Pak Mat Western Cafe — Restaurant in Penang

Went there before buka puasa, 6 something cause we're near there and never tried before, just tried their frozen bought from online, it was good but.... When we reached, no one guided us(there were lots of workers tho, some just standing or walking around), we walked around and sat on a table only to find out there was no menu, so I went and asked if there was a menu, the waitress there told me to go to the front which is where the entrance is, they showed me the menu that can only be gotten through their link inside their WhatsApp and then I went back and chose the menu we want and I called a waitress again, only to find out again, have to order and pay in front again, that's still ok...

I went and ordered and paid, the receptionist told me that I have to wait 30mins and come to the front where they set the buffet for buka puasa to get my food, I'm still ok with that cause they might be busy so I went back sitting

While waiting for around 10mins, people started coming, the one who ordered after me and the one who came and sat later also had their food on their table already.... I'm like how come and go asking again to find out again that they didn't even prepare my orders like they didn't even know until they saw my receipt, only they start preparing so I just stand in front of the grill area waiting since it's self service anyway, they started preparing, they took out the grilled meats inside their "keep warm" place to do plating only, I was like why don't just give me freshly grilled meats... Bought a drink too but not cold enough, can always prepare those drinks and put inside iced water earlier, that's what prepping is... Then suddenly a guy came out and looked at them to make my food, after they handed over my food, the guy apologised to me for waiting, I think it's the person in charge, so I'm like at least I received a sorry from their mishandling and thanks to the waitress at the grill area who told me to take the food at the grill area and took the utensils for me as well

Food wise, as expected, the grilled lamb has already become room temperature and hardened a bit, very disappointed because I came for that, the jumbo sausage looks "jumbo" like the picture I posted, it was just a normal sausage, the meatball was cold and hard, use some strength only can cut it with the knife and spoon, the bread and coleslaw also just normal, the grilled chicken is so good, still hot I guess and very tender, the mashed potatoes is the smoothest I have ever eaten, those two are tasty, bandung cincau as I said not cold enough and too sweet, after finished drinking at home after adding water and ice, my tongue become very pinkish(not same with tongue pink colour)

Overall, a very disappointing experience at their shop there but I still liked their frozen lamb bought online tho, sambal hitam lamb or something is so good

Hopefully there's improvement if I go again next time, for sure will go if I was ever in the area for...

I'm rating this solely on the level of service at this restaurant that is all over social media and which we wanted to visit for quite some time too. Perhaps it's high time for a review and revamp of the workers level of service...firstly the layout of the building is confusing...you have the cafe...the fried chicken kiosk in front and the dining room right inside. The ordering system is weird too...you are supposed to get a QR code from the so called waiting area, and the QR code ticket comes with a number, that is supposed to be the table number, which we didn't know as it's not told to us by the girl manning the waiting area...so she gave us ticket no 16...and we went and sit at table 46. We didn't know this as this is our first time there. You scan the QR code, order your food and pay for it first at the counter, which has only 1 counter open for a restaurant with over 80 - 90 tables. We paid for the food and drinks and waited for 25 minutes but still no sight of it. So, feeling annoyed I went to ask and that was when I learnt about the ridiculous steps just to order food, and thanks to that lovely lady worker who handed us a ticket with no explanation...we had to wait for a long time for our meal. And the workers had the audacity to ask if we swapped our tables when we were seated at table 46 all along. Food was actually quite good, I like the coleslaw and I like their idea of letting people box and take home their leftovers. Another problem that I saw is the worker insisted on QR or card payment. If you pay by cash it has to be exact payment, when I was at the fried chicken stall, there's a group of college kids ordering and they were counting their cash to pay. Little did they know that the prices shown on the menu didn't include SST, which will add a bit more... I didn't stay there long enough to see how that unfolded. So, all in all, not a great experience...not coming back...the service was bad...but maybe if they continue to hype the place through social media it might attract hungry tourists to pay a visit and sustain...

Stepping into Pak Mat Western is like crossing a threshold into a realm where the ordinary rules of dining are suspended. While the food itself may not be the star of the show, a different kind of magic is at play.

The Enchantment of Service and Atmosphere The true sorcery of this establishment lies in its enchanted service and magical atmosphere. From the moment you arrive, the staff operates with a rare, almost preternatural speed, ensuring your journey from order to table is swift and seamless. This isn't just service; it's a spell woven to make every guest feel seen and cared for, transforming a simple meal into a memorable experience. The air hums with a warm, welcoming energy, creating a sanctuary where friends and family can gather and forget the outside world.

The Potion's Inconsistent Flavor Yet, even in this magical place, the main course can be a roll of the dice. The food itself is the least predictable part of the adventure. While some dishes may hit the mark—a burst of flavor here, a satisfying richness there—the overall culinary consistency is a riddle. The word "mediocre" is whispered more than a chef would like, hinting that the real appeal isn't a deep, complex flavor, but rather a simple, honest value that doesn't demand too much from the purse. The food is the body of the meal, but the spirit is found elsewhere.

The Arcane Business Model Pak Mat Western's success is a testament to a clever, almost arcane business model. It's a grand illusion where the true spell isn't cast through flavor, but through the unbreakable promise of an easy, delightful experience. It draws in crowds not with a promise of gourmet perfection, but with the allure of a place where everything just works. However, for this enchantment to last forever, the kitchen must eventually learn to conjure consistently delicious dishes. Otherwise, a more powerful wizard with both speed and superior flavor could one day break the spell and challenge the kingdom.

p.s dont put your expectations on the food too high, and you...