Swensen's @ IMM — Restaurant in Jurong East

I am writing to formally express my disappointment with my recent experience at the Swensen IMM branch on 13 August 2025.

During my visit, my daughter and I encountered several issues that not only affected our meal but also raised serious concerns regarding service standards and food quality.

Firstly, the service was subpar. I attempted to order using the QR code, which was not functioning properly. When I sought assistance from a staff member, her response was dismissive, and she failed to acknowledge my difficulty. Instead of offering help, she simply walked away and returned with an iPad, neglecting to reassure me or check on my needs. This lack of attentiveness is not what I expect from a reputable establishment.

Moreover, we ordered the promotional ice cream—specifically, the S’mores and less sugar chocolate flavors. Both desserts were served with a chocolate fudge that appeared slimy and curdled, which was unappetizing and concerning. When I pointed this out to the male manager, his response was dismissive, simply stating, "it's like that one, it’s fudge mah." This lack of concern for customer feedback is troubling, especially when it comes to food safety.

Additionally, I noticed that some items on the menu were sold out during our visit, which was disappointing and added to our overall dissatisfaction. It is frustrating to look forward to specific offerings only to find them unavailable.

After consuming the ice cream, both my daughter and I experienced nausea and discomfort, leading me to believe that the fudge may have been spoiled. I find it alarming that such a product could be served without any acknowledgment of its condition. We had enjoyed the same ice cream at the Swensen Nex branch just days prior, and the quality was noticeably different.

Overall, this experience was incredibly disappointing and has raised serious concerns for me about the standards at the IMM branch. I urge you to investigate this matter further to ensure that other customers do not face similar issues...

This is the second time experienced Swensen Singapore.

1st was in Earl Swensen Jewel. As a Customer, you need to beg the waiter to serve the ordered desserts despite multiple follow-ups. I am very sure it was not a busy hour because we only a few in the restaurant. Good restaurant, substandard services.

Today, 26th Of February 2023 at 4:33 PM, (not including the queue waiting time) at the Swensen IMM branch.

I visited the restaurant to redeem the AIA voucher worth $30, For a baked chicken, soup of the day, and a glass of soda.

Pretty impressive that the soup of the day and a glass of soda were served immediately as soon as they took my order.

30 minutes later I asked the Front Crew to follow up on the Baked Chicken.

At 5:32, after 1 hour of waiting and after following the waitress, they said I need to wait for 2 more minutes. Wow!

I saw that they served some main course meal from the other table, where they just arrive about 15 minutes ago.

So, I’ve asked to give back my voucher. They said they can not refund it, okay maybe I consumed their soup and soda.

The two Indian gentlemen told me that I have to understand because they are in long queues. Wow! Really.

Front desk or Supervisor. They want me to understand their job and point me to the long queue, but they do not want to understand my 1 hour of waiting for a single baked chicken.

Should I wait for the queue to be accommodated before they will be served my meal?

If vouchers are not a priority, surely Anyone who steps into the restaurant can pay.

If we were to be in their post may be as a Manager or Supervision, I will make sure that the service is the top priority since Restaurant Business will because well-known because of Customer service besides food quality and the ambiance.

I am very disappointed with their services. And very disappointed in how to handle a hungry customer.

Two times bad experience at Swensen...

Used to love Swensen’s but this was a poor experience. Food did not taste fresh, came slow, and the flavour profile was just weird.

Clam soup has duck, not sure who in the upper management thought it was good but the entire soup just tasted strange. When I asked the manager about it (not realising it was a menu change, my mistake) she seemed unsure about it and brought it to the chef saying it is meant to be that way. Bread bowl was soft and crispy, it was a shame the soup was not delicious. Long John Silvers simple but delicious chowder is superior.

Crayfish pasta was watery and alright at best.

They sold cheese fries, but not plain fries. We tried to order by QR at first before calling a waiter as it was not found. He tried to help for three minutes thinking we could not find it, before going to the back to manual order. He returned to us saying he will ask a manager before coming back to us a final time to say it was sold out. This is meant to be a basic menu item that service staff should know if it’s sold out.

Afterwards, we asked to help pack our leftovers which we brought to the counter. We were told to place it on the table while we paid. The items got cleared in the end. We could not bother asking about it as it felt like the situation would not be resolved at that point.

Past reviews are already highly negative. There doesn’t seem to be enough manpower, menu knowledge from the service managers, or teamwork. I think that upper management can do a lot better. Focus on training good managers, providing them with the manpower needed, creating quality food and not over adding and complicating...