Kenny Hills Coffee Roasters @ The Food Merchant OUG — Restaurant in Kuala Lumpur

Went in the morning to takeaway a cup of latte. Went to queue up & the cashier decided to walk away to do other things on my turn when there is no one else after me. She did that without even telling me to hold on or to be right back. After being ignored for several minutes by all the staffs buzzing around me, someone that look like the outlet manager decided to take my order. When I went to collect my latte, the takeaway cup felt strangely light so I opened up to find a ⅓ full cup, if I exclude the foam. It would be only half a cup of liquid. I showed the lady working there to reconfirm is that the right amount and she said YES. So hmm no point making a fuss there. I believe a standard cup of latte would consist minimum 220ml of liquid and this is definitely not anywhere near. I'll share my experience here instead and let others decide how they want to spend their money. For me this will be the first & the last. The latte cost RM12.70 and it took me only 3 sips to finish. For such an establish named eatery, I would have to say this is an extremely ugly thing to do to charge your customer such an amount and not delivering what's right. Shame on Kenny Hills.

Reply to Kenny Hill:

Thank you for your reply.

However, I believe your takeaway cup is actually 8oz in size and not 14oz. For 5 oz whether it's a sit in cup or a take away cup would be for Cuppacino. I suggest you should make this correction with your Barista...

Thought of giving this place a try since there good experiences in other KHB outlets. Place isn't packed (weekdays) sitting are quite comfy but can be hot (outdoor area), coffee is good & pretty standard. Quite a let down when I noticed I was charged for a 10% service charges, I mean, I went in, was ushered sit down (as I asked for a place with power point), no one came to take any order from me for a good 10 minutes, so I have to walked myself to the counter, ordered & asked if I have to order at the counter, was a yes. Fine, so what now? 5% service charges instead of 10%? I'm not fuzzy over the service charges, but at least have the courtesy to do as needed for your service charges. Would think twice to visit again. Would give a 2 stars if it wasn't for the good coffee. Also, staffs are to be more courteous, if seeing any patrons who smoke & vape within the proximity, please go & tell them go somke/vape somewhere else. Add-on: One more thing, the serving size of the coffee is really pathetic, RM18.55 for a serving smaller than a picollo latte, really a big turnoff. Also,please train your staffs with the right knowledge, they can't seem to get the portion of Latte vs Flat White, they called the one in the picture a latte, really...

I had a very disappointing experience at the WCity OUG branch. During my visit with a small group of students, we were still deciding on our orders when a staff member (Tagname: Che Abu) approached us in an unnecessarily aggressive tone and accused us of occupying seats without ordering. We had every intention to order, and in fact, some students were already doing so.

This was not our first visit, and the shift in tone and treatment was shocking. There were no visible signs about minimum order requirements, yet we were made to feel unwelcome. When I mentioned speaking to management, the staff member responded dismissively and handed over the manager’s number in a confrontational way, which felt very unprofessional.

Additionally, the upstairs seating area was very warm with poor ventilation, and no effort was made to turn on the fans or air conditioning until we requested it. For a place that seems to promote a premium dining experience, the customer service we received was disappointing and needs serious attention.

Email and messaged them on FB, they only reply that I received is they will 'look into' the matter, without any follow up. This looks like they are looking at this...