Madam Kwan's Suria KLCC — Restaurant in Kuala Lumpur

Sharing experience of our first visit at the Madam Kwan. Me and my partner when to the KLCC branch on the 11/11/24, Monday for dinner around 8pm. We ordered standard mixed satay, fish soup bee hoon, assam fish soup, kang kung (belacan), sambal petai prawns and wusang king cendol ice. We submitted our order at 19:48:51 (as shown on the receipt) and our food was served at 20:06 (as shown on my phone gallery because I used to like to take pictures of my food). We were shocked and surprised of how fast those food were served, even faster than those fast food restaurants. Initially we were amazed. When we were about to dig in, we found out that the fish soup bee hoon and the assam fish soup was not served hot as in really steaming hot was looked more like reheat kind of temperature. When we touched the bowl and clay pot, they were cold. The assam fish soup taste horrible, those slices of fishes were tasteless, hard and dry. Can’t really taste the assam other than the sourness from the tomatoes inside those gravy. Goes the same for texture and taste of the fish for the fish soup. As for the desert, when we ordered online after scanning the QR code, there was an option on comment that we can highlight to the waiter to serve it whenever we wanted, which I did indicate to served after we finished our meals (yet we still need to tell the waiter whenever we needed it to be served) but while we were eating, the dessert was served, when our table is still full with food. I told the waiter that I didn’t ask for the desert as we are still eating, then only he took it away. After we had finished our main courses, I asked for the dessert, they served us the one that they served before as what we believed because the whole thing was frosted as well as some of the ice was melted and can see that it was taken out from the fridge instead of freshly made. Regarding the services, those waiters and waitresses they squeezed in between our seats and one of the lady waitress actually lifted up my chair and adjusted my seating position so that she can squeezed herself through. I also observed that the thanks next to us, when the customer came back to his seat, the waiter stopped him from seating down and moved his chair away so that her can walk to the other side of the table. I don’t understand how can they do that when there are so much space and we as a customers, should we be enjoying our meal instead of being treated they way we were. I believe this will be the first and our last visit to...

To be honest, if it weren’t for my Chinese friend who wanted to come here, I wouldn’t have chosen this place myself. I’ve been to this outlet a couple of times before — the food is average, but the service has consistently fallen short. Every time I dine in and request something simple like soy sauce, tissue, or cutlery, it takes an unreasonable amount of time. I often have to ask multiple staff members several times, and sometimes I even need to go to the service counter myself to get it.

As for the food — it feels more like fast food, maybe even faster than that. The dishes aren’t even hot; they’re barely warm. I honestly don’t know how the business continues to run with this level of quality.

But this time was the worst experience by far. One of the staff accidentally spilled curry sauce all over my shirt, pants, and bag — and he didn’t even realize it. The curry was also all over the floor, my chair, and my clothes. When I told one of the staff, “Look, your coworker spilled curry on me,” he just looked at it, informed the supervisor, and none of them offered any help. I had to ask them to give me some tissue to clean up, and it was actually my friends who helped me clean myself.

Eventually, the supervisor told the manager, but the manager didn’t take any action at all. They all just acted like nothing happened. It wasn’t until we were almost done with our meal that the staff member who spilled the curry came over, tapped me on the shoulder, said, “Sorry I spilled the curry on you just now,” and left. Even when we paid and left, no one followed up or addressed the incident properly.

On top of that, the table arrangement is way too cramped. Your runners barely have space to deliver food, and the busboys are forced to carry too much empty dishes at once while clearing tables. That’s likely the reason the curry was spilled on me in the first place — there’s just not enough room for your staff to move safely.

Really disappointed with Madam Kwan’s. For such a well-known chain, the service quality is far below expectations. With so many tourists visiting your restaurant and experiencing what’s supposed to represent Malaysian cuisine, it’s a real shame that the...

Had lunch here after a long shopping trip. Despite the place being packed, my family and I were immediately seated. However, our dining experience became unpleasant soon.

Firstly, as a tourist, our mobile data is on a slower side. We had to call a waiter to take our orders instead of using the QR code as it was taking a very long time to load. Part of our order was two hot teh tarik, but the waiter put in the wrongly as iced teh tarik. Thankfully, the service staff who came with our orders went back to get the correct order but the return for our correct beverage was quite slow. We had to call another staff, whom I assumed is the manager of the restaurant, to enquire about our teh tarik.

Next, another of our order came out very late. We had to call the same manager to ask him to check. From our angle, we could see him at the entrance of the kitchen fumbling about. At this point, my family and I came to the conclusion that the restaurant had forgotten about the order, and the same happened with our hot teh tarik then.

Other than the two points mentioned, the food and service was quite acceptable despite the busyness of the restaurant during the peak lunch hour. However, what made our experience in the restaurant was what another diner did that made us disgusted.

This diner had a young child and they were seated at another table near to ours. The table next to us was vacated. The diner brought her child over to the vacated table next to ours and started doing something. I did not pay attention to them at first as I thought the diner wanted to calm the kid down. In the end, my family noticed the diner was changing her child’s diapers. We were absolutely disgusted and the staff in the restaurant did not react to it. I feel that the staff should have stepped in and told the lady to not do it in a place where people are dining. Moreover, the toilet, which should be a more appropriate place to do so, was just next to...