Yasmin Halim
Disappointing Service at Delifrance Waterway Point I’ve always enjoyed visiting cafés around Singap
Disappointing Service at Delifrance Waterway Point I’ve always enjoyed visiting cafés around Singapore, but my recent experience at Delifrance Waterway Point was unfortunately one of the worst. The service was cold and unwelcoming from the moment we stepped in. The staff stood behind the counter, expressionless, offering no greeting or recommendations. There was no effort to promote any ongoing monthly specials or bestsellers—something most cafés do to engage customers. What stood out even more was the poor attitude of the team. The male crew member or manager simply stared blankly at us, offering no assistance. But the real letdown came from the lady at the cashier. I politely asked if my cappuccino could be made with low-fat milk. Instead of answering my question, she dismissively replied, “Cappuccino comes with milk.” Clearly, I’m aware of that—as someone who frequents cafés, I was simply asking if low-fat milk was available. Either she wasn’t listening or was trying to act smart. To make things worse, she opened the fridge and showed me the milk they use—without even clarifying if it’s regular or low-fat. If you don’t have it, just say so. Don’t make a show out of something so basic. This lack of product knowledge and customer understanding was disappointing. Delifrance should really look into training this outlet’s team in basic customer service. Compared to the warm and engaging staff at the Sengkang General Hospital outlet, the Waterway Point team falls far behind. The Sengkang team knows how to greet customers, recommend items, and make people feel welcome—something this team urgently needs to learn. Honestly, this experience makes me think twice about returning. No surprise the outlet was nearly empty, while your competitor just across the way was bustling with activity. It says a lot when a newer brand outshines a well-established name like Delifrance. Time to catch up.