Jun Heng
I was very disappointed with the poor queue and order management during my Mother’s Day pickup exper
I was very disappointed with the poor queue and order management during my Mother's Day pickup experience. I arrived at the designated collection time of 5:45–6:00 PM, only to wait over an hour with no food ready. If the food isn’t prepared on time, why offer customers the option to choose a specific collection slot? The situation at the collection point was chaotic, with more than 10 people also waiting past their allocated pickup times (see attached photo). On top of that, there was no clear system in place—orders weren’t prepared in sequence, and we had to figure out on our own that receipts needed to be taken from a blue basket and handed to the staff before they even started preparing the food. Additionally, an elderly staff member, though clearly struggling, insisted on handling many items at once and declined assistance, which posed a safety risk. She tripped and fell, with one of the orders (Golden Pillow Box) landing on the ground... While the food may be good, the experience was frustrating and poorly managed. I strongly urge you to review and improve your queue system and order fulfillment process—especially during peak periods—to ensure customers are not left waiting unnecessarily.