Secret Recipe Restaurant Setia Utama | Restoran Secret Recipe — Restaurant in Shah Alam

Poor Service Experience at SR Setia Taipan!

Date: 3rd Jan 2025 Time: 14:08 ~

I would like to express my disappointment with the service I received during my recent visit to the SR outlet in Setia Taipan Setia Alam. The experience was far below the standard I have come to expect from your brand.

The staff member who served me, a woman wearing a hijab.. appeared untidy and displayed unprofessional behavior when interacting with customers. Her attitude came across as rude and unfocused,. which made the experience unpleasant.

I requested a simple “Happy Birthday” inscription on the cake I purchased. However, instead of accommodating my request, she declined with various excuses and decided to write only “HB” without consulting me further. While I accepted this compromise, I was dissatisfied with the way she handled the process. After completing the writing, she immediately wrapped the cake without showing me the result, which I found inconsiderate.

To add to my frustration, I had a much better experience at your SCM branch in December last year. The staff(good male staff) there not only fulfilled the same request on the same type of cake but also treated me with respect and care, ensuring my satisfaction before wrapping the product.. This stark contrast highlights the lack of consistency and professionalism at the Seri Taipan outlet.

I strongly urge the management to address these issues and ensure that staff are trained to provide a courteous and customer focused service experience. If an employee is unable or unwilling to fulfill their duties to the expected standard, it may be better for them to consider a role more suited to their capabilities.

I regret to say that I will not be returning to this particular outlet. However, I remain hopeful that other branches will uphold the reputation and quality I have appreciated in the past.

Thank you for taking the time to consider this feedback. I hope this helps improve future customer experiences at SR...

Friendly and polite staffs and good service (especially compared with other outlets)

Last time used to love their Macaroni and Dory with Lobster sauce, and no longer step in SR for years as some of the outlet is really "koyak"(those staffs and manager like really gave up, "they don't want to help and they don't want to fix" attitude), so few days ago just want to check the cake, and somehow decided to dining in after talked with the staff.

Clean place, comfortable seats, price is reasonable cafe range (tax included), staff is gentle and polite, food is good as expectation, just this time first try the Macha Caramel, which is good.

Saw some family bring along baby and dining here at night, and quite some walk in customers come for cakes, guess people support here for reason.

Highly recommended this outlet, please come if you miss Secret Recipe's...

No internet inside and no wifi provided. The room acoustic is very bad, very noisy when they clean the table and move the chairs. My iced lemon tea came without spoon (no straw) but not stirred. No common sense, if they don't want to provide spoon and straw, please stir it so that the sweet part does not stay at the bottom. I ordered Vietnamese beef noodle soup, they replaced the noodle with laksa mee (with my permission). My wife ordered mozzarella baked fish. It arrived when I almost finished my soup. Very slow service even though my wife and me were the only customers at that time. I almost cancelled the order. When it arrived, the fish was not baked but fried. Very dissapointed. Will never come...