Verrona Hills Bread & Pâtisserie - Sunway Velocity — Restaurant in Kuala Lumpur

Checked with staff to confirm if our order had been entered into the system. The staff took our order form and never returned or updated us until the end of our meal.

We ordered 3 Dirty Latte, were served with 1 Dirty Latte and 2 drinks that appeared light brown in colour (picture 3, taken from internet). After requesting the staff to check, they insisted that the 2 drinks were Dirty Lattes. This was unacceptable - Dirty Latte should have 2 distinct layers, and for them to resemble Latte, something must have been wrong! We then asked for the 2 drinks to be exchanged, one of the replacement drinks was left on the counter for a while before being served to us, despite multiple staff members being present at the counter.

The online T&C (screenshot as of 22/3 8.46PM) clearly state that the Welcome Voucher is valid for dine-in. However, when attempting to use it for our meal, the cashier informed that it couldn’t be used for dine-in, as dine-in orders incur a service charge. Showed cashier the T&C, but she explained that those terms were written before the Sunway Velocity branch opened and were awaiting an update. As long as the T&C remain as stated, Verrona should honour them, not dismiss them by claiming they are pending update. Furthermore, not only is the online T&C outdated, but the table display also did not mention any restriction on using the voucher for dine-in. This branch is opened in mid-February, and with nearly a month having passed, is this not sufficient time for the company to update the T&C both online and offline?

Seems like additional staff training may be needed to improve communication, consistency in handling orders, and addressing customer concerns. Additionally, updating both online and in-store T&C to reflect the current policies would help avoid confusion and disappointment.

P.S. We later arrived home with a...

I have always been a loyal customer of your bakery. Whether at Sutera Mall Johor Bahru, KLIA2 airport, or Kuala Lumpur, this is the only bakery I make a point to visit, even if it means waiting in a long queue.

However, today’s experience left me very disappointed. When ordering a drink, I was attended by a female staff with glasses. At first, I used the drink code to place my order, but her attitude appeared impatient, even showing displeasure towards my father. I then switched to mentioning the drink name directly, yet she still refused to key in my order and instead impatiently opened the menu. Later, when the coffee was served, it was not placed politely but rather set down loudly and unwillingly, before she immediately turned to serve another group of customers with a noticeably different attitude. May I ask, does your staff consider a customer ordering just one coffee as “not worthy” of being respected?

This made me feel that perhaps I was treated differently because of my casual attire. As a long-time supporter of your bakery, I sincerely hope that all customers, regardless of their appearance or the amount they spend, can be treated with the same respect...

WORST EXPERIENCE EVER

Tried their pastries at another outlet and decided to visit their café — big mistake.

We asked for a table for two. The waiter led us to a table with only one chair, then walked off to clean a nearby table. Are customers supposed to grab their own chairs now? Basic service was already off to a bad start.

While waiting for our food, a waiter passed several thick menus RIGHT OVER my friend’s head — dangerously close. What if one of them had fallen? That’s careless and unacceptable.

Then came the food issues. We finished our linguine, but the chicken chop was still nowhere to be seen. When it finally arrived, it was RAW — visibly pink inside. We asked for a replacement, but it never came. Meanwhile, we saw two other tables being served the same dish. Shouldn’t we be prioritized, especially after a clear mistake?

I've attached the order receipt with date and time. Spent almost an hour sitting here for a chicken chop. A RESPONSIBLE and RESPONSIVE management team should review the footage and take accountability. Otherwise, this will just be another overhyped patisserie that...