Secret Recipe Mid Valley Megamall — Restaurant in Kuala Lumpur

Bought a whole New York cheesecake on 20th June 2024, around 2pm. Requested to put in their chiller till it's time for us to depart Malaysia to Singapore at night. On the way back, found that the handle of the cake box was too flimsy to hold the weight of the whole cake. (Look at the video to see how thin the box was) No plastic bag was given to contain the whole thing. Came back to Singapore on the same day n put it into our fridge immediately.

To our horror, while filming the collapsed cheesecake the next morning , we spotted a cockroach crawling on the cheesecake!

Emailed the customer service but was really displeased n flabbergasted by their replies! They seemed to be more concerned over the responsibility of the collapsed cake rather than the cockroach infested cake which posed a health threat to the human body and the hygiene lapses in store! Zero customer service recovery!

Please, Secret Recipe, a collapsed cake is still edible but a cockroach infested cake is definitely NOT! A customer's complaint is an opportunity to improve your business, not an excuse to push the responsibilities back to the customers.

For future Secret Recipe cake buyers, please note that you need to return home and put the cake into your chiller by 1 hour after purchase, according to the replies on their email. So if you live too far from their outlet or if you are caught in a traffic jam etc , u can't buy their cake!? No ice pack is being provided in the cake box like other cake confectioneries. Please bring your own carrier to prevent the cake box handle from cutting into your hand if you really need to buy their cake.

Had been a Secret Recipe loyal supporter of their cheesecake for many decades. Really sad to say that we won't be buying from them anymore. Health is still...

Food quality is good as always, nothing wrong in that department.

However, a few staff saw me walk into the restaurant and sit down but no menu came till I asked for it 10 minutes later.

Calling the waiters to take my order was a challenge as they said they'll be right with me but never came. This is due to Secret Recipe being very understaffed. The staff that does all the waitressing is a relatively old Indian woman, the rest of the staff at behind the counter (some not even doing anything yet they don't help with the serving). I can see my food on the counter but of course there is only one Indian woman doing everything. (I don't blame her for being angry).

It is also very noticeable that the other staff behind the counter snicker at the old Indian lady when she is frustrated (she has every right to be so as she is the only one running around)

I understand everyone has their own jobs at hand, but when customers are able to see certain staff not doing any work, it does strike irritation.

Furthermore, I know I'm not the only one who experienced this as the people sitting at the tables next to me had the same issue. Unfortunately (but not surprising) a family that came for a nice slice of cake, ended up getting up and leaving after they were not attended even though they have attempted to call someone multiple times.

You'd think their service would change after the beautiful renovation, but sadly no.

Secret Recipe pls hire more staff who are proactive that can help this one lady who does everything. It's sad to see her be the only one doing the waitressing & taking orders at...

This restaurant is renowned for its cakes, but unfortunately, that's about all it has going for it. The menu items are decent enough. We opted for their set dinner, which included one main course and a fresh fruit drink. I chose the dory fish, expecting a well-prepared grilled dish. However, the fish was disappointing, lacking freshness and firmness. It tasted as if it had been stored in the freezer for an extended period with its mushy texture. Even the salty creamy sauce couldn't fully mask the fishy taste. It gave the impression that customers were settling for less due to the promotional set dinner. Although the set offered a choice of four fresh fruit drinks, this couldn't compensate for the poor quality of the fish. The tall glass of juice appeared promising but turned out to be disappointingly half-filled with ice. Overall, the dinner set was unsatisfactory and not recommended. On a brighter note, the other five options in the set might fare better, although it remains uncertain.

The dining atmosphere is cozy and warm, providing a pleasant ambiance. However, the service is another matter. The staff appeared unhappy, evident from their sullen faces. It seems the restaurant is understaffed, leading to tired employees. This dining experience is not one that I will...