Supamala Hotpot @ Kuala Lumpur — Restaurant in Kuala Lumpur

I came with my wife few days ago and this is my review This place pissed me off and after reading the other reviews, i guess we were not the only ones that had a bad experience here

Food was generally okay, i guess. The soups were great, the lamb and beef were okay, the sauces were..mid, but that’s okay

But the main issue was their TERRIBLE SERVICE

Dine in time limit = 2 hours (as written on their QR code receipt) However, when your food takes ALMOST ONE HOUR to arrive, how are we supposed to enjoy our dining session within 2 hours time limit??

How dense is that?

Isn’t the concept of this kind of dining supposed to be quick? I’ve had better experience at Shabuyaki (i don’t care, i’ll compare it if i have to), where all the food arrive within 5 minutes of ordering

Or is this some sort of “scam” to delay all the food but only limit us to 2 hours session?

Or was it because we were seated upstairs but you guys prioritize the ones seated downstairs? What a backwards system

I don’t know, you decide

But who knows? After ALMOST 1 hour of waiting (my order includes a nasi lemak, which is pre packed by the way), i got so fed up and confronted the staff. Only after that we received all of our orders, almost all at the same time. Have you been holding up our food to make sure we run out of time?

And the cashier Male Spectacles Skinny

Why are you being so defensive? Giving all sort of reasons when I complained about the service (mind you, i didnt raise my voice nor was i being rude. I just stated facts). Yo, learn some PR skills la. Just say sorry and move on. But nooooo, you just had to be defensive when the fact of the matter is, the service is slow

You guys deserve this 1 star review And dont come at me saying “oh, you can voice out your concerns to us directly instead of posting on social media” and all that bs. I clearly voiced out my complain to you guys and all i got was that defensive manner. Nahh, 1 star

P/S: screenshotting this review just in case it gets deleted later

P/S: kinda sus when you read in the reviews, you see all the negative reviews and then suddenly out of nowhere, there is a “positive review” thanking the staffs, made by someone who has made no prior google reviews at other restaurants (Not directly stating this is a “fake account”, but I have seen this damage control method used at other places too. Sus? You decide)

P/S: heard that you guys are gonna open a 3rd branch? You can’t even handle the 2nd branch but already dreaming of opening...

EDIT: We were reached out to eat literally anything for however long we wanted to completely for free. The service was great and the food was amazing. It really was an experience of a lifetime. Thank you so much!

🌶️ Supa Mala Hotpot Review 🌶️
⭐ Food: 5/5
🧍‍♀️ Service: 1/5 (except for one amazing staff)

I rarely leave Google reviews, but not writing this one would honestly feel like a disservice, especially to Syafiqah, who was the only bright light in what was otherwise a chaotic dining experience.

Let’s start with the good: The food? Delicious. The coupon deal? Super worth it. That’s where the positives end.

Now the service… I’m disappointed to say it was horrible. If it weren’t for Syafiqah, I probably would’ve walked out. She was sweet, cheerful, and incredibly attentive—handling multiple tables and keeping an eye on when we needed refills or assistance. She deserves a raise and a promotion.

Unfortunately, the rest of the staff—and especially management—were lacking. I understand service work can be exhausting, but yelling your employees’ names in front of customers while they nervously try to do the jobs of three people? That’s unprofessional and honestly painful to watch.

We waited over half an hour for half our food, and only got everything we ordered two hours later—but not to eat. It was packed up to-go because our dining time had expired. Yes, that’s how late it arrived. The table next to us even gave us their extra meat out of sympathy.

One overwhelmed waitress told us our time was up and then just took our food away. No apology, no explanation, nothing.

At the cashier, Aniq made a mistake on our receipt—but he acknowledged it and called management for help, which was appreciated. However, the manager who came had such an attitude. I was standing with my card ready, clearly waiting to pay, when a man with the most rambut karat ever slid up next to me and tried to cut the line. Instead of addressing it, both the manager and cashier turned their attention to him, taking several moments to respond while I stood there trying to pay. I had to be the one to speak up and say that we had already been waiting for five minutes and there was a line behind us.

That was my last straw.

The food was great, but the management is rude, disorganized, and frankly, disrespectful to both customers and staff. Fix your system. Treat your team better. And give Syafiqah the raise she...

I don’t usually write reviews but I think my story is worth sharing. My first time at Supamala (probably a month ago) was such a nice experience that I decided to bring my friends again. However, I was disappointed with my experience today due to some mishaps. Me and my friends had to wait for our table and we were fine with it, but when our turn was called, our table was not even ready and we had to wait at the stairs. When we got to our table, we proceeded to order and waited but our food came out so late and we had to remind the staffs multiple times. Eventually, the table next to us offered some of their meat because they said their time is almost up and it would be a waste of food. When our food finally arrived and we were enjoying it, one of the staffs came to our table and told us that we have exceeded our time limit. We informed her that we just got our food (although a lot more hasn’t arrived) and she said she would ‘tapau’ our food instead and took our plates away. While waiting for her to come back, suddenly another staff came and served us more food that we had ordered. At that point we were too annoyed to argue and just packed the newly come food into the container given. We were ready to pay but somehow the staff at the cashier made a mistake in keying in our payment and we had to wait again at the counter for the matter to be resolved. Two of the staffs were arguing at the cashier and I think it’s unprofessional to let customers see such a scene. I heard that Supamala will open a new branch soon but I think they should properly manage this branch first before expanding for a third one. Props to Syafiqah and Aniq though! These two staffs deserve a raise for their patience and kindness! Thank you for making our experience...