Avoid Tim Ho Wan (SG Review)

Dear Sir/Madam,

I was at Westgate Jurong East on Wed 23 Sept 4.15p.m..

Your manager Zoee cannot be manager. She lacks managerial ability. It's no wonder staff conduct and quality of the food have declined.

Your company must consider firing or demoting her. 

Tim Ho Wan was quite empty at the time.  But we waited 20 minutes for just 1 item. #R22.

Three times,  I asked different staff to check the order. But each woman never returned with an update. This is very rude. When a customer asks to check an order, the staff must return with a reply. This is basic customer courtesy.  Your staff even lacks this.

And we pay service charge for it.

One woman said "another 2 minutes" but it became 10 minutes.

None of the staff apologized or explained why there was such a delay. Each of them went to "check", then walked away without coming back.

The staff should have informed that there was going to be a delay when we were placing order. If so, we would not have ordered.

All the while, your manager Zoee was standing around, doing nothing behind the pillar at the computer terminal.

She was aware of what was going on, but did not come over to apologize or explain. Even when we stood up and approached the cashier to cancel the order, she did not come over.

Even when the item was served to us, the staff did not apologize at all. The manager still did not come to us.

Finally, I asked one of the staff to call the manager.

When the manager came over, I was surprised because she looked like a waitress. And she had been standing behind the pillar.

I said "Why didn't you come over to explain the delay? You were standing there, right?".

She just said that it was because a fresh batch was being made and the item had to come out with others.

Again, no apology. And no offer of giving a discount as part of customer relations. When a company makes mistakes, the manager will offer a customer service apology. But she did not do that.

Her face was really unpleasant to look at.  She failed in so many aspects as a manager.

Even the cashier is so unprofessional. When I asked for the manager's name, the cashier kept smiling in the direction of the manager and refused to say it. Only very reluctantly, did the cashier finally say and spell out the name.

Please get a better & efficient manager with real ability.

The food is really not worth the prices in the first place. And now with lousy staff and bad manager, Tim Ho Wan will be completely struck off our list of eating places.

----------------