A family’s weekend visit to a restaurant at Pavilion Bukit Jalil turned into an unexpected disappointing experience, prompting a formal complaint addressed to the branch’s management.

A hotpot staff accused of mocking customer and showing poor behaviour

Although the family had visited with the intention of enjoying a pleasant meal, the customer reported that the service received fell far short of expectations and did not reflect the brand’s usual reputation for hospitality.

Concerns over the attitude & responsiveness

According to the post, a casual comment about the hot dining environment received a cold and brief response with no explanation. Requests for baby chairs had to be repeated multiple times, and only one was provided although two were needed.

The staff member reportedly mocked the family while packing their leftover food
The staff member reportedly mocked the family while packing their leftover food
Image credit: Kawa Wat (Facebook)

The customer also shared that a simple request to thicken the soup base took four reminders before anyone responded or asking for children’s toys, were ignored or handled without care, leaving the customer feeling like a burden.

Allegations of mockery and disrespect

A particularly troubling point raised in the complaint was the allegation that staff members openly mocked the family during the packing of unfinished food. The customer described hearing an employee talking to another colleague about assisting with the packing, implying ridicule toward the family’s decision to take away their food.

“Are you free? Help me pack this, including the soup, not one, but two,” the employee said.

She claimed that staff laugher about her photographing name tags to submit feedback
She claimed that staff laugh about her photographing name tags to submit feedback
Image credit: Kawa Wat (Facebook)

The customer further claimed that staff laughed about her taking photos of name tags for feedback purpose and that one staff member even attempted to view her phone, which made her feel uncomfortable and disrespected.

“While packing, the staff mocked me and joked about my photos. One even asked to check my phone, making me feel like a criminal,” she expressed.

Final moments that deepened the disappointment

The experience ended with an incorrect bill, and when the customer pointed out the error, they were met with impatience rather than an apology. Throughout the entire visit, they said,

“This time, it was “a paid-for unpleasant dining experience”,” emphasizing that they did not raise their voices, demand compensation, or request discounts after packing their food.

The customer noted that it was a paid experience that left them disappointed
The customer noted that it was a paid experience that left them disappointed
Image credit: Kawa Wat (Facebook)

Call for accountability and improvement

As someone who has supported the brand for years, the family expresses disappointment that the service at this restaurant did not align with its established standards. She urged the management to address the employees’ professionalism, attitude, and conduct to prevent similar incidents from affecting other customers in the future.

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