Malayan Cookhouse @ KL East Mall — Restaurant in Kuala Lumpur

Dear Malayan Cookhouse team,

My name is Miss Jasz. I am reaching out to you regarding a complain I am about to issue, as per subject above. Before the other paragraphs, I would like to inform you that this is not my first time coming to Malayan Cookhouse but this should be the very last. I love your foods, I used to recommend your restaurant to my circle, but this time, I am no longer recommending this branch to my families and friends.

THE ISSUES ARE AS BELOW:

I attended Malayan Cookhouse Restaurant, in KL EAST MALL branch, with my mother and my toddler. The time of arrival was around early 12pm, I believe. A presumably Malay male waiter, wearing spectacles/glasses, and a black face mask, attended us and began taking orders. The first half process was as usual.

Out of blue, the first food that reached to our table was an Acai Bowl which we did not order at all. The same male waiter keep insisting that we did order. We were extremely sure that we did not. EXTREMELY SURE. The male waiter, took away the unwanted order from our table.

The male waiter then came again at our table and even bring the menu book to us. HE KEPT ON BLAMING MY MOTHER AGAIN AND AGAIN AND AGAIN, HE FALSELY ACCUSED MY MOTHER that SHE POINTED TO ACAI BOWL picture instead of the ENGLISH BREAKFAST PLATE that she pointed out upon making the orders. I even told him that I WAS VERY SURE MY MOTHER POINTED OUT THE ENGLISH BREAKFAST AND SHE EVEN SAID SHE WANTED THE “English Breakfast”. I WAS THERE AND I AM NOT BLIND AND I AM NOT DEAF AND I AM NOT STUPID. So as my mother. But your waiter kept falsely accused my mother for 3 times, said that “TAPI TADI PUAN TUNJUK NI KAN, ya Puan tunjuk acai bowl ni kan” for so many times. He DID NOT EVEN APOLOGISE AND THE FACT THAT HE HAS THE AUDACITY TO RETURN TO US WITH MENU BOOK JUST TO POINT OUT TO MY MOTHER AND BLAMED HER FOR HIS OWN STUPID MISTAKES in taking orders. Then he tried to cover up the issue when he said “ TAKPE PUAN, saya dah tukar menu yang puan nak” and left without proper manners, whatmore an apology. We were left stunned. But we still wait for our foods, thinking that some of the orders were already in the making. And GUESS WHAT ? The Acai bowl HE ACCUSED US OF, was then sent to another table of an Indian family who actually made the order before us !!

As expected, my mother’s order arrived last. She waited for more than an hour and the foods from another customers, another tables that comes after us has arrived. My mother still wait for her food. She was extremely upset and he lacksangry with that male staff. We ended up packed some of our foods, and my mother did not want her order anymore, she rejected it back to the kitchen (not the kitchen’s fault).

I was also very angry that when the male staff returned to the counter to check our order, I was not sure what did he informed the other staffs, but a few of them made “the look” as if it’s my mother’s fault.

I am hoping that you will take appropriate action and provide your responses to me in regards of this situation. I am still very angry with how he treated my mother. If it was up to me, I would stand up and did something but the restaurant was full with other guests and had small children too. It was not a good example.

He falsely accused her, food arrived late because of him, he did not apologise, he displayed a toxic positivity of pretend to do something good but the audacity he had just to blame my mother. I will never forgive him for what he said, for what he did. It is because of him alone, I will never come again Malayan Cookhouse at this branch. He needs better training as his customer service skills are ridiculously poor. I wonder how would the situation turned out to, if my mother was alone during that time. Please note that a customer can still be happy if the foods were not good, but a bad customer service, can make the store closed down.

Thank you.

Very unhappy...

I have a valid reason for why I'm rating the service 2 stars only. This happens on the month of the Ramadhan 2024 So basically me and my friend decided to berbuka in this place and we went to their official website and see that we can reserve a table for berbuka at 8:30pm after isha prayer

Unfortunately, when we arrived on the right amount of time, the worker literally told us to wait and make a new reservation back (?) And they told us on the website reservation is not valid because right now is too many people during open fasting.

Okay, i'm okay with that.. but the attitude the worker gave (?) He literally like shouting at me told me to wait when i was a bit confused because what's the point of making a reservation if at the end of the day we have to walk in and make a new one???? They should have closed that reservation in website if they know its crowded.

Me and friend have to wait for almost an hour (9pm lebih baru dapat table) outside to get a new table and instead we get the nearest table to the kitchen and cashier so it was a bit noisy. I dont mind on that part.. BUT THE WORKERS are literally laughing and talking loudly like they are working in MAMAK. Bercakp mcm dorng dkt pasar. The workers communicate like they both dekat seberang gunung sana. So they shout each other to communicate.

Literally its not professional.. they like punching and slapping each other (friendly ways) on the sideways and eating some customer's leftovers. I get it probably its Ramadhan, they havent eaten of whatsoever but can you guys keep the professionalism in working?? It's not a goodsight seeing since I already got a bad impression from a worker that literally shouting me for not understand them about the reservation thingie.

The food was average i must say and pricey. I got Salmon wellington and my friend got carbonara pasta. We both take a waffle dessert idk what it says but overall we eat smpai habis because both of us hungry af. Worth the price???? Hmm..... we both still hungry even after eaten in this place. Nothing special unless for salmon wellington because it's rare to see the menu on the other restaurant.

But overall will i repeat again?? No.

Unless if they change their attitude or do some a bit improvement of the...

Overall I rate this place a 3/10

DO NOT RECOMMEND!!!

Ambience and service : The ambience seems nice from the outside, but it took around 5 mins for the waiter/waitress to even attend me despite the restaurant was being quite empty, and she had been looking at me for awhile. It was probably the manager or perhaps a different waitress, who noticed me after that 5 mins then asked the initial person to attend me. Weirdly she ddnt do it herself despite not doing anything at that time. Overall their service was kinda slow. Decorations wise the place looks nice, but what decorations can do if the service is bad isnt?

Food Walked in because the google review read at 4.2 star rating. So I had high hopes. Never ever have I been this disappointed! The food presentation was definitely stunning, the menu sounds good theoretically, yetttt the taste was a let down! 😭

I ordered Fish and Chip. The menu said that it will be serves with mashed peas, cabbage slaws, and tartar sauce.

The sauce was one of the major disappointment!! It was basically just a fancy mayo and dill!! LIKE DO U EVEN KNOW WHAT TARTAR SAUCE IS???? U cant leave out the rest of the important ingredients out 😭😭

The fish is another sad part 😭😭😭. Not only that it was small in size. The batter was TOO SALTY! The fish sadly TASTED MUDDY!! I assumed this was a local freshwater fish, interesting in theory but wasnt correctly chosen nor was it handled well.

For the price it is not worth it. A 350 ml spritzer mineral water is being charged RM2 and that really bad tasted fish and chip, water and service charge all together was RM35.20 . Sounded cheap in theory except that the taste was...