Secret Recipe Malt Cheras Leisure Mall — Restaurant in Kuala Lumpur

Bought a slice of chocolate moist cake of RM10.80 few days ago.

The cashier - Edward was super rude and impatient when I asked him about the ingredients/ flavour of other cakes before I decided to buy the chocolate moist cake. There were only 2 customers (including myself) ordering takeaway during that time, but he constantly show tarik nafas panjang/ take a long breath look at me.

I I gave him RM20 and he supposed to give me back a change of RM9.20 but instead he just handed me RM9 and said not enough 20 cents. Why on earth your outlet don't have enough coins or small change and still open shop??

When I demanded him to give me the remaining 20 cents change, he slumberly asked the branch supervisor to attend my request. I told the supervisor about it and he just quietly gave the remaining 20 cents change.

The service quality of this branch is getting worse over the years. Even Hokkaido tarts that are sold at other branches are not available at this branch, not to mention long waiting time when you...

Extremely Poor Customer Service at the Counter

I am writing this review specifically about the extremely poor customer service I received from the lady at the cashier during my recent visit to the Secret Recipe outlet at Leisure Mall, 26/10/2025 Sunday, around 12.15pm.

The entire transaction was marked by a complete lack of basic courtesy. The staff member never smiled, was noticeably inattentive throughout the process, and failed to offer even a basic "thank you."

The most frustrating part was her utter lack of response. Even when I clearly said 'thank you' to her after receiving my order, she did not respond or acknowledge me in any way. This dismissive and frankly rude behavior is unacceptable.

Staff in a customer-facing role, especially at the cashier, are the front line of your brand. They are expected to be welcoming, polite, and professional.

This individual's attitude suggests she is entirely unsuitable for that position. Management needs to address this significant lapse in service quality...

Maybe because of the holiday, I don’t know but we came for dinner and wasn’t give any service. We watched people enter, wait to be attended to, and then leave because there wasn’t a single person working (4 total) who shows ANY interest in working. All the staff were either sitting and eating and ignoring customers or sitting on the floor behind the bar, or chatting with their friends. We even watched the Grabfood driver enter the shop and have to wait around. We then asked about an item we ordered to be checked on as it was taking a long time, then the waitress never came back to us to give us an update on it. While we were waiting for our food to be brought to us, 3 of the 4 staff left the kitchen with their own food, oblivious to any one else. The food was mediocre and not even that hot. Don’t waste...