Big Food Kitchen — Restaurant in Malacca

the staff and the owner are very rude to us

1. i admit ada cancel and add another menu and already agreed by ur staff. but as a customer, who came to ur shop to eat, i have the right to cancel or add any food that i would like to purchase. however my side dah cakap nak cancel ONE food and add another new order (masa dekat counter) and ur staff nicely agreed and understood. unfortunately, ur staff did not write it down and update the menu that i want on the paper.
2. and then, based on what u stated maybe your staff got confuse by that ONE change of order yet your staff still couldn’t deliver our original order that is not changed. (2 of our food still tak sampai even kedai dah nak tutup at that time)
3. i bukan marah your staff but as a customer, we waited for our food that already has been paid earlier yet the food still hasn’t come so basically i pergi counter to ask for the food and then one of your staff told me that she forgot to write down the order that we have changed.
4. and regarding to the “sotong gedabak”, first of all we ordered the sotong to be an ala carte (with rice) but then the sotong was given to us mixed in with the shellout. and as a customer how can we know the sotong was not supposed to be in the shellout padahal we didn’t order the sotong to be in the shellout and also dalam paper menu tu pun takde tulis any note yang tunjuk we add on sotong? and if you bagitahu yang you tersalah letak dalam shellout we can pay extra for the sotong we honestly dont mind.
5. our last menu pun you hantar lambat sampai one of us need to go AGAIN to the counter and ask for the last menu (kedai almost tutup at that time and the menu already stated on the paper) and at the end we think maybe your staff careless or ada miscommunication but then suddenly the owner came to us and “clarify” things. we thought she wanted to clear things off by apologising about what just happened but she looked like she put the blame on us instead. we’d accept her clarification only if what she said to us...

Our family of five decided to head to Big Food Kitchen on a Friday night, a bit last-minute, while the place is still quite popular.

We arrived around 8:20 PM and placed our orders, which included "Cheezy Chicken," "Grilled Chicken + Butter Rice," "Lamb Chop," and drinks like "Thai Ice Tea" and "Hot Chocolate." The ordering system was quite modern, allowing us to place orders through a QR code on the table, with payment options available online or at the counter (pay first to confirm the order).

As expected, the place was packed, and as the saying goes, the more people there are, the longer the wait time. This held true for us, especially with a public holiday the next day. We found ourselves waiting quite a while—our drinks and three out of the four dishes arrived close to 9 PM. However, my "Grilled Chicken + Butter Rice" was the last to come out, almost around 9:30 PM.

In terms of taste, the "Thai Ice Tea" was average, while the "Hot Chocolate" had a rich, genuine chocolate flavor. As for the food, my dish was also just average—the rice was nothing special, and the "grilled chicken" was okay, accompanied by some wedges and coleslaw. The "Lamb Chop" was similarly okay but a bit thin and lacked the juicy texture we were hoping for.

We also ordered some "Cheesy Fries" to go, but due to the "FCFS" system, we had to wait until 10 PM to get them. The facilities were decent, with available toilets and hand-washing sinks, and they offer multiple payment methods, including online banking, QR Pay, cash, and card.

Overall, the Western food here was just average, which could be improved. More importantly, the shop needs more staff to handle the large number of customers to avoid making them wait too long and feeling frustrated. It would be great to see some improvements in both the food and the...

Food tasted good, but portions were small for the price, definitely on the pricey side. Service was slow, with a 15–20 minute wait for each dish.

The real problem was ordering through their online site. My payment went through, but the order didn’t appear. Staff called each other and the manager, but no one could find it. I was offered to reorder, but I declined and requested a refund instead. The manager promised it would be refunded that night and told me to call the store if needed.

Minutes later, my meal was suddenly served. I sent it back since I had already eaten and requested a refund. The manager then claimed the order had gone through but I gave the wrong name. Even if that was true, the site on my phone never showed a submitted order, and I did not consume the meal so I should be refunded.

It’s now been 2 days, no refund, and their phone number can’t be reached. Misunderstandings happen, but leaving a customer without their money is unacceptable. I feel cheated and very disappointed. If you plan to order online, be careful because you might lose your money and get no...