TWG Tea • Pavilion Kuala Lumpur — Restaurant in Kuala Lumpur

I had a very disappointing experience at TWG Pavilion Mall, Kuala Lumpur.

From the moment I was seated, I felt extremely uncomfortable. Staff openly laughed at me and my husband, making us feel unwelcome as tourists. The behavior seemed targeted, as I noticed other local diners receiving normal service. Sadly, it felt very much like racial discrimination, which completely ruined the experience.

I’ve been to TWG in Marina Bay Sands, Singapore, where the service and quality were exceptional, so I was excited to try this branch. Unfortunately, it was nothing like the TWG standard I know and love.

One of the teas we ordered was out of stock, despite it being available at their storefront. The cake we ordered was stale, tasting like it had been left out for days. Tables were not properly set up, unlike other TWG locations I’ve visited.

When I asked a staff member (Mae Ann) if there was an issue, she denied it and then continued to gossip and laugh with lTharsinni, who was behind the counter close to where we were seated. Tharsinni was the main culprit — constantly staring, laughing, and even trying to rally up other staff members to look our way and join in the gossip. This behavior continued until we left and made the whole experience humiliating.

Our main server, Sereena was also not very accommodating and looked like she did not want to be there, which added to the negative experience.

I asked for the manager, and a lady named Elani, who said she was the acting manager, came over. She acknowledged my complaint but did not do much to resolve the situation on the spot.

As much as I love TWG as a brand, I cannot recommend the Kuala Lumpur branches. I strongly suggest visiting TWG in Singapore or Dubai instead, where you’ll receive the service, quality, and hospitality that truly...

I am writing to express my absolute frustration and disappointment with the appalling service I received at your TWG Tea outlet in Pavilion Kuala Lumpur today.

After entering your establishment, I was completely ignored by your staff who seemed determined to avoid any form of eye contact whatsoever. This is basic customer service - acknowledging customers when they walk in should be automatic, not optional.

I then proceeded to wait at the dessert counter for a full 10 minutes - yes, 10 minutes - with absolutely no staff member present to take my order. Not a single person bothered to inform me of any delay or offer assistance. I stood there like a fool while your staff went about their business as if customers were invisible.

This level of negligence is completely unacceptable for a premium brand like TWG Tea. I expect professional service when I’m paying premium prices, not to be treated like I don’t exist. Your staff’s inability to provide basic courtesy and attention is a disgrace to your brand reputation.

The lack of professionalism, absence of basic customer acknowledgment, and complete failure to staff your service areas properly has left me extremely dissatisfied. This experience has been a complete waste of my time and has seriously damaged my perception of TWG Tea.

I demand an immediate explanation for this poor service and assurance that proper training will be provided to your staff on basic customer service etiquette. Premium pricing should come with premium service - something your Pavilion KL outlet clearly fails to understand.

I will be sharing this experience with others and reconsidering future visits to any TWG Tea outlet unless significant improvements are made...

My Personal Review of TWG Tea at Pavilion KL Whenever I find myself craving a moment of serenity amidst the bustle of Pavilion Mall, TWG Tea at Pavilion KL is my go-to sanctuary. Located on Level 2 (Lot P2.16.00 & 2.34.01), it's open daily from 10 am to 10 pm, and the atmosphere is effortlessly soothing

Ambiance & Setting The moment I step inside, the worries of the day melt away. The salon’s décor—crisp white linens, fine bone china, the comforting aroma of tea, and the artful display of TWG’s signature yellow tins—creates a peaceful, almost meditative vibe

Tea Variety & Presentation I love exploring their collection of over 450 fine-harvest and exclusive blends—it’s the biggest tea wall I’ve ever seen

Wild 'n' Free Diary . The tea arrives in generous pots, perfect for 2–3 people, and the presentation always feels thoughtfully curated. .Afternoon tea is available from 2–6 pm, and that’s when this place truly shows its charm . Treats & Afternoon Tea Delights The macarons are a standout—infused with tea flavors like Bain de Rose, Moroccan Mint, Earl Grey & Chocolate, and more—each bite is a delicate balance of subtle sweetness and aromatic infusion. Their high tea sets are beautifully arranged. The sweet and savory bites—ranging from foie gras sandwiches to matcha financiers—are both visually delightful and satisfyingly flavorful. Final Thoughts Even if you're not typically a tea lover, this place has a way of converting you—between the serene ambiance, the exquisite teas, and the beautifully crafted treats, I always leave with a lighter heart and a...