Smith - Wood-Fired Bakery & Cafe — Restaurant in Kuala Lumpur

Updated: Visited Smith again over the weekend (29/8/2020) and I am excited to say that it has been such a pleasant experience from my previous one. Darren, my server, deserves a big shout-out because he was simply exceptional. He was polite, warm, friendly, accommodating and really attentive.

Since Smith is well-known for their breads and doesn’t have anything suitable for keto eaters on their menu, Darren was flexible in recommending a bun-less chicken burger served with more greens on the side. When my meal came, it was really good! I’d highly recommend it. Appreciate the customisation!

I was seated directly opposite the air conditioner and before I could request for them to adjust the temperature, Darren turned it off for a brief moment before turning it back on later to regulate it. Thank you, Smith for taking customer feedback so seriously and for taking the initiative to improve and serve your customers better. Kudos, Smith!

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(June 2020): I don’t normally leave reviews at all but this was my first visit and everything was honestly wrong. I was very disappointed at the unfriendly, cold and stark front of house staff as I entered. There was zero hospitality in the way she greeted (let alone welcome) and spoke to her customers. Everything sounded like a stern command. “Stop. We need to take your temperature.” “Take away or having here?” “Sit diagonally.” What happened to “Hello, welcome to Smith. How may I serve you today?” Perhaps more customer service and basic courtesy training needed?

When my food came out from the kitchen, it was suddenly summoned to be ‘taken picture of’ by one of the staff as they have not had a picture taken of it yet (assuming it is for their social media or website). If you would have wanted a picture of that particular plate of food, you should have requested your kitchen to have it specially made for food photography purposes. Waiting for a customer to order the food and then conveniently swooping in to hover over it to take a few shots before serving your customer is plain unhygienic and bordering rude.

I’d like to say it could possibly be teething issues but these things normally get resolved in say, 3 months? (it has been 3 months!) So not cool, guys. What...

Service was not on par. Don't even know the 10% service charge I paid for is for what......

Food was served, but no cutleries. Decided to wait and see how long they need to get me the cutleries. As expected, after 5 minutes of waiting with their floor staff walking pass me at least 10 times, no one did anything. Until I requested.

Beef brisket toastie looks sad, no effort in presentation. RM 40 I can have a very decent meal instead of 2 sourdough and some beef in between 🤦🏻‍♀️ Somemore the taste also so-so only... 大踩雷. (Maybe their beef is made of gold, forgot to see if there's any gold flakes or gold dust inside...)

Wrong spaghetti served, ordered al Nero di Polpo, but was served Reginette Beef Cheeks Ragu. Only noticed it wasn't the right one after we discovered beef in it. Called one of the floor staff to ask about it, he said will check on it. However after 10 minutes of waiting no action taken until the same staff had to serve another dish we ordered, which then he asked another staff to attend to us bcause he can't really communicate well. The next staff told us his colleague served the wrong dish to us, and the dish we ordered was still inside. Which piss me off even more. They knew they served the wrong dish from the start, however no courtesy to come over and rectify the issue, until we raised the issue, which is disappointing. What if the customer have religious diet restriction as to cannot consume beef?

Although bread & butter pudding and shakerato bianco was not too bad but the whole experience, customer service was so bad. We had to order and pay for the food through online beep app, so I can't really understand why is it so hard to serve the right food to the right table and provide basic needs like cutleries...

Need to retrain your staff with skills to provide good customer service.

Not...

Visited last week and had quite unpleasant experience but still wanted to give it a go again this week. To be honest, worse! I know it’s very hard for a lot of businesses to survive the pandemic due to the SOP. Still if you couldn’t handle the possible crowd that would visit, you can either review your seating arrangement or to let your customer know that they will only be given the table for specific time frame. Last week incident was: while the staff cleaning the table, I was just asking if normally I should order from counter or table. Instead to just tell me the answer, he went with : please just wait. I was trying to speed up the waiting time while he is cleaning the table so I could quickly eat my food and let other customer take the table (since I saw there were queue right after me). Today, I went there again since I thought never mind, give it another go.... moment I entered, there were around 3 tables unoccupied. Shortly after, all taken and then there were already queue again. While I just got done with my food - the same staff came and asked me if he can bring my bill to me? Bear in mind, I still have my coffee with me that I haven’t finish and my total dining time is still not more than 15 mins. I was so unhappy and I replied - I ordered and paid online. I then didn’t want to stay any longer - just quickly drank up my coffee no mood to enjoy it anymore and left. I don’t think I would ever...