Pepper Lunch - AMK Hub — Restaurant in Singapore

Dear Management,

I am writing to express my disappointment with the service I received at your restaurant on 3rd April 2024. Unfortunately, my casual dining experience fell short of my expectations due to a significant oversight on behalf of your staff.

Upon arriving at your establishment, my wife and I eagerly anticipated enjoying a meal at your restaurant. We made the dine-in order via the QR code scanning while queuing up, in order to help minimize everyone's wait time.

However, our happiness quickly turned into frustration when we realized that our order had been overlooked entirely for up to 30 minutes. Despite patiently waiting for an extended period, our food never arrived at our table, and no member of your staff offered an explanation or an apology for the oversight.

I only found out from other diners who also had missing orders, that this might be due to the QR ordering system having issues and not relaying the orders to kitchen.

The duty manager was Hafizh (apologies if I misspelt) who did not offer our table any explanation or apology. to his credit, he did apologise to another table who also complained, and tried to walk around the restaurant checking for any other issues.

This lack of acknowledgment and accountability for the mistake is unacceptable and reflects poorly on the level of customer service provided by your establishment, even for casual dining experiences.

Pepper Lunch has a VERY positive reputation in the community so I urge you to take this matter seriously and implement measures to ensure that such incidents are not repeated in the future. This may include additional staff training, improved communication protocols, and a stronger emphasis on customer satisfaction.

Thank you for your attention to...

[td:lr Came to have good lunch, but left with lunch instead. Special mention to that one rude auntie behind the counter]

Horrible waiting time because we waited for 45mins for our food, despite having no lunch crowd when we initially arrived. There were minimal explanation given and no updates on when we will be receiving our lunch.

We ordered via the QR code, made payment and received our e-receipt, but the food didnt arrive after 30mins. We asked a waiter and other staff on the updates but received vague replies like "the place is experiencing high volume" and "it hasn't appeared in the system". One of the most triggering thing is we saw how people who came in later than us received their food first but we were left with a completely empty table.

One particular auntie behind the counter (short hair and black uniform) rudely told me not to come to the counter and ask them. She said they are preparing the food and said something like our food did not show up in their screens (her tone was overall just bad)

If I don't ask her, I ask who? Asked the waiter, waiter told me to ask counter. Asked the counter, auntie say don't come to counter.

After 45mins, the assistant manager (Angela) came in to save the day, prepared the food almost instantly for us to takeaway and apologised to us profusely.

Y'all should appreciate and thank for Angela for holding the fort, otherwise we would've been pissed PISSED about the bad service and attitude we received.

The least the other staff could do was to help us check whether our order was received when we asked, but it wasn't done and it seems like they are just shirking responsibility by displaying the 'idk' vibe and redirecting us to other...

Visited for dinner on 27 Oct, food was just as good as it should’ve been, but service was absolutely terrible, unfortunately, when it came to serving my food.

Considering the Pepper Lunch style, where everything else is already pre-cooked except for the meat, and you finish cooking that yourself, the food shouldn’t take that long to be served, right?? Turns out at this particular outlet and at that particular time, I was very wrong. I ordered at 6:19pm, and only ended up getting my food at around 6:45-6:50pm.

I was really hungry and wanted a fast but filling meal, since I actually had somewhere else to go as well after that, and so at around 6:25 or 6:30pm, I was wondering whether they had somehow missed out on my order and got up to check my order status with the nice auntie that had seated me.

She then checked with the staff who was sending out the food, who very rudely replied back in Chinese ‘you need to wait’. So I went back to my seat and waited for about five more minutes, but kept looking over at the counter to check if my food was coming or not.

The server uncle noticed this as well, since he asked the staff sending out the food about my table number and whether the food was ready or not, but the previous staff told him to send out the others first. Five more minutes after that, I finally received my food.

In total, it took me about 25-30 minutes to get my food, when at the very most it should’ve been five or ten minutes, perhaps at the very most fifteen minutes, considering the crowd.

The server staff were perfectly fine, it was just the staff preparing and sending the food out to be served that really...