Starbucks - Sunway Carnival — Restaurant in Penang

On 31 August, I spent almost 45 minutes just to order and receive a Merdeka Promo RM6.80 handcrafted drink.

Key Issues:

Inefficient Staffing at Cashier

The queue was not very long, but despite having at least 4–5 staff on duty, only 1 cashier was operating.

The rest of the staff appeared to be “busy” with other tasks while customers were left to wait unnecessarily. This gave the impression that the staff were deliberately neglecting customers.

Unprofessional Service at Collection Counter

When my drink was finally ready, the barista did not bother to call my name or notify me.

The drink was left on the counter for over 10 minutes, until I personally approached the staff. Only then did they hand over my drink.

This shows a lack of basic courtesy and attentiveness towards customers.

Summary: The overall service was poor, inefficient, and rude. Waiting 45 minutes for a simple promotional drink is unacceptable. Promotions should enhance customer experience, not frustrate them.

👉 I strongly urge you to improve staff training, teamwork, and customer service attitude before launching any promotional campaign, otherwise it will only damage your brand reputation instead of...

Like the spacious area in this Starbucks and the attentiveness of the staff.

Went there around lunchtime on a Diwali weekend (today). Only 2 female staff were working. Even though there was a long Q, they demonstrated professionalism and attentiveness to the customers, which I feel is outstanding.

The Malay staff handling the cashier (and in between prepared the food speedily) patiently answered queries from the customers in front of me despite multitasking. She also answered my queries on the products in a friendly manner, got all my special order drinks correctly, and double confirmed if my name was spelled correctly.

The Chinese staff prepared the drinks speedily and even checked with us if the drink sweetness is OK because my spouse asked for extra sweet.

And they are ok to give us sleeve for cold drinks. I stated this because the staff at STARBUCKS RAJA UDA repeatedly denied giving me a sleeve because i did not order a hot drink. FYI, STARBUCKS RAJA UDA is the only who denied giving sleeve when I asked for it.

I wished I got the staff names at this branch but I didn't manage to. Will write to Starbucks MY to compliment their effort and...

Poor system! I had a long queue and waited till my turn, the card system and ewallet system down! Wtfish??? In this cashless era how could ur system down snd even in xmas day??? And i had to cancel my order, wasted my time, i got angry and spoiled me and my family’s xmas mood. And we going home unhappily!

Staff took too long time in taking orders! The staff apologised to me due to the cashless system down. It is fine! But At least u hv to take ur initiative to tell the queue first tht ur system is down! Or tell us first “cash only”! So we could move to coffee bean or somewhere else! Bukan nak tggu sampai turn kita baru habat!! Tambah lagi ATM in sunway is out of cash! Dem!!

Maybe is...