the same negative treatment as us, and as the closing time is officially presented at 11pm. On the side of this, it was very surprising and appalling to hear the unhappy barista bang his metal items into his sink in order to annoy us, to push us away, and to top up both his negative behaviour and outrageous attitude by wrong language using the “f” word twice (at least) . You are obviously more than welcome to verify my story. Am sure you have cc tv, with footage from 10pm to 11pm, in order to check: on the attitude of the waiter on the foul language of the barista. I am interested to see what will be your answer to my complaint and see what will happen to these two employees of your. This is highly pathetic customer care behaviour which needs to be strictly reprehended. Not only on a general rule, but furthermore when your location is Pavilion, representing luxury shopping experience for locals and foreign tourists. How outrageous!!!! What a representation of Malaysia!!! And guess what, what a representation of your brand, your Illy brand, as a premium coffee outlet… seriously…. We pay up to RM12 parking to come drink your coffee…. Up to twice a day…. And we get “shoed away”??? On official opening hours?? We get a different treatment from one table to another??? Race favouritism, is it??? Get your staff right, team Illy. This is not only sad, but rude, outrageous, wrong and badly representing you. Read from yo soon in your action plan to...

Im a solo diner. I been regularly to Illy cafe in bangsar and pavilion Kuala Lumpur about 10 years ago.. then all outlets were closed permanently. I never knew that they have a big new outlet in pavilion. Untill last week I went there. What I salute about the small Illy cafe in pavilion last time is the service. The manager and supervisor were always around to observe the staff that they are doing a good job. The staffs were very attentive and elert with our needs. They always look around and refill our plain water without asking untill I got bloated . They will always serve the plain water before the meals. Its an obligation even we didn't ask for it . They say... It doesn't look nice when nothing on the table and it's not right if the meal come 1st without any drinks. Even last time the choice of the menu is so limited but we were happy with the service.. but sadly and badly this big outlet in pavilion is so lack of service. The choice of the menu is Great. I love all the sandwiches. 1st visit I had salmon and avocado.. I take away salmon scrambled eggs brioche. And second visit I had club sandwich and take away beef caramelized onion sandwich. The staffs don't even bother to ask any drinks or serve plain water just because it's scan order. I have to ask for it.. and take so long to serve. Even only 3 tables at that time. They just busy talking in the counter and playing with the hand phone. 4 staffs were grouping at counter. They Never look back or mingle around to check on customers. FnB is not about foods. It's about hospitality and service. Great foods doesn't guarantee return customer if lack of service. I will try Illy cafe in sunway velocity. Hoping for a...

This is the worst experience ever... There was just 3 table of people and yet the service was awful... Extremely awful... Arrived at around 9.05am and ordered after 10 min. I order pizza and after 15 min the waitress came and told that the pizza I ordered is not available and I order other dish and after 10 min another waitress came and told that the menu has changed and apparently it's not reflecting in the barcode. By now it's already 9.40am and then ordered crossaint with eggs and that also arrived after 20min at 10am. And all this time there was the same 3 table of people.... 20min to prepare egg, crossaint and some vegetables.... Have been a regular to this establishment but now will look for other place to eat....endless waiting time...

Edited 6 Aug 6 months after my last visit and I got to say the food quality has really degraded and the butter was no more a single pack butter instead was served in a saucer I would presume it’s not butter but more like margarine. Previously when it was the packed single serve butter It was clear that you are actually eating butter but when it’s served in a saucer I am only left to guess. Now let’s come to the drinks, it was awful and we ended up leaving without finishing the drinks and went straight to the coffee bean opposite to get our much needed morning coffee. I ordered cappuccino with oat milk and latte with oat milk and regretted after drinking. I was wondering why there was only 2 tables of people and I got my answer after...